on 05-11-2022 16:27
The cable from my house to the green box needs replacing and I've now been suffering with packet loss and disconnects for almost 3 months. The entire 1st month of this I was messed around with VM phone support telling me that they don't see a problem, then telling me they are going to boost my connection from their end.
I've been told on many occasion by VM staff, even a VM auditor that was sent out, that the job should be done "in a few days".
Well, the first Comex crew turned up, dug the access point in front of my house on the path and put in a drain cap. Told me that the cable layer will be there within the next few days. They don't do the cable pulling... Okay... Fine.
Week or so later, I am heading out and see a single crewed Comex van pulling in to my street, expecting to see him there when I get back and he's nowhere to be seen. There's some gas works going on down the street from me so I ask the workmen if they've seen a Comex van and they told me he asked them when they'd be finished, sprayed "EMP" on a drain and drove off. This stunk of a guy who just couldn't be bothered to work around Gas roadworks going on down the street from me.
I phoned VM, told them about this and a few days later I see 2 VM vans, one of them being an auditor who told me he had been sent out to investigate why the cable wasn't pulled, and told me that the drain is in such a position that it requires and "Early Morning Pull (hence the EMP on the drain). No worries he says, they will most likely be out within the next couple of days.
This leaves me wondering, why would the first crew not have told the cable pulling team that they need an early morning pull? Yet another bunch of time wasted because of this.
A week later, still nothing. Phone VM again and am told that my booking has been moved to 8th November, but not to worry because they book people 1 month in advance and usually turn up way sooner.
So, I'm now 3+ months in to this intermittent connection issue, packet loss every 15 minutes on most days, on the odd day I am very lucky and for some reason there is no packet loss.
Now, with just 3 days left until the 8th and my faith in Comex showing up well and truly down the loo, can a member of staff chase this up for me and make sure that this does happen on or before the 8th?
Thank you.
Answered! Go to Answer
on 15-11-2022 09:21
Hey Phixion, thank you for reaching out and I am sorry to hear you are having a construction issue.
I am going to send you a PM, so we can to the bottom of this and find out what is going on with it.
Please look out for the purple envelope. Thanks
Matt - Forum Team
New around here?
on 05-11-2022 18:13
on 05-11-2022 18:16
Honestly starting to think something else is responsible for this PL. It's just too convenient that it hits every 15 minutes. If it was a fault on my line surely it would be more erratic, not every 15 minutes?
Also, very rarely, some days there's no packet loss at all, this is the 1st November.
on 05-11-2022 18:18
on 05-11-2022 18:31
Normal router mode, Superhub 4, I have my PC and another ethernet cable to a switch downstairs.
I have already tried disconnecting them and I still see this packet loss.
From Sept 8th - Sept 30th, all 23 days were filled with packet loss like this.
This is 19th Oct: https://www.thinkbroadband.com/broadband/monitoring/quality/share/980c6dc3bb39a92205292d7cdff5ba0e13...
This is 20th Oct: https://www.thinkbroadband.com/broadband/monitoring/quality/share/ff942142eae2dd6971d35c73e54b6c3986...
This is 21st Sept: https://www.thinkbroadband.com/broadband/monitoring/quality/share/0bedd006fce3485fe0b2b24cb6c7d3ccb1...
05-11-2022 18:52 - edited 05-11-2022 18:53
OK - there are lots of threads where equipment connected on ethernet cable has gone faulty and causes similar issues. Can you try this experiment tonight.
Just before bed - disconnect the pc and switch ethernet connections from the Hub and just let it run overnight. First thing in the morning - plug the pc in and take a look at the BQM - see if it was "clear" and fine overnight. If it was clear - leave it in an hour or two and see if it stays clear or "reverts". If stays clear.. Then plug the switch back in and see if the drops come back. Dodgy switches are prime suspect 😎
on 05-11-2022 19:23
I just tried again, only thing plugged in is my PC and I'm still seeing the same:
I will try and disconnect everything tonight and see how it goes. The only thing against this theory is that I've tried that in the past and it's not changed anything, and also I've had the odd day without any PL at all, with everything plugged in as normal.
The VM technician did check the cable from the cabinet end to my house and said the cable is indeed faulty, I just wonder how/why it causes packet loss at such a predictable interval.
I did request a new SuperHub before the faulty cable was diagnosed and was told they they don't just replace them on a whim anymore, they have to see errors on the router from their end, and they see no problems with it. It was the first thing I asked them, if a change of router is going to fix this issue then please try it, but they wouldn't even entertain it.
on 05-11-2022 20:21
@Phixion wrote:I just tried again, only thing plugged in is my PC and I'm still seeing the same:
So it could be the PC then? You havent tried it with nothing plugged in - or have you? See what its like when you do the experiment above. I have found a couple of examples (there are others) of what I mean
See message 12 in the first and 13 in the second.
https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2
If it an external cable then a VM person can sort a Tech visit for you on here when they get here in a day or two.
________________
on 08-11-2022 09:11
Hi @Phixion,
Welcome back to our community forums and sorry to hear you have been having an ongoing service issue. We can understand the frustration caused and we want to best help. Sometimes delays in appointments can occur due to further construction work due to take place. Just to confirm, have you checked your "My orders and appointments" tab in your my VM account for any updates?
Thanks,
on 08-11-2022 12:33
Order Ref: 38703720
No idea what that is though, it says Broadband next to it.
Doesn't seem to be linked to my issue though.
Surely you have notes you end about my issue and the supposed appointment that was made? I've been told "just a few days" over and over.