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Firemedic163
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Message 1 of 10
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Broadband/appalling customer service

Evening all!

Brand new to the community and a fairly new Virgin customer. I signed up to Virgin back in October opting for their M500 Fibre broadband plan. I paid extra for a technician to come out and install it to ensure it was all done properly which they did.

A few hours after the technician left was when my problems started. In a nutshell i have 2 technical issues:

1. My broadband speed is nowhere near what i am paying for. I am supposed to be getting speeds around 500Mbps. The very best I have ever had in 3 months is 277Mbps! This was a one off and the average speed over that time is actually about 160Mbps! (not even half the speed i am paying for!)

2. Every night between midnight and 1am my router shuts down spontaneously and reboots over 15 mins interrupting all connections and dropping links.

 

I have repedetly contacted Virgin customer service and have literally spent hours on the phone on in online chats with them. Every time i contact them i have to go through the same ridiculous charade :

prove who I am

Confirm my account details

Check my router

check my cables

reboot my router

reset my router

hard reset my router

The out come is always the same - No change

eventually i am told "ah yes there is an intermittent outage being shown that will be rectified in 24 hours" (its been 3 months!) The next day i contact them again and repeat the whole charade again and so on and so on. On one occasion I was even told by the technical support guy "I am sorry sir but these are machines and they do not always work" I mean what kind of answer is that?

I am at my witts end. As i write this now my internet speed is showing at 2.66Mbps!!! not 500Mbps that i am paying for!

I have emailed various people, I even wrote a letter of complaint to corporate but i am still nowhere near getting what i am paying for each month!

Anyone else have any similar issues to this with Virgin? If i don't get it sorted soon, I will have no choice but to contact the ombudsman/Ofcom and also terminate my service for breach of contract. Its infuriating that i am paying for something i am not getting. Its like buying a new car but when its delivered finding half the engine is missing and there are no wheels but still having to pay for it lol!

MikeRobbo
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Alessandro Volta
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Message 2 of 10
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Re: Broadband/appalling customer service

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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MikeRobbo
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Re: Broadband/appalling customer service

Please do this before posting the Hub Data

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


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MikeRobbo
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Alessandro Volta
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Re: Broadband/appalling customer service

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 Advanced Settings > Tools > Network 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 shots.

A Guru will be along soon to decipher the info.


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Firemedic163
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Re: Broadband/appalling customer service

Hi thanks for replying here is the info:

Downstream:

1443000000-7.937256 qam37
2251000000-12.231256 qam15
3259000000-11.532256 qam16
4267000000-9.533256 qam17
5275000000-10.730256 qam18
6283000000-9.432256 qam19
7291000000-8.235256 qam20
8299000000-835256 qam21
9307000000-8.435256 qam22
10315000000-7.237256 qam23
11323000000-7.935256 qam24
12347000000-8.237256 qam25
13355000000-10.435256 qam26
14363000000-936256 qam27
15371000000-9.735256 qam28
16379000000-12.433256 qam29
17387000000-9.235256 qam30
18395000000-9.533256 qam31
19403000000-11.733256 qam32
20411000000-9.433256 qam33
21419000000-7.935256 qam34
22427000000-8.735256 qam35
23435000000-9.736256 qam36
24451000000-7.537256 qam38



Downstream bonded channels

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

1Locked37.62617181412571796
2Locked31.9912587863780155456
3Locked32.61316637120498827598
4Locked33.995775661854354324
5Locked30.81901194252421761621
6Locked32.618637629918745907
7Locked35.7114380364106
8Locked35.51898702565
9Locked3510108091366
10Locked37.324340481
11Locked35.75511321090
12Locked37.3274853874
13Locked35.723717001117
14Locked36.387953204
15Locked35.7281569373
16Locked33.946135541447247
17Locked35.733728473184
18Locked33.92635936810652811
19Locked33.5194400847172
20Locked33.961115419236
21Locked35.71035971186
22Locked35.736723160
23Locked36.314448879
24Locked37.612093

18569

 

Upstream:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15369994451512064 qam2
24619993951512064 qam3
36029997449.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0070
3ATDMA0040

 

Configuration:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
254k;fg87dsfd;kfoA,.iyewr



Primary Downstream Service Flow

SFID9456
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9455
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

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Firemedic163
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Message 6 of 10
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Re: Broadband/appalling customer service

Network Log

Time Priority Description

14/01/2021 19:24:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:24:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:24:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:22:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:22:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:22:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:21:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:21:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:21:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:19:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:19:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:19:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:17:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:17:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:17:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:16:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:16:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:16:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:14:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 19:14:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Firemedic163
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Message 7 of 10
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Re: Broadband/appalling customer service

From Sam knows:

Latency

21.0 ms

Jitter

3.00 ms

Download

159 Mbps

Upload

38.1 Mbps

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MikeRobbo
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Alessandro Volta
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Message 8 of 10
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Helpful Answer

Re: Broadband/appalling customer service

Your Downstream Channels are all too low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

Downstream:

1443000000-7.937256 qam37
2251000000-12.231256 qam15
3259000000-11.532256 qam16
4267000000-9.533256 qam17
5275000000-10.730256 qam18
6283000000-9.432256 qam19
7291000000-8.235256 qam20
8299000000-835256 qam21
9307000000-8.435256 qam22
10315000000-7.237256 qam23
11323000000-7.935256 qam24
12347000000-8.237256 qam25
13355000000-10.435256 qam26
14363000000-936256 qam27
15371000000-9.735256 qam28
16379000000-12.433256 qam29
17387000000-9.235256 qam30
18395000000-9.533256 qam31
19403000000-11.733256 qam32
20411000000-9.433256 qam33
21419000000-7.935256 qam34
22427000000-8.735256 qam35
23435000000-9.736256 qam36
24451000000-7.537256 qam38

 

 


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MikeRobbo
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Message 9 of 10
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Re: Broadband/appalling customer service

You only have three Upstream Channels, you should have 4 and on the three that you do have the Power Levels are maxed out.

This will also need an engineer to put right.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15369994451512064 qam2
24619993951512064 qam3
36029997449.5512064 qam1

 


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Firemedic163
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Message 10 of 10
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Re: Broadband/appalling customer service

You are a star Thank you! 

I knew it was something wrong and not me lol. They just kept flobbing me off with "intermittent outage" But now I have evidence that I can submit and get an engineer out some time

Thanks!