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emtaylor
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Message 11 of 25
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Re: vivid 350

Just been told I am now a Vivid 350 Customer

I would be excited by this if I could improve on the 50mbps i get using

www.speedtest.net 

50 is OK but why do VM advertise what is obviously unattainable

Any body else suffering from ths ?

Speedtest_20180322_182628.jpgLondon SW19 

 

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Forum Team (Retired) Emma_E
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Message 12 of 25
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Re: vivid 350

Hi emtaylor, 

 

Welcome to the forums, I am sorry to see you have been having trouble with your connection. 

 

I have taken a look and can see an issue with SNR and FECS (noise on the line) I have raised this to networks to investigate further as it can cause speed issues.

 

I will let you know as soon as I know more. 

 

Take care. 

 

Emma


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Forum Team (Retired) Emma_E
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Message 13 of 25
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Re: vivid 350

Hi emtaylor, 

 

Just a quick update a fault has been raised ref F006108339. 

 

The current review date is 04 APR 2018. 

 

Please give this thread a bump closer to the time and we will get an update for you. 

 

All the best

Emma


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emtaylor
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Message 14 of 25
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Re: vivid 350

Thanks Emma, I will an eye out for the improvement
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emtaylor
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Message 15 of 25
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Re: vivid 350

Hello Emma

Just  re-tested and it's actually got worse 

4/5/2018 
5:32 PM
12
38.29
21.13
< 50
London
Burstfire Networks Ltd
Virgin Media

 

I changed the server and result was

4/5/2018 
5:33 PM
9
40.85
20.96
< 50
Croydon
Virgin Media
Virgin Media

 

As I am new to this, what happens now ? Should I make a formal complaint ? Can I get a refund ?

Thank you

E M Taylor

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Mancubus
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Message 16 of 25
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Re: vivid 350

If your SNR has been messed with then the affect could be that your speed gets worse

Start logging relevant information, its sounds really technical but it isn't.

The tools to use are:

1: Think Broadband Quality Monitor - take a snapshot of this everyday and save it along with the date

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

2: Do 2 speedtests per day, 1 outside of peak (early morning), 1 inside of peak (6-9pm) again screenshot the tests logging the date and time

http://www.speedtest.net/

3: Setup a simple Google sheets spreadsheet, logging dates, pings, speeds etc

https://www.google.co.uk/sheets/about/

Using the above method I got out of my 24 month agreement with VM after only 3 months, they can log all the faults in the world but none of the fault tickets fixes the fact that the backbone of the network is grossly over subscribed. Review dates for faults that are 'slow at peak times' are not actually faults at all, for the the vast majority of times it's just VM spin for 'too many people are using the network'

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Forum Team (Retired) Nat_J
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Message 17 of 25
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Re: vivid 350

Sorry to hear that things haven't improved emtaylor,

 

How have things been for you since posting?

 

Hope to hear back from you soon,

 

Nat_J


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swailsy
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Message 18 of 25
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Re: vivid 350

Don't know if anyone can help I was having problems with connection issues and and my internet just randomly stopping last year. someone came out i think they said they replaced the cable out side the house a guy also fitted a actuator to the superhub 3 . I do a lot of gaming and heard the superhubs were not great so have had the superhub in modem mode and purchased a netgear r7800 x4s router and things have been fine since until now and the problems with random internet going down have started again. Phoned vm last week and the said something about power levels were high and are sending out another engineer

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Forum Team (Retired) Emma_E
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Message 19 of 25
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Re: vivid 350

Hi swailsy, 

 

Thanks for getting back in touch, I am sorry to see you have been having trouble with your connection. 

 

I have taken a look and I can see some intermittent FECS (noise on the line) they are not currently breaking any thresholds so we will need to monitor. 

 

It may help to write down the times you are seeing connection issues so I can see if they match up. 

 

Keep me posted. 


Emma


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emtaylor
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Message 20 of 25
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Re: vivid 350

Dear Emma

I have been recording my response times thru .

www.speedtest.net

for over 3 months. VM have been over-chargeing me for a long time - Vivid 350, whatajoke

In due course I will report VM, I am just building up my data 

Thanks, Miles

 

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