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Jon_G
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Message 1 of 16
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Shocking quality of service - Broadband and TV

After months of consistently poor quality service provision with frequent drop-outs and interruptions to my broadband service which last anywhere from a few, barely detectable seconds, to minutes and even, in some cases hours, perhaps someone from the VM team could kindly explain to me why I should remain a customer of Virgin Media. I purposely have not called you to negotiate better terms following the end of my contract and at present I am paying over £50 a month for a broadband and TV service this is, quite frankly, atrocious. Constant price hikes over the past couple of years seem not to reflect an improvement of service to any degree either.

As for trying to contact VM on the phone... forget it!

Please let me know why I should stay and why I shouldn't start looking for an alternative provider after 11 years with you? 

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Z92
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Message 2 of 16
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Re: Shocking quality of service - Broadband and TV

The speed is the only reason I lot of people people stay. Its certainly not the customer service, reliability or pricing.

So. Vote with your feet. If you can find another provider offering the same service for less do you want to stay? That is the question you should be asking yourself. 

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Jon_G
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Message 3 of 16
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Re: Shocking quality of service - Broadband and TV

Z92

I realise the ultimate decision rests me with me, the question is more intended as a "right to reply" for VM before I do do just that and vote with my feet. 

Of course, given your comments (and my experience previously) whether I should expect a reply from them may be a different issue altogether!

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Z92
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Message 4 of 16
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Re: Shocking quality of service - Broadband and TV

To be honest the forum staff are far better than the telephone support staff and they will try and fix your issue but I would still check out the competition simply to see what's out there so you are armed when it comes to renewing your contract. All isp's have problems but virgin do seem to have more problems then others in certain areas. I wonder if it's anything to do with the aging and or failing equipment which they don't want to replace due to cost. 

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Roger_Gooner
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Message 5 of 16
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Re: Shocking quality of service - Broadband and TV

Can you post some stats. Example (for a hub 3): go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status".
Copy and paste the Downstream, Upstream and Network Logs. Mask any public IP address.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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mannz
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Message 6 of 16
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Re: Shocking quality of service - Broadband and TV

Having similar issues with the abysmal quality of service from Virgin Media. Only 10 days into my M500 broadband service have already had two engineer visits in the space of a week to deal with intermittent connectivity, now total loss of service for over 12 hours and a customer service team that could not be any less interested!

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d76216d853be129c261918d17520384d44f68647-05-09-2020

 

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Jon_G
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Message 7 of 16
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Re: Shocking quality of service - Broadband and TV

Roger

Thanks for your reply, with apologies for the delay please see below. Hopefully this is enough?

1

507000000

-5.5

35

256 qam

13

2

411000000

-3.7

35

256 qam

1

3

419000000

-3.5

35

256 qam

2

4

427000000

-3.5

35

256 qam

3

5

435000000

-4

35

256 qam

4

6

443000000

-4.5

35

256 qam

5

7

451000000

-5

35

256 qam

6

8

459000000

-5.2

34

256 qam

7

9

467000000

-4.9

35

256 qam

8

10

475000000

-5.2

35

256 qam

9

11

483000000

-5.5

35

256 qam

10

12

491000000

-5.2

35

256 qam

11

13

499000000

-4.9

35

256 qam

12

14

515000000

-5.2

35

256 qam

14

15

523000000

-4.7

35

256 qam

15

16

531000000

-5

35

256 qam

16

17

539000000

-5.7

35

256 qam

17

18

547000000

-5.7

35

256 qam

18

19

555000000

-5.2

35

256 qam

19

20

563000000

-5.2

35

256 qam

20

21

571000000

-5.4

35

256 qam

21

22

579000000

-5.5

35

256 qam

22

23

587000000

-5.4

35

256 qam

23

24

595000000

-5.2

35

256 qam

24



 

 

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Jon_G
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Message 8 of 16
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Re: Shocking quality of service - Broadband and TV

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35

1064

21

2

Locked

35

1662

13

3

Locked

35.5

1438

13

4

Locked

35.7

1303

1

5

Locked

35.7

1145

14

6

Locked

35

1462

13

7

Locked

35

1768

10

8

Locked

34.9

1532

0

9

Locked

35

1517

0

10

Locked

35

1334

0

11

Locked

35

1250

0

12

Locked

35

1250

0

13

Locked

35

1149

0

14

Locked

35.4

881

0

15

Locked

35.5

779

0

16

Locked

35.5

831

0

17

Locked

35.5

821

0

18

Locked

35.5

748

0

19

Locked

35.5

689

0

20

Locked

35.5

624

0

21

Locked

35.5

558

0

22

Locked

35.5

519

0

23

Locked

35.7

423

0

24

Locked

35.7

370

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

5.1

5120

64 qam

2

2

60299868

5.1

5120

64 qam

1

3

39400122

5.1

5120

64 qam

4

4

46200000

5.1

5120

64 qam

3



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

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Jon_G
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Message 9 of 16
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Re: Shocking quality of service - Broadband and TV



 

Time

Priority

Description

 

06/09/2020 08:05:29

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 08:02:41

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 08:01:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:59:21

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:55:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:55:33

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:55:33

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:53:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 07:53:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

06/09/2020 06:25:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 06:24:38

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 00:52:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 00:48:43

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 00:36:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:17:8

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:11:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:11:17

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:11:16

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:11:8

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:10:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:07:17

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:07:17

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:07:17

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 23:06:33

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 22:48:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 




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DJ_Shadow1966
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Message 10 of 16
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Re: Shocking quality of service - Broadband and TV

Hello

Your upstream power levels are right on the max which also shows with the T3/T4 timeouts in the logs will need an engineer to resolve.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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