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Loui79
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So, what happened Virgin?

Well, Virgin Media, you've truly excelled yourselves.

Is it for the "congestion issues" that have continued for the whole of 2017? (since 4th Jan, for which we have been promised a "utilisation discount" when the issue is fixed, which according to retentions should be at least a few months cost... I won't hold my breath for that)
For the speeds of less than 10% of what we're paying for (<20Mb on a 200Mb "Gamer" package) over the last 3 months?
For the failure to apply the refund (loss of service refund for the speed mentioned) that was promised for the last 2 months?
For the "fix" last week that actually made the connection EVEN WORSE?
For the inability to even stream Netflix at times?
Or for the letters stating that our price is going up (again) despite all of the above?

No.
We were told an engineer would be here between 8am and 12pm yesterday to fix an "upstream SNR issue".
We had 3 text messages to confirm this.
My partner waited in for them arriving. And waited. And waited.
NOBODY SHOWED UP!
So not only do we still have all of the issues above, but it has now cost us money through lost income as well!

 

So, Virgin. What happened?

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Re: So, what happened Virgin?

Hi Loui79,

 

Welcome to the community and thanks for posting.

 

My apologies learn of the experiencing you have had with your broadband connection.

 

In regards to the slow speeds, there has been work completed in your area which has seen you move cables. I've just checked the network and as there is high traffic I have raised this to our networks department for further investigation. Once there is more information I will let you know.

 

I can see on your account, you called through to us to discuss the engineer appointment.

 

To discuss this further I have sent you a PM (purple envelope icon, right corner).

 

Hope to hear from you soon

Sam


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Re: So, what happened Virgin?

Morning Loui79,

 

Just wanted to let you know more information in regards to the traffic fault I raised.

 

The reference number is F005751461 and has a review date of 16th November.

 

For further updates by all means post back here.

 

Kind regards

Sam

 


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Loui79
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Re: So, what happened Virgin?

Hi Sam,
Is that the fault number for the high utilisation that's been ongoing since January or a new fault you have raised?

The utilisation can't be the only fault at play here as the download only ever gets to ~20mbps at any time of the day or night (we've had a monitor running to test the speed at 30 minute intervals since 4pm sunday and did tests through saturday as well).


To be honest, the main issue I have with all this is with the customer service on this matter so far:
The lies that have been told on the phone calls (promises of full refunds that never happened etc)
The promise of a high utilisation discount for the full length of the fault when it is fixed (which none of the subsequent contact has been able to confirm and which is being applied monthly to a few people I know)
The engineer visit that "the system" cancelled despite the 3 text messages to confirm, presumably sent by the same system. Something which cost us money through lost earnings and was brushed off by the previous Virgin representative, yet if we had failed to show up, I'm pretty sure Virgin would have added a ridiculous fee to our bill.

I understand that things go wrong and that sometimes they take time to fix. At the same time, I'm still paying full price for a service which is giving us 10% of what it's supposed to give, with no clear fix date in sight, no reduction in price to match the reduced service, and we're now significantly out of pocket for an engineer visit that didn't happen.
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Loui79
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Re: So, what happened Virgin?

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Re: So, what happened Virgin?

Morning Loui79,

 

Thanks for getting back to me.

 

The traffic fault I raised is new due to you moving onto a different cable at the local exchange and this showing as high traffic also.

 

With the speed tests you posted, these are showing as during the evenings and some from a few months ago. Can you complete further speed tests at different times of the day whilst the Hub is in modem mode please? Also post the results if you can.

 

If you can post an up to date BQM graph this will be very helpful.

 

Kind regards

Sam


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Loui79
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Re: So, what happened Virgin?

Hi Sam,
I put up those speed tests to show how long this has been going on. I have many more from different sites too.
At the minute we have an automated test running so I will get the results from that posted tonight (we both work so can’t manually test through the day).
Having checked it again last night, the speeds are still ~20mb at any time.

We are currently in router mode for the reasons explained previously so getting a TTB monitor over will take a day or 2.
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Loui79
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Re: So, what happened Virgin?

