Virginmedia 10mbit problems

[Zaim]

Ok, so had slow speed issue's with virgin since we (my bro) joined them again (2 years now). the problem is utilisation which is why we left in the first place, had to rejoin as adsl was too slow,they can't do anything as the load isn't high enough for them to escalate it. here's the thread I posted a while back on there forums:

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/td-p/41806

all you get is lame excuses.

most of the time the speeds are below 2mbit.

what would you do if you had this issue? adsl not an option, would only get 1.5mbit max connection speed, throughput would be lower.

Thanks

[k3vst3r]

You probably live in area where the node has been oversubscribed, is it worst during peak times? when everyone in your neighbourhood is hammering it.
I don't have any problems, but am on top package 50mbps which skips the traffic throttling tactics.
Sure you ain't just been speed throttled? certain times on virgin between 3pm an midnight if you go over certain usage they dial your speeds down.

[Zaim]

You probably live in area where the node has been oversubscribed, is it worst during peak times? when everyone in your neighbourhood is hammering it.
I don't have any problems, but am on top package 50mbps which skips the traffic throttling tactics.
Sure you ain't just been speed throttled? certain times on virgin between 3pm an midnight if you go over certain usage they dial your speeds down.

Ye its proper bad at peek times, and its not traffic management its very high load on the ubr. 50mbit would be fine as your on DOCsis 3 a lot more bandwidth etc.

[k3vst3r]

Ye its proper bad at peek times, and its not traffic management its very high load on the ubr. 50mbit would be fine as your on DOCsis 3 a lot more bandwidth etc.

Yeah sounds like they oversubscribed your node then.

[Sniperdude]

Ok, so had slow speed issue's with virgin since we (my bro) joined them again (2 years now). the problem is utilisation which is why we left in the first place, had to rejoin as adsl was too slow,they can't do anything as the load isn't high enough for them to escalate it. here's the thread I posted a while back on there forums:

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/td-p/41806

all you get is lame excuses.

most of the time the speeds are below 2mbit.

what would you do if you had this issue? adsl not an option, would only get 1.5mbit max connection speed, throughput would be lower.

Thanks


tell them you are not happy with 2nd lines support you have recived and you would like that manager of second line Liverpool to contact you on your home phone number

his name is Kam and he a OK dude (well it was in march)

I had 3 months of downtime with virgin and made over 100 calls to them
trying to get it sorted in the end I posted on the newsgroup that I wanted the manager of second line support to contact me and he did after that things started to happen and he was ringing me every few days till they sorted it

[Bigian88]

If your willing to take this to a PM, id be more than happy to help where i can mate (I work for Virgin Media).

I have to be careful what i post online due to T&C's of the job

[Sniperdude]

if second line wont help you basically knackered TBH

they're the highest level of support after them its networks :(

I added a supporting post

maybe other users will. aye maybe the whole of the uk forums would posts is support
lol that would be a fine sight 10000 posts telling them to fix your line

[Zaim]

tell them you are not happy with 2nd lines support you have recived and you would like that manager of second line Liverpool to contact you on your home phone number

his name is Kam and he a OK dude (well it was in march)

I had 3 months of downtime with virgin and made over 100 calls to them
trying to get it sorted in the end I posted on the newsgroup that I wanted the manager of second line support to contact me and he did after that things started to happen and he was ringing me every few days till they sorted it

Thanks for your reply. thing is the newsgroups were much better, they actually tried to get it sorted and they did for a month.

@Bigian88 i'll pm you know mate.

[Sniperdude]

same guys posting on the forums as the newsgroup but i know what you mean the newsgroups were miles better

[Mr. Pineapple]

VM 10mb will always be slow no doubts about it.

As they can't do nothing about it to many people rip it at peak times, upgrade to the 20mb you will see a difference ;)

I'm on 50mb and I love it, my speeds never drop and never slow down tho a little bit costly I pay £50 a month for my internet alone.

Like here is a speed test I just done.

http://www.speedtest.net/result/916509849.png

[Zaim]

VM 10mb will always be slow no doubts about it.

