50M Downstream channels - Page 2

General Maximus · 06-09-2011, 20:32

even though your BB might be up, if the ticket is still live they will still be fixing the fault so keep your fingers crossed

Sephiroth · 06-09-2011, 21:36

I reckon they're frigging around with your CMTS, setting stuff up and yet again putting up the wrong configuration data into the TFTP server. This means that you're misconfigured and only get partial upload speed.

Firmsky · 06-09-2011, 22:03

Thanks to you both for taking the time to answer, thankfully I can handle a flakey connection for the next day or two and hopefully it'll be sorted before I have to complain. I have raised the issue on their main forums, I'll await their response in reply to the incorrect mini slot size.

Firmsky · 07-09-2011, 12:04

The ticket is not live anymore, they're are no known problems with my broadband!

Apart from Mini Slot Size 1 restricting my upload speed!

I just rang the 50meg team as I'm off today and knew I'd get a uk person, they've stated my upload upgrade has obviously ran into problems and I'm obviously not fully upgraded yet.?

I've had the increased speed for 2 months, my configuration pages show 5 meg upload?

Am I being fobbed off?

Here is my VM forum page in case you wanted to look at modem stats

http://community.virginmedia.com/t5/...t/false#M73266

Update

I've just rung again as I knew I had been fobbed off and spoke with Ste in the Liverpool office 50meg team, he had never heard of the mini slot size problem but was very good and researched the relevant posts on the VM forum and found all the info I had told him which was posted by Seph. He then spoke to 2nd line support who confirmed my UBR is currently going through a lot of maintenance which does explain the 3 to 4 DS channels etc but this work is stated to finish tomorrow 8/9/11 which he hopes will mean the mini slot is picked up as it's obviously a known issue to VM engineers by now. If not I've got to ring back in or let my post in the VM forums to be picked up. Ste was a credit to VM and helped with my call rather than offer BS and fob the problem off. It's a shame VM has a select few who are useless in CS, really does lose VM customers and they need to realise this. BT infinity is in my area from Jan 2012 and once it is the next time I get treated badly by VM if the money is right with BT I'll be off.

General Maximus · 07-09-2011, 14:35

yeah, that os the shame with VM, I think service quality and reliability with regards to line speed and uptime as a whole is great (talking about BB) but as soon as you have to ring them up about something it all goes down the pan.

Your power levels look fine btw

Firmsky · 08-09-2011, 16:22

Quote:

Originally Posted by General Maximus

yeah, that os the shame with VM, I think service quality and reliability with regards to line speed and uptime as a whole is great (talking about BB) but as soon as you have to ring them up about something it all goes down the pan.

Your power levels look fine btw

Thanks for confirming my power levels, from my own knowledge I thought they were well within spec.

Well I can confirm my broadband is still showing as ok according to my service status page, I have nothing in my modem log to show any work has taken place and my mini slot size is still 1 meaning my upload is still slower than normal. Hopefully this work will be completed by tomorrow morning as I was quoted today for the fix.

Firmsky · 09-09-2011, 08:52

Another night has passed and still on mini slot size 1, I hope the CS rep wasn't BS me!

General Maximus · 09-09-2011, 09:36

probably

Firmsky · 09-09-2011, 10:14

Quote:

Originally Posted by General Maximus

probably

That's what I am starting to think, I really can't do with phoning their CS again in the hope that I get through to someone who actually knows what they're doing. I hate having to go through the same story again and again! Or do I just leave my post in the forum to be answered? I know Seph's was sorted by the forums.

Peter_ · 09-09-2011, 10:53

Quote:

Originally Posted by General Maximus

probably

Do not paint everyone with the same brush.

Firmsky · 09-09-2011, 11:12

Quote:

Originally Posted by Masque

Do not paint everyone with the same brush.

Masque if your in today could you check IP1 for any maintenance work please? I appreciate not all CS are the same, but it is frustrating with it being so hit and miss and having to repeat the story again and again.

Host cpc1-ipsw1-2-0-cust98.7-4.cable.virginmedia.com

Many thanks for your help regardless.

Peter_ · 09-09-2011, 11:17

Quote:

Originally Posted by Firmsky

Masque if your in today could you check IP1 for any maintenance work please? I appreciate not all CS are the same, but it is frustrating with it being so hit and miss and having to repeat the story again and again.

Host cpc1-ipsw1-2-0-cust98.7-4.cable.virginmedia.com

Many thanks for your help regardless.

It is my rest day today, I offer my help freely on here and I do find sweeping statements annoying, we are technical support agents not customer service agents as they are two very different jobs to say the least.

We do not have the relevant tools to check via your host name, only the likes of Nopanic have that access.

Firmsky · 09-09-2011, 11:21

Quote:

Originally Posted by Masque

It is my rest day today, I offer my help freely on here and I do find sweeping statements annoying, we are technical support agents not customer service agents as they are two very different jobs to say the least.

We do not have the relevant tools to check via your host name, only the likes of Nopanic have that access.

I can appreciate it to be annoying and I hope my comments haven't annoyed you in any way, I for one appreciate the time you and your colleagues invest in this forum in your own time.

Sephiroth · 09-09-2011, 11:27

On the VM forum, once it's picked up by a tech, it does get sorted, as you've observed.

The underlying cause of misconfiguration hasn't been rectified and I find that disturbing knowing some of the control procedures in force at Virgin media.

Firmsky · 09-09-2011, 11:29

Quote:

Originally Posted by Sephiroth

On the VM forum, once it's picked up by a tech, it does get sorted, as you've observed.

The underlying cause of misconfiguration hasn't been rectified and I find that disturbing knowing some of the control procedures in force at Virgin media.

Thanks for confirming Seph, I'll await further instruction from the Tech's on the VM forum.