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Boffin
Ian_H
Posts: 473
Registered: ‎16-04-2010

Re: Ridiculously slow broadband and very poor customer service

[ Edited ]

Hello Everyone,

 

 

 

                     Thank to everyone for posting your concerns with the speed of your Virgin Media Broadband service. Before we can escalate this further we firstly need you to complete the below steps. Once we are confident that the problem does not sit with the equipment you are using, or the internal set up (that's stuff like your ADSL filters, extension cables and phones), or a potential problem with the physical 3rd party voice line/connection (some areas of the connection are outside of Virgin Media's ability to resolve) we will be happy to escalate this further and hopefully resolve the issue.

 

 

 

We would suggest that you work through this information step by step as outlined below. On completing each section you can try the connection again, although be aware you may not see a result instantly. If you have not noticed a positive change within 24 hours, then move on to the next section; remember though, if you "undo" any changes made in the previous section, complete that section again before moving on its about eliminating all possibilities!

 

 

 

Section 1 - PC/Software Related

 



Before completing the below please see the minimum PC/Apple Mac requirements for Virgin Media broadband. These can be found by  Clicking here

  

 

Once you have confirmed that your PC/Apple Mac meets the minimum requirements please continue to the below questions to establish whether the fault lays with your PC/Apple Mac or possibly with the Virgin Media broadband connection.

1) Is your PC/Apple Mac generally slow? Yes/No

 


If the answer to the above question is YES then we would suggest you go through to our 

 

 Online Chat    so one of our technicians can check the PC basics. A slow PC/Apple Mac can cause an internet connection to appear slow - an internet connection can only perform as fast as a PC/Apple Mac will allow.

 

 

 

 

2) Have you performed a full Spyware and Virus scan on the computer? Yes/No

 


There are many programs available to protect you from Spyware and Viruses. We would suggest that you complete a full system scan on all computers connected to the internet before going any further. If you are using our   PCGuard software : https://my.virginmedia.com/dashboard/start

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Ian
Help & Support forum team


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Brainbox
Luxor
Posts: 156
Registered: ‎05-11-2009

Re: Ridiculously slow broadband and very poor customer service

 


Ian_H wrote:

Hello Everyone,

 

 

 

                     Thank to everyone for posting your concerns with the speed of your Virgin Media Broadband service. Before we can escalate this further we firstly need you to complete the below steps. Once we are confident that the problem does not sit with the equipment you are using, or the internal set up (that's stuff like your ADSL filters, extension cables and phones), or a potential problem with the physical 3rd party voice line/connection (some areas of the connection are outside of Virgin Media's ability to resolve) we will be happy to escalate this further and hopefully resolve the issue


Oh boy! <shakes head in disbelief> :smileysad:

 

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Boffin
Ian_H
Posts: 473
Registered: ‎16-04-2010

Re: Ridiculously slow broadband and very poor customer service

[ Edited ]

 

Hi  Everyone 

 

 this a continuation from  the above post

 

3) Have you deleted your temporary internet files, cookies and history? Yes/No


4) Use the tool msconfig and untick all running programs that start on boot.

For instructions on doing this please use http://support.microsoft.com/kb/310560

Please note, once you have tested the connection with everything from msconfig un-ticked, please follow the steps in the link above to enable all of the programs again.


5) Uninstall any P2P (Peer to Peer) software

Peer to Peer software can slow an internet connection as it can often upload/download or shares files in the "background" so you might not necessarily be aware that many large files are being shared, therefore slowing your whole internet experience. We can suggest that you remove such software, however we can not be held responsible for any lost or damaged files that you have previously shared (should this happen during removal).

For instructions on doing this please use http://support.microsoft.com/kb/314481 (for PC) and http://docs.info.apple.com/article.html?path=SystemImageUtility/10.5/en/c1os10.html (for Apple Mac).

If you experience any problems following the above instructions, if you have any questions or if you would like any further assistance then we would suggest that you use the Online Chat, where one of our technical support agents will be able to explain anything you need to know.


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.

 

 

Section 2 - Hardware

 

1) Number of PCs connected

 

You may be lucky enough to have more than one PC or Mac within your property, however if more than one of them is connected at the same time, the bandwidth has to be shared out between them all - causing things to slow down! For the duration of your testing, we would advise that only one PC or Mac is connected and online. This includes any games console that connects to the web as well (PS3, Xbox, Wii etc).

 


2) Your modem or router

Whenever possible, try the connection using the Speedtouch 330 modem that may have been supplied to you in the 'Virgin Broadband Starter Kit', this is because the modem saves the hassle of disabling your wireless connection and plugging/unplugging ethernet cables.

If you are unable to use a Speedtouch 330 modem, and connect via a wireless router instead, please ensure that either the wireless network is security enabled or that the wireless signal is disabled altogether. If you need any help with this, either consult the manufacturer, or contact us using our Online Chat.


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.

Section 3 - Internal Setup

 

1. Swap the ADSL filter attached to the modem/router.

2. Remove anything you have connected to any phone socket in the house (phones, sky TV, fax machines etc).

3. Remove any extension cables that may be between the modem/router and phone socket.

4. If there is any electrical equipment near your modem/router, turn it off - remember

5. Plug your modem/router into the BT Test Socket, if you don't have one, don't worry, just use the Main Socket this is normally the first socket that your telephone line will meet when it comes into your home.

If you need some help identifying the test socket, click here

 

IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.

Section 4 - Testing the speed

 

Firstly, here is a little indication on what BT, and ourselves, consider acceptable speeds for the different packages you may be on;

100kps or more - acceptable on 512kbps products

200kbs or more - acceptable on 1Mb products

400kbs or more - acceptable on 2Mb, 4Mb & 8Mb products

 

 

 

For ADSL1 / Ipstream customers

 

There are many independent speedtest websites out there, however we will need you to perform your speedtests using the website http://speedtester.bt.com/. The website will ask you for your telephone number, you will need to ensure that this number is the line that you have Virgin Media Broadband on (including area code). Shortly, it will then ask you for your 'username', don't worry, this is just your Virgin username (the one with '@adsl.virgin.net' on the end of it). A speedtest will then be performed on your line, make a note of the results for future reference.

 

You will need to perform at least 6 of these tests at different times of the day (morning, afternoon and evening) so that we can see if there is any pattern to the test results. If you have any problems performing these tests, come back to our Online Chat and we can help.

 

 

 

For ADSL2 -SMPF / LLU Customers

 

There are many different sites that you can visit to carry out these speedtests, a popular site is www.broadbandspeedchecker.co.uk. You will need to perform at least 6 of these tests at different times of the day (morning, afternoon and evening) so that we can see if there is any pattern to the test results. Please ensure that you keep a record of your upstream and downstream results. If you have any problems performing these tests, come back to our Online Chat and we can help.

 

.If you do not know if you are on ADSL1 or ADSL 2 Connection Either contact Online Chat or our Technical Support Team on 0845 454 2222 option 3

 

IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.

 

Section 5 - What now?

 

If you need any further assistance please contact us again, visit the following address: http://www.virgin.net/helpme, or try our new Virgin Media Remote Assistance and online support here.


For technical support, help and advice on older Windows and Macintosh Operating Systems please use our online resource at http://www.virgin.net/helpme.


Many Thanks

 

 


Ian
Help & Support forum team


If someone's helped you out say thanks by clicking on the Kudos Star. If someone's solved your problem, why not mark their message as a Helpful Answer? You can also help other users find useful posts by Tagging them with keywords.

If you are new to the forum, please remember to search the forum before posting your question. Please don't send private messages directly to the forum team unless they ask you to, post your issue to the forum first.
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