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Message 11 of 16
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Re: Terrible latency and packet loss

Today's new error messages - destination not reachable by my router...  

Reply from 216.58.206.100: bytes=32 time=32ms TTL=116
Reply from 216.58.206.100: bytes=32 time=42ms TTL=116
Reply from 216.58.206.100: bytes=32 time=13ms TTL=116
Reply from 216.58.206.100: bytes=32 time=19ms TTL=116
Reply from 216.58.206.100: bytes=32 time=45ms TTL=116
Request timed out.
Reply from 216.58.206.100: bytes=32 time=13ms TTL=116
Reply from 216.58.206.100: bytes=32 time=35ms TTL=116
Reply from 216.58.206.100: bytes=32 time=10ms TTL=116
Reply from 216.58.206.100: bytes=32 time=21ms TTL=116
Reply from 216.58.206.100: bytes=32 time=15ms TTL=116
Reply from 216.58.206.100: bytes=32 time=11ms TTL=116
Reply from 216.58.206.100: bytes=32 time=11ms TTL=116
Reply from 216.58.206.100: bytes=32 time=11ms TTL=116
Reply from 216.58.206.100: bytes=32 time=12ms TTL=116
Reply from 216.58.206.100: bytes=32 time=16ms TTL=116
Reply from 216.58.206.100: bytes=32 time=9ms TTL=116
Reply from 216.58.206.100: bytes=32 time=11ms TTL=116
Reply from 216.58.206.100: bytes=32 time=13ms TTL=116
Reply from 216.58.206.100: bytes=32 time=33ms TTL=116
Reply from 216.58.206.100: bytes=32 time=18ms TTL=116
Reply from 216.58.206.100: bytes=32 time=32ms TTL=116
Reply from 216.58.206.100: bytes=32 time=22ms TTL=116
Reply from 192.168.0.10: Destination host unreachable.
Reply from 216.58.206.100: bytes=32 time=17ms TTL=116
Reply from 216.58.206.100: bytes=32 time=20ms TTL=116
Reply from 216.58.206.100: bytes=32 time=12ms TTL=116
Reply from 216.58.206.100: bytes=32 time=17ms TTL=116
Reply from 216.58.206.100: bytes=32 time=16ms TTL=116
Reply from 216.58.206.100: bytes=32 time=15ms TTL=116
Reply from 216.58.206.100: bytes=32 time=11ms TTL=116
Reply from 216.58.206.100: bytes=32 time=20ms TTL=116
Reply from 192.168.0.10: Destination host unreachable.
Reply from 216.58.206.100: bytes=32 time=19ms TTL=116
Reply from 216.58.206.100: bytes=32 time=14ms TTL=116
Reply from 216.58.206.100: bytes=32 time=12ms TTL=116
Reply from 216.58.206.100: bytes=32 time=16ms TTL=116
Reply from 216.58.206.100: bytes=32 time=23ms TTL=116
Reply from 216.58.206.100: bytes=32 time=15ms TTL=116

 

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Message 12 of 16
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Re: Terrible latency and packet loss

6503f0756e4a2171ef96f80809892c3aeae7f429-25-06-2020

Something happened at 1:30pm yesterday - dead for 10mins....    didn't fix anything.... latency and jitter still horrid.

@Megan_L
@Gareth_L

What now?

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Message 13 of 16
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Re: Terrible latency and packet loss

What now?

Welcome to Virgin Media's "new normal" of over-utilisation.  In most cases, fixing over-utilisation is not quick, is technically complex to do, costs a lot of money, and the returns on that investment are very poor.  As a result, VM often do nothing.  A fault reference is created complete with a resolution date, but nothing is actually done on the ground, nor do VM intend to do anything.  They hope that sufficient customers leave to bring the network back within capacity, but that's a very slow process of attrition that can sometimes take years.  When the resolution date arrives and the problem isn't fixed, they set a new one two months down the road, "rinse and repeat".  Many customers tolerate the poor performance because they don't know any better, and years of telcos being allowed to sell performance they can't deliver means expectations are low.

So, you put up with this shoddy service, or you leave.  You can complain to Ofcom that over-utilisation is a problem caused by VM selling capacity that isn't available, and the company would/should have known wasn't available, and that this is in breach of the VM commitment to treat customers fairly.  That won't get a short term result for you, but if enough people do this it should start a small fire under VM's senior management's padded seats.

If you're still in contract you may need to involve the industry arbitration scheme CISAS to leave without penalty.  But you have to complain to VM first, give them eight weeks to resolve (or to admit "deadlock" in that time).  If complaining demand compensation for the shonky service and hassle, as well as to leave immediately and without penalty.

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Message 14 of 16
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Re: Terrible latency and packet loss

Hi @Megan_L , @Gareth_L

I've been suffering patiently, and whilst still intermittent issues, directionally things appear better...  not sure if this is folks returning to work and taking pressure off your network, or whether some of the promised fixes are starting to have impact...   the last five Wednesday's charts....  improving. Thanks.

 

JULY 1VM-2020-07-01.png

JULY 8VM-2020-07-08.png

JULY 15VM-2020-07-15.png

JULY 22VM-2020-07-22.png

JULY 29VM-2020-07-29.png

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Message 15 of 16
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Re: Terrible latency and packet loss

But still explainable pockets of disruption....

 network-issues.png

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Message 16 of 16
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Re: Terrible latency and packet loss

Hi shauncotter,

 

Thanks for coming back to us and apologies for the delayed reply. 

 

I've ran a fault diagnostic today and it's asking me to get you to check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.

 

Let me know, 

Kind regards

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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