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JoannaK
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Message 1 of 17
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How to get help or report an issue and receive a feedback

I live in the Hampton/ Kingston area I was trying to report an issue with the internet connection. I don't have access to the internet until late evening every day. I did all checks and VM service show that everything is ok. I try to report a problem via phone, BOT chat, complaint form,  but I did get any feedback if someone is doing something with this or if they know about the issue.

I'm losing my income because of this... what else can I do to get feedback from any human being from VM ?

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gary_dexter
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Alessandro Volta
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Message 2 of 17
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Re: How to get help or report an issue and receive a feedback

What exactly is the issue? Is it happening every day?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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JoannaK
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Message 3 of 17
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Re: How to get help or report an issue and receive a feedback

I have VM broadband since Sept20. It worked fine until this week. It started on Monday. I couldn't connect, but when I do all checks - I have a connection on hub3, I restarted everything, it shows that I should be online but I'm not. When I do nothing the connection is back in the late evening without any support and action from my side.

When I try to connect the next day the same issue. No connection for the whole day. I have to work remotely. I use a lot of data I don't know how much longer I can be on sim hot spot. 

I try to call, but it's an automated answer so I don't know if they register the problem from my area.

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gary_dexter
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Alessandro Volta
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Message 4 of 17
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Re: How to get help or report an issue and receive a feedback

Is it working at the moment?


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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JoannaK
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Message 5 of 17
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Re: How to get help or report an issue and receive a feedback

Yes. I switched again. Now it works. 

 

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JoannaK
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Re: How to get help or report an issue and receive a feedback

If you did something with this. Thank you.

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JoannaK
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Message 7 of 17
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Re: How to get help or report an issue and receive a feedback

It's been a week and I still have problem with broadband. I was working only 1,5 of a day and now - no Wifi, When I put cable between router and comp I have intermittent connection and on my computer display message - no connection.

Service check shows I have a problem with Wifi, but cable connection is on and off all the time.

I'm loosing my patience

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MikeRobbo
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Alessandro Volta
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Message 8 of 17
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Re: How to get help or report an issue and receive a feedback

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 9 of 17
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Re: How to get help or report an issue and receive a feedback

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
JoannaK
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Message 10 of 17
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Re: How to get help or report an issue and receive a feedback

Zestawione kanały downstream

Kanał Częstotliwość (Hz) Poziom sygnału (dBmV) SNR (dB) Modulacja ID Kanału

133100000011.638256 QAM25
226700000011.838256 QAM17
327500000011.438256 QAM18
428300000011.438256 QAM19
529100000011.838256 QAM20
629900000012.138256 QAM21
730700000011.538256 QAM22
831500000011.538256 QAM23
932300000011.838256 QAM24
1033900000011.338256 QAM26
1134700000011.138256 QAM27
1235500000011.338256 QAM28
1336300000010.938256 QAM29
1437100000010.538256 QAM30
1537900000010.838256 QAM31
1638700000010.938256 QAM32
1739500000010.538256 QAM33
1840300000010.438256 QAM34
1941100000010.538256 QAM35
2041900000010.338256 QAM36
214270000009.938256 QAM37
224350000009.838256 QAM38
234430000009.838256 QAM39
244510000009.838256 QAM40



Zestawione kanały downstream

Kanał Status blokady RxMER (dB) Błędy przed korekcją Błędy po korekcji

1Locked38.650
2Locked38.650
3Locked38.670
4Locked38.960
5Locked38.670
6Locked38.960
7Locked38.670
8Locked38.940
9Locked38.940
10Locked38.660
11Locked38.640
12Locked38.670
13Locked38.670
14Locked38.690
15Locked38.9120
16Locked38.660
17Locked38.660
18Locked38.960
19Locked38.660
20Locked38.650
21Locked38.6100
22Locked38.650
23Locked38.960
24Locked38.630
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