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Message 1 of 19
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this close to leaving virgin media

i have been transfered about 5 times in the past 3 days via live chat, im at the end of my tether.. i understand covid has caused short staff but seriously why havent you set up your staff with work from home laptops to help out...

but back to what im not happy about ive been transfered about 5 times
originally it was to change account holder because my dad has late stage dementia and my mum pays but i manage most of their accounts now so i waited about half hour got through i explained it they tell me to wait to be transfered.. heres me thinking 5 mins.. nope 7 hours.. after that i get a reply asking if im still wanting help i say yes i get transfered they ask me the issue i repeat what i said before i get put back into a 7 or so hour queue for the same dang department.. so i give up and just request the second issue i had.. we are paying for 100mb and are somedays getting 40-70 max.. so i ask they transfer me but wait .. this time its only an hour (score? ) i get told to reset my router despite saying that i had already done it and that i should be able to get back to the same chat 15 mins later so i took the benefit of the doubt and came back .. nope get sent to the basic department i explain about the reset doing nothing they tell me they will transfer me ... 12 hours ive waited for them to reply about 3 in the morning asking if im still there.. of course i was asleep so i click yes when i wake up about 7 hours after to be told id be transfered ... 

i just want to fix my internet.. i cant call the call center hell ive seen that i can get 362Mb no phoneline broadband for less but can i get it .. of course not cause ive yet to get any reply back officially except being told to wait 24 hours

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Alessandro Volta
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Message 2 of 19
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Re: this close to leaving virgin media

What are you contracted speeds?

What speeds do you get with a wired connection?

If you want to change you package you need to call or use the text service as if cannot be done here. 


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Message 3 of 19
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Re: this close to leaving virgin media

100

40-70

ive tried calling 3 times i get the due to covid we are closed currently
i dont mind not changing package at the moment i just want to be able to change account details and get my contracted amount before upgrading..

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Alessandro Volta
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Message 4 of 19
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Re: this close to leaving virgin media

Those are wired speeds?

From what device and what spec of cable?


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Alessandro Volta
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Message 5 of 19
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Re: this close to leaving virgin media

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 6 of 19
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Re: this close to leaving virgin media

yes those are wired, even used my laptop via cat 6 ethenet straight from the router most of my devices use cat 6

all my devices are getting sub 70
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Alessandro Volta
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Message 7 of 19
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Re: this close to leaving virgin media

Post the logs Mike has requested above 


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Message 8 of 19
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Re: this close to leaving virgin media

yes and it says its all working fine.. despite me not reaching those speeds
.

yes everything's clicked in and finger tight ive also reset it as per request the other day.

i dont run a vpn.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/89f4b2df150a176ad841901b2abc28ee27...

status:

Acquired Downstream Channel (Hz)
475000000 Locked
Ranged Upstream Channel (Hz)
53700000 Locked
Provisioning State Online


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 475000000 -6.2 36 256 qam 31
2 195000000 1 40 256 qam 8
3 203000000 0.9 40 256 qam 9
4 211000000 0.7 40 256 qam 10
5 219000000 0.7 38 256 qam 11
6 227000000 0.2 38 256 qam 12
7 235000000 0 40 256 qam 13
8 243000000 -0.4 40 256 qam 14
9 251000000 -0.2 40 256 qam 15
10 259000000 -0.4 40 256 qam 16
11 267000000 -0.4 40 256 qam 17
12 275000000 -0.7 40 256 qam 18
13 283000000 -0.9 40 256 qam 19
14 291000000 -1 40 256 qam 20
15 299000000 -1 40 256 qam 21
16 307000000 -1.4 40 256 qam 22
17 315000000 -1.4 40 256 qam 23
18 323000000 -1.7 40 256 qam 24
19 427000000 -4.2 40 256 qam 25
20 435000000 -4.4 40 256 qam 26
21 443000000 -4.7 38 256 qam 27
22 451000000 -5.4 38 256 qam 28
23 459000000 -5.7 37 256 qam 29
24 467000000 -5.9 37 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 38820572 1154
2 Locked 40.9 1359848 27694
3 Locked 40.3 64380 28208
4 Locked 40.9 24223 26625
5 Locked 38.9 7831596 3939949
6 Locked 38.9 2591876 255272
7 Locked 40.3 23426 22457
8 Locked 40.3 19911 20936
9 Locked 40.9 19464 17333
10 Locked 40.9 19123 16854
11 Locked 40.9 22395 15192
12 Locked 40.3 22918 14512
13 Locked 40.9 21543 13396
14 Locked 40.3 21246 11286
15 Locked 40.3 22128 10541
16 Locked 40.3 24222 8231
17 Locked 40.9 26120 6839
18 Locked 40.3 27425 6208
19 Locked 40.3 22560 783
20 Locked 40.3 19248 808
21 Locked 38.6 2997787 919
22 Locked 38.9 123294 1104
23 Locked 37.6 841047 1195
24 Locked 37.3 3170042 711


Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.475 5120 64 qam 2
2 60300000 4.525 5120 64 qam 1
3 46200000 4.425 5120 64 qam 3
4 39400000 4.4 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm


Primary Downstream Service Flow
SFID 57286
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 57285
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Time Priority Description
07/11/2020 11:32:14 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 11:00:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 13:57:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:24:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:24:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:23:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:23:36 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:21:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:21:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:21:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:21:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:20:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:20:56 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:20:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:20:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:17:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:17:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:10:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:10:58 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:10:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 9 of 19
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Re: this close to leaving virgin media

One of your downstream channels are too low and out of spec and a few others are on the brink of being so.

Is there an attenuator fitted to the back of the hub?


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Message 10 of 19
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Re: this close to leaving virgin media

theres only a splitter thats all, cable coming through the little box on the wall over to a splitter which splits into the hub and the v box
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