120M New upstream == pings over 500??!? - Page 2

Kushan · 11-10-2013, 14:45

As I said, I'm only passing on the message from someone who's on the inside and deals with both offshore and onshore. I can't comment myself as I don't deal with VM much myself, I have been somewhat fortunate in that regard.

Sephiroth · 11-10-2013, 15:20

So in what observational capacity is the "someone on the inside" able to compare the two support desks?

Is it that the person knows the training they receive, the knowledge both are required to have and the capability of each side when launched onto the phones? Or what?

Kushan · 11-10-2013, 16:55

They work on outage, so they often get to deal with incorrectly booked jobs, false outages, tech cancellations, etc.

Basically, any time first line makes a mistake, they're usually the ones that get to deal with it. From what they've said, the quality of Swansea has been gradually declining for a while now.

Rexz · 11-10-2013, 18:29

Well I got through to an English fella, so I'm guessing that was Swansea? and he has booked a technician for me on Monday. The customer support was stating that my area was fine and my connection was fine but I think he could possibly see the noise. He said that my area wasn't over utilised either. Guess I will have to put up with this over the weekend:

Kushan · 11-10-2013, 18:57

If he could see noise, he shouldn't really have booked a tech but instead raised it to outage. Oh well, the tech will raise it if necessary.

craigj2k12 · 11-10-2013, 23:33

Quote:

Originally Posted by Rexz

Well I got through to an English fella, so I'm guessing that was Swansea? and he has booked a technician for me on Monday. The customer support was stating that my area was fine and my connection was fine but I think he could possibly see the noise. He said that my area wasn't over utilised either. Guess I will have to put up with this over the weekend:

A few of those reponses are between 7 and 11ms, there is no fault

[/VMresponse]

Rexz · 12-10-2013, 21:28

Ok so I had an answerphone message today saying that a network fault had been identified and that they had canceled my technician booking for monday. They stated to check the virgin media status page but it says that my area broadband is in 'good service'. Do I just wait now until they contact me?

Sephiroth · 12-10-2013, 22:32

On Monday, call the fault in again to a UK agent. That way at least you're trying to drive progress.

Also post what you've said above on the VM forum and ask for the Forum Team to check the situation out.

Kushan · 13-10-2013, 19:49

As I mentioned, noise on the line can't be fixed by a regular tech anyway, so this should have been raised by the agent.

Rexz · 13-10-2013, 20:46

New IP. Looking better.... NOT!

sollp · 13-10-2013, 22:21

Where abouts are you in the country

Sephiroth · 13-10-2013, 22:28

From post #3, I'd say the OP is from Essex, served by Basildon local hub.

sollp · 13-10-2013, 22:31

Quote:

Originally Posted by Sephiroth

From post #3, I'd say the OP is from Essex, served by Basildon local hub.

Ah yes, glad I spotted that as well

Rexz · 13-10-2013, 22:47

Nope I'm in Kent nr. Rochester. I think my local hub is Gillingham?

Sephiroth · 13-10-2013, 23:11

Quote:

Originally Posted by Rexz

Here you go

C:\Program Files (x86)\Microsoft Visual Studio 11.0\VC>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.253.67]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms pfsense.firewall.home [192.168.2.254]
2 367 ms 7 ms 9 ms 10.14.88.1
3 928 ms 9 ms 9 ms basl-core-2b-ae10-722.network.virginmedia.net [81.96.2.233]
4 443 ms 163 ms 11 ms popl-bb-1b-ae11-0.network.virginmedia.net [81.96.0.149]
5 93 ms 13 ms 14 ms nrth-bb-1b-et-010-0.network.virginmedia.net [62.253.175.57]
6 588 ms 12 ms 276 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 13 ms 14 ms 14 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
8 * * * Request timed out.
9 729 ms 425 ms 17 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
10 606 ms 15 ms 480 ms 132.185.255.156
11 22 ms 22 ms 17 ms www-vip.cwwtf.bbc.co.uk [212.58.253.67]

Trace complete.

Gillingham. I can't challenge that!

My mistake - the tracert shows Basildon Core not Basildon CMTS. Should have noticed that. I've checked my records and this is indeed the routing from that part of Kent.