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Harrogate - Slow and intermittent
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Old 01-05-2012, 13:28   #1
fortigeek
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Harrogate - Slow and intermittent

Slow and intermittent since 9pm 30th. told by support 70% of area experiencing this...

anyone else?

latency ping at 60ms
downstream roughly 16Mb
upstream 0.1
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Old 02-05-2012, 07:20   #2
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Re: Harrogate - Slow and intermittent

it is 2 days later now so if you are stil, having a problem you need to get it looked at because those speeds are unacceptable. Have you checked your power levels?
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Old 02-05-2012, 14:50   #3
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Re: Harrogate - Slow and intermittent

It came on for a couple of hours this morning after being down overnight... and its off again for the last 4 hours!

I'm under a lot of pressure to get work done.. I've been with Virgin for 10 years or from NTL and this is been the worst.. because there is no communication and doesn't seem they care. This is as if they've gone back to NTL days of avoiding customers..

...
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Old 04-05-2012, 14:28   #4
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Re: Harrogate - Slow and intermittent

Back on but does this make any sense?


Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 298750000 290750000 306750000 314750000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 1 3 4
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -16.88 -17.02 -17.65 -17.68
RxMER
(dB) 29.35 29.53 29.67 29.90
Correctable
Codewords 918453351 803239345 660949418 505844783
Uncorrectable
Codewords 1686 3046 975 2404
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Old 04-05-2012, 14:43   #5
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Re: Harrogate - Slow and intermittent

downstream powers waaayyyyy too low!!

whats your upstream looking like?
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Old 04-05-2012, 14:53   #6
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Re: Harrogate - Slow and intermittent

Thanks Craig,


Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 9 N/A N/A N/A
Frequency
(Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level
(dBmV) 48.75 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 704 0 0 0
T4 Timeouts 1 0 0 0

and I'm not far from the exchange and the FTTC is end of my cul-de-sac
used to be fantastic till up to a month ago
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Old 04-05-2012, 15:12   #7
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Re: Harrogate - Slow and intermittent

I am wondering whether they have done some work in the cab and screwed it up. Have you got an attenuator on yout modem?
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Old 04-05-2012, 15:21   #8
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Re: Harrogate - Slow and intermittent

with SNR being that low would agree that something isnt right
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Old 04-05-2012, 20:03   #9
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Re: Harrogate - Slow and intermittent

Thanks guy's.. I'll take it up with them..
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Old 04-05-2012, 20:33   #10
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Re: Harrogate - Slow and intermittent

With thanks to thenry, he pointed me in this direction: neil.berkett@virginmedia.co.uk and someone will be in touch. Post your contact details in your email.
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Old 04-05-2012, 20:58   #11
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Re: Harrogate - Slow and intermittent

escalating to the CEO should only be done once you have exhausted the normal methods
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Old 04-05-2012, 21:06   #12
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Re: Harrogate - Slow and intermittent

I wasn't aware that there was a specific order in which one makes a complaint. That being said however, if that was your problem, would you not be asking for any and all avenues of redress?
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Old 04-05-2012, 21:39   #13
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Re: Harrogate - Slow and intermittent

the CEO is a last resort in all cases
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Old 04-05-2012, 22:00   #14
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Re: Harrogate - Slow and intermittent

According to whom precisely?
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Old 04-05-2012, 22:20   #15
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Re: Harrogate - Slow and intermittent

According to anyone with any common sense.

Why do you think they bothered going to the trouble (ie time and money) of setting up Customer Services, Technical Support, etc. when all they have to do is put a big notice on their website:

"In case of any issues, please contact our CEO. It's not like he has anything else to do all day, like running the company, for example"


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