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neiliid
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Message 21 of 31
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Re: SamKnows RealSpeed test

Hi 

The engineer never arrived, nor did I receive any phone call to say that there was a problem from their side.

Very disappointing. Also, still waiting for the mini box to be installed 

 

 

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Beth_G
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Message 22 of 31
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Re: SamKnows RealSpeed test

Hi neiliid,

 

I am terribly sorry to hear that - I have checked your account and cannot see why the appointment was missed but can certainly appreciate how frustrating that must have been.

 

I have booked in another appointment for the next available slot - you can find your appointment time slot via your My Virgin Media account.

 

In regards to the Mini Box, I can't see that this has been added to your account just yet. I'm afraid we cannot help with package changes or upgrades, so to add on the Mini Box to your account and arrange an installation, please do call us on either 0345 454 1111 / 150 or text us on 0753 305 1809 so our team can arrange this with you.

 

Thanks,

 

Beth

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neiliid
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Message 23 of 31
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Re: SamKnows RealSpeed test

Hi Beth,

The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over month.

 

I have phoned the call centre and they advised that a request for a technican had been raised, I followed-up up again and it was confirmed that a technician would contact me to install the mini-box, but have not heard anything. Please check the call logs and case notes and ensure a technician is scheduled for the installation of the mini box and that the appropriate credit is made to the account for the incomplete installation as well as the missed appointment.

Thanks

 

 

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nodrogd
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Message 24 of 31
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Re: SamKnows RealSpeed test


@neiliid wrote:

Hi Beth,

The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over a month.

 

 


That will be because of the recent COVID restrictions. Second box installs were suspended until recently to cut down the amount of time techs were spending in the premises. The backlog is being worked through now, so the rest of the install should have been picked up on.

VM BB TV Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Customer since 1993

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neiliid
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Message 25 of 31
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Re: SamKnows RealSpeed test

Hi,

A quick update. A technician attended today, great guy, and he said that the channels on the broadband were misconfigured and that these have been corrected. He also double checked for any loose connections (and ran in the cables for the mini box).

The long and short of it is that the speeds are now operating as expected, as can be seen below, speeds are massively improved. Thanks to all that helped @beth_g

 

Capture.PNG

newapollo
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Message 26 of 31
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Re: SamKnows RealSpeed test

Hi again neiliid,

Thanks for the update, that's brilliant news.

Stay safe and take care.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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Steven_L
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Message 27 of 31
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Re: SamKnows RealSpeed test

Thanks for coming back to us @neiliid, that's great news to hear that your speeds have massively improved.

 

Please let us know if you have any further issues with your services.

 

Regards,

Steven_L

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PaulCope
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Message 28 of 31
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Re: SamKnows RealSpeed test

https://samknows.com/realspeed/

No router found

 

I am on 1gb connection using hub 4 and this used to work fine. now I'm getting jittering and latency issues gaming.

3.0 Downstream channels

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

11390000004.737.6QAM2561
21470000004.737.4QAM2562
3155000000537.6QAM2563
41630000004.737.6QAM2564
51710000004.137.4QAM2565
61790000003.837.6QAM2566
71870000003.937.4QAM2567
81950000003.537.4QAM2568
92030000003.137.6QAM2569
102110000002.837.4QAM25610
112190000002.437.4QAM25611
12227000000237.4QAM25612
132350000001.636.6QAM25613
142430000001.336.6QAM25614
152510000000.936.4QAM25615
16259000000-0.136.4QAM25616
17267000000-0.436.4QAM25617
18275000000-0.436.4QAM25618
19283000000-0.635.8QAM25619
20291000000-135.6QAM25620
21299000000-1.435.6QAM25621
22307000000-1.435.8QAM25622
23315000000-1.536.6QAM25623
24323000000-1.436.4QAM25624
25363000000-2.135.8QAM25625
26371000000-2.235.6QAM25626
27379000000-2.135.6QAM25627
28387000000-2.435.6QAM25628
29395000000-2.735.8QAM25629
30403000000-2.635.6QAM25630
31411000000-2.935.8QAM25631



3.0 Downstream channels

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

1Locked37.63627600
2Locked37.35598800
3Locked37.63627600
4Locked37.63627600
5Locked37.35598800
6Locked37.63627600
7Locked37.35598800
8Locked37.35598800
9Locked37.63627600
10Locked37.35598800
11Locked37.35598800
12Locked37.35598800
13Locked36.60965300
14Locked36.60965300
15Locked36.38689000
16Locked36.38689000
17Locked36.38689000
18Locked36.38689000
19Locked35.77991100
20Locked35.59507820
21Locked35.59507800
22Locked35.77991100
23Locked36.60965300
24Locked36.38689000
25Locked35.77991110
26Locked35.59507800
27Locked35.59507800
28Locked35.59507800
29Locked35.77991100
30Locked35.59507800
31Locked35.77991100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked37-6.61189158008

4571199

 

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Kath_F
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Message 29 of 31
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Re: SamKnows RealSpeed test

Hi PaulCope, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

Taking a look at your account, there appears to be an issue with your power levels. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
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Kath_F
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Message 30 of 31
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Re: SamKnows RealSpeed test

Hi PaulCope,

Thanks for coming back to via private message with your information. 
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 
If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 
Lets us know how the appointment goes. 


Take care.

Kath_F
Forum Team



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