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-   -   200M : Advice on explaining routing issues to VM 1st line (https://www.cableforum.uk/board/showthread.php?t=33704290)

philipp 11-01-2017 01:36

Advice on explaining routing issues to VM 1st line
 
Thankfully it has been fixed now (I guess networks noticed it), but I was expericing routing issues with huge packet loss and high ping which was located between the cmts stockton 17 and middlesbrough core b.

Pinging the cmts from a different internet connection showed the high ping and packet loss or using the trace facility at thinkbroadband equally showed the problem.

Now I phoned VM twice to try and let them know about this as the net was practially not usable.

I found only one server ( one of googles) that used the cmts and core a for both routes and returned normal ping and no packet loss.

The first tech support insisted my modem wasn't online (which it may not be according to a ping as it was practially 70% pl) Then inisted my purple light on the superhub 3 (running in modem mode) meant my modem was offline. After trying to explain, I got angry and ended the call.

The second tech support understood I was having connection issues but then blamed the utilisation issue in my area and ended the call.

So how do you explain a connection issue like this in the future? Or do I need to phone in UK hours in order to get through to a UK agent or maybe second line support (if that still exists)?

pip08456 11-01-2017 01:43

Re: Advice on explaining routing issues to VM 1st line
 
As the call centers can do nothing about it I wouldn't bother.

Networks normally pick up on issues like this automatically.

Taf 11-01-2017 11:00

Re: Advice on explaining routing issues to VM 1st line
 
Start a thread on VM forums? They are often slow to react, but customer users often chip in with info and advice.

http://community.virginmedia.com/

philipp 11-01-2017 11:20

Re: Advice on explaining routing issues to VM 1st line
 
Quote:

Originally Posted by Taf (Post 35880065)
Start a thread on VM forums? They are often slow to react, but customer users often chip in with info and advice.

http://community.virginmedia.com/

you would have thought VM would pick it up before the week or two wait time for a reply on the community forum.

the staff there would have passed it on to networks I agree. If only there was a system in place to report network issues.

the fault came on the status page shortly after my call. So it must have triggered it by a volume as it was going on for a couple of hours and it was affecting the cmts itself.

Taf 11-01-2017 13:57

Re: Advice on explaining routing issues to VM 1st line
 
The Network fault affecting my connection lasted over a year. One month fee refunded. And now the fault has returned!

http://community.virginmedia.com/t5/...2917052#M47374


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