Intermittent Fault. CS Confirmed in Area.

[IanGuy]

Hi,

I have suffered an intermittent fault with my Broadband Internet connection now for over a week. It used to be resolved by a few reboots of the modem, though it is now getting a lot worse.

I called CS on Friday, as I am at a complete loss without my internet connection as I am self employed, work from home and need it.

They told me to turn off the modem, they sent a signal to it, I powered back up and it was up and running again. He said it would remain intermittent however, until the 12th of May when it was estimated the fault would be repaired.

I asked if I could have some compensation off my bill for this and I was simply told no, I am not entitled, as I still have a service.

Is this correct? I am in the Danescourt area of Cardiff.

[Mick Fisher]

Sounds like a fob to me.

Did you speak to India or UK TS?

[IanGuy]

India :(

[Mick Fisher]

India :(
Yeah that's what I thought. :erm:

Either have a word on here (http://community.virginmedia.com/) and be prepared to wait at least 3 days for an answer or cut to the chase and have a word with a 'thinking of leaving us' agent. Explain that you can get no meaningful help from India.

It seems considering a change of supplier is the only thing that galvanises VM into action.

It sounds, to me, that you need an engineer to check your installation.

I had a similar fault once that after many visits turned out to be caused by a faulty Isolator and an unnecessary and also faulty splitter. Since then I have had to have the isolator changed again so it seems they can be quite troublesome. Ask to have it/them changed when your engineer calls.

Good luck. :)

[pip08456]

Easiest and quickest way is select the "Thinking of leaving us" option when you ring in and talk to someone in the UK.

[IanGuy]

I got a text from Virgin Media stating "your issue has been resolved".

Sure enough, it seems to be actually connected now, RDY solid, but now and again I get page cannot be displayed and need to refresh the page.

[craigj2k12]

post your modem stats, and if you can, a speed test and pingtest

[IanGuy]

Modem Stats:

Cable Modem UpstreamUpstream Lock : LockedUpstream Channel ID : 6Upstream Frequency : 45800000 HzUpstream Modulation : QPSKUpstream Symbol Rate : 5120 Ksym/secUpstream transmit Power Level : 41.4 dBmVUpstream Mini-Slot Size : 4

Cable Modem DownstreamDownstream Lock : LockedDownstream Channel Id : 84Downstream Frequency : 323000000 HzDownstream Modulation : QAM256Downstream Symbol Rate : 6952 Ksym/secDownstream Interleave Depth : taps12Increment17Downstream Receive Power Level : 1.9 dBmVDownstream SNR : 38.3 dB

https://www.cableforum.co.uk/images/local/2011/05/117.png (http://www.speedtest.net)

Speed and ping seems fine, it's as though it sometimes can't retrieve the IP address from the web address, as though it's a DNS problem, though only in my area which is surely strange?

CMD Traceroute Google.co.uk:

Tracing route to google.co.uk [209.85.229.147]
over a maximum of 30 hops:
1 * 11 ms 14 ms cpc6-ely05-2-0-gw.5-1.cable.virginmedia.com [217
.137.174.1]
2 12 ms 11 ms 11 ms cdif-core-1a-ge-300-1860.network.virginmedia.net
[62.254.252.141]
3 16 ms 14 ms 16 ms brhm-bb-1a-as0-0.network.virginmedia.net [212.43
.163.109]
4 67 ms 16 ms 15 ms manc-bb-1b-ae5-0.network.virginmedia.net [213.10
5.174.186]
5 22 ms 19 ms 19 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
6 21 ms 21 ms 22 ms 158-14-250-212.static.virginmedia.com [212.250.1
4.158]
7 21 ms 25 ms 22 ms 209.85.255.175
8 26 ms 28 ms 27 ms 66.249.95.173
9 28 ms 28 ms 28 ms 72.14.236.191
10 33 ms 35 ms 36 ms 209.85.243.77
11 29 ms 24 ms 26 ms ww-in-f147.1e100.net [209.85.229.147]
Trace complete.

I notice the UBR has a delay at the beginning, could this be causing my problems?

[craigj2k12]

theres no problems there, the tracert isnt anything to worry about, the ubr's can be unresponsive to pings etc, you could try using opendns