Since July this year I've been experiencing a very unstable connection with almost constant high latency and near constant low-med levels of packet loss. This makes it near impossible to do anything gaming related as the connection is simply too unstable.
I've been through the shockingly poor call services at virgin media more times than I can count now and this is very much my last ditch attempt to get things sorted before I look down legal avenues.
I've had an engineer out twice, the first engineer saw issues with the signal which he corrected and the second said there was nothing they could do, I've attached below my BQM for today and you can clearly see the scale of the issue.
I filed two complaints with yourselves, both of which were closed without any real resolution and quite frankly I'm fed up, this is significantly impacting my job as I work from home and this is causing issues with calls frequently dropping out or breaking up.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Any help would be appreciated.
Thanks for posting and welcome to the community.
Sorry to hear of the issues with the broadband, i have done a system check and there is a slight issue which the team are aware of and hopefully will be sorted asap for you. Please do monitor it over the course of this week and let us know if gets any worse/better and we can take from there.
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Hey Dyse, thanks for all the posts on our help forum and this thread.
Sorry to hear of the service issues faced last week, we'd love to have your update on this as from our end it seems all area problems must have cleared now.
Do let us know in case you're still experiencing a service problem and we're happy to help.
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Apologies for the slightly delayed response, I've been unwell the past few days.
I believe the service is still not up to the standard I would hope for and this BQM graph is perhaps more representative of a normal day:
As you can see from this, there is a notable increase in latency and packet loss between 4PM & 5PM. This is what would usually cause disconnects for myself and people on my network but the issue occurs fairly randomly for most of the day and impact for every single one of those small amounts of packet loss is both noticeable and frustrating.
Any help is appreciated as always 🙂
Your BQM images haven't been approved for posting, most likely because they showed your IP address - you're best off using the "share graph" options, which you must have done for your first post. Unfortunately, I think from that first post that the problem is the age old VM classic, over-utilisation.
If there's an Openreach option, even a slowish FTTC connection that'll almost always give a better quality of line for latency sensitive uses such as Teams, Zoom etc, or gaming uses. If you've got an Openreach or altnet FTTP option then you can combine reasonable speeds with low latency, as in my case:
Yeah I realised once I posted it that my IP was visible, cheers for pointing that out!
Here's a live link to my BQM:
While we're at it, todays is here: