Virgin Dec-16 Forum Dashboard
Report generated on 12/21/2016 6:12:00 AM
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Queries This Month
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Baseline = Q1 2014
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Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| Virgin | Connectivity | 13 | 92 | 22.0% | 17.6% | 4.4% |
| Virgin | Provisioning | 3 | 9 | 5.1% | 1.7% | 3.4% |
| Virgin | Apps | 3 | 14 | 5.1% | 2.7% | 2.4% |
| Virgin | Browsing | 3 | 16 | 5.1% | 3.1% | 2.0% |
| Virgin | On Demand | 3 | 17 | 5.1% | 3.3% | 1.8% |
Top queries received yesterday
| Date | Category | Reason | Sub Reason | Subject | Question | URL |
|---|---|---|---|---|---|---|
| 2016-07-09 | Broadband / Fibre | Connectivity | Intermittent | Broadband dropping out | Hi all, For the past few months I've been having regular broadband dropouts, and has only been an issue since having another problem addressed with picture and sound. We were having constant pixelated picture and fractured sound, which was identified as d ownstream power level issues. Having had some form of regulator / booster (?) fitted by the engineer, this has been improved (now just a slight freezing), however I now get regular dropouts of the broadband signal. Downstream / Upstream logs as below, though the Network Log clears every time the SH resets and currently reports nothing: Downstream: DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 Frequency (Hz) 267000000 Hz 275000000 Hz 283000000 Hz 291000000 Hz 299000000 Hz 307000000 Hz 315000000 Hz 323000000 Hz Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked Channel ID 61 62 63 64 65 66 67 68 Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 Interleave Depth I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 Power Level (dBmV) 9.5 dBmV 8.7 dBmV 8.1 dBmV 7.4 dBmV 8.2 dBmV 8.2 dBmV 7.2 dBmV 6.6 dBmV RxMER (dB) 42.5 dB 42.5 dB 41.9 dB 41.4 dB 41.1 dB 40.3 dB 39.4 dB 38.5 dB Upstream: US-1 US-2 US-3 US-4 Channel Type 2.0 2.0 N/A N/A Channel ID 4 5 N/A N/A Frequency (Hz) 37600000 Hz 31000000 Hz N/A N/A Ranging Status Success Success N/A N/A Modulation QAM64 QAM64 N/A N/A Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A Mini-Slot Size 128 128 N/A N/A Power Level (dBmV) 39.5 dBmV 38.5 dBmV N/A N/A T1 Timeouts 0 0 N/A N/A T2 Timeouts 0 0 N/A N/A T3 Timeouts 797 797 N/A N/A T4 Timeouts 64 64 N/A N/A Thanks in advance Chris | View |
| 2016-07-09 | Broadband / Fibre | Connectivity | Intermittent | Very poor connection /dropping out [ Edited ] | Upgraded to superhub a while back as connection wasn't great and we got a speed upgrade to 200mb. Still been having problems on and off and so set up a monitor yesterday as it's been really bad for the last 24 hours. http://www.thinkbroadband.com/ping/share/83f384a1b 74dfca07db10a04e7a63343-09-07-2016.html | View |
| 2016-07-09 | Landline | Connectivity | No Dialtone | phone not working says line cord error | checked our phone that is ok | View |
| 2016-07-09 | Account & Billing | Provisioning | Installation | Preparing your box for installati on | Second day and still broken. Tivo still saying 'Please wait… We're preparing your box for installation'. | View |
| 2016-07-09 | Broadband / Fibre | Apps | TV Anywhere | DEVICE NOT REGISTERED TV ANYWHERE | Me and my wife are trying to get on our ipads for tv any where and it keeps saying to register and when we try to do it,it comes up with this device is all ready registered but still wont let you watch it. so we deleted it now it says we have to wait till next month to make changes. DO NOT UNDERSTAND! | View |
