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Latency Packet loss problems

I have a major issue one which Virgin are saying its my issue i'm getting ping spikes, latency and packet loss. I've had 3 Engineers to my property all trying different things the first said it was a power issue, second said it was a connection issue and said the first didn't know what he was doing. When engineer 2 came back out the third time he said there was nothing else he could do and a cable would be replaced in mid-February considering i've had these issues the whole time I've had VM i think its oversubscription.

Can anyone with experience look at the information below and tell me whether it looks normal to them, the packet loss when gaming is really noticeable.

this happens when i ping google

PING google.com (216.58.204.238): 64 data bytes
72 bytes from 216.58.204.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.204.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.204.238: seq=2 ttl=55 time=3710.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1246.666/3710.000 ms

Traceroute to google 

Trace Statistics : traceroute to google.com (216.58.204.238), 30 hops max, 38 byte packets
1 * * *
2 popl-core-2a-xe-814-0.network.virginmedia.net (62.255.65.209) 10.000 ms 10.000 ms 10.000 ms
3 * * *
4 tcl3-ic-2-ae4-0.network.virginmedia.net (62.253.175.130) 10.000 ms 20.000 ms 10.000 ms
5 74.125.49.52 (74.125.49.52) 20.000 ms cpc69435-hink4-2-0-cust104.8-2.cable.virginm.net (62.252.5.105) 10.000 ms 30.000 ms
6 * * *
7 172.253.65.210 (172.253.65.210) 10.000 ms 172.253.71.188 (172.253.71.188) 90.000 ms 108.170.238.118 (108.170.238.118) 10.000 ms
8 lhr48s22-in-f14.1e100.net (216.58.204.238) 20.000 ms 172.253.71.201 (172.253.71.201) 20.000 ms 20.000 ms
Trace complete.

 

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Re: Latency Packet loss problems

In theory this is all a simple problem and should be well within the capabilities of Virgin Media to diagnose and fix, given that being an ISP is their core business.  But, if VM are saying it isn't their problem and/or they're not able or willing to diagnose and fix it despite at least 5 visits (?) and presumably some hours on the phone to VM's execrable offshore customer service, then it may be time to cancel and take your business to another ISP?  Bear in mind that the quality of technical and customer support is poor from all major ISPs and given your experience with VM, you may be better off with the best performing small ISPs.

If you do decide you want to leave but you're currently in a fixed term contract, then do a series of speed tests when performance is at its worst, and (hopefully) the speed will be below the minimum guaranteed speed - keep screenshots, and then they'll have to either fix the issue or let you leave without penalty.

And the other option (regardless of whether you're in a fixed term contract) is to phone and ask to cancel, and then let the UK retentions team try get the problem resolved so that you'll stay.

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Re: Latency Packet loss problems

Thank you I'll start keeping more speed tests I'm really disappointed with their attitudes towards it. 

Also they are trying to make it impossible to complain  it's truly atrocious.

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Re: Latency Packet loss problems

You mean the web form that doesn't work properly?  VM have know that for years, and that's the way they like it. 

I've got some thoughts on how to make an effective complaint, but you might want to think about the previous suggestions first, and if your main focus is to stay with VM and then to sort out the connection quality you might also want to set up a Broadband Quality Monitor at Thinkbroadband.com as that will track your connection quality continuously for latency and packet loss - after a day or two the trace will show whether there's any problems.  

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Re: Latency Packet loss problems

I've had the BQM up for months sent to virgin they know it's a problem which is why they sent the engineers now they've just given up and taken to ignoring me. 

I have BT being installed in under 2 weeks had it before Virgin and was much happier. Still got 2 months to run on virgin I've raised complaints I'll go to Cisas when they dont fix it when the time limit runs out on my complaints. 

Yes that form was what I was referring too also had customer Services cut me off when making another. Another transfer me back to offshore when I went to make complain another time.

I've also this week sent a request for GDPR information to be sent to me on my account. I have full logs of everything.

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Re: Latency Packet loss problems

If you've got the time and want some extra fun, you could also complain to Ofcom that VM's deliberately poor customer service, the failure to resolve complaints, and the conveniently broken complaint web form all amount to a knowing failure to treat customer's fairly, results in worse customer service and under-reporting of complaints, all of which are a breach of the commitments that VM have recently made to Ofcom. 

That certainly won't affect either the process our outcome of your complaint with VM, but it might wake up the workshy oompa-loompas at Ofcom, and put pressure on VM's senior management to pull their heads out whatever dark, moist place they've currently got them shoved.  Whilst Ofcom have been consistently useless as a regulator, the very thought of a regulatory investigation scares the ordure out of regulated companies (I know this because I've worked for a quite a few).

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Re: Latency Packet loss problems

I will do that I'll be honest my favourite part of the VM customer service I asked what I needed to do to qualify early release from my contract.

I was told if you have 3 engineers out within 4 weeks you could auto leave and I said great I've had 3 engineers visits within that time frame. Only 2 were logged on the system it's so corrupt I asked to escalate to his manager he transferred me back to offshore.

It's an absolute joke 

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Message 8 of 14
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Re: Latency Packet loss problems

Hi Liddiard,

 

As per our PM conversation, I'm currently waiting on an update from our field team as there is no updates showing when I do a background check. I can assure you that no one is ignoring you and we're doing everything we can to help.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 9 of 14
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Re: Latency Packet loss problems

Let's clarify this is the same team that been looking into this since December inclusive of 3 engineers visits and an AFM that is currently 4 days late on returning my call earlier this week as promised.

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Message 10 of 14
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Re: Latency Packet loss problems

We do appreciate your frustration with this. As my colleague as advised in your PM conversation with him. He is awaiting an update and once he has one will be in touch. 

 

^Martin

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