- Joined
- 9 Mar 2016
- Posts
- 21
Do you happen to have it to hand by any chance? Would be greatly appreciated.
Virgin Media - Evening packet loss this last month.
- Thread starter adambunion
- Start date
- Joined
- 9 Mar 2016
- Posts
- 21
Fantastic, thanks for this.
- Joined
- 9 Mar 2016
- Posts
- 21
Not just yet, I managed to send a direct message to one of the forum staff regarding the problems and he tells me:
"I've replicated the ping test from the default gateway at the CMTS and it's showing a 4%-5% packet loss consistently. I need to run this by one of my colleagues tomorrow before I can report the issue to networks"
So fingers crossed this should mean some progress. I still have the software to hand though so can run if still useful.
- Joined
- 9 Mar 2016
- Posts
- 21
Bit of an update - wanted to copy paste the latest complaint email about this as it includes most of the dodgy service I've received. Bit of a long read.
-------
Bit of an update, I'm guessing you received my last email as I got a call from a lady that told me that the service I had received was unacceptable and promised me to chase my problems up and give me a call back on either the 1st of the 4th (which she never did). Fantastic! At least VM's awful customer service is consistent all the way through the company it seems.
Skipping to the point, my problem still isn't resolved (had it for 2 months now) and I've decided that on Monday i'll be taking the package that i'm paying nearly £100 for each month to another provider and ISP. Since I sent my last email, here is a rundown of what has happened (I assume that you'd want to know as VM constantly send me text messages and emails asking me how my experience was). The below follows on from where my previous email left off.
-------------------------
I've spoken to a member or support that tried fobbing me off even though there are notes on my account to tell them the problem won't show at their end as its a local area issue in my postcode. Apparently the part has been replaced but there's a customer that has faulty cabling apparently that is interfering with the network causing packet loss and line errors someone at second line tells me. Not sure when this problem will be fixed, refuses to give me any more data due to 'data protection'.
26th
Called up on the 26th, they had no idea about a customer's property needing re-cabling due to interference, tell me that nothing has been raised by the team about the problem so will have to call me back. Called me back 30 min later, team is discussing it on and should have an answer Tuesday in regards to see whether it cane be fixed or passed
to construction .
Saturday night
Internet goes down completely, call up support tell me that a cable is currently (at 12 midnight) being replaced and things should be working again by 9am Monday
despite being told previously that a decision would be made on Tuesday? Internet comes back up Sunday morning with the same problem still seen throughout the day despite
being told that the cable was being replaced currently.
Sunday
Apparently cable wasn't replaced but an attempted fix was made. showing as should be fixed by 30th 9am.
Monday
Called up after being told to on Sat (even though it conflicted with other support staff telling me the 30th is when things will be sorted), tell me the problem
has been fixed (even though i'm having the same issue) tells me someone will call me back within 4 hours. Yup, you guess it - no call back. I call back to chase.
Finally suggested i speak to second line support to second line
Dealt with (removed) ref - (removed) - tells me there's definitely problems that can be seen by second line to do with 'sec errors' (wut?) and drop offs the last 7 days SINCE the 'fix' was applied and marked as resolved.
Told they will monitor and call me back at 8pm tonight (28th)
Called me back, said he'd seen the problems and have attached 7 days of logs and raised it to networks. Will email me details.
Hi Adam
------
Here is the reference number (removed)
I will check this in the morning and call you after 9am tomorrow.
Take care,
(removed)
-----
Tuesday
get a call from second line support, networks said they reset all the network cards in the area. Seems like they are just fobbing me off. Will call back tomorrow (problem still isn't fixed)
30th
Networks applied a 'patch' still hasn't fixed the problem
31st
Call up to discuss cancellation options, once connected to virgin media am told by an automated system that I've got an engineer booked even though nobody has told me anything about an engineer coming out?
1st
second line called me, told me to monitor it over the weekend based on what networks dept said to second line, even though its been over a month of this.
. will call me back on Mon or Tue to get info on what weekend was like.
Sunday 3rd
Worst its ever been, cut outs and constant packet loss between 8pm and midnight. Unusable.
4th
Supposed to receive a call back from head office to follow up after sending the email complaint it - nobody called.
Also, when calling up not even the automated service where you can subscribe to service updates regarding the problem works- got a 'technical error' when trying to subscribe to updates about my technical errors...
5th
not heard anything so called up, 1st line support told me work in area, ETA for fix 11th - support contact not replying to my emails at this point, sent 3 with no reply.
6th
Called up chasing progress - been fixed apparently this morning, still getting drop outs mid day, was told that there's no network outage. Had to try to
explain to 'support' the problem wasn't a service outage. 10 Minutes later am told to just call back later if problem still exists.
Afternoon of the 6th
Problem still exists, call up and am told they will send an engineer to my house even though I explained the nature of the problem and 3 (including a senior area tech) had all told me this is a problem outside my property.
