on 02-07-2021 10:11
I've been with virigin broadband since moving into my house 6 years ago (10 years befor that at a previous address). Wi-fi has worked fine for those 6 years. Over the last few months, it has been dropping out intermittently but frequently, a few times a day.
I have re-set the hub multiple times. I have accessed online test that found a fault which then told me to come back in 24 hours to redo the test to see if the fault was still there and if it was then an engineer would be booked. I came back in 72 hours and did the test and it then told me to come back in 24 hours.
I have accessed a bot via the chat function who told me to rest the hub.
I phoned a premium number help line and spoke to a bot who ran a test and found a fault then told me to come back in 24 hours and if the fault was found an engineer would be booked but I am away from home in 24 hours.
I went to the forum for help but it was technical and jargony.
I do not want to know how my broadband works. I do not want to be an expert. I just want it to work. I pay £60 a month (the most expensive utility to bill I have) and I just want Virign to fix it.
Virign media has become too big. It's cutomer services is overly complicated and lacks a human interface. Richard Branson (the great British entrepreneur who does not pay tax in the UK and who's only virtue is that he is not Rupert Murdock) sort it out!
I want to book an engineer now!
on 02-07-2021 10:23
on 02-07-2021 11:34
Ok, Branson only has 10% stake but I don't care who owns Virgin I just want my service to work as advertised. I put in a compliant and the response I recieved (see below) indicates that Virgin will not fix my service.
We’ve looked into it – here’s our findings:
We understand that you are facing issues with the service. We are sincerely explanatory for the inconvenience. Upon investigation, we would like to inform you that there are so many reasons your Internet connection might appear slow. It could be a problem with your modem or router, Wi-Fi signal, signal strength on your cable line, devices on your network saturating your bandwidth, or even a slow DNS server. Only after the troubleshooting is done it will help us pin down the cause. We request you to do basic troubleshoot for intermittent issue following this link https://www.virginmedia.com/help/virgin-media-intermittent-connection. We would request you to follow the link below and have a basic troubleshoot to rectify your broadband issue https://www.virginmedia.com/help/broadband/no-slow-connection/in-home. We would also suggest a quick reboot. It might seem a little obvious, but you would be amazed at how many issues turning the hub off and on again will solve. Sign in to my virgin media or download the my virgin media connect app to check for any known network issues in your area. After the troubleshooting if the issue still persists, we would request you to call our Technical Team on the below given number. They will help you to resolve the issue.
In regards to the compensation, we would like to inform you that Virgin Media provides compensation when it is Total loss of service or Missed appointments or Delayed activations. To know more about our Auto Compensation policy please visit https://www.virginmedia.com/help/automatic-compensation . As you have mentioned the engineer visit, we would like to inform you that currently the engineer slot is not available. We cannot send any technician at any property as per the Government restrictions. We would request you for your cooperation. However, we would request you to call our Technical Team on the below given number. They will try to book an engineer based on the availability. Thank you for your understanding. For any further help you can check out our help and support site virginmedia.com/help .
