on 11-07-2022 15:42
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!!!!
Answered! Go to Answer
on 12-07-2022 14:41
on 11-07-2022 16:28
on 11-07-2022 19:11
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.
on 12-07-2022 14:41
15-07-2022 10:42 - edited 15-07-2022 10:43
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?
on 17-07-2022 14:47
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.
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17-07-2022 14:56 - edited 17-07-2022 15:16
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
on 17-07-2022 20:53
@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!