Ive had a BQM look liks that befor with VM and it was water ingressin in to the tap i was connected to and the tap brfor the one i was connected to took 1 to 2 years for VM to figar it out but once they where replaced my line went back to normal well VM normal and they did not replace the cover seel so it will possibly happen again.
Thank you for this, I'll mention it if/when an engineer turns up.
The engineer that was booked today between 12pm and 4pm arrived at 11:30am, didn't knock on the door or ring the bell, didn't call me, then stuck a note through the door saying that he tried to do all of those things, and that he was booked in for 8am-12pm.
This incurred a £25 charge all because the engineer fancied an early finish instead of doing his job properly.
Had to go through multiple different lines to try and get the charge removed, and now there's another engineer booked in for Tuesday, which I now need to re-arrange because no one will be home.
Absolute joke of a company, can't wait for my basic BT line to be activated so I can be done with this mess.
Go to your Router user interface by going to 192.168.0.1 or 192.168.100.1 if your in modem mode below the login icon should say check router status click that and coppy and past eatch tab here some one from the commuinty will be able to see it and possibly help by saying wether something is wrong ie power levels, SNR and sutch on.
Forum TeamHi🤞 Juicy Goomba 👋 welcome back to community! Thank you for posting.
Sorry to hear about these issues with packet loss and latency on your connection that are affecting online gaming. Glad to hear we were able to get an appointment booked for you to hopefully rectify these issues! It seems as though the re-scheduled appointment has not yet been completed, and you have also been in touch with the team who helped raise a complaint with you, and are supporting with this case.
Please do keep us updated following the appointment so we can offer further support if needed - hopefully this resolves the issues! The complaint team will continue to offer support with this side of things too, including discussing any disputed charges for the technicians appointment.
🤞 Hopefully the appointment sorts the issues out this time and it's all resolved but please do let us know if not! Thank you for your patience in the meantime.
Wishing you all the best. 🌞
Engineer said he couldn't do anything, same as the last engineer.
Advised us to try a Cat 7 cable as it's better than Cat5e, I'm still not sure whether to laugh or cry at the suggestion that a Cat 7 cable will somehow fix the issues that occur before they even hit my wired network in the house.
The engineer also claimed to have Cat 9 in his own home as it's better. Not sure whether he was joking or not, if he was being serious then I'm not exactly surprised at how bad the network runs. For those with limited or no knowledge of networking, Cat 9 doesn't exist.
He also wanted our WiFi password to run tests, which is strange. Either way I wasn't home and I'm apparently the only one who knows it.
Here's a lovely graph of the last 24 hours:
If anyone is reading this and considering using Virgin media, I'd say unless you're extremely deperate to the point where normal FTTC broadband or even a 5G router is not an option then steer well clear.
Forum TeamHi there JuicyGoomba
Thank you for popping back to us and I am so sorry to hear that issues have continued.
Have you been able to try a higher Ethernet cable as per the engineers advise?
I have checked diagnostics on our side and I cannot see any issues that could be causing this.
Cat 6 and cat 7.
As per the previous post, it is useless advice. The higher grading of cable is mostly used by commercial settings. This is simply a case of the engineer thinking "muh higher number Betta than Ur low number".
The BQM charts are direct to the router. Meaning everything that goes from Virgins network all the way through the coaxial to the hub 5. There is nothing else, no Ethernet cables, no WiFi, nothing.
I know it's not your fault, but the systems do not work, and you are therefore being paid to tell porkies in the hopes of retaining customers. The uneducated engineers do not help matters, but I can only assume that when they visit people who do not have any knowledge of such matters that they will go out and buy a cat 7 cable, and by god when the placebo effect kicks in all is well again.
Not that I should have to post anymore evidence, as this entire community forum shows how bad the entire virgin network is, but with a direct connection to the hub 5 with a short 1m cable the issues still persist. Last night it was 3-5% packet loss consistently when trying to play online.
I'd have happily taken a £30/month deal to stay with Virgin and use the 1gbps line for game downloads, and use the savings on the new BT line that's installed in a couple of weeks. But alas, the customer service rep was very rude, did not listen, and just wanted rid of me. Kind of the same way I feel about Virgins "service".
Coincidentally after the national embarrassment Virgin suffered with their outage recently, Openreach emailed the day after to say more areas are now on the build plans. Almost like they wanted to take advantage or something.
At least the first engineer that visited actually had training. He was very honest that virgins network simply is not good enough for gaming or reliable connections. DOCSIS needs to die, and Virgin will provide an expensive poor service for years to come until it is replaced by full fibre.
The second engineer was an embarrassment.
JuicyGoomba wrote:Engineer said he couldn't do anything, same as the last engineer.
Advised us to try a Cat 7 cable as it's better than Cat5e, I'm still not sure whether to laugh or cry at the suggestion that a Cat 7 cable will somehow fix the issues that occur before they even hit my wired network in the house.
The engineer also claimed to have Cat 9 in his own home as it's better. Not sure whether he was joking or not, if he was being serious then I'm not exactly surprised at how bad the network runs. For those with limited or no knowledge of networking, Cat 9 doesn't exist.
He also wanted our WiFi password to run tests, which is strange. Either way I wasn't home and I'm apparently the only one who knows it.
Here's a lovely graph of the last 24 hours:
If anyone is reading this and considering using Virgin media, I'd say unless you're extremely deperate to the point where normal FTTC broadband or even a 5G router is not an option then steer well clear.
There was a national outage on Tuesday.
Have you had the HUB replaced as yet?
The Post RS Errors suggest an issue with the HUB.
That doesn't explain the exact same issues with the hub 4, and hub 3 previous to that.
It's the virgin network.
I agree JuicyGoomba, evidence conclusively points to a fault on the local VM network - maybe a cracked core on coax or something similarly intermittent and hard to detect. However, VM have had many chances to take ownership and sort it out, clearly as a corporate entity they can't be bothered, so where are you contractually? And what are your other ISP options?
If a fixed term is coming to an end, then just arrange a new ISP and cancel VM by letter. If you've got time to run on a fixed term, then VM might just agree to release you without penalty, but more likely you'd have to use complaints and Ombudsman Services to get that outcome (and say £100-150 compensation for the poor connection, poor customer service and need to escalate to the ombudsman).
Contract ended last month thankfully, but still took 4 painful phone calls to finally get it cancelled. The biggest downside is that Virgin retentions dept are now relentlessly calling me, presumably to offer me a deal that wasn't available when I cancelled, how convenient.
Only standard BT FTTC around here sadly, and there's a giant hill in the way of the 5G mast so no 5G router as an alternative either. Back to 70-80mbps speeds for a couple of years it looks like.
My neighbours connection is just as bad, always looks the same on BQM, so likely something at the node or futher along the chain. As you say, it's not in Virgin's interest to bother fixing it, and they've just lost two customers who were sitting on £62/m contracts.
Forum TeamSorry to hear you have left our services JuicyGoomba We can understand the frustration the ongoing issues may have caused you. We will take your feedback onboard and pass it on to the relevant team for quality training and improvement. You can also opt out of marketing calls via your my VM account https://www.virginmedia.com/my-virgin-media . Please also do not hesitate to contact us if you need any further help.
Thanks,