Hi Sam,
Here is the speed testing since saturday:

129 Entries MAX VALUES = 21417 24765 68 2 11
Time DL Speed kb/s UL Speed kb/s Ping ms Packet Loss % Jitter ms
11/11/2017 17:31 21207 13248 39 0 4
11/11/2017 17:33 20993 21581 38 0 3
11/11/2017 17:44 21209 20300 27 0 4
11/11/2017 17:45 21094 21855 27 0 5
11/11/2017 17:48 21200 19796 28 0 4
11/11/2017 18:03 21203 2754 26 0 4
11/11/2017 18:18 21207 1284 39 0 5
11/11/2017 18:33 21149 19321 38 0 5
11/11/2017 18:40 21198 21456 38 0 3
11/11/2017 18:48 21142 6998 28 0 5
11/11/2017 19:03 21083 21145 37 0 3
11/11/2017 19:18 21083 21456 27 0 7
11/11/2017 19:33 21202 21125 31 0 4
11/11/2017 19:34 21196 21457 26 1 3
11/11/2017 20:04 21090 23185 28 0 4
11/11/2017 20:34 20765 13992 31 0 4
11/11/2017 21:04 21176 20089 27 0 4
11/11/2017 21:34 21162 20477 32 0 5
11/11/2017 22:04 21071 19626 31 0 5
11/11/2017 22:34 20932 12986 39 1 5
11/11/2017 23:04 19588 20304 31 0 4
11/11/2017 23:34 21181 22010 38 0 3
12/11/2017 16:03 19566 21058 27 0 3
12/11/2017 16:05 19118 20827 29 0 6
12/11/2017 16:34 20992 21424 26 0 2
12/11/2017 17:04 20961 7984 37 0 3
12/11/2017 17:34 21075 17963 31 0 4
12/11/2017 18:04 21052 14178 25 1 3
12/11/2017 18:34 21004 17792 26 0 4
12/11/2017 19:04 21183 15591 28 1 5
12/11/2017 19:34 21150 18968 38 0 4
12/11/2017 20:04 20890 13440 31 0 4
12/11/2017 20:34 21357 13445 46 0 9
12/11/2017 20:44 19600 18780 40 0 4
12/11/2017 20:46 20409 11055 39 0 4
12/11/2017 21:08 20411 20439 32 0 4
12/11/2017 21:38 15008 15301 37 0 6
12/11/2017 22:08 15554 17945 42 0 8
12/11/2017 22:38 16807 20072 47 0 7
12/11/2017 23:08 16501 19725 47 0 8
12/11/2017 23:28 21205 21360 26 0 3
12/11/2017 23:29 21215 21497 27 0 4
12/11/2017 23:31 20994 21061 27 0 4
12/11/2017 23:32 20780 21475 26 0 4
12/11/2017 23:35 21190 21438 26 0 3
12/11/2017 23:38 21143 21492 30 0 3
13/11/2017 00:08 21206 21468 30 0 3
13/11/2017 00:38 21206 19837 31 0 3
13/11/2017 01:08 21417 21513 37 0 2
13/11/2017 01:38 21209 21430 26 0 3
13/11/2017 02:08 21205 21467 25 0 2
13/11/2017 02:38 21205 21500 25 0 3
13/11/2017 03:08 21209 21495 25 0 2
13/11/2017 03:38 21164 21223 25 0 4
13/11/2017 04:08 21199 21404 25 0 2
13/11/2017 04:38 21213 21500 30 0 4
13/11/2017 05:08 21204 21451 30 0 2
13/11/2017 05:38 21207 21443 29 0 3
13/11/2017 06:08 21202 21603 25 0 3
13/11/2017 06:38 21179 8552 25 0 3
13/11/2017 07:08 21210 21336 37 0 2
13/11/2017 07:38 20095 21248 30 0 3
13/11/2017 08:08 21202 21551 26 0 3
13/11/2017 08:38 21253 21450 36 0 3
13/11/2017 09:08 20215 21117 31 0 4
13/11/2017 09:38 17741 21069 39 0 7
13/11/2017 10:08 21202 21493 25 0 3
13/11/2017 10:38 21202 21481 36 0 3
13/11/2017 11:08 21211 21462 26 0 3
13/11/2017 11:38 21208 21386 27 0 4
13/11/2017 12:08 21213 21446 30 0 3
13/11/2017 12:38 21212 22236 38 0 5