I give up, switching away from VM. Total joke.
---
So yep, just wanted to say that I was unable to get this resolved despite being told on 4 separate occasions that it was 'fixed'. Going to start the move to BT infinity Monday, just thought i'd update for anyone that cared.
-------
Bit of an update, I'm guessing you received my last email as I got a call from a lady that told me that the service I had received was unacceptable and promised me to chase my problems up and give me a call back on either the 1st of the 4th (which she never did). Fantastic! At least VM's awful customer service is consistent all the way through the company it seems.
Skipping to the point, my problem still isn't resolved (had it for 2 months now) and I've decided that on Monday i'll be taking the package that i'm paying nearly £100 for each month to another provider and ISP. Since I sent my last email, here is a rundown of what has happened (I assume that you'd want to know as VM constantly send me text messages and emails asking me how my experience was). The below follows on from where my previous email left off.
-------------------------
I've spoken to a member or support that tried fobbing me off even though there are notes on my account to tell them the problem won't show at their end as its a local area issue in my postcode. Apparently the part has been replaced but there's a customer that has faulty cabling apparently that is interfering with the network causing packet loss and line errors someone at second line tells me. Not sure when this problem will be fixed, refuses to give me any more data due to 'data protection'.
26th
Called up on the 26th, they had no idea about a customer's property needing re-cabling due to interference, tell me that nothing has been raised by the team about the problem so will have to call me back. Called me back 30 min later, team is discussing it on and should have an answer Tuesday in regards to see whether it cane be fixed or passed
to construction .
Saturday night
Internet goes down completely, call up support tell me that a cable is currently (at 12 midnight) being replaced and things should be working again by 9am Monday
despite being told previously that a decision would be made on Tuesday? Internet comes back up Sunday morning with the same problem still seen throughout the day despite
being told that the cable was being replaced currently.
Sunday
Apparently cable wasn't replaced but an attempted fix was made. showing as should be fixed by 30th 9am.
Monday
Called up after being told to on Sat (even though it conflicted with other support staff telling me the 30th is when things will be sorted), tell me the problem
has been fixed (even though i'm having the same issue) tells me someone will call me back within 4 hours. Yup, you guess it - no call back. I call back to chase.
Finally suggested i speak to second line support to second line
Dealt with (removed) ref - (removed) - tells me there's definitely problems that can be seen by second line to do with 'sec errors' (wut?) and drop offs the last 7 days SINCE the 'fix' was applied and marked as resolved.
Told they will monitor and call me back at 8pm tonight (28th)
Called me back, said he'd seen the problems and have attached 7 days of logs and raised it to networks. Will email me details.
Hi Adam
------
Here is the reference number (removed)
I will check this in the morning and call you after 9am tomorrow.
Take care,
(removed)
-----
Tuesday
get a call from second line support, networks said they reset all the network cards in the area. Seems like they are just fobbing me off. Will call back tomorrow (problem still isn't fixed)
30th
Networks applied a 'patch' still hasn't fixed the problem
31st
Call up to discuss cancellation options, once connected to virgin media am told by an automated system that I've got an engineer booked even though nobody has told me anything about an engineer coming out?
1st
second line called me, told me to monitor it over the weekend based on what networks dept said to second line, even though its been over a month of this.
. will call me back on Mon or Tue to get info on what weekend was like.
Sunday 3rd
Worst its ever been, cut outs and constant packet loss between 8pm and midnight. Unusable.
4th
Supposed to receive a call back from head office to follow up after sending the email complaint it - nobody called.
Also, when calling up not even the automated service where you can subscribe to service updates regarding the problem works- got a 'technical error' when trying to subscribe to updates about my technical errors...
5th
not heard anything so called up, 1st line support told me work in area, ETA for fix 11th - support contact not replying to my emails at this point, sent 3 with no reply.
6th
Called up chasing progress - been fixed apparently this morning, still getting drop outs mid day, was told that there's no network outage. Had to try to
explain to 'support' the problem wasn't a service outage. 10 Minutes later am told to just call back later if problem still exists.
Afternoon of the 6th
Problem still exists, call up and am told they will send an engineer to my house even though I explained the nature of the problem and 3 (including a senior area tech) had all told me this is a problem outside my property.
I give up, switching away from VM. Total joke.
---
So yep, just wanted to say that I was unable to get this resolved despite being told on 4 separate occasions that it was 'fixed'. Going to start the move to BT infinity Monday, just thought i'd update for anyone that cared.
- Joined
- 9 Mar 2016
- Posts
- 21
Thanks, the bar isn't set very high currently anyway! My reply was a bit long-winded but wanted to warn anyone thinking about VM, since their 'vivid upgrade' thinks have been awful for literally 100s of people on their forums and social media.
Hopefully BT will be more reliable.