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Spurs1984
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High Latency/Ping & Packet Loss

Hello

I have a sam knows white box & a BQM set up and i have been monitoring the service since install.

On 24/11/20 there was a area fault and since then the broadband service has not been stable as you can see from below graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5e2478bda0ebf11496614468dd5aa2edf80e16dc-24-11-2020

Engineer attended on 3/12/20 and confirmed there was a MER (modulation error ratio) issue and that he cant do anything to repair it and need to be referred to networking team for repair, he said that someone from networking will attend to repair it within the next 7days, Well guess what nobody has.

Here is a few random BQM's before fault started on 24/11/20

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74b4599484a94ced9afffffa0cd0fd6f9581865a-22-11-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/41008bcda6d63796d069dbe42cf873906d369af5-12-11-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/315aba7bcad5e0cecebb8c88d9d32cea4e5e6693-15-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/f672451f6c2b2409b12b989316fb5235f2eff018-16-09-2020

 

Here is a few random BQM's after fault started on 24/11/20 and is pretty much like this everyday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f5a689af37a89c1c819a917fa89d67a64ab0d0a7-02-12-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/af494e40efb20daf8ad38762594c470751dae480-03-12-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/25fa07e6e0337c9c449139e2ae69665be341d114-06-12-2020

I called 150 on 11/12/20 and after a 2 hour wait i finally got to speak to tech support and they told me the engineer notes were that:

'the networking team refused the referral and they wont attend to resolve the issue'

The tech support lady has now organised another engineer to attend on 15/12/20,

My issue being is that i have just been left in limbo and without me calling and chasing this up nothing would of happened to resolve.

Not a very good customer service experience from VM so far.

Will update this thread on 15/12/20 after engineer visit

 

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peterparker10
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Re: High Latency/Ping & Packet Loss

try improving your internet connection by upping the speed or switching cables going into fibre net

this will reduce your latency quite a lot 

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[MOD EDIT: Inappropriate Hyperlink removed, please review the Forum Guidelines]

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Andrew-G
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Re: High Latency/Ping & Packet Loss

Ignore the bad advice from the spam poster.  Increasing the speed of your connection won't improve latency problems, but will make VM richer, and lock you into a new 18 month contract.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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Spurs1984
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Re: High Latency/Ping & Packet Loss

Update

Not a good report.

Engineer attended on 15/12/20, said that they will need to re-attend to do a Re-Pull of the wiring outside the property, This was raised and authorised by senior manager on 16/12/20 and was scheduled to be done on 17/12/20 between 1pm-6pm, Guess what nobody turned up, Here goes another 1 hour phone call on hold to try speak to someone that understands English clearly to find out what the heck is going on...... 

Thanks VM, Most appreciated

 

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Spurs1984
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Re: High Latency/Ping & Packet Loss

Update

Engineer attended this morning 18/12/20 from Kelly communications on behalf of virgin media,

Engineer confirmed there is a issue, But that they wont do the Re-pull as the job is to big jus for 1 flat having a issue, as of that they left and that was it,

Would appreciate if someone from the VM forum team could step in so we can discuss where we go from here please

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