How does a customer get VM to help resolve a problem? It's a mystery! The only "support" received to date are advice to try this or that, with no actual action on VM's part. If I can't fix it, it seems, they're not interested.
@JayEnBee . You're not going to like this, but I'm just saying it how it is.
First up, this is a "community" forum, and you will get responses from other customers, and while VM staff are involved, this isn't first line support. That's the telephone customer service, poor as it is.
Next point, VM policy is that they need proof of a fault to assign a technician. They know from experience that around 30% of fault call outs find no fault (or not one that is VM's responsibility.), so simply complaining that there is a fault doesn't get you a technician - they want further information.
Moving on, you were asked to post Downstream and Upstream date by @Adduxi and you haven't but chose to have a go at them. You keep on about the network log, but that's a technical dataset in which some errors will always occur, and you've not bothered to post a complete version. On the matter of the spreadsheet, that's all very well, but VM don't offer technical support via email, again whether we like that or not. You've complained that VM don't take ownership and "why should I have to fault find?" and those are valid and accurate criticisms, but nobody here can answer those, you'll have to take those up with VM's CEO (along with his 1970's footballer haircut, somebody needs to have words with him about that).
And finally, you are probably steaming now, but I do actually agree your connection is faulty and needs a technician, and has since you first posted. The downstream post-RS error counts were too high, the network log entries you describe are indicative of an upstream noise or power problem (on cable that messes up the downstream). You asked what the errors were, I can tell you, but you should understand that network logs aren't widely understood even within VM, it's usually best to use that along with other data to help narrow down the nature of the problem, at which point it becomes something that the field technicians can fix. Your options now are:
1) Do a Mr Angry strop, mouthing off about how rubbish VM's customer care is, and how rude and unhelpful people like Adduxi and me are. Feel free, we;re here to help, we accept that some people don't want that help. This could have been resolved much faster, VM haven't covered themselves in glory, but if you won't engage then what do you expect? Virgin Media always has been British Airways marketing and prices with RyanAir customer service.
2) Get on the phone to VM and find out again how grim the telephone "support" is. For a bit of fun ask them what the network log entries mean, just don't expect a solution.
3) Play along, post up the full hub status data, and we or forum staff will do our best to help. If you're lucky the forum staff may yet pick up your latest post, and do some remote interrogation, identify the issue and assign a technician without you having to do anything, but being proactive and posting the data may make things quicker.
