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TikTak
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Message 11 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Just to keep this barely alive.

The latency issue seemed to be OK for the last few days (although not a massive amount of use) that was until last night and we're back to how it was. I left it until about an hour ago when I tried and again and as before, as soon as I use it, it's a nightmare.

Here's the BQMs from the 24th and the last 24h. Most of the day it was in use on the the 24th, whereas the last 24h you can probably tell where I tried to use it.

VirginBB Latency Festive.png

 I will call VM again in the New Year and check on if they are actually going to dig up my road in a crazy attempt to fix this.

HNY to you all!

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Forum Team (Retired) Emma_E
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Message 12 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Hi TikTak,

Thanks for getting in touch. I am sorry to see you have had trouble with your connection.
 
I have taken a look and things seem to be ok from this side. It may help to try the following so we can rule some things out:

Pop the hub into Modem Mode with the computer in Safe Mode with Networking at different times of the day.

Try on separate devices.

Check Ethernet cable. Make sure it is new / up to date. (Cat 5e or above).

Make sure device is capable of agreed speed.

Check wireless card slide.

Take care. 

 Emma


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TikTak
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Message 13 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Thanks for the suggestion Emma. I have previously has the router in Modem mode and this has made little, if no difference.

Just to haul this ticket back (like there are enough people with ping issues already). After my last visit I was told that there would have to be external works etc. etc.

I called VM last week to find out the status of this and aside from the fact they've changed the complaints number so I had to go via support again, they told me that my issues and my complaint were marked RESOLVED in December. Aside from it clearly not being the case they've also completely ignored my repeated requests on the phone to not mark as resolved and not to close the complaint/issue.

So it seems it's not just support and the onsite engineers who dismiss and ignore everything, but the one team I thought might actually help did exactly the same.

My complaint/closed issue cannot be reopened, so they've opened a new one and apparently linked all the only support issues etc. to this one.

Not sure when I will hear from them again, but I'm still having trouble 85% of the time the connection is in use.

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Forum Team
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Message 14 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Thank you for providing that information to us TikTak

 

We are sorry for any confusion and disappointment in terms of the way previous complaints have been handled.

 

In terms of the new complaint which has been opened for you what have our team advised as the next steps in terms of moving forward with this?

David_Pn
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TikTak
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Message 15 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Nothing really, the technician said to wait for them to contact me, which is what happened last time.

Although that was by post and did take almost 6 weeks.

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Forum Team
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Message 16 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Hi TikTak,

 

Apologies for the delayed reply. 

 

I'll pop you a quick PM so I can get some details to assist you further.

 

Kind regards,

John_GS
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TikTak
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Message 17 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Hello one and all.

Apologies first for dragging this one out of the depths once more but here we are some months on with everything as it was.

After some weeks of troubleshooting with John, having various engineers visit and then FINALLY being told that my issue was due to congestion (Fault No.  F006984678) we can see that it was NOT.

I did protest. Stating the fact that the congestion issue had been found a mere 2 weeks before hand and my issues have been since December and I'd been "fobbed off" with this explanation before, but went with it. The resolution date was the 26th June and I have been on holiday up until last week when, low and behold, the internet is still crap (packet loss screenshot from PRTG below)

 

prtg-packetloss06-07

 

Oh and a letter for a £3.50 price hike. Great. Smiley Mad

 

 

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TikTak
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Message 18 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

No one want to touch this one?

Fairs ....

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Superuser
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Message 19 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

just start again with the info - 

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream


____________________

Tony
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TikTak
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Message 20 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

I mean I will, although after 8 months of issues you can probably understand why I'd rather not. Figures below:

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12670000004.338256 qam17
21390000005.538256 qam1
31470000005.538256 qam2
4155000000538256 qam3
5163000000538256 qam4
61710000005.138256 qam5
7179000000538256 qam6
8187000000538256 qam7
91950000004.938256 qam8
102030000004.538256 qam9
112110000004.438256 qam10
122190000004.138256 qam11
13227000000438256 qam12
14235000000438256 qam13
15243000000438256 qam14
162510000003.938256 qam15
17259000000438256 qam16
182750000004.138256 qam18
192830000004.438256 qam19
202910000004.538256 qam20
212990000004.938256 qam21
223070000004.838256 qam22
23315000000538256 qam23
243230000005.138256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.6190
2Locked38.6500
3Locked38.9260
4Locked38.9280
5Locked38.9150
6Locked38.6200
7Locked38.6210
8Locked38.6210
9Locked38.9320
10Locked38.6310
11Locked38.6160
12Locked38.9200
13Locked38.9190
14Locked38.9170
15Locked38.9160
16Locked38.6200
17Locked38.6190
18Locked38.6170
19Locked38.9190
20Locked38.6230
21Locked38.6200
22Locked38.9330
23Locked38.9320
24Locked38.9180

 

Upstream bonded channels

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

1462008204.5512064 qam3
2394000244.5512064 qam4
3537000214.525512064 qam2
4603000414.575512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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