Hub 3.0 keeps dropping Teams and vpn connection

[billyhl]

Trying to work from home with 500Mbps broadband package but for the past several Months I am having severe issues with Hub 3.0 and my vpn work connection so much so that I have now got a secondary 11Mbps ADSL line that works better (Seriously no Dropouts), this has been affecting me WFH and also my work only has so much patience with "broadband problems".

On teams and VM connection callers take 10-15 seconds to be able to hear me but I can hear them straight away and I keep getting "Poor Network Quality" coming up all the time (LAN connection NOT Wi-Fi), I have no such problems on the "Backup Broadband" as I like to call it but it is actually my GOTO broadband at the moment

I have opened complaints with VM and keep getting Fobbed off with dates this will be fixed and TBH I am thinking of dumping VM all together, I shouldn't have to endure Months of poor service and have to turn to VM forums for "Assistance", also I am paying a high price for this lack of service and No "Compensation", I have been told by a couple of people that my area is over subscribed and this is what is causing the issues.

I noticed that some people had asked for the hub downstream logs so I have attached this if it helps anyone to try and figure out what is happening to my connection.

Router status

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	235000000	1.9	37	256 qam	13
2	139000000	3.4	37	256 qam	1
3	147000000	3	37	256 qam	2
4	155000000	2.9	37	256 qam	3
5	163000000	3.2	37	256 qam	4
6	171000000	3.7	38	256 qam	5
7	179000000	2.9	37	256 qam	6
8	187000000	2.5	37	256 qam	7
9	195000000	2.4	37	256 qam	8
10	203000000	2.2	37	256 qam	9
11	211000000	2.7	37	256 qam	10
12	219000000	2.2	37	256 qam	11
13	227000000	1.5	37	256 qam	12
14	243000000	1.5	37	256 qam	14
15	251000000	2.2	37	256 qam	15
16	259000000	1	37	256 qam	16
17	267000000	2	37	256 qam	17
18	275000000	2.2	37	256 qam	18
19	283000000	2.5	37	256 qam	19
20	291000000	1.9	37	256 qam	20
21	299000000	1.5	37	256 qam	21
22	307000000	1.7	37	256 qam	22
23	315000000	2.2	37	256 qam	23
24	323000000	1	37	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	27605	9687
2	Locked	37.3	283481	81041
3	Locked	37.6	754874	1319638
4	Locked	37.6	400922	18731
5	Locked	37.3	16225609	46448
6	Locked	38.6	10480126	128348
7	Locked	37.6	3052313	20169
8	Locked	37.6	233842	17119
9	Locked	37.6	380479	15326
10	Locked	37.6	78935	12527
11	Locked	37.6	43540	12311
12	Locked	37.6	109084000	22942025
13	Locked	37.3	45499	16125
14	Locked	37.3	35476	16184
15	Locked	37.6	39462	14291
16	Locked	37.6	32373	13845
17	Locked	37.3	24130	13490
18	Locked	37.3	19581	14004
19	Locked	37.6	28141	14197
20	Locked	37.3	45502	16736
21	Locked	37.6	28196	18149
22	Locked	37.6	32009	18428
23	Locked	37.3	40138	19174
24	Locked	37.6	41785	17357

Thanks in advance for anyone taking the time to help or point me in the right direction.

[David_Bn]

Thanks for your post @billyhl, and welcome back to our Community Forums!

Sorry we've not been able to get to your post sooner and of course for the issues you have been experiencing on your connection.

Do please keep us updated with how the engineer visit goes on Friday and if any further action is required on our side, we'd be happy to pick this up to assist you further.

In relation to your questioning of compensation for the service issues, we would have to advise that Virgin Media are part of the automated crediting scheme put in place by our regulators, take a look at this handy link for further info.

Kindest regards,

David_Bn

[billyhl]

So when no engineer turns up and no notifications of delays do customers get £25 credit for our time being wasted?

Been sat waiting all morning and its now past 1.30pm with nothing.

Thanks again VM

[Ashleigh_C]

Hi there @billyhl 

We do offer a £25 credit for missed appointments if this is due to our mistake.

Can I ask what happened with your appointment? 

[billyhl]

Apart from the text to tell me the previous message from VirginMedia on Wednesday 12:32pm Nothing

No apology, no reason why anyone didn't turn up just Nothing...........

Not very happy about the broadband not working properly and really unhappy about appointments made and not kept with no explanation.