As they can't do nothing about it to many people rip it at peak times, upgrade to the 20mb you will see a difference ;)

I'm on 50mb and I love it, my speeds never drop and never slow down tho a little bit costly I pay £50 a month for my internet alone.

Like here is a speed test I just done.

http://www.speedtest.net/result/916509849.png

Thing is though m8. if you read through that vm forum loads of ppl on 20mbit are having problems, for my bro to upgrade to 20mbit its £35pm (£25pm atm) and 50mbit is £47 and can't afford that atm.

[Mr. Pineapple]

Thing is though m8. if you read through that vm forum loads of ppl on 20mbit are having problems, for my bro to upgrade to 20mbit its £35pm (£25pm atm) and 50mbit is £47 and can't afford that atm.

When I had the 20mb in before the 50 came out it was fine, I've had not really any problems apart from when they upgraded my street and it knocked me off for a few days.

My mate is on 20 and he has had no problems with it, it could be that we live in Ireland only thing that annoys him about the 20mb is the caps as he is always downloading.

[Sniperdude]

Thing is though m8. if you read through that vm forum loads of ppl on 20mbit are having problems, for my bro to upgrade to 20mbit its £35pm (£25pm atm) and 50mbit is £47 and can't afford that atm.


its not mate your prices are way out your bro is getting robbed


50Mb is £27 a month if you have a virgin phone and £38 without
20Mb is 20 a month if you have a virgin phone and £30 without
10Mb is £12.50 a month if you have a virgin phone and £20 without


virgin media are really shady when it comes to prices you could be paying prices from 3 years ago
and they could have dropped by half for new customers but virgin will carry on to charge you the old prices unless you do something about it


if your being overcharged like this ring 150 and choose the option I am thinking of leaving mon-fri 8am to 8pm
and say oi why are new customers getting a better deal than me its bang out of order or something to that effect :lol:
you best sort it out before I change ISP


there is an activation free and install fee for 50Mb (just another way for them to skin you some more haha
you didn't really think the free router and dongle was free did you haha )
you can sometimes get them to wave one of them.



to get these better deals DO NOT ring customer service you have to go via am thinking of leaving you to customer relations/retentions
and it will be a proper English call centre

[Zaim]

its not mate your prices are way out your bro is getting robbed


50Mb is £27 a month if you have a virgin phone and £38 without

20Mb is 20 a month if you have a virgin phone and £30 without

10Mb is £12.50 a month if you have a virgin phone and £20 without


virgin media are really shady when it comes to prices

you could be paying prices from 3 years ago and they could have dropped by half for new customers but virgin will carry on to charge you the old prices unless you do something about it


if your being overcharged like this ring 150 and choose the option I am thinking of leaving mon-fri 8am to 8pm

and say oi why are new customers getting a better deal than me its bang out of order or something to that effect :lol: you best sort it out before I change ISP


there is an activation free and install fee for 50Mb (just another way for them to skin you some more haha you didn't really think the free router and dongle was free did you haha ) you can sometimes get them to wave one of them.



to get these better deals DO NOT ring customer service you have to go via am thinking of leaving you to customer relations/retentions

Thanks for your reply. but my bro has phoned up many many times and those price's i've said are what we've been quoted as the best. when my brother said why are the prices cheaper online they said its not for you only new customers. basically they don't give a rats *** about existing customers.

[Sniperdude]

mate I will put money on it that I am right as i do it on every price change


bet he rings customer service. thats not the right place


I pay about £48 for broadband 50Mb TV small and Xl phone with international calls an mobile discount addons

[Zaim]

mate I will put money on it that I am right as i do it on every price change


bet he rings customer service. thats not the right place


I pay about £48 for broadband 50Mb TV small and Xl phone with international calls an mobile discount addons

He rang Customer relations/retentions about 6 times since the price change, and they won't do anything. lol the funny bit is when my bro said i'll have to leave as first your ripping me off and i'm getting poor speeds, the guy said ok you can leave.

