Time to move on

[deano2012]

it was good whilst it lasted but I think it’s time for me to move on’ Have been having the same awful, appalling service from Virgin Media as everyone else. Finding am a prisoner, held captive by Virgin Media's excretiable off-shore (non-UK based) call centre customer service. Dropouts galore and every time I call the service number it's either a BS time stamp or an 'it's a complicated one and will take a little longer 21 hours blah blah I’m sorry but I’m not paying money each month for a service that is off more times then it is on. having the same for weeks now. Either "there are no issues in your area, do you want to report one?", or "there are known issues in your area, we're working on it’ today i got told there was an outage in my area but it’s funny how most of my neighbours are fine who are also with virgin media.

[Paulina_Z]

Hi @deano2012,

Welcome back to our Community Forums. Thank you for your post and I'm very sorry to hear that you're unhappy with your experience with us. 

I'm still looking into your issue via Private Message and have responded to your latest message. 

Please get back to me as soon as you can so that I can look into this further for you.

Thank you.

[Lee_R]

Hi Deano20212, thanks for posting.

I am sorry to hear you're unhappy.  I can see that you're liaising with my colleague Paulina.  I will leave you in her very capable hands.

Regards

Lee_R

[deano2012]

Hi paulina' we lost connection again this afternoon and the dreaded blue flashing light started on the front of the replacement hub 5 here are my latest hub 5 router status since it happended Post RS Errors are counting again 😞 many thanks.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	7.5	42	QAM 256	25
2	179000000	6.1	41	QAM 256	6
3	187000000	6.3	41	QAM 256	7
4	195000000	6.7	41	QAM 256	8
5	203000000	6.8	41	QAM 256	9
6	211000000	7	41	QAM 256	10
7	219000000	6.9	41	QAM 256	11
8	227000000	6.8	41	QAM 256	12
9	235000000	6.6	41	QAM 256	13
10	243000000	6.4	41	QAM 256	14
11	251000000	6.3	41	QAM 256	15
12	259000000	6.6	41	QAM 256	16
13	267000000	7	41	QAM 256	17
14	275000000	7.4	41	QAM 256	18
15	283000000	7.6	41	QAM 256	19
16	291000000	7.7	41	QAM 256	20
17	299000000	7.7	41	QAM 256	21
18	307000000	7.8	42	QAM 256	22
19	315000000	7.7	42	QAM 256	23
20	323000000	7.7	42	QAM 256	24
21	339000000	7.8	41	QAM 256	26
22	347000000	7.8	42	QAM 256	27
23	355000000	8	42	QAM 256	28
24	363000000	8.2	42	QAM 256	29
25	371000000	8.3	42	QAM 256	30
26	379000000	8.3	42	QAM 256	31
27	387000000	8.3	42	QAM 256	32
28	395000000	8.1	42	QAM 256	33
29	403000000	8	42	QAM 256	34
30	411000000	7.9	42	QAM 256	35
31	419000000	7.9	42	QAM 256	36

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	42	13903	6859
2	Locked	41	10602	4336
3	Locked	41	15349	6880
4	Locked	41	13196	5642
5	Locked	41	6155	2792
6	Locked	41	5240	2395
7	Locked	41	5897	2196
8	Locked	41	3538	1254
9	Locked	41	3518	1152
10	Locked	41	3910	1342
11	Locked	41	4668	1768
12	Locked	41	5282	1810
13	Locked	41	3094	798
14	Locked	41	3642	1201
15	Locked	41	2796	952
16	Locked	41	2633	656
17	Locked	41	2581	859
18	Locked	42	2490	959
19	Locked	42	3710	1373
20	Locked	42	2095	407
21	Locked	41	5560	2466
22	Locked	42	4759	1946
23	Locked	42	11665	5238
24	Locked	42	13249	5407
25	Locked	42	12841	4828
26	Locked	42	12320	4711
27	Locked	42	12048	4331
28	Locked	42	9565	3139
29	Locked	42	10124	3099
30	Locked	42	10743	3221
31	Locked	42	10739	3379

[deano2012]

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	42	30328	18563
2	Locked	40	25491	10045
3	Locked	41	45338	34305
4	Locked	41	26856	22438
5	Locked	41	17860	12829
6	Locked	41	16137	14389
7	Locked	41	16832	16165
8	Locked	41	15637	15324
9	Locked	41	18535	14934
10	Locked	41	18020	12239
11	Locked	41	17284	10322
12	Locked	41	19448	11292
13	Locked	41	16283	9367
14	Locked	41	14881	8144
15	Locked	41	14401	8218
16	Locked	41	19106	13201
17	Locked	41	12578	6713
18	Locked	41	14363	8659
19	Locked	41	13755	7685
20	Locked	41	10285	5446
21	Locked	41	14198	8558
22	Locked	41	14937	9799
23	Locked	42	20391	12356
24	Locked	42	28470	17913
25	Locked	42	20244	11038
26	Locked	42	21756	13470
27	Locked	42	22643	13956
28	Locked	42	24841	15584
29	Locked	42	26007	15542
30	Locked	42	20745	10945
31	Locked	42	24009	14366

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b8e09b9f8fc79375e6b69afec5d5fba74a46ccd8-03-01-2023

[Tudor]

Also need upstream stats. 

Too many errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. 

[seunje]

---

@deano2012 wrote:

it was good whilst it lasted but I think it’s time for me to move on’ Have been having the same awful, appalling service from Virgin Media as everyone else. Finding am a prisoner, held captive by Virgin Media's excretiable off-shore (non-UK based) call centre customer service. Dropouts galore and every time I call the service number it's either a BS time stamp or an 'it's a complicated one and will take a little longer 21 hours blah blah I’m sorry but I’m not paying money each month for a service that is off more times then it is on. having the same for weeks now. Either "there are no issues in your area, do you want to report one?", or "there are known issues in your area, we're working on it’ today i got told there was an outage in my area but it’s funny how most of my neighbours are fine who are also with virgin media.

---

Good call on deciding to move on.

Its very likely they will try to lure you away from that, please be careful.