Long story short, been with Virgin 18 months, starting having issues just before the 1 year mark, got a very good deal so thought i'd live with it/bug virgin to fix issues.
Was i wrong! I'm on 350mb and at one point had 0.50mb download speed, WiFi drops at 6FT away, total network loss however white light on the front of the box. i am getting erratic speeds varying from 80mbps to a little over 400mbps. I know the common questions, WiFi or Ethernet answer is both, Is the Ethernet direct to the router and GB yes to both using a high quality Cat6 cable, speed varying at different times of the day? Yes, however better at peak times i know speeds aren't guaranteed by 0.5mbps? My area was only connected when i joined 18 months ago so i'd like to think my area can handle me trying to watch netflix.
I am a network engineer and it is infuriating to see such awful customer service. I shall lay out below what has been done to rectify my issues:
New ONU outside the wrong one was install apparently
4 Way splitter removed as i am the only one on my block (Flat) with Virgin
Currently on my 3rd router
Issues with the TV signals so had a booster added
Supposed to have a house re-wire however didn't happen as the engineer removed the 4 way splitter that was not needed
Each time calling the Helpdesk getting told to reset my router, I've done it so many times that I've lost count, however the last count was 35 times, 35 TIMES!!!
A Helpdesk person "Adjusted" my WiFi settings to fix the issues, even thought the issue was apparent on the Ethernet too, the funniest thing about this was that my Hub 3 was in Modem mode so not even using the in built WiFi! However the tech insisted he change these settings.
All these things adding up does not fill me with any confidence, i'm personally a network engineer, if i could it'd rip out your Hub 3 router and put my own High performance router however the only option i have is modem mode which makes things only slightly better.
This issue has been going on for far too long, it needs to be resolved by a competent engineer. If it mean fibre being re blown from the exchange to my house, the cable coming from the ONU inside my house and all cabling in my house to be replaced do it! The thing that really gets to me is, when i call the helpdesk to report issues the last thing i got was, well you have managed to download 600GB this month so you quite clearly are getting a service. Yes that's because throughout the day/night i have to download anything want to watch on Netflix/iplayer/on demand services as i cannot stream them live/from Netflix!
Asking for money back and getting £15 for 6-8 weeks issues is abysmal and insulting, i understand this is long but i've had enough and want someone to fix my issue.
Bellow are current logs from last reboot. Rebooting restores service for a few hours however it slowly gets worse again. Helpdesk also ask me to reboot at the start of the call and then i get the see how you get on for the next few days not listening to me when i say the above.
Welcome to the forums and thank you for your post. I'm sorry to hear that you've been experiencing broadband issues and have had difficulties in trying to resolve this.
Looking at your logs, I can't see anything glaringly wrong with your equipment so would be more than happy to take a look from our end.
Of course, we'd need to clear account security to do this and we'd never ask for sensitive information via an open platform. I'll send you a private message to gather the relevant details, please head to the purple envelope in the top right corner to respond.
I've come in this morning to an email advising that you were visited by an engineer last night who's sorted everything for you. He's explained some of the steps that he's taken and agreed plans moving forwards. It all seems great to me, but I just wanted to check in with you to ensure that you're satisfied with how things are proceeding.
Let me know if you have any concerns or if there's anything further you need.
I did have an engineer visit me who was supposed to give me a call back on Tuesday the 12th however unfortunately he didn't.
My broadband went down today which i have managed to fix myself.
I have called the help centre to get them to re arrange for him to come back and all she wants to do is turn my WiFi back on. I've been on hold with just silence for 10 minutes while she "Checks something"
If the WiFi is turned on on my router it breaks the whole thing hence using my own AP, i told the engineer this and he said if you have found somthing that works then we shall leave it like that for now untill we resolve the speed issue.
He said that if i had any more issues he would come back with a Network engineer, however since no call back i haven't had this arranged, please can i have someone call me to get this booked in ASAP as i'm getting under 150MBPs most of the time, sometimes it's okay however quite allot of the time im struggling to stream a TV show from Netflix or i loose everything g completely.
I've been having issues for almost a year now, if this isn't resolved soon i will more than likely leave in August when i come up for renewal. Considering my area hasn't even had Virgin for 2 years yet, i would of thought the network would of been a bit more resilient and would work.
Sorry to hear that the issues have returned and that you haven't had a callback from the engineer.
Taking another look at your levels from our end, everything seems fine. I'd also hate to start again from the beginning so I've emailed the individuals who were involved last time to request that they make further arrangements with you. I don't know what times or days they'll be working, but I'm sure I'll hear back over the next couple of days. I'll let you know as soon as I have a response, but please do let me know if they get in touch.
So my broadband cam in from the hwite box on the wall.
It then split one to broadband one to tv. It then split again and went to each V6. This was then changed to go through the first splitter and then through a booster to each v6 box. When the bloke came out the other day he removed that, put the 4 way splitter back in ONU side and put a 3 way splitter on where the inital 2 way was.
Bellow are the current power levels.
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Would these be in tolerance? Would seem to of raised slightly since my last post.
Still lots of errors in the network log, some being critical.
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;