[Sniperdude]

never fails for me mate like I said am paying what new customers are paying.



they tried to charge a friend £100 to move a modem last month shes said ok am leaving they said ok she said well cut me off now then

next day guy arrived moved the modem for free

[k3vst3r]

He rang Customer relations/retentions about 6 times since the price change, and they won't do anything. lol the funny bit is when my bro said i'll have to leave as first your ripping me off and i'm getting poor speeds, the guy said ok you can leave.

Best to terminate if you have served your 12 months...then re-sub then your a NEW customer :p, i just moved house, so am been treated as new customer again free install, free activation for 50 mbps, first two months are £15 only for 50mbps + phone line bargain :thumb:

[Zaim]

never fails for me mate like I said am paying what new customers are paying.



they tried to charge a friend £100 to move a modem last month shes said ok am leaving they said ok she said well cut me off now then

next day guy arrived moved the modem for free

hmm, if we leave we can't rejoin for 3 months, so no broadband, would move to sky for those 3 months but that means 12 month contract + £10pm extra

i guess i can ask him to phone up again. frustrating

[Sniperdude]

hmm, if we leave we can't rejoin for 3 months, so no broadband, would move to sky for those 3 months but that means 12 month contract + £10pm

i guess i can ask him to phone up again. frustrating


tell him to be on the defensive for the start

Hello virgin media

I would like to speak to your manager right away please
as am sick of paying more than new customers am I not a valued customer to virgin ?

chance are he/she with try and sort it sooner than give you to the manager


if not you want the manager

[Zaim]

tell him to be on the defensive for the start

Hello virgin media

I would like to speak to your manager right away please
as am sick of paying more than new customers am I not a valued customer to virgin ?

chance are he/she with try and sort it sooner than give you to the manager


if not you want the manager

thanks, will do :thumb:

[Sniperdude]

you could also say

and my friends are not new customers but they are paying the rates that new customers are
why should they get a better deal

[KarlHungus]

When i had crap speeds with virgin i called them on several occassions and had an engineer out twice who said there was nothing wrong with my line. I still had crap speeds and ping on mp games was always over 50. Few more phonecalls and i got through to someone who actually helped me, they looked into it for me and i had a phonecall back 3 weeks later and a full 12 month partial 50% refund and an engineer actually fixed the line.

My lines been good ever since. You just need to stick to your guns on the phone and don't let them fob you off.

[Zaim]

Check out the latest

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/m-p/114069/highlight/false#M23668

[k3vst3r]

Check out the latest

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/m-p/114069/highlight/false#M23668

I see their saying your node isn't overloaded.

[Zaim]

Here's a update, just upgraded to 20mbit at first it was between 14-19 then steady at 18mbit, thought ok thats fine. but then this happened:

http://www.speedtest.net/result/948066857.png

i've posted on vm forums to hear what they have to say to this now

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/m-p/130256#M27891

[k3vst3r]

Here's a update, just upgraded to 20mbit at first it was between 14-19 then steady at 18mbit, thought ok thats fine. but then this happened:

http://www.speedtest.net/result/948066857.png

i've posted on vm forums to hear what they have to say to this now

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/10Mbit-running-at-0-5mbit-How-nice/m-p/130256#M27891

So speed dropped from normal to this when exactly? after 3pm?

[Sniperdude]

try london server mate manchesters is plop

virgin will always blame the speedtest so the best way to get a speedtest
is to download something of the newsgroups, this way you are downloading direct from virgin servers and they can't blame anyone other than there own network.

post up screen shots of your modem config upstream and downstream from
192.168.100.1 and trace route to google.co.uk and bbc.co.uk (dont put www in front of it)

open a command line CMD from the runbox or search

then
tracert google.co.uk

all hops should be under 50ms with no stars (stars = packet loss)

then the same to the bbc

[Bigian88]

haha SKY broadband must be pants then as ive just done trhat and got 6 stars!