And here’s our resolution to your complaint:
on 02-07-2021 14:46
on 05-07-2021 09:33
Thanks for the help. There was only 1 table/page for each downstream, upstream and network log
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 | 195000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
Power Level (dBmV) | 0.12 | 0.18 | 0.08 | -0.01 | -0.00 | 0.09 | -0.07 | 0.07 |
RxMER (dB) | 37.64 | 37.94 | 37.94 | 37.94 | 38.26 | 38.26 | 37.94 | 38.26 |
Pre RS Errors |
3524 | 2377 | 2347 | 2192 | 1205 | 1135 | 1193 | 1130 |
Post RS Errors |
1406 | 800 | 1435 | 1374 | 584 | 570 | 655 | 551 |
Upstream
US-1 US-2 US-3 US-4
570 | 655 | 551 | |||||
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 | |||
Channel ID | 6 | 8 | 7 | 9 | |||
Frequency (Hz) | 60300000 | 46200000 | 53700000 | 39400000 | |||
Ranging Status | Success | Success | Success | Success | |||
Modulation | 64QAM | 64QAM | 64QAM | 64QAM | |||
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 | |||
Mini-Slot Size | 2 | 2 | 2 | 2 | |||
Power Level (dBmV) | 44.50 | 43.50 | 44.00 | 43.25 | |||
T1 Timeouts | 0 | 0 | 0 | 0 | |||
T2 Timeouts | 0 | 0 | 0 | 0 | |||
T3 Timeouts | 2 | 0 | 0 | 0 | |||
T4 Timeouts | 0 | 0 | 0 | 0 |
Network Log
First Time | Last Time | Priority | Error Number | Description |
05/07/2021 08:24:11 GMT | 05/07/2021 08:24:11 GMT | Warning (5) | 66050300 | Auth Fail - Web login failed. |
05/07/2021 08:23:56 GMT | 05/07/2021 08:23:56 GMT | Warning (5) | 66050300 | Auth Fail - Web login failed. |
05/07/2021 08:23:47 GMT | 05/07/2021 08:23:47 GMT | Warning (5) | 66050300 | Auth Fail - Web login failed. |
05/07/2021 08:23:39 GMT | 05/07/2021 08:23:39 GMT | Warning (5) | 66050300 | Auth Fail - Web login failed. |
04/07/2021 19:36:55 GMT | 04/07/2021 19:36:55 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
04/07/2021 19:35:50 GMT | 04/07/2021 19:35:50 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
04/07/2021 19:03:19 GMT | 04/07/2021 19:03:19 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
04/07/2021 19:02:16 GMT | 04/07/2021 19:02:16 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
04/07/2021 09:29:59 GMT | 04/07/2021 09:29:59 GMT | Error (4) | 68000411 | TOD error 19187 msec |
03/07/2021 09:01:00 GMT | 03/07/2021 09:01:00 GMT | Error (4) | 68000411 | TOD error 17546 msec |
02/07/2021 08:34:00 GMT | 02/07/2021 08:34:00 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
02/07/2021 08:32:58 GMT | 02/07/2021 08:32:58 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
01/07/2021 13:50:31 GMT | 01/07/2021 13:50:31 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]
on 05-07-2021 10:04
So, i can't see anything obviously wrong in the data you've posted - the log is interesting as it looks like it's rebooting (trying to establish time-of-day) - might be you rebooting it - hard to say.
Next step is to set up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that (as a link) back here.
on 05-07-2021 10:07
The post RS errors suggest an issue with the broadband connection - try resetting the counter and see if they go up again - if they do you need a technician visit to resolve (but check cable connections are all tight beforehand).
05-07-2021 10:10 - edited 05-07-2021 10:11
@g0akc wrote:The post RS errors suggest an issue with the broadband connection - try resetting the counter and see if they go up again - if they do you need a technician visit to resolve (but check cable connections are all tight beforehand).
possibly, though my understanding is that the hub2 always has some on boot due to teh way it negotiates the connection (i don't know why technically - i'm just regurgitating what i've seen others say on the topic)
It's worth checking whether or not these incremement over time though - i have a hub2 which also has a similar number of post-rs errors but they don't increment much once the hub is booted and operational..
on 05-07-2021 10:58
Hi @Deiniol thanks for posting and welcome to our community.
I have had a look at your services from here. I can see that you've mentioned yourself, that you have a hub 2, can I ask if that is a personal choice, or would you consider changing to a hub 3?
Regards
Lee_R
on 05-07-2021 11:04
@sophist wrote:
@g0akc wrote:The post RS errors suggest an issue with the broadband connection - try resetting the counter and see if they go up again - if they do you need a technician visit to resolve (but check cable connections are all tight beforehand).
possibly, though my understanding is that the hub2 always has some on boot due to teh way it negotiates the connection (i don't know why technically - i'm just regurgitating what i've seen others say on the topic)
It's worth checking whether or not these incremement over time though - i have a hub2 which also has a similar number of post-rs errors but they don't increment much once the hub is booted and operational..
Noted - I’m really saying see if they continue to rise