BB Speed Query

[smallclone]

Hi. I have been experiencing 30% internet speeds for the last 3 nights.

I rang 150 and the auto voice said:

"We are sorry you are experiencing broadband issues in CF10 and CF24 areas, our engineers are working to correct this"

But when I log on to My Virgin Media there is no issues at all with service status.

Who is correct? And why are they different?

Thanks

---------- Post added at 18:54 ---------- Previous post was at 18:44 ----------

Oh good god.

After being on the phone for 5 minutes and going through all my passwords automatically, the voice said:

"we're unusually busy, you may like to give us a call later. Thanks and Goodbye"

I have never had a computer hang up on me before. What disgusting customer service.

[Andrewcrawford23]

Hi. I have been experiencing 30% internet speeds for the last 3 nights.

I rang 150 and the auto voice said:

"We are sorry you are experiencing broadband issues in CF10 and CF24 areas, our engineers are working to correct this"

But when I log on to My Virgin Media there is no issues at all with service status.

Who is correct? And why are they different?

Thanks

---------- Post added at 18:54 ---------- Previous post was at 18:44 ----------

Oh good god.

After being on the phone for 5 minutes and going through all my passwords automatically, the voice said:

"we're unusually busy, you may like to give us a call later. Thanks and Goodbye"

I have never had a computer hang up on me before. What disgusting customer service.
would you rather hang on thephone for say 30 minutes? no offence but no matter what virign do you would complain aboutit, the phone is mos tliekly right the service status page is pretty crap and hardly list outages and certianly doesnt list over ulisation issues

[smallclone]

would you rather hang on thephone for say 30 minutes?

It would be nice to be given the choice!

no offence but no matter what virign do you would complain aboutit,

That really isn't true.

I just want to know if there is anything I can do to fix the problem.

I hope the phone message is correct. cheers

[craigj2k12]

you wont be able to do anything, if there is a fault ticket open then the engineers will either be working on it or planning the work needed

[smallclone]

The guy on the phone said it is an issue and will be fixed by Thurs March 1st. But that was ONLY after I told him that the auto voice message had said there was a problem in my postcode. Perhaps I shouldn't have said that....as he was struggling to detect a problem.

And, get this.........I get a £5 compensation refund.

[Andrewcrawford23]

The guy on the phone said it is an issue and will be fixed by Thurs March 1st. But that was ONLY after I told him that the auto voice message had said there was a problem in my postcode. Perhaps I shouldn't have said that....as he was struggling to detect a problem.

And, get this.........I get a £5 compensation refund.

if you have only been having hte issue today and will be fixed in 2 days that acutally quite a good discount, as you only get the cost of yoru broadband refunded after discounts and for hte number of days aaffected

but if they couldnt find the fault either the phoen was wrong or they didnt knwo hwo to use the system right

[smallclone]

if you have only been having hte issue today and will be fixed in 2 days that acutally quite a good discount, as you only get the cost of yoru broadband refunded after discounts and for hte number of days aaffected


Started Saturday night I think. So more like 4/5 days.

The afternoons and mornings are ok but the speed in the evening, from about 5pm drops right down to near useless levels. Which is more or less the only time I would want to use it.

[Andrewcrawford23]

Started Saturday night I think. So more like 4/5 days.

The afternoons and mornings are ok but the speed in the evening, from about 5pm drops right down to near useless levels. Which is more or less the only time I would want to use it.

even for 4 or 5 days it still a good discount without knowing your bill of what you pay for excluding call charges and any discounts you get it be hard to say how good or ba it be just a rough calculation suggest you got a good refund :)

[smallclone]

even for 4 or 5 days it still a good discount without knowing your bill of what you pay for excluding call charges and any discounts you get it be hard to say how good or ba it be just a rough calculation suggest you got a good refund :)

Yeah I'm not complaining at the refund. I wasn't expecting anything.

What I would really like is :

-an update on any issues in my area, since I have logged a call with them

-Real time status service issues on the web site (It STILL says there is no problem in my area. why?)

-Let us know about any planned maintenance or outage. I had to work from home on Monday night and really needed to upload documents but it took far too long. I could have planned for this if I had known.

[Andrewcrawford23]

Yeah I'm not complaining at the refund. I wasn't expecting anything.

What I would really like is :

-an update on any issues in my area, since I have logged a call with them

-Real time status service issues on the web site (It STILL says there is no problem in my area. why?)

-Let us know about any planned maintenance or outage. I had to work from home on Monday night and really needed to upload documents but it took far too long. I could have planned for this if I had known.

to get updates you need to call them and give them teh fault reference number if oyu never got one when you call again ask them for it, they should give oyu it after tellign you abotu a fault

, teh service status page i have to admit is quite crappy now it used to be good, but even when it was better it only really list major problems or ones going to lasta long time ie a fibre breach, but i agree they need to maek ti better it never lists faults now

they do sometimes send letter to cusotmer baout planned maintence which might cause a outage if it goign to to last more than a hour or two they used to list it on teh service status page as well but agian it crap

[smallclone]

still not fixed. rang back and they said it could take until 15th March to fix!!!

