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Interista89
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Cable issue not fixed from 5 months

Hi Virgin, 

It's very difficult these days to contact with you - tried phoned in or online chat - nothing is working. 

When someone will look at my problem regarding cable issue? (5 months now)

When I will stop being charge full price for my bill if my current speed is only 25% what I'm paying for? (5 months now)

When I will receive discount for paying for the service that I'm not receiving? (5 months now)

I was very patient during the last 5 months but I was told 4 TIMES by the agents that the problem will be looked at shortly. 

Thanks. 

 

 

 

 

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Anonymous
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Re: Cable issue not fixed from 5 months

what did they say the problem was?
How are you connecting. Wired or wireless?
what device and how are you testing the speed
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Interista89
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Re: Cable issue not fixed from 5 months

There is a problem with the damaged cable outside my house - apparently it was damaged when council was changing street lights. It doesn't matter how I am connected - speed is reduced by 75% which was confirmed by one engineer who came to check what the problem was.  

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MikeRobbo
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Alessandro Volta
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Re: Cable issue not fixed from 5 months

If there is a damaged cable affecting your WAN it will show up in a BQM and the Hub stats.

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.

Post a link to your BQM on here.

Instructions for posting BQM 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.

Then

 

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 click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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