50Mb Service Fault - Virgin admitted it's the kit (How Long To Fix?)

[xxnoelziexx]

Right after a total of 30+ calls 9 site visits, Everything changed modem/cables/cab connectors/Router. Virgin Media 50mb support admitted the fault is with virgin and not at our ends. Finally got notes added to my account which state this too so all I need to do is contact customer service in the morning about loss of service and ongoing connection problems to get money off,

Problems

50Mb speed dips! and up and down inconsistency, current speeds I am getting is 6Mb. All the tweaking in the world will not fix it.
The problem is Virgins Kit and is currently being Investigated by the networks team.

Very Important Note

This is not effecting everyone my next door neighbour has the 50Mb and is getting constant full speeds all the time we connect at the same cab.
Bottom line is the kit is crap and they have rolled out far to quickly. For the time being problems look like there here to stay for a long time. If you have a problem contact Virgin they need to hear from their customers that are having issues.

No STM is currently implemented on the 50.
How long to fix will be the big question.

[jcm193]

Originally Posted by xxnoelziexx

Right after a total of 30+ calls 9 site visits, Everything changed modem/cables/cab connectors/Router. Virgin Media 50mb support admitted the fault is with virgin and not at our ends. Finally got notes added to my account which state this too so all I need to do is contact customer service in the morning about loss of service and ongoing connection problems to get money off,

Problems

50Mb speed dips! and up and down inconsistency, current speeds I am getting is 6Mb. All the tweaking in the world will not fix it.
The problem is Virgins Kit and is currently being Investigated by the networks team.

Very Important Note

This is not effecting everyone my next door neighbour has the 50Mb and is getting constant full speeds all the time we connect at the same cab.
Bottom line is the kit is crap and they have rolled out far to quickly. For the time being problems look here to stay for a long time. If you have a problem contact Virgin they need to hear from their customers.

No STM is currently implemented on the 50.
How long to fix will be the big question.

At last some honesty from VM perhaps they should offer all there 50 meg a discount until they resolve these problems

[Peter_]

Originally Posted by jcm193

At last some honesty from VM perhaps they should offer all there 50 meg a discount until they resolve these problems

Why when the majority are working fine.

[jcm193]

Originally Posted by Moldova

Why when the majority are working fine.

Really the majority how many people have posted the exact same problems on here and other forums and what about the possibly countless other people who do not post but may still have issues. VM out of Principal should not be charging full price for a service that is sub standard at this moment in time.

[Peter_]

Originally Posted by jcm193

Really the majority how many people have posted the exact same problems on here and other forums and what about the possibly countless other people who do not post but may still have issues. VM out of Principal should not be charging full price for a service that is sub standard at this moment in time.

What you see on forums is just a small snapshot of a small percentage of customers because if the was a major issue with 50Mb then it would be all over the papers and on the tv news.

I have not seen any such publicity and neither have you so no reason for any reduction in price, you want 50Mb you pay the price.

If you have any issues with your 50Mb connection then you call Tech Support for a resolution and if no resolution can be found you cancel or downgrade your service.

[xxnoelziexx]

Moldova & jcm193 I get both your points. I would pay £50.00 a month for a working 50Mb connection like many others here do so.

They are providing a service and they quote up to 50mb so in theory they don't need to offer us as a thing as even with the problems it still works. Getting discount out of them may be a fight but they do usually break so it is worth a try till problems are fixed every little helps :-)

[Peter_]

Originally Posted by xxnoelziexx

Moldova & jcm193 I get both your points. I would pay £50.00 a month for a working 50Mb connection like many others here do so.

They are providing a service and they quote up to 50mb so in theory they don't need to offer us as a thing as even with the problems it still works. Getting discount out of them may be a fight but they do usually break so it is worth a try till problems are fixed every little helps :-)

If you have an issue ring up and they will have to do something but you are in the minority regards any issues.

That is why the could not be a reduction in price for all as most connections are fine.

[AbyssUnderground]

Originally Posted by xxnoelziexx

They are providing a service and they quote up to 50mb...

Yes but if it doesn't reach an acceptable level you have every right to complain. If you had 50Mbps and your friend had 20Mbps, and he got 20Mbps but you got 10Mbps, you'd soon complain, right?

I believe VM set a required speed of at least 20Mbps on the 50Mbps service for it to be deemed "properly working", at least thats what I've heard around the forum. It would seem unfair for a higher tier service to get less than a lower one and still be deemed "working" when its obviously not up to cue.

[broadbandking]

I would set a level of 40Mb lowest and if it was lower then it would be a fault

[AbyssUnderground]

Originally Posted by broadbandking

I would set a level of 40Mb lowest and if it was lower then it would be a fault

So would I if it were up to me.

[Turkey Machine]

That's a 20% lee-way. Engineers normally allow 5-10%.

[Ignitionnet]

Originally Posted by Turkey Machine

That's a 20% lee-way. Engineers normally allow 5-10%.

Shame it's not an engineering decision.

