Cable Forum - View Single Post - 50M Think Broadband Ping Monitor Results (POST YOURS)

boroboi · 16-02-2012, 18:20

By obsolete, i meant to say that surely Virgin will be replacing them with units which can support the speeds at all times on all 8 channels.

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On a different note, i received an e-mail off Jon Jones today who is the executive director of the broadband division at Virgin Media.

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Dear *********

Thank you for your email to Neil raising concerns about latency and jitter performance on your 50Mb service. I run our broadband product and Neil has asked me to respond.

Please rest assured that we do take latency and jitter performance seriously, not least given their importance to the gaming community.

The most reliable analysis, in our view, comes from Ofcom which reports on both measures in its bi-annual speed performance report. The latest report, published earlier this month, showed that on average, latency on our 50Mbit/s service (19ms) is better than ADSL (21-36ms) and comparable with BT Infinity (18ms). And similarly on downstream jitter, our 50Mbit/s service (0.25ms) is better than ADSL (0.50-0.80ms) and comparable to BT Infinity (0.30ms).

As a Virgin Company, we are always looking at ways to improve services for our customers; specifically, we are currently working to further improve latency and jitter performance ... both the overall average and for the small minority of customers experiencing significantly belowperformance.

However, your experience is clearly in the latter category and out of line with our national performance .... I am particularly concerned that you have noticed your performance deteriorate over the past few months.

I would like to get one of my team to look into your specific broadband connection, to ensure there is no local congestion or other technical issues. If you could send me your customer account number and postcode, then we can investigate further and arrange a tech visit if necessary.

Thank you again for getting in touch and my apologies that you are experiencing poor service. I hope we can resolve rapidly.

Yours sincerely,

Jon James
Executive Director, Broadband
Virgin Media

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This is probably just a standard response given that he decided to throw the cherry picked ofcom results in there, but i kindly sent him a small portfolio of jittery virgin media customer's think broadband graphs shown alongside some BT infinity customers in a reply.

Nothing will probably get done but.. meh, you have to try i suppose. At least he took the time to respond!

16-02-2012, 18:20	#917
boroboi cf.geek Join Date: Mar 2005 Location: Middlesbrough [TS10] Age: 40 Services: TT Fibre Large 78mbit Posts: 967	Re: Think Broadband Ping Monitor Results (POST YOURS) By obsolete, i meant to say that surely Virgin will be replacing them with units which can support the speeds at all times on all 8 channels. --- On a different note, i received an e-mail off Jon Jones today who is the executive director of the broadband division at Virgin Media. --- Dear ********* Thank you for your email to Neil raising concerns about latency and jitter performance on your 50Mb service. I run our broadband product and Neil has asked me to respond. Please rest assured that we do take latency and jitter performance seriously, not least given their importance to the gaming community. The most reliable analysis, in our view, comes from Ofcom which reports on both measures in its bi-annual speed performance report. The latest report, published earlier this month, showed that on average, latency on our 50Mbit/s service (19ms) is better than ADSL (21-36ms) and comparable with BT Infinity (18ms). And similarly on downstream jitter, our 50Mbit/s service (0.25ms) is better than ADSL (0.50-0.80ms) and comparable to BT Infinity (0.30ms). As a Virgin Company, we are always looking at ways to improve services for our customers; specifically, we are currently working to further improve latency and jitter performance ... both the overall average and for the small minority of customers experiencing significantly belowperformance. However, your experience is clearly in the latter category and out of line with our national performance .... I am particularly concerned that you have noticed your performance deteriorate over the past few months. I would like to get one of my team to look into your specific broadband connection, to ensure there is no local congestion or other technical issues. If you could send me your customer account number and postcode, then we can investigate further and arrange a tech visit if necessary. Thank you again for getting in touch and my apologies that you are experiencing poor service. I hope we can resolve rapidly. Yours sincerely, Jon James Executive Director, Broadband Virgin Media --- This is probably just a standard response given that he decided to throw the cherry picked ofcom results in there, but i kindly sent him a small portfolio of jittery virgin media customer's think broadband graphs shown alongside some BT infinity customers in a reply. Nothing will probably get done but.. meh, you have to try i suppose. At least he took the time to respond!