13/11/2017 13:08 21174 13139 26 0 4
13/11/2017 13:38 21198 21626 26 0 2
13/11/2017 14:08 21204 21507 39 0 6
13/11/2017 14:38 21210 21425 25 0 2
13/11/2017 15:08 21257 21414 30 0 4
13/11/2017 15:38 21181 21394 26 0 4
13/11/2017 16:08 21264 21512 37 0 3
13/11/2017 16:38 21261 21488 31 0 3
13/11/2017 17:08 21204 21458 27 0 3
13/11/2017 17:39 21206 21527 25 0 3
13/11/2017 18:08 21051 21437 38 0 3
13/11/2017 18:38 19381 21151 28 0 4
13/11/2017 19:08 20749 20595 29 0 6
13/11/2017 19:38 20952 21467 38 0 3
13/11/2017 20:08 17336 19290 38 1 6
13/11/2017 20:38 14958 11434 32 0 6
13/11/2017 21:08 14820 22721 52 0 7
13/11/2017 21:38 9006 687 68 0 11
13/11/2017 22:08 13711 7164 35 0 4
13/11/2017 22:38 20868 21893 30 0 3
13/11/2017 23:08 21180 23097 38 0 5
13/11/2017 23:38 20945 16442 37 0 10
14/11/2017 00:08 19721 21219 25 0 3
14/11/2017 00:38 21206 21560 27 0 3
14/11/2017 01:08 21200 21487 30 0 4
14/11/2017 01:38 21193 21543 26 1 3
14/11/2017 02:08 21200 21471 37 0 3
14/11/2017 02:38 21203 21515 25 0 2
14/11/2017 03:08 21204 21448 29 0 2
14/11/2017 03:38 21293 21756 38 0 3
14/11/2017 04:08 21208 21455 26 0 3
14/11/2017 04:38 21203 19851 30 0 3
14/11/2017 05:08 21201 21597 29 0 3
14/11/2017 05:38 21213 21573 29 0 3
14/11/2017 06:08 21210 21299 30 0 3
14/11/2017 06:38 21361 21396 26 1 1
14/11/2017 07:08 21182 21453 38 0 3
14/11/2017 07:38 20994 21488 37 0 3
14/11/2017 08:08 21209 19866 30 0 2
14/11/2017 08:38 21198 19886 29 0 6
14/11/2017 09:08 21201 21378 29 0 3
14/11/2017 09:38 21205 21429 30 0 3
14/11/2017 10:08 21203 21397 30 0 3
14/11/2017 10:38 21211 21422 36 0 2
14/11/2017 11:08 21192 21473 37 1 3
14/11/2017 11:38 21208 21436 27 0 3
14/11/2017 12:08 21210 21484 37 0 2
14/11/2017 12:38 21207 21682 30 0 3
14/11/2017 13:08 21360 24765 30 0 3
14/11/2017 13:38 21196 21169 37 0 3
14/11/2017 14:08 21206 21562 37 0 3
14/11/2017 14:38 21212 21495 26 0 2
14/11/2017 15:08 21195 19864 30 0 3
14/11/2017 15:38 21205 8234 38 0 3
14/11/2017 16:08 21251 21561 38 0 4
14/11/2017 16:38 21335 21318 31 2 3
14/11/2017 17:08 21154 21357 30 0 3
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Loui79
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Re: So, what happened Virgin?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c9f4749bfb655e816abe3ce2c53aabf65f...

 

This is with nothing happening on the connection (speed testing PC shut down just before 1am)

The bit from 7 til 9pm (ish) was watching Netflix.Which at times was like watching through glasses smeared with vaseline, as it has been for quite a while now.

 

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Loui79
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Re: So, what happened Virgin?

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