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)? |
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. |
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/ |
Re: Advice on explaining routing issues to VM 1st line
Quote:
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. |
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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