[Sniperdude]

losing packets isnt good

thought you was virginmedia customer as you work for them

[k3vst3r]

virgin tend to recommend the bbmax speedtest :thumb:

http://www.speedtest.bbmax.co.uk/

[Zaim]

I upgraded just before 3pm. it was fine for 10mins then it dropped to a whopping 0.5mbit, i tried loads of speed test sites and downloaded many files from virginmedia game files, microsoft etc all were slow once the speeds dropped.

[Sniperdude]

did they advise you upgrade to 20mb because this is a bit strange
because the 10 and 20mb service are basically the same its only the 50 that differs

[Nadeem]

Hi Guys, I'm Zaim's bro and the account holder for VM. Basically I called VM c/s to cancel our line, explained to the lady my reason etc, she suggested an upgrade to 20mbit then monitor the speeds.

Was £25 - 10mbit
Now £29 - 20mbit

Discount offer no contract therefore can change my mind next month.

Oh well I have signed up to Sky's 40mbit trial on the Hooton exchange for next year ;-).

Cheers

[tystar]

Not read through all the posts properly but have u tried a different modem? Coiler had similiar issues ended up with a new modem all sorted.

Just a thought thats all.

[Sniperdude]

Hi Guys, I'm Zaim's bro and the account holder for VM. Basically I called VM c/s to cancel our line, explained to the lady my reason etc, she suggested an upgrade to 20mbit then monitor the speeds.

Was £25 - 10mbit
Now £29 - 20mbit

Discount offer no contract therefore can change my mind next month.

Oh well I have signed up to Sky's 40mbit trial on the Hooton exchange for next year ;-).

Cheers

customer service or customer relations ? I get 50mb for less than you get
20Mb

do you have a phone line with them ? if you do you are basically being robbed

when you compare it to what a new customer pays i personally always pay the same as new customers.
ring them back ask choose you are thinking of leaving and you would like a manager to ring you back
dont allow them to talk you out of talking the the manager unless they give you 50Mb for £27 a month as a new customer does

[Zaim]

Not read through all the posts properly but have u tried a different modem? Coiler had similiar issues ended up with a new modem all sorted.

Just a thought thats all.

Hi mate, lol i dont think its that as it's been replaced 4 times within 2 years. our fibre line was replaced a few years back and didnt solve this issue back then.

they need to sort out the utilization problems, no point in testing 100mbit+ if the lower tiers are suffering.

[marsey99]

they cant charge top dolla if you not on the top packages tho mate :|

i think they are robbing you too tbh, 2 years back i was getting the top phone top tv (bar sports/movies) and 10mb (was the 2nd fastest at the time) and i only paid £34.50 a month. i was on a 3 for 30 deal when i signed up then i just kept telling them i wanted to cancel as i could get a better deal from sky/bt and they gave me more. that was just before 50mb came out and my mate was paying more at the time for 20mb on its own.

[Nadeem]

customer service or customer relations ? I get 50mb for less than you get
20Mb

do you have a phone line with them ? if you do you are basically being robbed

when you compare it to what a new customer pays i personally always pay the same as new customers.
ring them back ask choose you are thinking of leaving and you would like a manager to ring you back
dont allow them to talk you out of talking the the manager unless they give you 50Mb for £27 a month as a new customer does

I went through cancellations "are you thinking of leaving" option. The lady I spoke to said best we can offer is £29 normal price for existing customers £37. I agreed to £29 as a test with no contract and to call back should this have no affect. Even with the 20mb now I'm only receiving 1.1mb verified via various speed tests and multiple file downloads. This proves the problem is not with our equipment but a UBR utilisation the whole of my area is VM as we're over 4.7km from out nearest BT exchange...

Giving this another few days then will call the cancellations dept see what the managers have to say.

Cheers...

[k3vst3r]

what's it like late at night like 1am onwards?

[Zaim]

what's it like late at night like 1am onwards?

It was fine at 2am onwards mate, but during the whole day its rubbish.