My speeds are 1mb instead of 10mb

And I get £5 for this inconvenience. Can I do more?

[Andrewcrawford23]

still not fixed. rang back and they said it could take until 15th March to fix!!!

My speeds are 1mb instead of 10mb

And I get £5 for this inconvenience. Can I do more?

no if it a fault then all you can do is getting a reimbursed for degraded service but you have had a reimbrusment wihtout know youring breakdown of yoru package including prices paid and discount i cant tell you how long techincally that refund will last it oculd be 5 days it could be 10 days depends on your package and discounts

[Chrysalis]

would you rather hang on thephone for say 30 minutes? no offence but no matter what virign do you would complain aboutit, the phone is mos tliekly right the service status page is pretty crap and hardly list outages and certianly doesnt list over ulisation issues

I think been on hold is always preferable to been cutoff.

---------- Post added at 21:01 ---------- Previous post was at 20:59 ----------

to the OP if you unsure if they feeding you bull or have a legit fault been fixed, ask for a fault reference number.

[Andrewcrawford23]

I think been on hold is always preferable to been cutoff.

---------- Post added at 21:01 ---------- Previous post was at 20:59 ----------

to the OP if you unsure if they feeding you bull or have a legit fault been fixed, ask for a fault reference number.

depends, expanding to cusotmer service in general, ie not jsut techincall support

from my experaince customer who have to wait more than 15-30minutes to get thorugh toa human are very annoyd and are more abusive or irate so harder to deal with and generally will moan your head off for being made ot wait so you cant win if the system cut them off or they wait

[smallclone]

depends, expanding to cusotmer service in general, ie not jsut techincall support

from my experaince customer who have to wait more than 15-30minutes to get thorugh toa human are very annoyd and are more abusive or irate so harder to deal with and generally will moan your head off for being made ot wait so you cant win if the system cut them off or they wait


I think being given the choice is the point.

[Andrewcrawford23]

I think being given the choice is the point.

true but plenty of companies do it i jsut ring back constely until ige tin teh queue

[Chrysalis]

if i have to keep ringing up to even get in a queue I am going to be a lot more annoyed then just putting the phone aside on speakerphone for 20 mins or so.

[smallclone]

I have had terrible problems with this. Speed has slowed right down to 0.2MB and is at times unusable.

I have called and called but I get a different response each time. 2 days ago the reponse was that it would be fixed between 10 - 15 March. I was given a fault ref number.

Last night I called again and the person had absolutely no record of that fault number. Instead she says there is a fault in your area but it is "complete loss" of internet which could go on until April 18th!!!. But I am getting intermittent signal so it must be different fault.

She organised an engineer to come round next Monday as she thinks it is maybe the modem or power to the modem.

Then, this morning I get an automated message saying the engineer has been cancelled because there is a fault in the area!!

But that fault I was told wasn't the one I am having

I am going round in circles, and all the while I can't do important work fropm home because the internet signal is so poor.

Can someone advsie me what I can do to get the internet in my house please

[Andrewcrawford23]

I have had terrible problems with this. Speed has slowed right down to 0.2MB and is at times unusable.

I have called and called but I get a different response each time. 2 days ago the reponse was that it would be fixed between 10 - 15 March. I was given a fault ref number.

Last night I called again and the person had absolutely no record of that fault number. Instead she says there is a fault in your area but it is "complete loss" of internet which could go on until April 18th!!!. But I am getting intermittent signal so it must be different fault.

She organised an engineer to come round next Monday as she thinks it is maybe the modem or power to the modem.

Then, this morning I get an automated message saying the engineer has been cancelled because there is a fault in the area!!

But that fault I was told wasn't the one I am having

I am going round in circles, and all the while I can't do important work fropm home because the internet signal is so poor.

Can someone advsie me what I can do to get the internet in my house please

your being lied to, if there a fault in the area the systme would prevent them booking oyua tech even if you might be havinga issue that affects you differently

[smallclone]

So what do I do?

I need to do extremely improtant work from home next week. Yet I see no light at the end of the tunnel

[Andrewcrawford23]

So what do I do?

