on 07-07-2021 08:40
My broadband went down yesterday and this morning I'm getting some quite heavy packet loss (approx 12% or more). Is this endemic or can anything be done? I'm on 1G with the Hub in modem mode. Tests from the VM portal say no fault, they mustn't consider packet loss to be an issue.
Ping statistics for 142.250.200.3:
Packets: Sent = 101, Received = 88, Lost = 13 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 36ms, Average = 14ms
159 | Locked | 40 | -2.1 | 106434449 | 45 |
Answered! Go to Answer
on 09-07-2021 12:24
Thanks for coming back to me @jgforrest and I can appreicate your slight frustration in not fully knowing what's happening in the local area.
I will seek to obtain the reference number for the outage and see if a manager can access the notes left by the engineer to see if this sheds any further light on it
However, on some occasions the notes can give very little away as they're mainly used for internal purposes only. Hopefully I can decipher the brief and possibly tech jargon-like notes and have some form of answer for you
Kindest regards,
David_Bn
on 07-07-2021 08:55
on 07-07-2021 09:51
Thanks. The automated line said they were “improving the service in my area”. I’d like to believe this is true but it often feels like the status updates aren’t directly related to the issue. They say it will be out until 3pm but it’s packet loss not an outage. It’s down to about 4% packet loss now so hopefully I’ll be able to work.
on 07-07-2021 09:52
on 07-07-2021 10:28
It’s back now. Died completely for 10 minutes then came back with a more reliable connection. <1% packet loss.
on 09-07-2021 09:07
Good Morning jgforrest,
I've been able to look into the local area and can see that the outage is currently still open and is due to be resolved on 14/07/21 at 09:55am
Do please come back to us beyond this time frame and we'll seek to take a closer look into this for you
Kindest regards,
David_Bn
on 09-07-2021 11:48
Thanks David,
my connection has been stable for the last couple of days, hopefully will stay that way. Interested to know what’s still being worked on if that can be shared.
thanks again,
jeff.
on 09-07-2021 12:05
on 09-07-2021 12:10
Not unusual but it’s a shame. Being more open builds trust. If a piece of kit failed or someone dug up a cable that’s useful to know instead of imagining someone just didn’t do their job (or whatever). Seemed to be a fairly large outage as the sun were reporting on it.
https://www.thesun.co.uk/money/15442812/virgin-media-broadband-down-customers-offline/amp/
on 09-07-2021 12:24
Thanks for coming back to me @jgforrest and I can appreicate your slight frustration in not fully knowing what's happening in the local area.
I will seek to obtain the reference number for the outage and see if a manager can access the notes left by the engineer to see if this sheds any further light on it
However, on some occasions the notes can give very little away as they're mainly used for internal purposes only. Hopefully I can decipher the brief and possibly tech jargon-like notes and have some form of answer for you
Kindest regards,
David_Bn