No one has contacted me since.

[Beth_G]

Hi billyhI

I am very sorry that your appointment was missed, I completely see why you're frustrated.

I've had a look and it looks like it has been cancelled due to the fact we found an outage in the area, so the visit was no longer required. You should, however have been notified so I do apologise if that was not the case.

The outage is estimated to be resolved by 24th February, so please do let us know how things are then.

Thank you,

[billyhl]

So are you saying that I don't get £25 compensation because you found (Allegedly) a fault but failed to notify me?

Not being funny but I have heard this so many times from VM that I do not believe it.

I really don't know how VM can charge customers a monthly fee but not provide a stable service

This has been going on for months but the website states no problems in my area until you put a name/postcode in and ask for a test

Suddenly it mentions a fault in your area and and it has stated "several" times a date that it will be fixed by

Do I trust your estimate of 24th Feb as being fixed? absolutely not just like the previous 3 dates that I had been notified of.

No point calling CS as I don't want to waste another 20-45mins of my life trying to get through to you.

Why haven't all customers in my area been notified of this "problem" which won't be fixed until 24th Feb? Where's the compensation?

No refunds for the last 3 months+ at full price for users struggling to get a stable service?

[billyhl]

So far the graphs haven't changed daily, how come 6-12 seems to be better than the rest of the time?

Could this be because my area is oversubscribed ?, this is a daily pattern, if it was a fault there would not be a time pattern.

I will post another after the "24th Feb" when you have said the "Fault" (cough,cough) should be fixed.

[Ayisha_B]

Hi @billyhl 👋,

I have checked our systems and can see there is still a Signal to Noise Ratio (SNR) outage impacted your area.

This has been raised under Fault Reference F010412512.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. 

The current estimated time of fix is 01 MAR 2023 16:00.

We are sorry and our engineers are working hard to resolve this for you.

In regards to compensation, this will be automatically assessed and if eligible bill credit will be applied as per our Auto Compensation Policy. 

Thank you

[billyhl]

So have checked with Neighbour's who have VM and they are noticing bad connection problems as well.

I did say that there's no way it would be fixed on the 24th and as advertised ..............

VM didn't have any problem taking the full amount out of my bank again (No Compensation)

I did call and ask about compensation when engineers don't turn up but was told that they had found a fault in my area and there was therefore no point in sending an engineer out to me but someone forgot to let me know.

I never made any more requests for an engineer but have had a text message on Saturday at 12:32 to say that an engineer will be here on Tuesday the 28th between 8AM and 12PM, followed up by a text this morning (Monday) at 08:17AM and another at 17:49 all mentioning that an engineer will call tomorrow, Do you mean you are actually going to send one this time?

So if I'm not in and didn't make the appointment do I get charged £25 (LOL)

Thinkbroadband graphs quite clearly show no problems between 6AM and 12PM but VM have arranged an engineer between these times.

For those that haven't had a look at the graphs I have posted one from today and look, no red lines between 6AM and 12PM (Quick send an engineer then)

You couldn't make this up as no one would believe you.

Really didn't think Customer Service could stoop this low, unprofessional from Start of Complaints to the finish, this has been an absolute joke.

[billyhl]

So we finally got an engineer today, he reset and bounced the Hub after checking speeds and connections.

He politely said that he had no problems to report and speeds etc were all within operating parameter's.

I pointed out that there never seems to be a problem between 6AM and 12PM (Dinnertime) but that shortly after that everything just goes haywire?

He looked at all the graphs that I had collected and said that this wasn't a problem on my end but seemed to be part of a bigger network problem.

He said that because of the normal readings that he couldn't even see that changing my hub would make any difference, there was nothing else he could do except apologise and state that he would report the fault and findings to his manager.

Still don't feel that VM have taken me seriously for the last couple of months and I really can't see them doing anything else to sort this "Network" problem out.

I have switched all my LAN connections to my ADSL broadband as this performs with no dropouts and will switch the last of my wi-fi devices over as the VM connection is unstable (But they still charge full price for it as it's not a complete disconnection)

Think I have been with VM (And previous names) for a while and this has left a bitter taste in my mouth regarding the lack of "Customer Service", fortunately it looks like there are other cable operators on the horizon for this area so looks like I will have to do with ADSL and my 5G router in the meantime until they become available.

I would like to think that VM might want to take a look at their Network in this area so that they might get it up and running properly for the rest of the users within this area.