intermittent loss of service in TW2

[2tw2]

what is going on? Barely able to get on line - long periods no connectivity

Website says not issue in TW2 but  phone support says there have  been problems since October and blames COVID!!!!

[jbrennand]

If you call offshore CS again and they tell you ther is a "known issue" insist that they give you the Fault Reference number fo it.

Meanwhile, also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[2tw2]

Thanks  - we have had no internet all day today or yesterday and very intermittent before that. 

The “free & automated” Service Status number - 0800 561 0061- says there are no issues in the post code TW2 5SN but when I rang customer service and got the fault number  167429520 - the same one since October 2021 -  I was told there is a serious fault due to high utilization which they hope to remedy by 14th July. 2 weeks ago this was by 3rd July so I have some scepticism.

I don't see why VM can't keep us informed.

[jbrennand · Accepted solution]

Ah.... the dreaded OU... that explains everthing !

See this thread re. over-utilisation and Andrew’s excellent comments in Message 20

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-keeps-dropping-for-several-minutes...

[2tw2]

Ok so in theory we have internet with some gaps- this morning is below 

The area fix date is now 20/7/22 but the CS care site says no issues in the area

I have been investigating EE's 4 G router (40 mbps for us) and BT seem to be able to offer us Fibre 1 and 2 FTC - will we get these awful high utilisation issues with FTC in the same way as we do with VM? If we dropped from 100 mbps to 50 with VM would the connection be more stable?

Thanks

[Ayisha_B]

Hi @2tw2,

Welcome back to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with the service. 

I can confirm this is due to an area congestion and the current estimated time of fix is 20 JUL 2022 15:00.

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

Thanks for your patience.

[2tw2]

@Ayisha_B

https://community.virginmedia.com/t5/QuickStart-set-up-and/Area-3-unstable-service/m-p/5068922

See the very helpful forum feedback from jbrennand to my uploaded router and BMQ data on the post Area 3 - unstable service. The underlying issue is not high utilisation but is likely to be due to physical cable damage.

My BQM looks very good. With the router data some of the downstream power levels are already low and as the frequency goes up, the power levels drop further. The lowest frequency upstream channel has dropped to 16QAM - the lower the frequency the more susceptible it is to interference and the 25 MHz frequency range is well known to be fairly ‘noisy’ -  DOCSIS compensates by lowering the QAM level.

So irrespective of any OU issue it suggests that the main problem, is a bad joint or damaged cable somewhere in the chain between our Hub and the street cabinet. An engineer needs to investigate this and at the very least replace all the accessible cabling and terminators

[2tw2]

@Ayisha_B and anyone on the team

I can't seem to use the VM service diagnostics checker today at all - it just circles the infinity loop infinitely

no response in 30 seconds!

thx