VMEDIA Statement on Recent Outages

[zepperdude]

I would like to see an official statement from George, Leshka or someone on the recent outages we have been having to our Television service. I have stood by Vmedia, argued with my wife that it will get better, but with the last outage this morning I fear I am fighting a losing battle. Please let us know if we can expect these type of outages in the future or have measures been taken to correct the issues. With outages happening at 4:00am in the morning and no Tech Support until 10:00am, we need some sort of assurances from the Top.

[troymclurr]

Yeah 2 years of this crap . I'm done. Cancelling today. This is not a real service. It about as reliable as the old FTa days except I wasn't paying a monthly fee for that!

[leshka]

A core router froze up at 151 Front. Tech was disptched immediately because it was not reacting power reboot. Router replaced. Including travel time it took about 3 hours.

[leshka]

timeing wise it was between 4 and 7 am

[wearysky]

Unfortunately, the worst possible time since I needed to login to work at 5:45 this morning. By the time it was back up, it was already too late :/

[leshka]

I will discuss with management board about proactively applying 1 day credit to all customers for a series of outages we've had past few weeks.

[leshka]

engineer disclosure below: 04:28 – got a call form support stating that monitoring service reported a number of services on alert 04:30 – got a message from NOC manager that uplink is down - started looking if our upstream providers are up - around 04:00 first management module on tor2-sw4 failed, standby module did not execute config correctly - portions of config were not loaded 05:00 – rebooted entire switch, it didn’t boot properly… could no longer access switch remotely 05:20 – got a hold of another Network Engineer and had him pickup necessary equipment at our office and go to 151 07:00 – arrived at 151 Front St., started troubleshooting - second module loaded entire config but BGP session did not up - first module had to be pulled out for the second module to boot up properly 07:10 – services were fully restored Took failed module with us for further testing.

[troymclurr]

Honestly don't care anymore, this service has been inconsistent at best for 2 years! I have NEVER been able to watch an entire hockey game without some sort of freezing or clipping or something goin wrong. Shut the damn thing down until you can get a RELIABLE service that works all the time. Sorry but I could care less what the technical issues are, I don't care what Rogers or Bell or whoever is doing to you or if its raining or snowing or someone pulled the wrong plug out of the wall. I want a service that works when I turn it on EVERY time, I don't think thats too much to ask and if you can't deliver that then don't take ppls money!

[leshka]

I understand your frustration and as I mentioned above we will initiate a credit procedure process. I don;t want to point fingers, but every network or ISP or TV provide experience issues from time to time. You can look at http://canadianoutages.com/status/rogers/map/ for example. Again, I am not saying it to make it sound like there is an excuse for it. We are trying our best

[MSo]

Thanks for the update at least.......would appreciate if you can push that credit procedure process through and if it can be communicated customer wide, rather than just through the forums if it happens.

[Skyhigh]

Funny I have had tv services since Tuesday and yeah this morning it wasn't working go figure. At least it been consistent with the internet slowing to a crawl at night and now tv I have not been a happy camper this month with there services I went out and got the tv service because they said the internet issue was fixed and that only lasted about a week. Anyway I'm about ready to pull the pin myself because I'm tired of being told to open a ticket up , troubleshoot with support , calling and posting here having the wife and kids bitch at me how slow things are night

[Mapleleafguy]

Is this region specific? I have been with the service (in Barrhaven, a suburb of Ottawa) for only a week now. I have the 60/10mpbs service and the throughput is generally in the 52 to 56 mark. HD tv has been solid so far. I watched the entire #GOLEAFS game on Sportsnet last night and I was impressed with how decent the quality was. Troy - I would probably do the same as you if I was in your shoes.

[TMLVCLAK]

Honestly don't care anymore, this service has been inconsistent at best for 2 years! I have NEVER been able to watch an entire hockey game without some sort of freezing or clipping or something goin wrong. Shut the damn thing down until you can get a RELIABLE service that works all the time. Sorry but I could care less what the technical issues are, I don't care what Rogers or Bell or whoever is doing to you or if its raining or snowing or someone pulled the wrong plug out of the wall. I want a service that works when I turn it on EVERY time, I don't think thats too much to ask and if you can't deliver that then don't take ppls money!

This is a new company, and they need time. It is hard for a small company to offer decent service as the lines are all owned by bell and rogers. People join VMedia to save a bit of money, and get great service. Service with VMedia is great about 95% of the time, and the rest of the time it can be spotty. I don't expect anything less out of them, and neither should anyone else. If you need reliable service these days, you need to pay for it. So suck it up.

Is this region specific? I have been with the service (in Barrhaven, a suburb of Ottawa) for only a week now. I have the 60/10mpbs service and the throughput is generally in the 52 to 56 mark. HD tv has been solid so far. I watched the entire #GOLEAFS game on Sportsnet last night and I was impressed with how decent the quality was. Troy - I would probably do the same as you if I was in your shoes.

It depends on a lot. I have noticed most of the issues on this forum is region specific. I am in Richmond Hill, and I rarely have issues. Speeds drop during peak hours, but that's really it. If you aren't experiencing issues now, you should be fine.

[zepperdude]

Mapleleafguy - I am in Barrhaven and have been experiencing these outages. It all depends on when you watch TV - I start between 4 and 5 am - so I see if it is our early. Perhaps you only watch in the evening?

Is this region specific? I have been with the service (in Barrhaven, a suburb of Ottawa) for only a week now. I have the 60/10mpbs service and the throughput is generally in the 52 to 56 mark. HD tv has been solid so far. I watched the entire #GOLEAFS game on Sportsnet last night and I was impressed with how decent the quality was. Troy - I would probably do the same as you if I was in your shoes.

[Mapleleafguy]

Mapleleafguy - I am in Barrhaven and have been experiencing these outages. It all depends on when you watch TV - I start between 4 and 5 am - so I see if it is our early. Perhaps you only watch in the evening?

It's strange that you said that - as I had an issue this morning too. From about 6:30 to 7:00am i could get zero TV.... it was almost as though the VBOX (after hard and soft resets) could not connect to the TV service.