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Making Waves
zamarra
Posts: 2
Registered: ‎25-01-2012

Virgin Broadband speeds insanely slow in the evenings (London SE9)

 

Why are my broadband speeds so insanely slow in the evenings?  It's so slow that I can't even stream YouTube videos without them being continuously interrupted so that it takes 10 minutes to stream a 2 minute clip.  I'm supposed to be on the (L) package.

 

Is anybody else very disappointed with the evening speeds?

 

 

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Superuser
paultechy
Posts: 8,704
Registered: ‎08-06-2010

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

to check the connection: 

 

Inside the modem are various web pages that contain useful information about your connection. When reporting a connection fault it may be useful to include some of the information found within these pages. To view them open up your web browser and type 192.168.100.1 into the address bar and press Enter.

The main information the Support team are interested in are the Downstream Power Level/Levels, Upstream Power Level and Downstream SNR (called RxMER on some modems). Depending on the model of modem you have this information will either be located in the ‘Signal’ page or the ‘Downstream’ and ‘Upstream’ pages.

Please note some modems will require you to log in before you can view these pages. The login details for both the username and password is root.

Virgin Media Hub
Our new Hub has this information in a slightly different place. You'll need to go to this link http://192.168.0.1 and use the username: admin and the default password: changeme. Then click on the 'Connection' link that's part of the 'Maintenance' section for the information you'll need.

Virgin Media Superhub
Our new Superhub has this information in a slightly different place. You'll need to go to this link http://192.168.0.1 (or to 192.168.100.1 for a Superhub operating in Modem Mode) and use the username: admin and the default password: changeme. Click on the ‘Advanced Settings’ link (in red beneath the three settings/status options), then click on the ‘Connection’ link on the left.

 

how are you connecting via wired or wireless connection??

 

can you take a look at - Speed Problems? Read this checklist first. - Help & Support Forum and post results, can you do the following on a wired connection

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Specialist
John_T
Posts: 396
Registered: ‎16-12-2011

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

Hi zamarra

 

The UBR which handles your connection is currently suffering from very high utilisation, particularly at peak times. This has been raised to our network teams under reference F001869148. Work to resolve this issue is currently scheduled to take place on Feb 2012 (although this may be subject to change).



We're very sorry for the inconvenience this has caused.



Regards,



John T


Regards,
John T
Help & Support Forum Team


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Fresh as a Daisy
JezDevoted
Posts: 1
Registered: ‎08-02-2012

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

i can also confirm this is effecting the Bexleyheath area (DA7) and has been for the past 2 days

 

its very slow in the evening and back to normal by the morning

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Making Waves
ClaudioR
Posts: 4
Registered: ‎08-02-2012

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

Same here in north London NW5. Is it possible when it will be sorted ...it is rather annoying, i can't watch anything streaming online...not to mention downloading.

 

Funny thing I have receive the letter from Branson that they will double up my speed for free...

 

Is it possible when this problem will be sorted?

 

Thanks

Claudio

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Making Waves
ClaudioR
Posts: 4
Registered: ‎08-02-2012

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

I am sorry for the mess above. My laptop touchpad is not behaving, but I trust the meaning is clear.
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Emerging Talent
fletch26
Posts: 28
Registered: ‎11-02-2012

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

[ Edited ]

Mine too is extremely slow at almost all times of the day, especially on YouTube.  Again it can take 5 minutes to load a 2 minute clip.  Postcode is TW1.

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel331000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Channel
Lock StatusLockedModulationQAM256
Channel ID2Symbol Rate5360537
Downstream Frequency331000000 HzDownstream Power23.7 dBmV
SNR42.0 dBmV  

Upstream Channel
Lock StatusLockedModulationQPSK
Channel ID2Symbol Rate2560 Ksym/sec
Upstream Frequency22200000 HzUpstream Power39.5 dBmV

Primary Downstream Service Flow
Downstream(0)
SFID29954
Max Traffic Rate10240000 bps
Max Traffic Burst3044 bytes
Mix Traffic Rate0 bps

Primary Upstream Service Flow
Upstream(0)
SFID29953
Max Traffic Rate1072000 bps
Max Traffic Burst8160 bytes
Mix Traffic Rate0 bps
Max Concatenated Burst8160 bytes
Scheduling TypeBest Effort

Current System Time:Sat Feb 11 01:02:30 2012
 
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Superuser
paultechy
Posts: 8,704
Registered: ‎08-06-2010

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

@fletch26 

i notice that your downstream power is showing way too high is this should around -3dbmv to about +6dbmv. this would need to be looked at by a service tech from virgin 2 ways to complete this:

 

1. wait for a forum admin to respond 5+ days average wait, if you do want a forum admin to arrange service tech for you, can you include what timeslot/days would be more suitable for you:

 

Monday to Friday(8-12pm, 12-4pm, 4-7pm)

Saturday   (8-12pm, 12-4pm)


2. call up virgin media via 150 or 0845 454 1111 and advise them of the high downstream power on your modem config page.. they are open 24/7, if you do call up virgin media and a service tech is arranged for you, can you post here.

 

 

hope this helps

paultechy.

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Wizard
Mike_Brad
Posts: 368
Registered: ‎26-01-2012

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

Hi fletch26

 

Have you tried the advice given in the last post that would be the best thing to do ?


Michael Bradley
Help & Support Forum Team


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The Sorcerer’s Apprentice
peterdclem
Posts: 30
Registered: ‎30-12-2010

Re: Virgin Broadband speeds insanely slow in the evenings (London SE9)

Yep, had next to no service (~50% packet loss) for the whole of Feb 2012 (DA7 area). Getting really annoyed with being fobbed off all the time.

"There's no problem at all."

"Switch your Wi-Fi channel to 13." (I kid you not.)

"There's work going on on your line between yesterday and tomorrow."

"Try again tomorrow."

"It'll be another week."

"They're moving you to another server but that takes 14 days."

14 days, are you having a laugh? No other ISP (other than one I could name with two letters) could offer worse service.

I'd far rather receive some honesty and competence. Tell me it'll be messed up for the whole of Feb, give me a refund and apologise. It's called managing expectations and VM need to learn that that leads to customer retention.

What's really annoying is that my parents (about 5 houses away) have no problems at all, seems it's just us poor 10meg customers who suffer. 

Why is it an Internet message board gives me better answers then hours and hours (literally) calling non-geographical numbers?

I actually received a phone call today telling me that the problem has finally been fixed today. Totally lie, it's worse than ever. Also received a very poorly timed letter informing me that the cost of my service is going up. DON'T DOUBLE MY SPEED THEN! It's unfortunate that VM can take for granted us unfortunate souls who live light years from the nearest exchange. 

I've been guaranteed tonight that if I try again tomorrow it'll all be sorted. If it's not then I'm going to have to bite the bullet and switch to ADSL. :smileysad:
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