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Smartprogram
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PAYING: 200MB GETTING: 5MB - ONGOING: 3 Days

Hi,

I need help with this. I call the main line for support and it says an issue is ongoing, however I recieve no updates via text or any other means. It says an engineer is working on the issue, this was 3 DAYS ago. I used to fix things like this, I now believe I'm being messed with.

Please let me know, something.

-------------------------------------------------------------

USEFUL INFO:

Affects: All devices (Ethernet and Wireless)

-------------------------------------------------------------

LAST SPEED TEST:

Speedtest.net

Ping ms = 9

Download Mbps = 0.66

Upload Mbps = 20.98

-------------------------------------------------------------

STATS:

Modem Initialisation Stage Status
Downstream Acquisition Locked
Primary Frequency 138750000 Hz
Time Of Day 15:48:13 GMT
Counters T1,T2,T3,T4,Sync,Resets 000,000,010,000,000,000

Lease Time Remaining 3 days 08h:34m:10s
Current Network Time Thu 07 Nov 15:48 GMT

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 1 138750000 Hz 256 QAM 8.5 dBmV 38.3 dB 27815 3298
Locked 2 146750000 Hz 256 QAM 8.7 dBmV 38.6 dB 16538 2337
Locked 3 154750000 Hz 256 QAM 8.5 dBmV 38.3 dB 3387 1876
Locked 4 162750000 Hz 256 QAM 8.3 dBmV 38.3 dB 5536 1821
NotLocked Unknown
Locked 6 178750000 Hz 256 QAM 7.6 dBmV 39.0 dB 859 815
Locked 7 186750000 Hz 256 QAM 7.5 dBmV 38.6 dB 2717 2220
Locked 8 194750000 Hz 256 QAM 7.3 dBmV 38.3 dB 2781 2283

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 5 32600000 Hz ATDMA 46.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 3 46200000 Hz ATDMA 47.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 4 39400000 Hz ATDMA 46.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 6 25800000 Hz ATDMA 47.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

============================================

Please KUDOS if you are having the same issue as me, or link me to a site that I can see postal areas affected by issue. This is all I can find for info:

https://istheservicedown.co.uk/status/virgin-media/map

https://downdetector.co.uk/status/virgin-media/london/

I'm new, so please moderate when possible to better understand what's allowed an what isn't. Thanks.

============================================

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DJ_Shadow1966
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Re: PAYING: 200MB GETTING: 5MB - ONGOING: 3 Days

Hello

Looking at the stats there is an issue your missing one channel on you downstream, I would expect that there are issues with the repair, which could be anything like parts etc.

If you have a fault reference number and you have logged it on the site, the you may be entitled to  see :- https://www.virginmedia.com/help/automatic-compensation which covers total lose of service.

Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: PAYING: 200MB GETTING: 5MB - ONGOING: 3 Days

Appreciate the response. I have no idea how to get a fault reference number or log it on the site.

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Smartprogram
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Helpful Answer

Re: PAYING: 200MB GETTING: 5MB - ONGOING: 3 Days

Hello Everyone,

Just so you know; T3 counter has been cleared and channel 5 has been locked.

-----------------------------------------------------------------------

Modem InitialisationStage Status
Downstream Acquisition Locked
Primary Frequency 138750000 Hz
Time Of Day 15:24:12 GMT
Counters T1,T2,T3,T4,Sync,Resets 000,000,000,000,000,000

-----------------------------------------------------------------------
Current Network Time Fri 08 Nov 15:24 GMT
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 1 138750000 Hz 256 QAM 8.6 dBmV 37.9 dB 469 301
Locked 2 146750000 Hz 256 QAM 8.7 dBmV 38.3 dB 391 301
Locked 3 154750000 Hz 256 QAM 8.6 dBmV 38.3 dB 306 301
Locked 4 162750000 Hz 256 QAM 8.3 dBmV 38.3 dB 313 300
Locked 5 170750000 Hz 256 QAM 8.0 dBmV 38.6 dB 284 284
Locked 6 178750000 Hz 256 QAM 7.7 dBmV 38.6 dB 307 307
Locked 7 186750000 Hz 256 QAM 7.6 dBmV 39.0 dB 324 324
Locked 8 194750000 Hz 256 QAM 7.3 dBmV 38.3 dB 286 286

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I called them again at 14:11pm for 11:30 seconds calltime. (That was amazing!) On the call, I was told it would be resolved tomorrow at 9am. They never gave any useful information in terms of actual progress or actions being taken, which very likely means it was them making time.

