Wired Connection issues
Hi there folks.
I wonder if I can liase with a member of the forum team to arrange the following:
(1) An engineer/technician's visit to appraise my broadband connection, at my property. A Saturd...
Forum Discussion
Hi spirit2674 👋
I'm very sorry to hear you've been experiencing issues with your Broadband, but have since been able to make changes to your package which make you eligible for an upgrade to a new Hub.
You've mentioned about needing some help with the installation of the Hub, so I've booked in the earliest available appointment after your Hub delivery, which will be viewable in your online account within 1 hour - you can also track, change and cancel this via the online account if needed. The Technician will also check to ensure the service is working as intended.
If you need to change or cancel your appointment you can do this online or via the MyVM app by 4PM the day before the appointment or by contacting our team on 0345 454 111.
If you do miss an agreed appointment for any reason, a £25 Missed Appointment Charge will be applied to your account on the day - therefore, if you won't be available, please cancel or reschedule via the app or by calling us on 0345 454 1111.
You'll receive a tracking number for your Hub approximately 24 hours before delivery 🙂 P.S. jbrennand you might want to be careful with your bets, because you never know.. 😉
Cheers,
Hi there Reece_MH. 🙂
Many thanks for reaching out to me, and for making arrangements for an engineer/technician visit to my property. I am extremely grateful for that!
One thing: at time of writing (circa 1325hrs, 03/12/23) the appointment is not yet showing on my "My Virgin Media" account page, under the "Orders and Appointments" quick-link. To illustrate, here is a pic of my "Orders and Appointments" page at the moment (it just shows the upcoming Hub delivery [only] at this point):
I'm hopeful it will update soon! I will continue to check on there throughout the day, and hopefully it will appear.
Also, thanks very much for double-checking that a new Hub is on its way to me. I'd be delighted to get a Hub 5 (in line with the call-centre colleague's assurance), but would still accept a Hub 3. I guess I will have to wait and see what I get!
Looking ahead, I'm hoping to get my newly ordered M350 service running right.
All the best. 🙂
Hi spirit2674 👋
No worries at all. As mentioned by others, the Technician will also be able to look into the BQM and current quality of the service entering your home.
The appointment itself should now be showing on your online account. However, I have sent you a private message, just so I can confirm things with you, in the event it isn't showing.
Please look out for my message in the top-right, white envelope or by tapping your profile picture, then "Messages".
Have a great evening,Report back with an update after the Tech visit and Hub swap 😎
Hi there John. 🙂
Just reporting back with an update, as promised! 🙂
Good news -- the issue appears to have been solved by doing the following:
(1) Implementing a new Hub 5. I paid a small fee to receive the Hub 5 via a call-centre retentions colleague. As promised, and with the help of VM colleague Reece_MH, that was supplied and fitted on one of my days off work.
(2) Implementing some VM-side settings tweaks for my newly purchased M350 connection. The engineer/technician did this on-site.
(3) Apparently, implementing a local area fix. The engineer/technician informed me that there was a problem in my area, but that it was getting fixed soon. This appears to have been done. This was a bit of a surprise to me, as it did not show up on (A) the online area fault reporting service, or (B), the telephone-based local service status line (on 0800 561 0061).For clarity purposes, the following was not required in this case:
(1) Any changes/repairs to internal or external cabling.
(2) Any changes/repairs to internal or external wall boxes/housings.
(3) Any changes/repairs to external cabinet hardware.
(4) Any changes to the 3db attenuator that I have attached (just before the connection into the Hub 5). This was kept.Here is some data/tests:
(1) Broadband Quality Monitor (BQM), 1300hrs on 09/12/23 to 1300hrs on 10/12/23, facilitated by https://www.thinkbroadband.com
As we can see here, things are looking much better now. The massive packet loss (the swathes of red) is all gone. Latency is much, much lower, and in my view, is at totally acceptable parameters for professional usage (web browsing and video calls).
A link to my shared "live" BQM is here.
Compare and contrast this to my originally posted BQM (back from the first post in this thread), below, and the difference is night and day:
(2) SamKnows "Real Speed" Test, at https://samknows.com/realspeed/
To my non-expert eye, these are good results. In particular, packet loss at 0.0% is very reassuring.
Granted, there is a little bit of a disparity between the speed (in MBps) to the Hub 5, versus the speed to my desktop machine. Personally, I'm not overly concerned about this at this stage, as most importantly, my connection's reliability is massively improved. At time of writing, (1) web pages are loading properly and snappily, and (2) video calls do not appear to be dropping. These were my priorities, from a professional (home-working) perspective.
I may do some research, later on, as to why the actual speed to the desktop machine is circa 100MBps lower than the recorded speed to the Hub 5. I am on a fully wired connection, facilitated by good quality Cat 7 ethernet cables, purchased here. I'm a little bit at a loss as to how to explain that at present. As I say though, the disparity is not a critical problem at this stage, as my main objective of achieving connection reliability looks to have been achieved.
Nonetheless, if anyone has any views on why a disparity like that exists, and how "normal" the disparity I have looks, I'd be very interested to hear those views!
(3) A Speed Test at https://www.speedtest.net
SpeedTest.net shows I am getting the expected top-end speeds from the M350 service that I upgraded to. That's all it really says -- but I'm happy with that. As an aside, and in my non-expert opinion, SpeedTest.net isn't too useful for appraising overall connection quality and reliability (I think the BQM is best at that). Still, it does a good job of measuring for top-end speeds.
Lastly, I'd like to thank everyone who has responded to this thread, and everyone involved in helping get the above done.
Have a good afternoon folks. 🙂
