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Ant3
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Faulty broadband for over a month, no support.

I have had an intermittent connection on my broadband from Virgin Media since before Easter. Speedtests have been giving a variety of download speeds but for the most part the upload speed recorded is ZERO. This has caused me not to be able to access or send email, along with a stuttering connection to the 'web at all times of the day and night, therefore not related to area usage AFAICS.

That's more than one month without what I would call an essential service.

Unfortunately the system doesn't allow customers to report a possible fault (I suspect the ripped-out wires at street level in front of my door may have something to do with this).

Sadly every time I have been patient enough to get through to seek assistance, both through the website and the phone helpline, even though I have run all the tests, rebooted and reset the hub, moved my PC to another room and even wired it directly to the LAN, explained my worries over the cabling and that VM's speed test doesn't 'find' the router, I am always told the issue is in the area and everything will be resolved by 2:00

Typically by that time (afternoon or night) nothing is fixed and the next day it's the same story.

I have indeed sought further help and last week even received a call from an account executive (oh my!) who promised to personally make sure the latest technician appointment (last Saturday, between 4 and 7 pm) was going to resolve the issue and even swore that he'd personally follow up on my complaint and would be phoning back first thig on Monday. LIES!!

Every appointment for a technician has been cancelled week after week but I wasn't notified, none of the promised text messages to confirm the issue was resolved arrived and no call was received on Monday (maybe because it was a Bank Holiday?) or yesterday, or today, for that matter.

Only this week I have spent about 2 and a half hours in total waiting for an answer ringing the helpline but the last muppet that cared to answer decided to hang up when I moaned at his 'stock' answer "we are aware there is a fault in the area and it will be resolved by 2:00"

 

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-tony-
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Message 2 of 9
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Re: Faulty broadband for over a month, no support.

cancelled tech visits suggest there is a known area fault that automatically cancel the tech but if thats the case there should be a fault number 

so lets ask - will flag the thread

in the mean time

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

you DO need to sign in on hub4

____________________

Tony
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Tom_F
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Message 3 of 9
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Re: Faulty broadband for over a month, no support.

Hi Ant3, thanks for your post.

 

Sorry to hear about the service issues and the appointment that didn't go ahead. As -tony- mentioned above this likely means there's a known area fault - I wasn't able to check on this using your forum details alone on this occasion, so please look out for my PM so we can confirm a few details & investigate further.

 

Tom 

Ant3
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Re: Faulty broadband for over a month, no support.

Downstream bonded channels

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

1331000000-2.737256 qam25
2203000000-2.437256 qam9
3211000000-238256 qam10
4219000000-1.730256 qam11
5227000000-2.730256 qam12
6235000000-3.237256 qam13
7243000000-2.937256 qam14
8251000000-338256 qam15
9259000000-2.537256 qam16
10267000000-2.537256 qam17
11275000000-3.437256 qam18
12283000000-337256 qam19
13291000000-2.537256 qam20
14299000000-237256 qam21
15307000000-1.938256 qam22
16315000000-337256 qam23
17323000000-3.438256 qam24
18339000000-2.737256 qam26
19347000000-2.537256 qam27
20355000000-2.738256 qam28
21363000000-3.237256 qam29
22371000000-337256 qam30
23379000000-2.937256 qam31
24387000000-3.238256 qam32



Downstream bonded channels

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

1Locked37.67390
2Locked37.355440
3Locked38.629850
4Locked303635836037950105
5Locked30.219327163910245791
6Locked37.649863
7Locked37.6111017
8Locked38.6138310
9Locked37.693120
10Locked37.681460
11Locked37.3151300
12Locked37.683770
13Locked37.663610
14Locked37.343410
15Locked38.931200
16Locked37.620920
17Locked38.617130
18Locked37.615450
19Locked37.311410
20Locked38.610880
21Locked37.921940
22Locked37.313390
23Locked37.619731346
24Locked38.6355717187

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000051512064 qam5
24620000051512032 qam3
33940006851512032 qam4
45370010351512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0040
4ATDMA0000

 

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Tom_F
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Message 5 of 9
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Re: Faulty broadband for over a month, no support.

Thanks for getting back to me @Ant3. I'm sorry to confirm there is a known SNR issue in the area (ref.# F008978105). 

 

It's currently estimated to be resolved by the end of the day. If you're still experiencing issues tomorrow please get back to us for an update.

 

Tom 

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Ant3
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Re: Faulty broadband for over a month, no support.

I've been told that the three (3!) scheduled engineer visits were cancelled due to the still-going outage in the area and things should be back to normal after 2:30 PM on Tuesday (tomorrow).

This is the second time a problem arises when the contract is renewed. I think it could be a faulty filter, but how to get VM to check again on the line? On top of the problem with the faulty connection (I suggested the fault may be with the wiring going into the property) I am extremely upset that I have been inconvenienced for three weekends in a row having had to wait for the engineer, not having been informed of the cancelled appointments.

No-one has reached out to explain what is happening and the only info I have gathered is from waiting in the queue on the phone, regularly between 30 minutes to an hour.

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Ayisha_B
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Message 7 of 9
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Re: Faulty broadband for over a month, no support.

Hi @Ant3,

 

Thanks for your post. 

 

I have taken a look at your account and can see the outage has been verified as resolved. 

 

Are you still experiencing issues?

 

Can you please reboot your hub which will allow your connection to refresh. Let me know if you notice any difference thereafter. 

 

 

Ayisha_B
Forum Team



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Ant3
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Message 8 of 9
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Re: Faulty broadband for over a month, no support.

I have just run a few tests as it was advised the outage should be resolved by now. Speeds seem to be up to standard and I've not noticed the usual latency or intermittent signal now but I haven't been able to verify this through the VM site where it recommends waiting 24hours to notify of any further problems and the RealSpeed test by SamKnows doesn't work on my equipment. 

I however haven't received any confirmation that the issue may be resolved, on the site the message 'please continue to monitor the issue, pop back 24hours after you've run the checks' has just replaced 'we are aware of an outage in your area' or something to that matter that was still there before I rebooted the hub once again. In the meantime, out of three taped cables to a splitter going into the property at street level, only one appears to be still somewhat precariously connected.

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Ayisha_B
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Re: Faulty broadband for over a month, no support.

Hi @Ant3

 

As previously advised, the outage has been verified as resolved. 

 

I am glad to hear the speed has improved and you've not noticed any usual latency or intermittent signal.

 

I would suggest you continue to monitor things over the next couple of days and let us know if things don't stabilise. 

Ayisha_B
Forum Team



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