[k3vst3r]

Must be your node oversubscribed too many users, works like big massive lan, if everyone hammers their connections takes away from others, only way getting on another channel is 50mbps docsis 3, since 10mbps an 20mbps run off docsis 2.0. Bets on the docsis 2.0 part of the node been heavy oversubscribed with docsis 3.0 having fewer subscribers.

[Zaim]

Im on docsis 1.1, ye its too many users on the ubr

[Sniperdude]

I went through cancellations "are you thinking of leaving" option. The lady I spoke to said best we can offer is £29 normal price for existing customers £37. I agreed to £29 as a test with no contract and to call back should this have no affect. Even with the 20mb now I'm only receiving 1.1mb verified via various speed tests and multiple file downloads. This proves the problem is not with our equipment but a UBR utilisation the whole of my area is VM as we're over 4.7km from out nearest BT exchange...

Giving this another few days then will call the cancellations dept see what the managers have to say.

Cheers...

never paid 37 for 50mb myself why should a loyal customer pay more than a new customer


I pay £27 mate i didn't have to pay the install cost but did have to pay the activation £20 i got a free N router and a free N dongle

if they really dont want to play ball leave then rejoin from the website
and get the 50Mb

but to be honest i think they owe you one and you should have 50Mb for the price of 20Mb £20 for new customers

[Bigian88]

problem resolved - let me know if you have any more problems mate

[Zaim]

problem resolved - let me know if you have any more problems mate

ye finally, Thanks, will do:p

now for the 2 year refund or free upgrade to 50mbit:knock:

Edit: i think my ubr is high: :D

http://www.speedtest.net/result/951720868.png

http://www.speedtest.net/result/951722279.png

[Sniperdude]

whats happened then ? u on 50Mb

[Bigian88]

hehe dont complain mate, better results then you thought :)

glad i could help out



-edit-

try a localised server for better results - the manchester one is a bit inconsistant alot of the time

[Sniperdude]

hehe dont complain mate, better results then you thought :)

glad i could help out



-edit-

try a localised server for better results - the manchester one is a bit inconsistant alot of the time


yeah the manchester one is poop i find London is the best for me on 50Mb

[Bigian88]

now run TCP Optimizer (http://www.speedguide.net/downloads.php) to make it that little bit faster :)

[Zaim]

now run TCP Optimizer (http://www.speedguide.net/downloads.php) to make it that little bit faster :)

:D

@sniperdude nope i'm on 20mbit, but i should have got the 50mbit at the same price i was paying for the 2 years of rubbish service, Bigian88 can you help with that? :thumb:

[Sniperdude]

what was the problem then ?

[Zaim]

what was the problem then ?

well i'm not sure, when the engineer phoned up he was told its not a utilization issue, on virginmedia forums they say it is a utilization problem. after the engineer replaced the modem it's been rock solid 20mbit, he said he'll sort out the issue via contacting his supervisor.

on the virginmedia forums they say it's reached a level in which they can escalate the issue, it could be that is what they did when the speeds went normal.

[Bigian88]

:D

@sniperdude nope i'm on 20mbit, but i should have got the 50mbit at the same price i was paying for the 2 years of rubbish service, Bigian88 can you help with that? :thumb:


Fraid not mate, not my department and its a long shot to ask that from them mate

[Sniperdude]

I would ask them lol

if you have a record on your account of an ongoing problem you should get some sort of refund

in the past i have have credits of over £100 for loss of service but again don't contact customer service

but i doubt you will get 2 years worth of credit from them

[Sniperdude]

virginmedia are sooooo dumb

they just rang me at 8am on the dot waking me up! to tell me a tech is coming round to look at our tv box on Friday when it was me who arranged for the tech yesterday and I already know the time because I picked the fecking thing and the day

[Bigian88]

its a precalling team in dudley mate, they precall customersto "remind" them of the install date to avoid losing the job due to nobody being at home :)

[Sniperdude]

lol they called again at 12 just incase i forgot again lol

its mental i booked the appointment yesterday so i obviously know when its at then they remind call me at 8 and 12 the following day when my appointment isnt due for another few days anyway lol


its an automated system not a real person so i can't tell them to stop ringing

[-VK-]

Interesting thread, my connections been absolutely dire since I've come back from holidays (Had 2 weeks away).

