I'm having trouble with my VIVID100 connection. We have experienced slow speeds for a number of months (max of about 50Mbps - usually around 30Mbps).
Over the past couple of weeks, the connection has stopped working altogether frequently. I usually notice this when the Amazon Echo can't connect to the internet. Rebooting the SuperHub usually resolves, this, but I am having to reboot a couple of times a day.
The call centre tell me there is nothing wrong, but looking at Think Broadband Quality Monitor, I can see there is a high level of packet loss, particularly over the last few weeks. Here are the graphs from the last 3 days:
Have same issue, Virgin Media customer support are awful.. Not sure how to resolve this just want to cancel and move to BT. Fed up of all this 😞 Take one look at Virgin medias trust pilot review says it all.
Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" then “technical issues” – (They are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [08.01 is best!]) you have a better chance of getting a UK call centre (it could still be a 30’+ wait though) who will be more understanding and helpful. Tell them you are thinking of leaving for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers) or give you best info on the problem - or help you leave.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I've tried all those things on the advice of the call centre, and the fact that the issue is on both wireless and wired, and the Quality Monitor is detecting packet loss would suggest that this isn't an issue with one of my devices or cables.
Looking at the network log on my router, i can see the following:
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;