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Advice on explaining routing issues to VM 1st line
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Old 11-01-2017, 00:36   #1
philipp
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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)?
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Old 11-01-2017, 00:43   #2
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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.
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Old 11-01-2017, 10:00   #3
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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/
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Old 11-01-2017, 10:20   #4
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Re: Advice on explaining routing issues to VM 1st line

Quote:
Originally Posted by Taf View Post
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.
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Old 11-01-2017, 12:57   #5
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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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