I'm on the 10mb package, because I dont really do all that much downloading...the odd bit of iPlayer here and there and online gaming...but my download speeds have been less than half a meg over the last 3 days instead of the 8-9MB I expect...

I've spoken to India who were helpful (We're sending signals to your modem!!!) but nothing they've done has fixed the problem. The thing is I'm confident it's nothing to do with the hardware as when I tested the speed this morning at 0730 I was getting just under 10 meg....

Oversubscribed node? Any other advice?

[Zaim]

Just when I thought things were getting better:

http://www.speedtest.net/result/969338985.png

http://www.speedtest.net/result/969357170.png

been like that all day :mad:

[Bigian88]

I get inconsistant speeds with sky mate, monitor it for a few days :)

[Zaim]

I get inconsistant speeds with sky mate, monitor it for a few days :)

That maybe true but thats adsl, i shouldn't be getting the speeds i am when i'm on *caugh* cable.

[Bigian88]

The speeds generally drop between 6-9pm anyway do to traffic shaping - if your able to, give it a test after 10pm and see what speeds you have.

Although companies say you can download an unlimited amount, if you reach a limit (i think its around 4-5GB in a short space of time) they will throttle you back for the following 4-5 hours to ensure other people can experience speeds without someone on the network leeching.

[Zaim]

The speeds generally drop between 6-9pm anyway do to traffic shaping - if your able to, give it a test after 10pm and see what speeds you have.

Although companies say you can download an unlimited amount, if you reach a limit (i think its around 4-5GB in a short space of time) they will throttle you back for the following 4-5 hours to ensure other people can experience speeds without someone on the network leeching.

Thing is tho i've downloaded nothing today, its been slow all day, i never download more than the amount for traffic management to kick in i.e 3gb

its been rock solid 20mbit upto today, it looks like it's gone back to "Normal" extremely poor levels again. :(

edit: just noticed this in the modem logs:

Cable Modem Event Log
First Time Last Time Priority Description
Mon Sep 27 18:49:52 2010 Mon Sep 27 18:49:52 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Sep 27 17:32:29 2010 Mon Sep 27 17:32:29 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Sep 27 17:32:29 2010 Mon Sep 27 17:32:29 2010 Information (7) Downstream pulse failed
Mon Sep 27 17:31:52 2010 Mon Sep 27 17:31:52 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Sep 27 17:20:02 2010 Mon Sep 27 17:20:02 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Sep 27 17:20:02 2010 Mon Sep 27 17:20:02 2010 Information (7) Downstream pulse failed

Edit2:

rebooted the modem and its now saying

"Cable Modem Event Log
First Time Last Time Priority Description
Mon Sep 27 19:20:53 2010 Mon Sep 27 19:20:53 2010 Information (7) DCC arrive new
Mon Sep 27 19:20:53 2010 Mon Sep 27 19:20:53 2010 Information (7) Received a UCD message!
Mon Sep 27 19:20:52 2010 Mon Sep 27 19:20:52 2010 Information (7) Locked on the downstream. Waiting for UCDs...
Mon Sep 27 19:20:52 2010 Mon Sep 27 19:20:52 2010 Information (7) Downstream lock ok
Mon Sep 27 19:20:52 2010 Mon Sep 27 19:20:52 2010 Information (7) Received a UCD message!
Mon Sep 27 19:20:52 2010 Mon Sep 27 19:20:52 2010 Information (7) DCC depart old
Mon Sep 27 19:20:52 2010 Mon Sep 27 19:20:52 2010 Information (7) Received DCC-REQ message...
Mon Sep 27 19:20:47 2010 Mon Sep 27 19:20:47 2010 Information (7) The s/w filename specified in the config file is the same as ...
Mon Sep 27 19:20:47 2010 Mon Sep 27 19:20:47 2010 Information (7) A software upgrade filename was specified in the config file."

but i'm getting full speed? something is very wrong.