| 2016-07-09 | Broadband / Fibre | Apps | TV Anywhere | TV ANYWHERE device limit reached | AFTER 3 WEEKS, I CAN WATCH TV. TVA NOW WORKS ON FIREFOX , BUT STILL UNSERVICEABLE ON EDGE. OH WELL, WE CAN'T EXPECT TOO MUCH. STILL WAITING FOR 3 WEEKS REFUND AND ANY AMOUNT THAT VM THINKS IS SUITABLE FOR THE FRUSTRATION AND TIME ON THE PHONE.......... VM......... COMMENTS PLEASE. | View |
| 2016-07-09 | Broadband / Fibre | Browsing | Can't Access | Cannot access website: https://wi zzair.com | Hi there, for two weeks I'm not able to access to Wizz Air website. On mobile data is everything fine, but for some reason doesn't work on Virgin router. I did tracert Tracing route to www.wizzair.com [216.146.46.10] over a maximum of 30 hops: 1 4 ms 6 ms 3 ms routerlogin.net [192.168.0.1] 2 11 ms 11 ms 11 ms 10.165.96.1 3 14 ms 11 ms 10 ms croy-core-2b-xe-012-0.network.virginmedia.net [8 1.96.226.93] 4 * * * Request timed out. 5 20 ms 17 ms 14 ms nrth-ic-1-ae1-0.network.virginmedia.net [62.254. 42.218] 6 17 ms 21 ms 18 ms m674-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.162 ] 7 18 ms 18 ms 17 ms ae-11.r24.londen12.uk.bb.gin.ntt.net [195.66.224 .138] 8 116 ms 111 ms 113 ms ae-5.r24.nycmny01.us.bb.gin.ntt.net [129.250.2.1 8] 9 113 ms 113 ms 113 ms ae-1.r25.nycmny01.us.bb.gin.ntt.net [129.250.3.2 07] 10 111 ms 120 ms 112 ms ae-9.r22.asbnva02.us.bb.gin.ntt.net [129.250.2.1 49] 11 111 ms 113 ms 117 ms ae-1.r05.asbnva02.us.bb.gin.ntt.net [129.250.2.2 0] 12 115 ms 113 ms 117 ms xe-0-3-0-14.r05.asbnva02.us.ce.gin.ntt.net [168. 143.97.146] 13 114 ms 114 ms 113 ms redirector1.dynect.net [216.146.46.10] Trace complete. I tried reset router to factory default, but doesn't help either. Any ideas? Thank you | View |
| 2016-07-09 | Broadband / Fibre | Browsing | Freezing | Vevo - Freezing on TV | Started trying to use Vevo. Registered an account on iPad, activated device. Created playlist on iPad. Saw the playlist on TV, pressed PLAY One Moment........ 15 Minutes Reboot One Moment..... STILL NOT ON after 20 mins This is a joke!!! | View |
| 2016-07-09 | Broadband / Fibre | Browsing | Freezing | Pixelation and freezing | we are experiencing irregular pixelation and freezing of all channels that we watch, left the box completely off and unplugged the other day which cleared it for an hour or so... The pixelation stops the sound and picture and so annoying, could some one have a look? | View |
| 2016-07-09 | TV | On Demand | Netflix | Tivo Netflix 25% | Dear all Netflix via Tivo application hangs at 25%, sometimes get 20 seconds of picture, sometimes get sound and no picture. After a long wait the error message "Your device may not be connected to the Internet. Please make sure your connection is working and try again". At the bottom of the screen is the text tvp-811. If I select more details at this point and then "check your network" all four Netflix servers and internet connection receive 4 green ticks. I am able to navigate around the netflix menus fine. Any help gratefully received, oh and yes - hardware re-booted twice now. Thanks Davd | View |
| 2016-07-09 | TV | On Demand | Not Available | BBC iplayer | Whenever I have to watch anything on BBC iplayer via Tivo it is just terrible. Constantly stopping and starting and buffering. It is beyond rubbish. Anyone else have that problem? | View |
| 2016-07-09 | TV | On Demand | Movies | HD movies on demand | Had this as standard until now. Coincidental with the 'Sky Cinema' rebranding, I no longer seem to be able to access HD movies on demand. It's not that I never had it and still don't -- I had it and it's gone. Can anyone clarify? | View |
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What's Going Up
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What's Going Down
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Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been asked at http://community.virginmedia.com
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk