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bushed
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M100 speed 47mb, intermittent: after 8 visits.

Hi there,

Since I've moved in to my property September 2020 and got connected I keep having issues with my connection quality and speed.

So far there has been 8 or 9 visits from technicians, which mostly turned out as a waste of time both for me and them.

Long story short - the cable that leads to my property was deemed damaged and requires replacement. Subcontractors came (twice for some reason) and laid a new cable on the street level, leaving it on the roof of the ground floor property. The end. ???

Please, if you have any suggestions how I can seek "useful" help from virgin I would be eager to follow them up as I'm tired of going in circles with their tech support/useless calls to technicians.

Subsequent visits from technicians ended with them going away as they either didn't have time to route the cable to the property (4th floor) or not having ladder high enough to access roof of the ground floor property. There was no rescheduling and I had to arrange those visits myself separately, every time.

Last time it was especially "entertaining" when I was explaining the problem over the phone for 10 minutes, and technician who came after 2 weeks of waiting had no idea what was happening and showed describtion of the problem on his phone as "messy cables". Obviously he wasn't prepared.

After the last visit I decided to file a complaint via email, which has been "accepted" on 22nd of December with no subsequent communication. Reluctant to call as I am afraid this complaint would be cancelled because of the mere fact I talked to someone.

For reference sake, here are my quality monitor output for today/yesterday. Those red spikes cause me major pain as Teams via VPN is not tolerant enough of those faults and each blip in the connection causes minutes of delays in attempts to reconnect to video conferencing.

P.S. Now I've received a letter about Virgin raising prices as well, which feels insulting given all the circumstances (and after being on the contract for 4.5/18 month and not actually receiving promised quality of service).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9acf6b3d4570374e8eec11a545af6bdb5dccffb2-13-01-2021

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14030000002.240256 qam30
22030000004.540256 qam9
32110000004.940256 qam10
42190000004.538256 qam11
52350000003.240256 qam13
62430000002.540256 qam14
72510000001.740256 qam15
8259000000240256 qam16
92670000002.240256 qam17
102750000003.240256 qam18
112830000003.540256 qam19
122910000003.540256 qam20
132990000003.540256 qam21
143070000003.940256 qam22
153150000003.740256 qam23
163230000003.740256 qam24
173630000003.240256 qam25
18371000000340256 qam26
193790000003.240256 qam27
203870000002.240256 qam28
21395000000238256 qam29
224110000002.540256 qam31
234190000002.240256 qam32



Downstream bonded channels

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

1Locked40.9584714248
2Locked40.31317811853
3Locked40.31186321828
4Locked38.62482412510
5Locked40.92593519826
6Locked40.93026317182
7Locked40.31902217178
8Locked40.31402420434
9Locked40.32288916120
10Locked40.31050715573
11Locked40.3945528840
12Locked40.3836219369
13Locked40.9542725562
14Locked40.9584518216
15Locked40.3483618702
16Locked40.3466022129
17Locked40.9364623963
18Locked40.9511218076
19Locked40.3607421376
20Locked40.3888932991
21Locked38.6702312893
22Locked40.9708239624
23Locked40.9598013941

 

Upstream bonded channels

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

13940000044.8512064 qam4
24619997442.8512064 qam3
35369999142.8512064 qam2
46029998144.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000
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MikeRobbo
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Alessandro Volta
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Re: M100 speed 47mb, intermittent: after 8 visits.

The sooner the better …

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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bushed
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Re: M100 speed 47mb, intermittent: after 8 visits.

My BQM 

 

I did include a snapshot in the original post, but here's the live link

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Emma_C
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Re: M100 speed 47mb, intermittent: after 8 visits.

Hi @bushed

Thanks for your post and welcome to our community. 

Sorry you've been having some issues with the service, this isn't good. 

 

I've had a look into the back end of things and can see some errors, the hub has been up while as well though. 

Would you mind rebooting the hub and letting us know when you've done this?

Please also ensure the hub is upright and in an open space. 

Emma_C - Forum Team
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bushed
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Re: M100 speed 47mb, intermittent: after 8 visits.

Writing this from my mobile.

Today 5am internet (according to BQM)  was cut off completely - checked all connectors, rebooted the hub. Nothing - flashing red phone and a solid red light below.

Website allows booking an engineer for tomorrow. Funny thing is - there is no way of saying that whoever comes might need a 5m ladder to access roof of the ground floor's takeaway (if it's the cable issue this time too)

I'm so tired of this now.

 

 

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bushed
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Re: M100 speed 47mb, intermittent: after 8 visits.

So I supposedly booked an appointment on the website. When I tried to check for it I couldn't find any. When tried running the test again, got this: 

Screenshot_20210126-084111.png

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