High Latency / Massively Delayed Packets

[Swinterz]

Can see there is a quite a few posts on here with the same issue, currently have an open complaint with Virgin but they've not been the most useful so far.

I suspect over utilisation of the network having looked at several of the posts on here, issue only started around one month ago and prior to that my internet was faultless.

Going to post Router Status and BQM links below, can someone please take a look and just let me know if perhaps there is another issue?

Much appreciated.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af4f0d93b696a9fcb528703278c36a056d... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c18e4609a7696df5f109da4886e30ac5b8... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6626fc02f3b1328ab1cc4efc77466de829... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/010f65a67c4d5c2422cf648450f6f60e44... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/765404ac2421ab06cdf748558efe64f260... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eef12806dea34532d20a394375e7065ddf...

[Swinterz]

Hi Virgin Media team,

Although likely there is no update, please can you advise if there has been any movement on the provided reference of F009616689, unfortunately this is quite badly impacting my work during the day.

Cheers

[Tom_W1]

Hi @Swinterz, thanks a lot and I'm sorry we've not provided you with a follow-up until now.

I can confirm that the ticket F009616689 is still ongoing at the moment, albeit with a fix time of March 14th at approximately 15:10.

We'll do everything we can to get this sorted before then, but do hope that this information helps somewhat.

Many thanks

[Swinterz]

Hi Virgin Media Team,

Just checking in again to see if there has been any updates on the situation for this?

I spoke to a phone advisor last Wednesday in regards to the complaint (C28253534), who gave me the normal run of the mill and has sent out another WiFi pod for some reason. He did advise that the network fault that was raised of F009616689 had been closed/resolved but that he had re-opened it.

Later that afternoon I did receive a text from Virgin stating a network fault had been fixed in our area and to restart my router. I've done this and while there was a minor improvement it was extremely minor, and problems unfortunately still persist. Please see below BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/49e2b4664152d60627dfcf3f00511ea09e...

Thanks again for the help so far.

Kind regards

[Serena_C]

Hi @Swinterz

Thanks for getting back to us with an update. Sorry to see the latency spikes are still ocurring, I will chase this up again now with the networks team and get back to you as soon as I receive a response from them. Apologies for the frustration these connection issues are causing.

Best wishes,

Serena

[Swinterz]

Hello Virgin Media Team,

Just another checkup if you don't mind to see if there is any progress, and can you also provide the current reference that this has been raised under to the Networks team.

Many thanks,

[cd99]

have some problem

[Jodi_S]

Hi Swinterz,

Thanks for coming back to us. Apologies that you have not received any updates. When the agent you spoke to concerning your complaint re-opened the ticket, did he stage this to our network team for you?

Kind regards Jodi. 

[Swinterz]

Hi Jodi,

Apologies for the delay in response, the adviser just informed me he would re-open the ticket on the phone and pass back to the Networks team, whether he's done this or not I am not sure am afraid, (so query should still be on open ticket F009616689).

If you could check this for me it would be much appreciated, at the moment peak times are certainly still extremely suffering and over this past weekend there was some pretty terrible packet loss.

Not sure if it's worth perhaps an engineer coming out to take a look at the cabinet on the street also.

Many thanks,

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2eebe79af6f458ef6a3cb096614658c8a6...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c3063beaf16caba76548a97da2b23c9cc...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81e8f034b224279bc425283f13e4b624bb... 

[Paulina_Z]

Hi @Swinterz,

Thank you for coming back to us about your ongoing issues and high latency. I was able to investigate your ticket a little further and from what I can see, this ticket is now closed and has not been re-opened. Did the agent advise you of any other F number that your issue could be raised under?

I was able to run some further checks on our systems and after checking, I can see that your downstream power levels are out of spec. In order to have this issue resolved, we would need to arrange for a technician to visit your property and investigate further. To have this arranged, I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[Swinterz]

Hi Paulina,

Thank you for the prompt response, unfortunately the agent did not provide another F number. I'm not particularly sure he even understood what the issue was as seems to be the common case the with the telephone agents.

If you could re-raise another Network Fault I'd really appreciate it as internet still remains with no issues from 12am - 8am. But an abundance of packet issues the rest of the time as more users within the area are active.

I've responded to your DM in regards to the technician.

Kind regards,