Unresolved packet loss

[thewanted]

Hi there,

We keep experiencing packet loss. An engineer visited us on Friday 30 Aug, and he fixed some legacy hardware that we had in both the internal and external VM boxes, and he moved us to a new port in the cabinet, but the problem persists.

It's making working from home a real problem because it affects web conference calls badly.

What can be done to fix this?

Live BQM graph -https://www.thinkbroadband.com/broadband/monitoring/quality/share/de3fddc73d649bcc88d52999f510313ce5...

[Matthew_ML]

Hey thewanted, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

I can see there was an area outage which has now ended.

I have run some tests and everything is looking great on our end, this BQM looks fine too.

[thewanted]

Hi Matthew,

The “intermittent signal in your area” issue is back. I’ve only had this service for 2 months and this is happening all too frequently. 

Today’s (08 Sept) BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/48e552a679cbafbec9f13c4b14ffb4b006...

Live BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/de3fddc73d649bcc88d52999f510313ce5...

[thewanted]

More packet loss and "intermittent signal in your area" issues today: https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f9987eca667fd41eef84a128202dca9ee...

This connection is effectively useless to me if it's not stable enough for both my wife and I to work from home.

I have a complaint open for this issue: C-2808241090

[thewanted]

MORE packet loss and "intermittent signal in your area" issues again today. This is beyond ridiculous now.

Today's BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c263b8d07824fff320a4b8a47270c62dc...

Is the only way to update complaint C-2808241090 to call the support number? There doesn't seem to be any way to do it online, and the QR code in the email takes you to a non-existing WhatsApp business service.

[thewanted]

Another day, and more packet loss and "intermittent signal in your area" issues:

Today's BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c263b8d07824fff320a4b8a47270c62dc...

I've tried to contact support about my complaint (C-2808241090) but they fail to understand that the issue is linked to my area and not my service specifically, so they want to send an engineer out again.

[Matthew_ML]

Hey thewanted, thank you for reaching out and we are sorry to hear about this.

I've taken a look and there is currently an outage in the area we understand this is frustrating but this will be affecting the overall performance. 

[thewanted]

Thanks for checking, but I already know that there's an outage because your website says every single day "there is intermittent signal in your area". 

What is being done to resolve this? How do I know if this hasn't been an issue for weeks, months or years?

[thewanted]

Hi Matthew,

I had another engineer come out yesterday and he confirmed that there was nothing he could do apart from escalate it to the networking team.

The same problem is reoccurring today:

13 Sept 2024 BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/d92dab8ef4d8dd5a4680f8388d9608bd37...

At what point do Virgin Media release me from my contract? This connection is useless to me if it's this unstable. 

[Robert_P]

We have again checked your connection and equipment thewanted, all of the levels and settings are where we would expect them to be. The download speeds are averaging 547Mbps download and 45Mbps upload, latency shows 10.44ms with zero packet loss.

There have been no disconnections from the network over the weekend. All of these are to the Hub.