Am I being told porkies?

[boredband]

I have not had any broadband since Thursday evening. I dont know anyone in my local area (Tunbridge Wells, TN4) with VM broadband so I cannot check with anyone else. I though that it would be back in the morning. Friday morning (18th) I rang up and was told there was a problem in the area and it should be fixed by the 23rd!!!!

The website (http://status-cable.virginmedia.com/vmstatus/summary.do) is showing no broadband problems in London or Essex and the SE. I also rang up 08005610061 and that had no alerts for Kent/London.

Anyway there was snow outside and I went out with the kids and when i came back in I rang again and was again told that there was a problem in the area but it did not cause total loss of broadband, but please wait until Saturday as the area problem was due to be fixed overnight. Website still showing nothing and no message on the phone number either.

This morning I spoke with someone in the Indian call centre and was once again told that there was an issue in the area and basically tough luck. Still no problems indicated on website or on the phone.

I think my problem is down to my cable/modem because upstream status is Not Ready ... the power level is all over the place though, every time I check I see a different level, anwhere from 14dbmv to 58dbmv. I had an issue earlier in the year and they put a 15db attenuator on the line.....

So my question is: Is there somewhere where I can check and see what VM support are seeing when they tell me that there is an issue in the area? because at the moment I feel I am just being fobbed off....:mad:


just at an addendum to this, at the moment I have calculated that I have had about 93% uptime between 8am and midnight over the year.... contract has run out recently but I am moving house in the next 6 months so I am stuck with VM :cry:

[joglynne]

I have just checked on the VM support/announcements newsgroups for you and can find no issues showing for TN4 or Tunbridge Wells.

Maybe another member in your area will be along soon who may be able to shed more light on your problem.

Not sure but I think you have to use a VM connection to get on to the VM newsgroups but details for setting up the newsgroups can be found at :-

http://www.virginmedia.com/help/cable/newsgroups/setting-up.php

...... and all status reports are listed under virginmedia.announce.

The newsgroups are staffed by VM UK 2nd line technical staff from 8.30am to 10.30pm with a 4 hour SLA and can give help including doing tests and booking you an engineers visit, on most of VMs services.

[Sephiroth]

By all means post your modem stats on the forum. We're in the dark as to what you are seeing by way of variations - so several logs would help. Important is the full event log.

When upstream power goes all over the place it's trying to push through impedance. But when it drops to something stupid like 14 dBmv then an eybrow gets raised.

So can we see something please? Frankly the bet is on snow/ice ingress to a tap ot amplifier or something like that.

[boredband]

I have just checked on the VM support/announcements newsgroups for you and can find no issues showing for TN4 or Tunbridge Wells.

Maybe another member in your area will be along soon who may be able to shed more light on your problem.I hope so...

Not sure but I think you have to use a VM connection to get on to the VM newsgroups but details for setting up the newsgroups can be found at :-

http://www.virginmedia.com/help/cable/newsgroups/setting-up.php

...... and all status reports are listed under virginmedia.announce.

The newsgroups are staffed by VM UK 2nd line technical staff from 8.30am to 10.30pm with a 4 hour SLA and can give help including doing tests and booking you an engineers visit, on most of VMs services.
I just tried that, but possibly because I am using a 3G dongle on O2 its asking me to authenticate.....:confused:

---------- Post added at 12:54 ---------- Previous post was at 12:28 ----------

http://img85.imageshack.us/img85/3315/58dbmv.jpg (http://img85.imageshack.us/i/58dbmv.jpg/)
http://img403.imageshack.us/img403/7210/11dbmv.jpg (http://img403.imageshack.us/i/11dbmv.jpg/)

How do I get the logs off the modem? its a scientific atlanta 2100r2

Will post again later, got to go out in the snow again :D

[Peter_]

Looks like an area issue with no return path, tech support should be able to tell what the issue is and an estimated fix time.

[Sephiroth]

No more to say from me after Moldova's conclusion.

[boredband]

Well, its come back .... kind of

Cannot browse using firefox or IE (using opendns and google dns) but was able to get on the VM newsgroups and download something. The download rate was all over the place, 26kb/s right up to 1.1mb/s... ping -t www.google.co.uk shows packet loss of ~5% with another ~10% of packets taking more than 1 second.

Will test again in the morning (give the modem and router a reboot again then too) and see if it is back to normal

[III]

Upstream not ready, you didn't have a returnpath at the time you screenshot that.
You need a tech to investigate further.