I need to do extremely improtant work from home next week. Yet I see no light at the end of the tunnel

the problem just now is conflecting information, one suggests network fault oen suggest local fault

ok if the work is really important i am willing to try do diagnostics to try get the best he,lp for you, but be aware i no lognr have access to the internal virign system so i cant check the things half the idiots who you been on the phone should be able to do

im suffering form the flu so i really dnt want ot reread thorugh the post

can you post the exact problem you having been haling describe in details as much as possible

and please post the type of modem oyu have if it shub jsut say shub

if it shub please tell me if it in router mode or modem mode

please post all power levles from login into your modem on 192.168.100.1 or 192.168.0.1 for shub in rotuer mode

if you can post any events logs or any other information from the modme tha tiwll help

please remove your mac addresses from any momdem information

[smallclone]

Thanks for this. Don't want to burden you if you are unwell. I will try and get this information asap.

[Andrewcrawford23]

your not burden me :) also if you use older modem or the shub in modem do you use your own rotuer ill need ot know that as well

[smallclone]

your not burden me :) also if you use older modem or the shub in modem do you use your own rotuer ill need ot know that as well

I don't have a shub. I have one of these:

http://nickpackhamonline.files.wordpress.com/2009/03/03032009241.jpg

I do use a Tenda w306R wireless router. But the problems still persist if I go directly from modem to PC.

[Andrewcrawford23]

its a ambit 255/256 most liekly 256

log intot he modem it will have power levles for upstream and downstream, it should have operation config and event log if oyu post what in there i can try see if the problems exists locally

[smallclone]

its a ambit 255/256 most liekly 256

log intot he modem it will have power levles for upstream and downstream, it should have operation config and event log if oyu post what in there i can try see if the problems exists locally

Much appreciated. I will do this sometime in the next 10 hours hopefully.

[smallclone]

Speed at time this was posted: 2MB.

Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number : 0014A4AF8C83
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 323000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 212
Downstream Frequency : 323000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -5.4 dBmV
Downstream SNR : 39.8 d

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 35800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 5120 Ksym/sec
Upstream transmit Power Level : 49.4 dBmV
Upstream Mini-Slot Size : 4

---------- Post added at 16:44 ---------- Previous post was at 16:43 ----------

First Time Last Time Priority Description
Thu Mar 08 17:10:24 2012 Thu Mar 08 17:10:24 2012 Information (7) The s/w filename specified in the config file is the same as ...
Thu Mar 08 17:10:24 2012 Thu Mar 08 17:10:24 2012 Information (7) A software upgrade filename was specified in the config file.
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) Authorized
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) Registration complete!
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) We registered with a DOCSIS 1.1 config file!
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) Received a REG-RSP message from the CMTS...
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) Sending a REG-REQ to the CMTS...
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) CableModem SNMP configure complete
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) IP init completed ok
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) CableModem TFTP init ok
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Information (7) CableModem DHCP client init ok
Thu Mar 08 17:10:23 2012 Thu Mar 08 17:10:23 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Received a UCD message!
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Thu Mar 08 17:00:26 2012 Thu Mar 08 17:00:26 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Thu Mar 08 16:59:53 2012 Thu Mar 08 16:59:53 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Thu Mar 08 16:59:52 2012 Thu Mar 08 16:59:52 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Thu Mar 08 16:59:42 2012 Thu Mar 08 16:59:42 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Thu Mar 08 17:00:11 2012 Thu Mar 08 17:00:11 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Thu Mar 08 16:59:30 2012 Thu Mar 08 16:59:30 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Thu Mar 08 16:58:11 2012 Thu Mar 08 16:58:11 2012 Critical (3) TFTP failed - configuration file NOT FOUND
Thu Mar 08 16:58:06 2012 Thu Mar 08 16:58:06 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP FAILED - Request sent, No response
Time Not Established Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received

[Andrewcrawford23]

edit removed to pm

[smallclone]

Still no joy with this. My speeds are terrible, and I have rung Virgin 15 times about it. They now say that I may have to wait until 24th April for normal speeds to be resumed.

In the meantime I had £25 off my last months bill and have asked for £25 off this months bill.

Not a bad compensation you might think. But I'd much rather get what I ask for in the first place.

[kwikbreaks]

If it was a fault it would have been fixed so the chances are that your area is now oversubscribed. This can take a very long time to get fixed.

When mine went oversubscribed in October last year I was given a date of January iirc. I decided to downgrade from 50 to 10 as that is all it would reliably run at. There is still no sign of it being fixed properly although there was some sort of stop-gap action in December. I get 10Mbps reasonably reliably but the jitter is high. My speed doubling estimate isn't until Oct 2012 - July 2013 so it looks like they recognise that some serious upgrading is necessary. Hopefully I'll have been able to move on to Infinity long before either of those dates.

[smallclone]

I originally had that oversubscription problem when I first came to this area about 5 years ago.

Now it looks like it is happening again!

In that case I guess I will continue to phone once a month and get £25 off my bill. I refuse to pay for this broadband service which is effectively stopping me from working at home.

It is utterly pathetic.

---------- Post added at 12:59 ---------- Previous post was at 12:43 ----------

I've sent Virgin a scathing email via contact us on their website, but I doubt I'll get much back.