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Annoying broadband service in CR3

What is happening with Virgin Media? In last one month, there has been 3-4 times broadband dropped completely and came back hours later. I was on business meeting twice during that time. 

i am thinking if I start to stop payment or pay less few times, what would be their reaction? Understandable if it happens once, but not every week. On of the top of that, I am on hold for last 24 minutes. 

Disgusting service, even worse customer care.

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Alessandro Volta
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Message 2 of 17
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Re: Annoying broadband service in CR3

Are you looking for assistance or just having a gripe ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 17
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Re: Annoying broadband service in CR3

  • Don’t know where to go. Was on hold for 28 minutes last time. Now again call dropped and offline while was on a meeting.

my question is “where to go with these questions and issues?”

Evidently IRRESPONSIBLE customer care will not pick up the phone. Then what to do? Your afvice will be much appreciated. 

Kind regards,

Santanu

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Alessandro Volta
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Message 4 of 17
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Re: Annoying broadband service in CR3

What does the service status page say?


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Message 5 of 17
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Re: Annoying broadband service in CR3

Service status says:

“We know of an issue in your area that results in loss of service”.

The issue is it is happening every second day. 

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Message 6 of 17
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Re: Annoying broadband service in CR3

I'm in the same area exactly, so rather than make a separate thread let me put some details here.

The last month we've had issues generally in the early morning, ranging from 2 to 30 minutes of loss of connectivity.

Channel data during those periods look like below in the spoiler tag (apologies lost the right indentation):

Spoiler


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 266750000 -17.4 27 256 qam 17
2 274750000 -17.2 28 256 qam 18
3 282750000 -16.9 28 256 qam 19
4 290750000 -16.8 28 256 qam 20
5 298750000 -16.7 28 256 qam 21
6 306750000 -16.4 29 256 qam 22
7 314750000 -15.9 29 256 qam 23
8 322750000 -15.4 30 256 qam 24
9 330750000 -15 30 256 qam 25
10 370750000 -13.9 31 256 qam 26
11 378750000 -13.9 31 256 qam 27
12 386750000 -14 32 256 qam 28
13 394750000 -13.9 32 256 qam 29
14 402750000 -13.3 33 256 qam 30
15 410750000 -12.2 33 256 qam 31
16 418750000 -11.7 33 256 qam 32
17 426750000 -11.2 34 256 qam 33
18 434750000 -11 34 256 qam 34
19 442750000 -10.7 34 256 qam 35
20 450750000 -10.4 35 256 qam 36
21 458750000 -10.2 35 256 qam 37
22 466750000 -9.9 35 256 qam 38
23 474750000 -9.9 35 256 qam 39
24 482750000 -10 35 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 27.8 306796 3716
2 Locked 28 297651 1985
3 Locked 28.3 278966 2520
4 Locked 28.6 252440 1933
5 Locked 28.9 228815 1882
6 Locked 29.4 153968 1964
7 Locked 29.9 96484 1614
8 Locked 30.3 61923 2197
9 Locked 30.5 42275 1247
10 Locked 31.9 3885 1136
11 Locked 31.9 3551 1681
12 Locked 32.3 2007 1629
13 Locked 32.5 1206 1937
14 Locked 33 750 1816
15 Locked 33.4 538 1592
16 Locked 33.8 442 1389
17 Locked 34.3 442 1813
18 Locked 34.9 403 2277
19 Locked 34.9 435 1432
20 Locked 35 409 1369
21 Locked 35.5 430 1466
22 Locked 35.5 434 1499
23 Locked 35.7 425 3970
24 Locked 35.7 404 1465

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 3.975 5120 32 qam 4
2 53700000 4 5120 32 qam 2
3 60300000 4.15 5120 32 qam 1
4 46200000 4.175 5120 32 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

In regards to the service status page. Every day this week so far it says:

'We know of an issue in your area that results in loss of service' and 'We have identified the problem and an engineer is on their way.'. The rather frustrating thing is that I've apparently said I was affected the first time and can't do it again, and the fix estimate is always 18:00 the same day but returns the next morning.

It definitely vanished for the week of the 5th, but then came back. When it works, there are absolutely 0 issues in terms of packet loss or throughput.

 

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Alessandro Volta
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Message 7 of 17
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Re: Annoying broadband service in CR3

Then you need to wait for the issue to get resolved 


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Message 8 of 17
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Re: Annoying broadband service in CR3

Same problem here (also CR3). Seriously disrupting working from home. 

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Message 9 of 17
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Re: Annoying broadband service in CR3

Appears to be back now.

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Message 10 of 17
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Re: Annoying broadband service in CR3

Well it happened right now. Downstreams were in the -20s and post RS were ramping up to the millions. Eventually lost all downstreams for 25 minutes before it fully recovered (had a blip of connection in between on a single downstream but it broke again).

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