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KevinS82
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BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b1d8510fd033c3b8abaf9b9df4a510935124bc82-20-06-2020

Hello, I’ve posted about my connection previously in the hope of getting new ideas of how to rectify a Ping / Latency issue with my Virgin Media connection. Initially thinking it was a SH3 WiFi issue / congestion.

However on the graph Linked I fully turned off all WiFi networks and then unplugged all hardwired devices. Just the router left standing there on its own sorry self...

So zero connected devices as of 00.15am until at least 8am the following morning. Possibly later... 

So I just don’t understand why the graph shows high latency.

I’ve tried various steps, upstream downstream etc all show as normal and within mV ranges etc etc.

60 second reset, Speed Tests, via WiFi via cat6e, yes the Ethernet ports are faster than my broadband speed.


Most speed tests are also within range >181 on M350. Some come back as 84 20 on one occasion.

Speed isn’t my issue really it’s the disconnections that’s are my problem. For work I remote connect into specialised machines and being constantly kicked off During connections is costing me huge amounts of time whilst working from home.

The installation is now 3.5 weeks old. Seemed fine at first, but I wasn’t working when we first moved here so maybe didn’t notice the issue at first...

Via a hardwired connection a Ping -t to google or bbc comes back normal as 20ms etc, but then every 20-30 pings 186ms, 220ms, 80ms back to 20ms...

Contacted Virgin twice now, first time I was told there was a fault in my area. I signed up to updates (which was actually an email login fault) they advised me via text it was fixed last Saturday morning... my connection is no different. During the first call to the fault team, they advised me a ‘Latency’ issue was present within my area, but that’s not what the online system said... email related only. 

Called again today, after holding forever was told there is no issue with my connection. Apparently you require 3 days of ‘Slow Speeds’ and 3 visits via an engineer in a week to be able to cancel a contract.

I can’t even get them to acknowledge there is an issue with my connection.

What do I do now? What can I do as the customer to prove I have an issue. Sounds ridiculous thinking about it...

How do I get Virgin interested in my issue to the point they stop telling me I don’t have an issue?

Please someone point me to what I should or can be doing? 

PS, I’m not a virgin hater... my last house, same setup worked fine for 3 years. Only difference is new area, new SH3, I had a SH3 previously...

PS, I know I have a lot going on wifi wise and I can sort that out myself. But hardwired Latency issues, with WiFi off, is a Connection issue?

Thanks
Kevin

 

 

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Andrew-G
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Re: BQM

Latency as measured by a TBB BQM is only between your routers WAN port and TBB servers.  Whatever's going on the wifi side won't affect that unless your domestic wifi setup is like GCHQ's office setup.  All of which is to say that the latency issues is 100% guaranteed to be a fault with VM's network (most likely between the street cabinet and your hub).

If VM won't acknowledge this is a poor connection and fix it, then raise a formal (written, postal) complaint demanding that the company fix the poor connection, or immediately release you from contract without penalty or further notice, failing which you will escalate to the industry arbitration service CISAS at the earliest permitted opportunity.  If you have to escalate to CISAS then the complaint becomes a demand for compensation plus release from contract without penalty or notice.  VM have eight long, long weeks to resolve a complaint before you can escalate to CISAS.

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KevinS82
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Re: BQM

Thank you for the information! I shall go and do some more research on this.

Kevin.

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Andrew-G
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Re: BQM

I'm not a lawyer, but I'm reasonable clued-up on consumer rights, and I suggest that if you make a complaint and go to arbitration, you would not be doing so under VM's terms and conditions (your contract), but under the Consumer Rights Act 2015 (CRA).  The Virgin Media terms are pitifully one sided and promise no particular quality of service other than the pitiful minimum speed guarantee.

CRA on the other hand requires that services are provided with reasonable skill and care.  A connection that you can't reliably stream, game, or video call on is clearly faulty, and if VM won't acknowledge and fix an evident fault, then the service (broadband service, customer service and technical support) would not seem to be being provided with any skill or care.  That apparent breach of CRA requirement is the reasoning for demanding to be released from contract. 

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David_Bn
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Re: BQM

Hi KevinS82,

 

Thanks for your post on our Community Forums!

 

I'm sorry to see that you've been having issues with the broadband services.

 

I've looked at the stats of the hub and everything appears to be in spec.

 

I am however concerned by the spikes in latency on the BQM.

 

With this in mind, I'm going seek to book an engineer to visit your property. If you can show the engineer the graph, as well as any other graphs that show similar patterns of faults that would be helpful.

 

Check out the purple envelope in the top right hand corner for a PM from me, where I'll advise of of when the engineer will arrive at your property

 

Kindest regards,

 

David_Bn

KevinS82
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Re: BQM

Thank You David, your assistance is very much appreciated.

Kevin.

KevinS82
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Re: BQM

It seems my BQM has stopped working. When checked the IP address has changed!

Ive setup a new BQM. But why has my IP changed?!

Kevin.

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Andrew-G
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Re: BQM

VM's residential IP addresses are sticky, not static.  So they don't normally change, but they can.  

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KevinS82
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Re: BQM

Thanks you, yes I just read they can change every 16-20 days or if your router is switched off for a prolonged period.

I have since setup a new BQM. 
Thanks

Kevin.

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