Continuing loss this a.m. Spoke VM support. Visit booked for 2 January.
FWIW I notice your (Sptz's) graph shows packet loss coincides with vastly increased latency just like mine don't. I've no idea of the odds but I'd guess that with such a large base of users in Area 15 we might all have coincidental but separate, local faults. Shame as it'd be nice to imagine a devoted VM engineer trudging through the snow to fix core network hardware and so give many people what they want most on Christmas day - the ability to ignore get online and ignore who they're with
An update - which in summary is no change in the service but a markedly less happy customer.
Tech. arrived on 2 January (late, without apology or explanation). Not interested in my evidence of the problem. Attached his meter; said there was noise; replaced the F plug at modem and 2 F plugs where cable enters house and fitted an isolator.
When I queried how connections not touched for years could cause a sudden and dramatic onset of dropped packets – and one that then temporarily vanished for a few hours on 29 December – he suggested I run whatever further tests I wanted.
I did so. The problem remained as evidenced by BQM; by speeds which vary randomly when downloading large files from news.virginmedia.com; and by manual pings.
Phoned CS on 3 January. Spent much time going round in circles with someone who seemed not to understand "packets" and insisted on asking if I had "lost the connection" (and yes, I had made clear I was using Ethernet, not wireless, and that there was no problem between PC and router). I suspected a script where resistance was futile so remained polite and after several periods on hold spoke to her supervisor.
The supervisor told me my router showed 2 devices not properly connected and recognized; that I should disconnect those and monitor further; and assured me that he would call me on Friday or Saturday to check the results. I said the 2 devices were a Smart TV and a switch which were powered down (and in passing which did not show as connected when I checked the router). But I agreed to do so, and also volunteered to try putting the router in modem-only mode.
I have done all that (including modem mode). Nothing changed. Packet loss continued.
And on top of that there was no call back Friday or today (Saturday).
I’ve had cable internet since it was first made available in Hackney (the old Cable London area). I’ve sung the praises of the service’s reliability – despite the price. But the lack of response since 21 December means I can no longer do so; shall be looking for a formal response; and at other ISPs.
Im going to have to leave and move to Sky or BT fiber instead, in fact sky will pay the cancellation costs in credit on their bills up to £100 for internet and £250 for internet and tv.
And it’s not just the packet loss issue that has forced me into this decision, it’s the lack of customer service I’ve received their end throughout that makes me think how can I trust them in the future?