Broadband issue in my post code area for 6 days?!
Hi all, my Virgin broadband connection started acting up (intermittent connection, extremely slow, video streaming freezing constantly and barely loading) on the evening of Thursday 23rd Jan. I have checked on Virgin site for issues in my postcode on 24 Jan, and it said that there is a broadband issue in my postal code area, and they will have it fixed by Mon 27 Jan at 10:01am. I have signed up to their web team update service, and they sent me several conflicting messages over last 4 days, constantly changing the timeline of when they will fix it. They sent me 3 updates today, first one saying the engineer was on site and they will fix it by 18:00 on Mon 27 Jan. Then a few hours later they sent another update that they "have identified the problem" and they will now fix it by 29 Jan at 10:01 am. So it seems like I will be without any workable internet for at least another 34 hours. Am I entitled to compensation? Should I contact customer service to get them to rectify the fault faster?Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.Service dropouts, speed bumps, time outs, RS Errors
I've been having intermittent Internet over ethernet and WiFi. I have been getting this issue intermittently everyday for around three weeks. I have checked all Coax connections and reseated them which helped a little with the RS errors, rebooted the Hub3, but the underlying problem still persists. anyone have any ideas? All help greatly appreciated. IGNORE the 23 minute outtage at 01.03am - That was me checking coax connections. Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 323000000 1.2 40 256 qam 24 2 139000000 2.9 40 256 qam 1 3 147000000 2.7 38 256 qam 2 4 155000000 2.5 40 256 qam 3 5 163000000 2.5 40 256 qam 4 6 171000000 2.7 40 256 qam 5 7 179000000 2.5 40 256 qam 6 8 187000000 2.7 38 256 qam 7 9 195000000 2.7 40 256 qam 8 10 203000000 2.7 40 256 qam 9 11 211000000 2.5 40 256 qam 10 12 219000000 2.5 36 256 qam 11 13 227000000 2.4 38 256 qam 12 14 235000000 2.2 40 256 qam 13 15 243000000 2 40 256 qam 14 16 251000000 1.9 40 256 qam 15 17 259000000 1.5 40 256 qam 16 18 267000000 1.5 40 256 qam 17 19 275000000 1.4 40 256 qam 18 20 283000000 1 40 256 qam 19 21 291000000 1 40 256 qam 20 22 299000000 1 40 256 qam 21 23 307000000 0.7 40 256 qam 22 24 315000000 1 40 256 qam 23 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40.9 5 0 2 Locked 40.3 56 0 3 Locked 40.9 5 0 4 Locked 40.3 27 0 5 Locked 40.9 13 0 6 Locked 40.3 10 0 7 Locked 40.3 6 0 8 Locked 40.3 6 0 9 Locked 40.9 7 0 10 Locked 40.3 5 0 11 Locked 40.3 10 0 12 Locked 36.6 6 0 13 Locked 38.6 12 0 14 Locked 40.3 186 9 15 Locked 40.9 97 0 16 Locked 40.3 7 0 17 Locked 40.3 11 0 18 Locked 40.3 7 0 19 Locked 40.3 5 0 20 Locked 40.3 5 0 21 Locked 40.3 27 0 22 Locked 40.3 7 0 23 Locked 40.3 6 0 24 Locked 40.3 7 0Intermittent wifi issues
Hi everyone. I'm hoping someone can help with my intermittent internet issues. I'm on broadband-only M350 and it worked great in the beginning. But over the last few months I've had really bad intermittent internet where video calls drop out or even web browsing on my devices isn't possible. Two virgin engineer visits later and they concluded there is no issue, but the same internet drop outs happen when they leave. I even upgraded my router to the Hub 5 but I've got the same issues. Any help would be much appreciated!Permanent Red Light on Hub 3
