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Zantid
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Network Congestion | Area 20

Hey,

The last 20 days has been pretty rediculous during Peak Time. (7pm onwards). Right now we, as a family, aren't very happy with how we've been treated by Virgin Media.

For the entire last month we have had nothing but terrible Ping from 7pm onwards, it will be perfectly fine and then it's almost like a switch has been pulled and 7pm onwards we're getting Pings into the 2000ms range just to reach www.google.co.uk

Today is a relatively good day, but over the last hour I've taken the following:

C:\Windows\system32>ping bbc.co.uk

Pinging bbc.co.uk [212.58.244.23] with 32 bytes of data:
Reply from 212.58.244.23: bytes=32 time=884ms TTL=53
Reply from 212.58.244.23: bytes=32 time=504ms TTL=53
Reply from 212.58.244.23: bytes=32 time=773ms TTL=53
Reply from 212.58.244.23: bytes=32 time=843ms TTL=53

Ping statistics for 212.58.244.23:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 504ms, Maximum = 884ms, Average = 751ms

C:\Windows\system32>ping bbc.co.uk

Pinging bbc.co.uk [212.58.244.23] with 32 bytes of data:
Reply from 212.58.244.23: bytes=32 time=321ms TTL=53
Reply from 212.58.244.23: bytes=32 time=368ms TTL=53
Reply from 212.58.244.23: bytes=32 time=557ms TTL=53
Reply from 212.58.244.23: bytes=32 time=1022ms TTL=53

Ping statistics for 212.58.244.23:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 321ms, Maximum = 1022ms, Average = 567ms

C:\Windows\system32>ping bbc.co.uk

Pinging bbc.co.uk [212.58.244.23] with 32 bytes of data:
Reply from 212.58.244.23: bytes=32 time=737ms TTL=53
Reply from 212.58.244.23: bytes=32 time=498ms TTL=53
Reply from 212.58.244.23: bytes=32 time=538ms TTL=53
Reply from 212.58.244.23: bytes=32 time=237ms TTL=53

 

We have been told it's a congestion related issue on the network. Understandable, lots of people use it in the evening. What's not understandable is why we've been offered an upgrade from 50mbs to 70mbs on a network that will never reach that because of this issue. What's not understandable is that the only reason we were given any form of compensation is because I rang up to complain, not because virgin media said "we know evenings have been bad" but because I had to get frustrated with your service enough to call up, sit on hold for 10 minutes and then finally complain about the issue to an extremely short Staff member who simple said "Congestion Issue" without any further information, or explination until I prodded him into explaining what that meant. He told me we'd get money off our bill, he never told me how much. I asked him whether this would be back dated from when the issues started to occur, and was informed it would only be since I reported the issue. I asked him when the issue was first reviewed on his system and he told me early November. If you knew about it since early november, how come I'm only getting compensation since the moment I complained?

We are suffering with a lack of the basic service we paid for, at the times we're most likely to use it, because of your poor network planning and lines that cannot take what you need them to take.

I asked when this was going to be resolved, and I was told the 8th March 2017. 4 Months.

I will have to put up with the service for the next almost half a year because you've been unable to plan adequately. The worst thing is, it was completely fine until about a month ago never had any complaints. We'd sometimes get capped due to bandwidth use, but we understood that, we're a fairly large family. But this is something else.

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DavidJWalker
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Re: Network Congestion | Area 20

bandwidth usage can effect up to nomal fast speed 200mb but its still a over utilisation (Have a look through this forum.). Too many people wanting to use too much bandwidth at peak times. VM take a long time to upgrade their infrastructure. Over a year isn't uncommon.

Using VIVID 350 Optical Fibre, Player TV, Talk Weekends



Just another VM user trying to help out so my answers may be wrong.
If you do like my answer please mark it as helpful; it may help others
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Zantid
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Re: Network Congestion | Area 20

The fact that a regular user of the forum states that "over a year isn't uncommon" to fix basic networking issues doesn't lend much promise or hope to improvement of the service we pay for. To state that as fact, as if it's okay, for a company to lock you into a 12 Month contract with a 'but we'll fix it in a year' clause is actually quite wrong.

It might be time I start discussing other broadband provider options with the family if that's the case.

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