Only way to solve problem is to pay for upgrade !! Just seems wrong......

[whiteswan]

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

[nodrogd]

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.

[Roger_Gooner]

If there is an area fault it's nonsensical to offer a speed upgrade. You need to wait until the fault is cleared, and if you still have a problem come back here and tell us about it.

[jem101]

@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.

[lotharmat]

Having been responsible for setting up an offshore call centre in a previous job - I can say that the operatives do not see it as a service or technical role but rather an acting role! - That is why they can be so bad!

We soon realised that they were creating more work than they were actually doing and canned them!

[whiteswan]

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

[-tony-]

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

[Andrew-G]

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.

[whiteswan]

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

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

2.0

2395281

0

[whiteswan]

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