Shortly after 14:48pm, I get a call that someone has reconfigured my link remotly with my router offline. They did ask me to reset my router (reset to factory default), I didn't need to do that as it would clear my settings that I've configured. The only other issue with this call than the factory reset was, the person said what is your password and what is your email address to confirm my identity.

Firstly, never give anyone your password, even if you called them or your email for that matter. Get them to ask you what the first letter of your password is, then the fifth letter and maybe the forth. Never any more than that as you may aswell give them your password. Also, giving out your email address to anyone could be damaging if they even have basic information on you. Could be used to gather more private information.

Turned my router on. I tested my speeds at it was back at 200Mbps. ( Details Shown below)

-----------------------------------------------------------------------

Your Internet speed is: 200Mbps

Latency Unloaded: 8 ms
Loaded: 131 ms
Upload Speed: 20 Mbps
Client: Greenwich, GB MY IP Virgin
Server(s): Open Connect, Netflix

-----------------------------------------------------------------------

Fri 08 Nov 14:51 GMT

Remote connection from:

Virgin's Network Block 62.253.131.0/24 - UK NTLI-990527

Port:68 - tcp,udp dhcpc - DHCP/Bootstrap Protocol Client


08/11/2019 15:16:49 GMT 66050310 Auth Success - Web login successful.
08/11/2019 15:16:41 GMT 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
08/11/2019 14:51:23 GMT 68010302 DHCP WAN IP
08/11/2019 14:50:18 GMT 68000407 TOD established
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
08/11/2019 10:28:26 GMT 66050310 Auth Success - Web login successful.

-----------------------------------------------------------------------------

Please note my router had 5Mbps for 5 days.

I was told there was an issue in my area and that I would get text messages as updates were given, which brings me to believe everyone was presumed to have the same issue as me or the reverse.

I requested the text service, I got no text updates at all. The issue was fixed shortly after a call, this was without engineers coming to site or nearby site.

Completely Virgin Media network controlled and fixed from their side.

-----------------------------------------------------------------------------

I know Virgin's technicians are busy; they are likely being rushed around and are working to short timescales. I don't blame them at all.

I love them, as they fix issues as soon as they see them.

The problem must be that Virgin Media doesn't have the best sysem for detecting and fixing issue on their networks:

- Don't you have a monitoring system to see ours networks? You should, as SME have them.

- Can't you see error counters or faults as they appear? Then automatically group them; so you can more efficiently resolve the issue? You should, as SME have them.

Simple issues, are simple issue. Your policies are what slow the resolutions down, the amount of information people can access is sometime limited for security reasons, I get it.

Something stops you from have a specific group of people deal with the easy issues on repeat. As it would likely resolve 70% of any technical issue that occur. Most of the others are layer 8 and hardware/cable faults.

I might be biased to some degree and I don't have the answers or have the intelligence to understand exactly what goes on.

I've fixed network path issues and resolved router, switch, core network issues and a lot of them don't take a lot of time if you understand what your working with. They take a clear knowledge of a specific problem and then you repeat the process.

As mean as it sound, I can't wait for the robots.

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Let me repeat something; I'm an idiot kid and don't know everything. I appreciate when I'm being educated on things I don't fully understand.

Apologies for the poor grammar and possible spelling errors, I did say I was an idiot.

I take back what I said about robots.

We can't avoid it though, it's gonna happen, likely after I die though considering the world atm.

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DJ_Shadow1966
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Re: PAYING: 200MB GETTING: 5MB - ONGOING: 3 Days

Hello

A lot of faults can be resolved at the local cabinets so most of the time there is no need for a home visit. The email address yes, but I think they were asking for your password you setup on the account and not the email password to prove who you are.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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