Virgin Media Community

[nothappywithu]

Well im back again seeing as virgin media cant be bithered to answer any posts with a solution techs turn up and lie through there teeth raise a complaint and no respose this is trully the worst customer service ive ever experienced and to top it off my broadband was so bad yesterday gaming just could not happen then the early hours of this morning 2 march i tried to watch some on demand didnt happen major buffering then nothing at all apart from network unavailable start again buffer unavailable heres my thinkbroadband monitor judge for youself but virgin media forum team will say no nothing wrong but i beg to differ again last night and todays BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/60a3b3493ec79ce682cff3d53fb409273c...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f2d87c47db742ab8ee4ef7d19bf609cd2775ee2-02-03-2022

[nothappywithu]

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200000	45.520599	5120 KSym/sec	64QAM	3
2	39400000	45.770599	5120 KSym/sec	64QAM	4
3	53700000	46.770599	5120 KSym/sec	64QAM	2
4	60300000	47.770599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	33	0
2	US_TYPE_STDMA	0	0	4	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	2	0

[nothappywithu]

obviously 41 total timeouts is normal and have no issues and a power level of minus 8.8

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

34

-8.8

2651693216

1082

[Paul_DN]

Hi nothappywithu,

Thank you for reaching back out to us in our community, we are sorry to hear you are still facing connection issues, I have had a look at things our end and can see there is a congestion issue, this is being investigated by our Network team.

Regards

Paul.

[nothappywithu]

Hi thanks for the reply any idea of a timeline for this to be sorted

[Tom_W1]

Hi @nothappywithu, thanks for your post although I'm sorry for the delay in coming back to you.

I've been trying to chase an update for you behind the scenes, and the latest information that we have is that we've been made aware you've been contacted by our network team that we're still trying to get this sorted for you.

If you are in contact with them, they'll keep updating you throughout this time.

Many thanks

[nothappywithu]

Hi thanks for that yes they’ve been in touch but only to say we can leave without any penalty which to me means there going to do nothing so rock and hard place comes to mind 

[Akua_A]

Thank you for letting us know @nothappywithu.

We can only apologise for this experience on behalf of our team, please do let us know how you wish to proceed.

Thanks, 

[jem101]

---

@nothappywithu wrote:

Hi thanks for that yes they’ve been in touch but only to say we can leave without any penalty which to me means there going to do nothing so rock and hard place comes to mind 

---

If, indeed that is what they said, then we have to interpret it as ‘yes we know there is a problem, but it is either too expensive to fix or we can’t be bothered to fix it - my money would be on the former. Actually that would be quite a refreshing and honest admittance by VM as to the reality of the situation.

So now the choice is entirely yours, either put up with the situation as is, but please don’t ever complain about it again because nobody is interested, or take the offer to leave without penalty and find another provider.