This is just Bad Business

[darksun]

Hey All,

After upgrading to 50mb my life didnt get any better. The speeds are changing a lot. Usually around 15mb but also can see 1-2mb easily. Never seen 50 anyway. It's getting bad around the 6pm when everyone is using internet.

I am a mentor at an online school and I can't do my work because of unstable connection. I think I will leave this guys... I am seriously sick of hearing the same thing on customer support...

Before cancelling my account, I just wanted to double check with you guys if you see anything wrong with these power levels...


Connection

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 200 55616000 Kbits/sec 298750000 Hz 5.8 dBmV 43.2 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 306750000 Hz 5.5 dBmV 43.2 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 314750000 Hz 4.6 dBmV 42.2 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 2 20480 Kbits/sec 35800000 Hz 43.7 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 1848
Max Traffic Rate 53000000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 1847
Max Traffic Rate 5140000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
Current System Time:Mon Aug 15 19:39:01 2011



Thank you very much for your time...

Arslan

[Robertus]

Technically you should have a business line if you're using the connection for work purposes...?

[theoldbill]

These mentoring things are normally voluntary.

[darksun]

Robertus; I am not running a full time business and it is not that different from having a skype talk with someone but when your connection so unstable and 15mb one second and next second 0,2mb it is just madness.

theoldbill; thanks a lot..

[jamiefrost]

I would wait and see if someone can tell you if the power levels are ok, someone on here will be able to say.

But 1-2Mb is not acceptable and if it can't be corrected then I would move.

J

[phileas]

Do a tracert to the sites your having problems with. If you go through london then roubaix then that might be the problem. I can get 20meg speedtest outside france but to roubaix its like 2meg.

[thenry]

your power levels seem ok'ish.

[Nopanic]

Get a tech out to replace the modem and drop the power levels to closer to 0 .. worth a go before leaving ..

The levels are fine, but it wouldnt hurt ..

[jb66]

Levels are within perfect range, can't believe a tech is being suggested when we don't even know if the op is using the hubs crappy wifi

[Nopanic]

Levels are within perfect range, can't believe a tech is being suggested when we don't even know if the op is using the hubs crappy wifi

Well believe it .. if a customer has called up multiple times and no issue is found .. its common sense to replace the equipment .. might as well do with with someone who knows what they are doing (apparently :D) sending a tech is also a good will gesture to show the customer we are willing to investigate everything possible to save from losing them.

This doesn't go for every call . obviously ..

[jb66]

I love those faults ;) send a tech with no wifi diagnostic tools or training to swap a hub, promise the customer the tech will sort it out then the tech gets abuse as he leaves the customer with the same service they had in the first place,

[horseman]

I love those faults ;) send a tech with no wifi diagnostic tools or training to swap a hub, promise the customer the tech will sort it out then the tech gets abuse as he leaves the customer with the same service they had in the first place,

Ah yes well said: the last ditch, lazy, intellectually challenged, heuristically biased, empirical serially threaded mindset of an underskilled act of desperation motivated solely to demonstrate an effort was made irrespective of how technically appropriate.
Fly-by-the-seat-of-their-pants-cowboys - don't yer just love 'em!

So of the remaining 0.48 % of Field support, who else can we insult? ;) :dunce:

[darksun]

Hi All,

Thanks for kind replies. Last night I've talked to tech support guy (based in UK), I explained my problem which is ongoing for the last 5 weeks and the first thing he said was "There is a very high utilization in your area, did you know that?" I said, once somebody briefly mentioned and even promised me that'll go away tomorow ( which I didnt believe), but paying good money and getting 5 mb with 89 ms ping is like a joke. Even worse is like internet totally gone off twice last night.

He suggested talk to customer support either waive the payment for broadband so I can get some ADSL for a few months and maybe come back to virgin later...

It's not workable or reliable which is very sad, I already recommended Virgin to couple of my friends...

Arslan

[thedelboy]

you are Lucky I get about 154kbps

[horseman]

Hi All,
…..
He suggested talk to customer support either waive the payment for broadband so I can get some ADSL for a few months and maybe come back to virgin later...
….
Arslan

…and of course he offered the all important ubiquitous Fault Ticket reference number to both facilitate your compensation claim and validate his diagnosis?
If not - "Do Not pass Go" - and prepare to enjoy another recursive iteration of over protracted dialogue with another under-skilled/under-trained offshore call centre contractor! ;)

[Nopanic]

I love those faults ;) send a tech with no wifi diagnostic tools or training to swap a hub, promise the customer the tech will sort it out then the tech gets abuse as he leaves the customer with the same service they had in the first place,

I've made the assumption based on the fact that he's called a number of times that all troubleshooting has been done .. I'm also suggesting that the agent explain to the customer as I have, that although the power levels are correct and that they can see nothing through the tools they have, as an extra level of customer care and assurance a tech (one of our members of staff, specifically trained in broadband support) will come to your home to check your local levels and replace the modem .. for an angry customer this gesture can be the difference between staying and leaving .. and as for wasting the techs time, any good tech will explain what they are doing and what they are able to support, show the customer how things are correct and leave them feeling like Virgin Media although unable to help this time actually care ...

so neeerrrrr

Ah yes well said: the last ditch, lazy, intellectually challenged, heuristically biased, empirical serially threaded mindset of an underskilled act of desperation motivated solely to demonstrate an effort was made irrespective of how technically appropriate.
Fly-by-the-seat-of-their-pants-cowboys - don't yer just love 'em!

So of the remaining 0.48 % of Field support, who else can we insult? ;) :dunce:

yes, clearly you have a firm understanding of customer care .. well done ..:dunce: