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I have recently moved property and signed up to a new VM contract with a 60mb line. Within a month of being settled I started noticing problems and called VM to try and sort them out. Each time I phone they see the problem they say they are not sure why and generally fob me off saying see how it goes and let us know if it continues. 3 months and 3 engineer vists later they are still saying that either there is no problem or they are not sure why I am getting these problems. What do you think?
http://www.thinkbroadband.com/ping/share/994132fb8a3...
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That graph looks terrible. Here's mine by way of comparision. Mine is also a 60mb connection but that should have no relevance to ping.
Edited by deleted (Sat 12-Jan-13 18:55:12)
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Wow, that is a difference.
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looks like oversubscription which VM call a "high utilisation fault" (when they acknowledge it).
My suggestions are either.
1 - leave (as could be years before its fixed if even that)
2 - contact the CEO via email which will get a response from the ceo office team, this most likely will just yield you an offer to leave without penalty or ongoing discount, there is a chance they will push an upgrade through that fixes it though if lucky.
3 - make a post on VMs official forums, the staff there are more competant than the phone staff and seem more likely to recognise high utilisation faults.
The usual trick VM tried is to shift people between docsis 1 and 3 when is bad congestion but I dont know if they would put a docsis3 device on the docsis1 network plus you on the 60mbit tier which wont get put on the docsis1 network. So if you want a fast resolution and they see a fix is not forthcoming then you can downgrade your package to 20mbit or below (if they let you) and then try to get on the docsis1 network and hope thats better in your area.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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Thanks for that, I was under the presumption that it was oversubscription. I cant believe the runaround vm give you, has been an absolute nightmare. I think an email to the CEO is in order and see what they have to say.
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I've had problems since my VM 10Mb was doubled in October. I've had refunds, tech visits, three faults and new equipment. The latest fault (high utilization) is the final nail in the coffin, so I've cancelled my contract. Incidentally, my connection has been the best it has ever been ( pings of 16 even when I'm downloading @ 20Mb!) since I cancelled my contract. What a joke.
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looks like oversubscription which VM call a "high utilisation fault" (when they acknowledge it).
My suggestions are either.
1 - leave (as could be years before its fixed if even that)
2 - contact the CEO via email which will get a response from the ceo office team, this most likely will just yield you an offer to leave without penalty or ongoing discount, there is a chance they will push an upgrade through that fixes it though if lucky.
3 - make a post on VMs official forums, the staff there are more competant than the phone staff and seem more likely to recognise high utilisation faults.
The usual trick VM tried is to shift people between docsis 1 and 3 when is bad congestion but I dont know if they would put a docsis3 device on the docsis1 network plus you on the 60mbit tier which wont get put on the docsis1 network. So if you want a fast resolution and they see a fix is not forthcoming then you can downgrade your package to 20mbit or below (if they let you) and then try to get on the docsis1 network and hope thats better in your area.
Sadly not an option, the Superhub MAC address range automatically gets pushed to the overlay network when it locks to the legacy one.
This isn't about the configuration files that are provisioned, the Superhub doesn't even download a configuration file when it locks to the DOCSIS 1.1 network, as soon as that network sees the MAC address of the SHUB it sends a downstream channel change pushing it to the primary downstream channel on the overlay.
The only way to change this would be to manually edit configurations on the Broadband Access Centre.
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Well, sending an email got me a response.......
Another engineer tomorrow. Lets see if I get some random excuse why my Internet isn't working properly.....again
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"Wrong type of photons"
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I'm actually on 120 Meg now... I upgraded to 50 Meg from 10 Meg around October 2011 and all I've had since is problems. Around July 2012 after consistant complaints they upgraded me from 50 Meg to 100 Meg hoping it would fix the problem, but it didn't. They said they would leave me on 100 meg since they were doubling everyones speeds in the area shortly anyway.
Since November 2011, I've had a fault listed on my account of "High Utilization" and I got so called confirmation that it was fixed, on 28th December 2012. I'm not inclined to agree. The fault might not be the same, but the connection is still awful. Yesterday my internet cut off for about 3 hours and again this morning it has already cut off about 3-4 times.
Yesterday: http://www.thinkbroadband.com/ping/share/f242c3bd92c...
This Morning: http://www.thinkbroadband.com/ping/share/e92befbff8b...
Every time I ring virgin media now I press option 5 on the phone, gets you straight through to the retention team so I can have a good rant and rave - all english customer service agents who don't just read from scripts and tell you to "turn it off and on again"
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Hadn't appreciated that torpedoes were being used now!
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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Well, today was helpful. I was told what we already knew and that I was suffering utilisation issues and the reason why nothing has been done is because the utilisation issue is not a high enough % of the day for them to think there is a fault..........sigh
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jump upstream chan an see if u can escape a poor eve on the current chan. keep on at them an play the 5 day reply game with them. also down load a shed load o li.ux distros an seed um o. torrent. utorrent can set a 4gb up cap to insure u dont get capped. helps to push the levels in vm insane theshold fault levels for upstreams.normally my connection idle or gaming now forced to add to the prob jus to get it looked at. only at vm
all i want is stable lowish latency so at end of day lookin after 5 young kids oo can play wen i get tje chance. vm think we play in wee hours of morning with there avg over 24 hours rather than just wen they deed tm an caps need to be in place.
my thread started in nov but year ago went ceo team email promised a true network boff to rimg me an run tests to pin point the poor qos. never got the call. http://community.virginmedia.com/t5/Up-to-60Mb-Speed...
wish u the best luck. sad to say that we pay for service an support
Edited by deleted (Tue 15-Jan-13 21:27:03)
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Well, today was helpful. I was told what we already knew and that I was suffering utilisation issues and the reason why nothing has been done is because the utilisation issue is not a high enough % of the day for them to think there is a fault..........sigh
After 6 months of high utilization problems with VM and an estimated fix date another 6 months away, I fixed the problem by switching to Sky. Switching to another fibre provider will fix your problem faster.
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I would have switched already, but as I recently moved I am still in contract with vm and also there is no fibre in my area and my exchange is not in the roll out plans as yet. If I can get out of contract bt can offer me between a 4mb and 7mb line which I think would be more stable than the sorry excuse of a connection I have currently
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well in this case ((if the CEO really said that) this is probably what is going to happen
Pass an other few months till utilization is bad and day time (because slowly new customers will join)
When will get bad and day time ... then after few months they will decide to fix so they will give dates
The dates may pass and then after few months new dates etc
I personal dont see nothing happening for for many months so make your decisions
One other idea if you will stay ring retentions and tell them till they will fix it to get permanent discount because this connection is only worth it for just browsing/surfing and even this at off peak times
Edited by deleted (Wed 16-Jan-13 01:07:21)
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I would have switched already, but as I recently moved I am still in contract with vm and also there is no fibre in my area and my exchange is not in the roll out plans as yet. If I can get out of contract bt can offer me between a 4mb and 7mb line which I think would be more stable than the sorry excuse of a connection I have currently
Did you get a letter with regard to a price increase on 1st February? If so then you have 30 days from the date of the letter to notify them of cancellation. The letter I received just had December 2012 on it so until end of Jan for me.
I too had to leave VM - over 6 months of issues and constant fault references given to me with dates that came and went. Over utilisation, again and again.
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What?
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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yeah I answered one of the 100 or so calls from retentions (since I gave notice), I said given that I am now paying for a much more useable broadband service elsewhere and that VM is effectively just a backup to me in its current state I will pay £5 month inclusive of line rental etc. I dont care if they dropped it to eg. 2mbit/sec. Take it or leave it, just to see how desperate they are. The answer was no.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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What? You actually read it? I gave up on it after a couple of sentences.
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How many times have you changed ISPs and are vever satisfied?
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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Edited by deleted (Sat 19-Jan-13 09:41:10)
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ASBOdog seems very knowledgeable about VM but I wish I could understand what he writes. How do I change channels as he suggests?
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ASBOdog seems very knowledgeable about VM but I wish I could understand what he writes. How do I change channels as he suggests?
Reboot your Superhub and hope.
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Reboot your Superhub and hope.
Repeat until bored if it's anything like my area. There are two upstreams that I've seen but rebooting to change rarely works for me. I suppose it is supposed to select upstream based on load but I'm far from convinced it actually does.Roll on upstream bonding.
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There is a difference between getting the best deal and whinging like a spoiled brat when you can't get what you want.
I have never changed gas or electric supplier as the cost is ok for me and the speed of my gas supply is more than adequate for my download needs. Been with O2 for mobile for years as I get discount with their broadband.
And it's you're not your.
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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Can anyone beat my graph??
Network team at virgin are still saying the utilisation is not high enough to do anything about and the utilisation should be hardly noticeable.
http://www.thinkbroadband.com/ping/share/994132fb8a3...
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Can anyone beat my graph??
Oh, I'm sure somebody can  but they certainly wouldn't want to.
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in my experience.
on the vmng300 it can be done without waiting by manipulating the signal during connection.
on the superhub the only success I had is turning the device off overnight and then when back on the next morning hope, I have never seen it change when turning it on and off instantly also the method that used to work with resseting to default settings doesnt seem to work anymore either.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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Can anyone beat my graph??
I'll see yours and raise you: http://www.thinkbroadband.com/ping/share/7bae271090d...
Admittedly this is north Bristol, that was two months ago and they've done some juggling, sorry re-segmentation since, so now it is usable again at peak times (unless it's a Sunday, when the local infrastructure really starts to creak).
Network team at virgin are still saying ... the utilisation should be hardly noticeable.
I'm guessing with 20% packet loss it is pretty noticeable? Like pages failing to load, downloads failing to complete, streaming services being unusable and the service generally being horrible.
Push them hard, quote the stats you're seeing, explain what it's like trying to use the service. These types of problems are not uncommon, they'll deal with customers from around the country experiencing similar every day.
In our case it wasn't difficult getting them to concede, but then we did have a fault code. One call to retentions and we had an offer to break our 3 month old contract - though that may have had more to do with us being heavy users on a cheap broadband-only contract (i.e. not profitable for them) - or accept compensation.
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Can anyone beat my graph??
I'll see yours and raise you: http://www.thinkbroadband.com/ping/share/7bae271090d...
Though I'm not fan of the animated smileys found on many forums, that graph would justify use of the vomiting smiley. It has lots of pretty colours, though the connection that must have been unusable for much of the day.
If that was the best Virgin could offer you, escaping from the contract was a merciful end to your non-service.
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We're still with VM. This is a student house so we'll be off in June, and at a push at BT line might have synced at 4.5mb (no FTTC until the end of this quarter). So we didn't really have any option but to stay with VM, accept the compensation and be thankful for mobile internet and tethering.
In the end we got lucky and our connection saw an improvement during the first round of fixes in November, 2.5 months after the problem first became apparent. But as more rounds of re-segmentation have been completed, it's starting to feel as if the extra capacity they added hasn't been enough.
I'd care more if VM weren't so stupidly cheap. They really don't charge enough to be able to invest in their infrastructure and provide a consistent service, turn a reasonable profit and reduce their levels of debt.
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That's nice looking graph! I didn't think they could get any worse than mine looks. I get exactly the same things as you do from network.........it should hardly be noticeable. I would like to see them say that if they had this connect at home!
Edited by deleted (Tue 22-Jan-13 16:39:18)
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today VM appeared to have done a resegmentation as well as add DS channels (now 8) and bonding US channels on my connection.
The graph so far looks clean and massively less utilised but I only have had it running a few hours.
A good sign is that I didnt keep my old ip.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Edited by Chrysalis (Tue 22-Jan-13 17:59:54)
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Well, today we had an additional upstream channel added. At least it made a difference so I can actually view web pages now.........but still no good for games.
http://www.thinkbroadband.com/ping/share/994132fb8a3...
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yeah I had a much more pronounced effect then that.
http://www.thinkbroadband.com/ping/share/1cd2c56b4e2...
and last night before the change.
http://www.thinkbroadband.com/ping/share/88397f3a673...
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Edited by Chrysalis (Tue 22-Jan-13 23:45:42)
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Wow, I wish my ping times were that good............back on the phone to them tomorrow as I presume the counter for t3 timeouts shouldn't be 130 in the last few hours lol
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A neighbours connection looks like its gone down today. so I guess he is getting the same upgrade now.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Edited by Chrysalis (Wed 23-Jan-13 13:44:24)
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mine was bad from the day I got installed. so not in my case.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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It always seem to be fine for the first 28 days until you are out of cancellation period and then bam. That's going to be coincidence. There is now way that VM can make new users run OK on a congested segment - everybody gets a share of the joy. That said it can go from pretty good to abysmal in a very short time - that's the problem with offering unlimited on skimpy pipes- at some point somebody will decide to actually use their maximum allowed bandwidth for a considerable part of the day.
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because (a) I wanted to give it a chance and (b) the connection I was leaving wasnt great either, there was no FTTC then, just a long adsl line which had noise issues.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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yeah, the new situation might improve things a bit tho.
going from 10mbit upload for 1 user on a 18mbit pipe to 12mbit upload for 1 user on a 36 mbit pipe. Also ben on CF has posted there is still no plans to increase the bottom 2 tiers to 10:1 upload speeds again.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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Are they bonding at least 2 upstreams everywhere then? That should certainly help. Keeping the upstream at 5% for the bottom 2 tiers makes some sense too although a single top tier user seeding torrents all day through a VPN will still degrade their area to some extent and the policy may just force torrent freaks onto the top tier as it really isn't all that much more expensive.
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I believe they are it seems to be a requirement for the 120/12 product, but thats just what I think, no hard info on it.
Whether or not everyone also gets node splits and 8 DS channels no idea tho. I have had a few people tell me they got 120/12 on less DS channels and didnt appear to have a node split.
I used the connection last night, now able to get full speed on speedtests no problem at all, not even a flinch, netflix works ok on it although the throughput on netflix is about 1/4 of what I get on BT so much longer to buffer, youtube remains broken. But in general with youtube aside the connection is decent again.
http://www.thinkbroadband.com/ping/share/0ae11538223...
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Edited by Chrysalis (Thu 24-Jan-13 10:44:34)
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Call me cynical if you like but I wonder if your network overhaul has anything to do with the fact that you are expecting FTTC in the not too distant future. My own congestion issues got fixed a few months before the new FTTC cabs started appearing in this area.
FWIW I have 5 DS and 1 U/S although there is a second U/S channel which I very rarely get instead of the one I'm usually on.
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I have wondered if I simply got moved to another segment rather than my existing one getting upgraded. Obviously is a coincidence its happened during my 30 day notice period so questions may be asked.
As it turns out my neighbour, all that happened to him was 120/12 been activated but still 1 US and 5 DS.
Noone has actually told me an upgrade has happened, I just assumed that to be the case. But the CEO office did say a major upgrade was in the works end of jan which is why I made the assumption.
However tonight congestion is back on the tbb graph, still way better but the clean graph didnt last 2 days.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Edited by Chrysalis (Thu 24-Jan-13 18:46:48)
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I have wondered if I simply got moved to another segment rather than my existing one getting upgraded. Obviously is a coincidence its happened during my 30 day notice period so questions may be asked.
Everyone in your local area would've gone with you so nothing personal to you. Existing segment would've been upgraded by being shared between less customers, quite possible a node split and bonding were introduced simultaneously especially if the bonding needed extra upstream ports be made available.
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ok check the graph now, the last link was live. its gone to complete pot outages and a constant stream of packetloss, which was there even before the loss got bigger as well as what looks like higher utilisation again.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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Maybe your local torrent fiend had a storage outage?
EDIT: Nice SNR fault you have there. Could even be a problem with CMTS backhaul going by the changing baseline latency.
Edited by deleted (Fri 25-Jan-13 16:20:38)
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This all sounds very familiar to me. My connection was ok UNTIL last Saturday and now is [censored] and the main thing I notice is that even though the Speed Test shows my download as 10mb it still does not allow me to use Skype and will not connect properly. I set up Twitter page at @VirginMediaHell
Is anyone else aware why I should have problems using Skype (only since Saturday when connection speeds went down to 1 yes 1mb and then fluctuated ?.
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This all sounds very familiar to me. My connection was ok UNTIL last Saturday and now is [censored] and the main thing I notice is that even though the Speed Test shows my download as 10mb it still does not allow me to use Skype and will not connect properly. I set up Twitter page at @VirginMediaHell
Is anyone else aware why I should have problems using Skype (only since Saturday when connection speeds went down to 1 yes 1mb and then fluctuated ?.
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I wont be getting this investigated cancellation will go through sometime next week.
But there is a weird noise coming form the power unit of the superhub, the spare is also faulty, there should be a 2nd spare somewhere but I cant be bothered to look for it, after the last power cycle the packet loss is gone, speedtests are high again but the tbb graph looks significantly worser utilisation than 2 days ago.
I will do some more power cycles since the US channels now seem to rotate very easily after each power cycle (or T3 timeout) to see if one particular US channel is causing the issue. There is 3 US channels in the pool and 458 seems to always be picked whilst the other 2 rotate (274 and 358).
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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But there is a weird noise coming form the power unit of the superhub, the spare is also faulty That's a very common complaint about the Superhub PSU. I think they eventually started supplying replacement PSUs instead of the complete hub+psu as they used to and that nob on cableforum (Masque and later Pete_) insisted wasn't ever going to happen as it was cheaper to only stock a single inventory line. Given I place a value on the Superhub including PSU as less than £5 it's just possible he was right though...
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Repeated above.
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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I think one of the channels is broken, the 358 channel.
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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and now ok again on the same 2 US channels 358 and 458.
either they fixed or its not the channel (still using dodgy psu).
BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
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I was doing search of Twitter and found this very recent Twitter page and wonder if VM run it https://twitter.com/virginspeedtest And no its isnt mine !.
Kia
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Same as post below.
Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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