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Internet dropping out and slower speed
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Old 26-10-2021, 16:01   #16
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Re: Internet dropping out and slower speed

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Originally Posted by General Maximus View Post
In case you are thinking that is a bit too convenient, Spiderplant works for VM so he knows these things You can check your service status and that fault reference by signing into your account or clicking here:

https://my.virginmedia.com/faults/service-status

If you enter your postcode or get it to run a check it will display open tickets and the eta. Sometimes the eta's get bumped back but as long as there is an open ticket you have got the peace of mind they are working on it. If the problems persists when the ticket is closed then you need to ring them up and get someone out to look at it because T4 timeouts are indicative or a shub fault. They can send a tech out with a new shub and while he is there he will also check your power levels and your connection in the street cabinet and make sure everything is working as it should. I know I am jumping the gun but if you do end up needing one you can show him all the stuff we have discussed here regarding the rs errors, one upstream channel, the high upstream power and the T3 and T4 timeouts so he has got a complete picture of what the problem is.
Thanks I remember Spiderplant of old.
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Old 26-10-2021, 19:56   #17
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Re: Internet dropping out and slower speed

The fault ticket is a Performance ticket, basically making sure all the amp levels are correct and as much of the ingress from customers installations are cleared up
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Old 28-10-2021, 08:40   #18
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Re: Internet dropping out and slower speed

Performance as of this morning.
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Old 28-10-2021, 10:01   #19
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Re: Internet dropping out and slower speed

Looks very nice. Has anything changed with regards your numbers of bonded upstream channels and the port rs errors on the downstream?
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Old 29-10-2021, 15:21   #20
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Re: Internet dropping out and slower speed

Still getting errors, but not getting the timeouts.
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Old 30-10-2021, 10:44   #21
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Re: Internet dropping out and slower speed

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Originally Posted by Angua View Post
Still getting errors, but not getting the timeouts.
The Upstream levels still need resolving, that will cause issues
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Old 03-11-2021, 20:08   #22
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Re: Internet dropping out and slower speed

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Still getting errors, but not getting the timeouts.
the ticket spiderplant referenced should be closed by now so if you are still getting those T3 timeouts and/or only locking onto one upstream channel you need to ring tech support and ask for an engineer to come out.

It will be a very stressful call as you will be talking to script monkeys in India. They won't understand all the stuff we have discussed like the post-rs errors. Depending how competent and fluent the agent sounds I would try telling them you have got a tonne of packet loss, frequent disconnects (stretch the truth to make it sound bad) and when you upload stuff it is really really slow and you have done lots of speed tests and you are only getting half speed. You just need to be a bit of a drama queen and say anything you need to to get someone out. They used to try and log into the shub and check the settings. It would be to check wireless channels and things like that but if they do want to log in point them in the direction of the pages we have looked at.
An engineer will understand everything we have discussed here and when he comes out you can log into the shub and show him all the stats and hopefully he can crack on with getting to the bottom of it. I think the first and easiest thing they'll do is give you a new shub and may even upgrade you to the new shub 5.
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Old 04-11-2021, 02:22   #23
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Re: Internet dropping out and slower speed

You should have 4 upstreams and you only have 1, I would post on the VM forums and they will reply in several days and book an engineer on your day of choice after they run diagnostics, this avoids a stressful phone call.
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