[Neil1454]

Originally Posted by xxnoelziexx

Right after a total of 30+ calls 9 site visits, Everything changed modem/cables/cab connectors/Router. Virgin Media 50mb support admitted the fault is with virgin and not at our ends. Finally got notes added to my account which state this too so all I need to do is contact customer service in the morning about loss of service and ongoing connection problems to get money off,

Problems

50Mb speed dips! and up and down inconsistency, current speeds I am getting is 6Mb. All the tweaking in the world will not fix it.
The problem is Virgins Kit and is currently being Investigated by the networks team.

Very Important Note

This is not effecting everyone my next door neighbour has the 50Mb and is getting constant full speeds all the time we connect at the same cab.
Bottom line is the kit is crap and they have rolled out far to quickly. For the time being problems look like there here to stay for a long time. If you have a problem contact Virgin they need to hear from their customers that are having issues.

No STM is currently implemented on the 50.
How long to fix will be the big question.

Darn, another identical problem to mine. And I'm not surprised at all that they won't change the hardware.
But the fact they have rolled it out onto kit tha'ts not up to it in some areas is just utter shoddy and they should be shot for it as it causes people like me and you nothing but hassle. I bet it took them all their time to admit it?

I'm at the situation where its obvious its the same problem you have there, but I've not actually been told yet that they won't do anything about it.

---------- Post added at 02:02 ---------- Previous post was at 01:58 ----------

Originally Posted by jcm193

Really the majority how many people have posted the exact same problems on here and other forums and what about the possibly countless other people who do not post but may still have issues. VM out of Principal should not be charging full price for a service that is sub standard at this moment in time.

Absolutly right. I don't think its a majority who are working fine. I think its more the luckier ones that are working fine.

---------- Post added at 02:13 ---------- Previous post was at 02:02 ----------

Originally Posted by Moldova

What you see on forums is just a small snapshot of a small percentage of customers because if the was a major issue with 50Mb then it would be all over the papers and on the tv news.

I have not seen any such publicity and neither have you so no reason for any reduction in price, you want 50Mb you pay the price.

If you have any issues with your 50Mb connection then you call Tech Support for a resolution and if no resolution can be found you cancel or downgrade your service.

All is cool but after 9 weeks of perseverance (in my case) I'd expect they fix it. Never mind downgrading. They have rolled it out so there for it is their responsibility to address issues. Downgrading you is their way of copping out of dealing with the issue. The end result is. They CAN fix it. Its all about money. They like to take it but they hate spending it. Pretty much like allot of businesses. And sorting Cabs or other 'faulty/not up to it' networking kit does not come cheaply.
But they rolled it out so they should god damn fix it. If all else fails email Neil Berkett VM's CEO.

[Velcrohead]

I got 50meg service installed last Saturday.
I have to admit that I am seeing slow downs that others are.
I cannot download faster than 47Mbps on Astraweb or Giganews, but all of a sudden, It will slow to 1meg or less, I cannot browse, check emails.
Then all of a sudden, It's back up and running again.
I have looked at my modem downstream stats and should all the stats be roughly the same for each channel?.
Here they are for downstream

Frequency 299000000 307000000 315000000 N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N
Channel Id 24 25 26 N/A
Modulation 256QAM 256QAM 256QAM N/A
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 N/A
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 N/A
Power Level
(dBmV) 3.58 0.75 0.78 N/A
RxMER
(dB) 37.94 37.36 37.94 N/A
Correctable
Codewords 9 18 12 N/A
Uncorrectable
Codewords 291 278 251 N/A

As I have been out of the cable modem game for a few years I am playing catch up so any info would be great.
Cheers.

[Neil1454]

Originally Posted by Velcrohead

I got 50meg service installed last Saturday.
I have to admit that I am seeing slow downs that others are.
I cannot download faster than 47Mbps on Astraweb or Giganews, but all of a sudden, It will slow to 1meg or less, I cannot browse, check emails.
Then all of a sudden, It's back up and running again.
I have looked at my modem downstream stats and should all the stats be roughly the same for each channel?.
Here they are for downstream

Frequency 299000000 307000000 315000000 N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N
Channel Id 24 25 26 N/A
Modulation 256QAM 256QAM 256QAM N/A
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 N/A
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 N/A
Power Level
(dBmV) 3.58 0.75 0.78 N/A
RxMER
(dB) 37.94 37.36 37.94 N/A
Correctable
Codewords 9 18 12 N/A
Uncorrectable
Codewords 291 278 251 N/A

As I have been out of the cable modem game for a few years I am playing catch up so any info would be great.
Cheers.

Sit back and chillax. Because your in for the long haul of VM going through all the same checks they have done for people with the same identical problem you have. And they will get your hopes up, by the tech telling you hes done this and that. He will speed test it and leave your house.
You will no doubt have the same deflation of happyness that your modem is fixed.... NOT!

Sorry man... but things are broken. The amount of people I've seen with this exact same issue (including myself) is already way beyond a joke.