on 08-07-2021 18:40
Hi
Last July I was on 350 meg broadband but having endless speed issues and disconnections etc (hardwired straight to hub).
I have a Ring Alarm that has a cellular back up in case the internet goes down - so every time my internet went off (between 1 and 5 times daily) I would get a message telling me it was down.
I contacted Virgin who confirmed "area issues" - this was July 2020 - The resolution date kept being moved forward until September when it was suggested if I pay extra for the 500 meg this would resolve my problem - it was better - but nowhere near as good as it should be.
The "fix date" was again moved forward every month - and as I sit here today it is still not resolved - OL9 Postcode Area 20.
I kept getting getting emails from the customer service team asking me to "be patient with them" whilst they look into it - until this week when I had an email saying they can't resolve it and that I can complain to a third party if I want to - (I forget the acronym) - which seems a bit bizarre - however they do have a solution that will fix all my problems.................UPGRADE to 1 gig speed as apparently it's on a different "cable" and will cure all my problems (which are actually Virgins problems...........)
They have quoted me an extra £15 a month on top of what I pay now.........I have reluctantly agreed to this - but thinking about it I just don't think it is fair (I know I have 14 days cooling off)
All seems a bit bizarre.
Dave
08-07-2021 18:52 - edited 08-07-2021 18:53
What they are saying is not unusual.
What you are suffering is over utilisation, ie too much traffic on the network segment. To resolve this requires the segment to be further divided to serve less people. This involves major work at the headend & in the street cabinets.
They have offered you 1 Gig as this uses a different standard (on the same cable) called DOCSIS 3.1. You will be provided with a Hub 4 that is compliant with 3.1 & can access downstream & upstream channels not available on your current DOCSIS 3.0 kit.
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on 08-07-2021 19:01
on 08-07-2021 19:12
@whiteswan No, No, No, No, No (have I said no enough?)
If you have an issue with the connection, then upgrading absolutely will not fix it, the suggestion of it using a ‘different cable’ is rubbish and you were (how shall I put it?) lied to to get VM some extra money.
A cynical person might think that the VM offshore call centre staff were a bunch of poorly trained contractors who get bonuses if they manage to upsell a punter, but, naturally, I couldn’t possibly comment.
on 09-07-2021 07:03
on 10-07-2021 18:04
Installed Hub 4 today and speed is SLOW - 100 meg dload and 4 meg upload.
Rang in and told it taked 24-48 hours to reach 1 gig speed - is that correct ?
Below is some info from router.
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | ;kfoA,.iyewrkldJKDHSUBsgv |
Primary Downstream Service Flow
SFID | 21582 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 21583 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
10-07-2021 18:09 - edited 10-07-2021 18:11
bulls droppings [we cannot say sh!t] of the 1st order - speed should be instant - the config file is correct so question is why are speeds slow - are you testing on a wired connection or via wifi - if wired whats the spec and settings of the network card and the spec of the lan cable
post some levels
log into hub4 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
on 10-07-2021 18:27
A fix date that keeps incrementing forward every few weeks is often how VM deal with over-utilisation (network congestion) problems caused by their own over-selling. If that applies here, then the prospect for it being fixed is poor, and persuading customers to upgrade would be blatant mis-selling.
on 10-07-2021 18:28
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 4.900002 | 40.366287 | QAM256 | 25 |
6 | 178750000 | 5.900002 | 40.946209 | QAM256 | 6 |
7 | 186750000 | 5.800003 | 40.366287 | QAM256 | 7 |
8 | 194750000 | 5.900002 | 40.946209 | QAM256 | 8 |
9 | 202750000 | 6.199997 | 40.946209 | QAM256 | 9 |
10 | 210750000 | 6.199997 | 40.946209 | QAM256 | 10 |
11 | 218750000 | 6.099998 | 40.946209 | QAM256 | 11 |
12 | 226750000 | 6.099998 | 40.946209 | QAM256 | 12 |
13 | 234750000 | 6.000000 | 40.366287 | QAM256 | 13 |
14 | 242750000 | 6.000000 | 40.946209 | QAM256 | 14 |
15 | 250750000 | 6.000000 | 40.946209 | QAM256 | 15 |
16 | 258750000 | 6.000000 | 40.946209 | QAM256 | 16 |
17 | 266750000 | 5.900002 | 40.946209 | QAM256 | 17 |
18 | 274750000 | 5.900002 | 40.946209 | QAM256 | 18 |
19 | 282750000 | 5.699997 | 40.946209 | QAM256 | 19 |
20 | 290750000 | 5.599998 | 40.946209 | QAM256 | 20 |
21 | 298750000 | 5.099998 | 40.946209 | QAM256 | 21 |
22 | 306750000 | 4.699997 | 40.366287 | QAM256 | 22 |
23 | 314750000 | 5.000000 | 40.946209 | QAM256 | 23 |
24 | 322750000 | 4.900002 | 40.946209 | QAM256 | 24 |
26 | 338750000 | 4.900002 | 40.366287 | QAM256 | 26 |
27 | 346750000 | 4.699997 | 40.946209 | QAM256 | 27 |
28 | 354750000 | 4.400002 | 40.946209 | QAM256 | 28 |
29 | 362750000 | 4.300003 | 40.366287 | QAM256 | 29 |
30 | 370750000 | 4.300003 | 40.946209 | QAM256 | 30 |
31 | 378750000 | 3.900002 | 40.946209 | QAM256 | 31 |
32 | 386750000 | 3.700001 | 40.366287 | QAM256 | 32 |
33 | 394750000 | 3.799999 | 40.946209 | QAM256 | 33 |
34 | 402750000 | 3.200001 | 40.946209 | QAM256 | 34 |
35 | 410750000 | 3.000000 | 40.946209 | QAM256 | 35 |
36 | 418750000 | 3.599998 | 40.366287 | QAM256 | 36 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.946209 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.946209 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.946209 | 7 | 0 |
13 | Locked | 40.366287 | 5 | 0 |
14 | Locked | 40.946209 | 7 | 0 |
15 | Locked | 40.946209 | 0 | 0 |
16 | Locked | 40.946209 | 7 | 0 |
17 | Locked | 40.946209 | 8 | 0 |
18 | Locked | 40.946209 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.946209 | 8 | 0 |
21 | Locked | 40.946209 | 0 | 0 |
22 | Locked | 40.366287 | 3 | 0 |
23 | Locked | 40.946209 | 10 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.366287 | 13 | 0 |
27 | Locked | 40.946209 | 16 | 0 |
28 | Locked | 40.946209 | 4 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.946209 | 7 | 0 |
31 | Locked | 40.946209 | 0 | 0 |
32 | Locked | 40.366287 | 0 | 0 |
33 | Locked | 40.946209 | 7 | 0 |
34 | Locked | 40.946209 | 0 | 0 |
35 | Locked | 40.946209 | 0 | 0 |
36 | Locked | 40.366287 | 8 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 42 | 2.0 | 2395281 | 0 |
on 10-07-2021 18:29
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 42.270599 | 5120 KSym/sec | 64QAM | 5 |
2 | 25800000 | 41.770599 | 5120 KSym/sec | 64QAM | 6 |
3 | 39400000 | 42.770599 | 5120 KSym/sec | 64QAM | 4 |
4 | 46200000 | 43.270599 | 5120 KSym/sec | 64QAM | 3 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |