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Wolfen_Eson
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Internet failing 2-3 times a week for whole street

After a conversation on twitter with someone from Virgin they've advised me to post it here.

My street seems to suffer frequently, 2 - 3 times a week disconnects from virgin media that last 6-12 hours. When i email in to complain, they say theyve tried to call me, which is a lie and I have a virgin phone so im happy to share my phone records. They say to call them back, when i do im on hold for over an hour and give up.

Below is a list of dates and times ** I ** alone have had disconnects, for at least 6 hours. Ive not included shorter disconnects. I also have not collected other peoples disconnects on the street, but will be collecting these. The whole street and one either side of us are talking about moving to a new service provider due to how frequently this is happening and for how long, with virgin not helping.

Heres disconnect times for just the past 2 months.

10/07/20
2000hrs approx

11/07/20
2050hrs
2150
2210

17/07/20
0041

03/08/20
2317

28/08/20
0230

09/09/2020
1207

10/09/2020
1535

15/09/2020
2028

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Wolfen_Eson
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Re: Internet failing 2-3 times a week for whole street

Ive spoken to tech support, theyve sent engineers, theyve done nothing. When I phone up when its not working at the time, they tell me the routers turned off, and send me a new one, but the same issue happens the next week. Its not the router, its your exchange. Its effecting the whole street and ones near by. But I cant get in touch to complain because your complaint line hold time is over an hour.

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SCA1972
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Re: Internet failing 2-3 times a week for whole street


@Wolfen_Eson wrote:

After a conversation on twitter with someone from Virgin they've advised me to post it here.

My street seems to suffer frequently, 2 - 3 times a week disconnects from virgin media that last 6-12 hours. When i email in to complain, they say theyve tried to call me, which is a lie and I have a virgin phone so im happy to share my phone records. They say to call them back, when i do im on hold for over an hour and give up.


Virgin Media do not have an email address for support or complaints so I'm not sure who you are emailing.

If you can't get through on the phone then VM are recommending you send a text to 07533 051809 describing the issue and you should get a response, but it may take a day or two at present. This is a text only service, it does not support voice calls.  
https://community.virginmedia.com/t5/Digital-life/When-and-how-to-use-our-messaging-service/ba-p/425...

Or you can wait for one of the forum team to get to this thread, which usually also takes a few days.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Wolfen_Eson
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Re: Internet failing 2-3 times a week for whole street

Thank you for this info I will look into it!

By email them i meant their online chat, which too is often so busy they ask you to leave a message. Where ive complained and then had emails back saying "We tried to call you to discuss your complaint" but they never did.

But thank you I'll hop the admin team will look into this and also look into the text thing.

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-tony-
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Re: Internet failing 2-3 times a week for whole street

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

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jbrennand
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Re: Internet failing 2-3 times a week for whole street

Also, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Wolfen_Eson
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Re: Internet failing 2-3 times a week for whole street

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000005.538256 qam25
22510000005.138256 qam15
32590000005.138256 qam16
4267000000538256 qam17
52750000004.638256 qam18
6283000000538256 qam19
72910000005.538256 qam20
8299000000638256 qam21
9307000000638256 qam22
103150000006.138256 qam23
113230000006.138256 qam24
123390000004.938256 qam26
13347000000538256 qam27
143550000004.938256 qam28
153630000004.338256 qam29
16371000000438256 qam30
173790000004.138256 qam31
183870000004.338256 qam32
19395000000438256 qam33
204030000003.738256 qam34
214110000003.738256 qam35
224190000003.538256 qam36
234270000002.938256 qam37
244350000002.438256 qam38



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.6940
2Locked38.9730
3Locked38.6800
4Locked38.9900
5Locked38.9800
6Locked38.6940
7Locked38.96814
8Locked38.6900
9Locked38.6770
10Locked38.61050
11Locked38.6782
12Locked38.913835
13Locked38.91030
14Locked38.610766
15Locked38.91330
16Locked38.61270
17Locked38.614313
18Locked38.611813
19Locked38.61260
20Locked38.91400
21Locked38.614725
22Locked38.61560
23Locked38.92030
24Locked38.921063

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1393999524.475512064 qam10
2258000004.475512064 qam12
3326000004.475512064 qam11
4461999884.625512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Wolfen_Eson
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Re: Internet failing 2-3 times a week for whole street

I think this is the link!

Thanks for the help

https://www.thinkbroadband.com/broadband/monitoring/quality/share/99b62b640fb6cf6a72b7ff2d879591944050669c
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