Hello, My Hub 3 router has recently been displaying a solid red light on the front. I've followed all the recommended instructions on how to correct this issue, but no luck. The router itself is slightly warm but not enough to where I would say it has been overheating, and currently my WiFi has been working normally, albeit with the odd interruption in connection before it restores itself. Also, the router itself has always had access to sufficient ventilation, so logic tells me that this router is simply on the way out. Please could you look into this, as I have tried the WhatsApp business account approach with satisfactory no response to date. Thanks.Connection bouncing intermittently, suspect DOCSIS 3.1 levels
Hi! Been a long time since I posted here! Been having an issue with my connection pretty much from when it was installed. It will intermittently start bouncing up and down - last night was particularly bad, with 26 interruptions in the space of an hour. Looking at the stats I think our DOCSIS 3.1 levels are out of spec and we have a fault - our PLC power is -15.5DBmV where I think the spec is like supposed to be -6 to +10DBmV. Full logs below! : Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 339000000 -6.5 39 QAM 256 26 2 139000000 0.3 40 QAM 256 1 3 147000000 0.2 40 QAM 256 2 4 155000000 0.5 40 QAM 256 3 5 163000000 0.9 40 QAM 256 4 6 171000000 -1.4 40 QAM 256 5 7 179000000 -1.9 40 QAM 256 6 8 187000000 -2.2 40 QAM 256 7 9 195000000 -2.2 40 QAM 256 8 10 203000000 -2.5 40 QAM 256 9 11 211000000 -2.8 40 QAM 256 10 12 219000000 -3.2 40 QAM 256 11 13 227000000 -3.9 40 QAM 256 12 14 235000000 -4 40 QAM 256 13 15 251000000 -4.6 40 QAM 256 15 16 259000000 -4.7 40 QAM 256 16 17 267000000 -4.8 40 QAM 256 17 18 275000000 -4.8 40 QAM 256 18 19 283000000 -4.9 40 QAM 256 19 20 291000000 -5.1 40 QAM 256 20 21 299000000 -5.3 40 QAM 256 21 22 307000000 -5.8 40 QAM 256 22 23 315000000 -5.9 40 QAM 256 23 24 323000000 -6.3 40 QAM 256 24 25 331000000 -6.4 40 QAM 256 25 26 347000000 -7 39 QAM 256 27 27 355000000 -6.9 40 QAM 256 28 28 363000000 -6.9 40 QAM 256 29 29 371000000 -7.3 39 QAM 256 30 30 379000000 -7.6 39 QAM 256 31 31 387000000 -8.3 39 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 39 88 0 2 Locked 40 35 0 3 Locked 40 36 0 4 Locked 40 33 0 5 Locked 40 19 0 6 Locked 40 63 0 7 Locked 40 112 0 8 Locked 40 41 0 9 Locked 40 30 0 10 Locked 40 36 0 11 Locked 40 26 0 12 Locked 40 23 0 13 Locked 40 28 0 14 Locked 40 37 0 15 Locked 40 30 0 16 Locked 40 46 0 17 Locked 40 69 0 18 Locked 40 73 0 19 Locked 40 65 0 20 Locked 40 34 0 21 Locked 40 28 0 22 Locked 40 53 0 23 Locked 40 59 0 24 Locked 40 72 0 25 Locked 40 73 0 26 Locked 39 111 0 27 Locked 40 102 0 28 Locked 40 104 0 29 Locked 39 177 0 30 Locked 39 223 0 31 Locked 39 398 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 35 -15.5 611240571 7827454 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 45.8 5120 QAM 64 1 1 43100000 45.8 5120 QAM 64 2 2 36600000 45.8 5120 QAM 64 3 3 30100000 45.8 5120 QAM 64 4 4 23600000 45.8 5120 QAM 64 5 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 5 0 1 ATDMA 0 0 3 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 6 10.4 41.2 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6 OFDMA 208 74000000 0 0 General Configuration Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file Allowed 1 Enabled 3.1 cmreg-vmdg660-bbt076-b.cm Primary Downstream Service Flow SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate 35890 1230000450 bps 42600bytes 0 bps Primary Upstream Service Flow SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type 35889 110000274 bps 42600bytes 0 bps 42600bytes Best Effort
