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neoanderson
On our wavelength
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Message 1 of 42
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200MB Vivid slow speed

Hi I joined Virgin on Xmas eve, as they couldn't give an earlier installation date, otherwise my number would not Port over. The issue I have is I am getting no where near 200MB. On wireless sitting next to the router I get around 38mb, depending on the time. On the wired I struggle to get 50mb, usually less.

Is this because of over utilisation? As I was promised near enough 200mb. I have tried to complain, and am looking at cancelling, within the 14 days. No one seems to know, or are they hanging out for me to go over the 14 days.

 

Incidentally, my number port was actually requested on Xmas eve, so luckily whoever, at Virgin messed it up, has given me a chance to revert back to my old provider!

 

I'm not expecting a response anytime soon.

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neoanderson
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Message 7 of 42
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Re: 200MB Vivid slow speed

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Joe92
Fibre optic
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Message 23 of 42
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Re: 200MB Vivid slow speed

Oh but billing will continue to do exactly as they always have done - to keep taking the max they can from you...if you say nothing, that's 100% of your bill + twice yearly rises. That's the sickening realisation we're all increasingly getting of the american owners, Liberty Global. One mission: rip off your UK customers.

Now, you can get proper compensation but you need to fully complain to VM Customer Retentions (or by post) and demand that they send you a Deadlock Letter (since they can't help!!) then forward your full complaint to CISAS - also, demand back pay for all historical loss of service (you need your fault codes). After this, consider staying with a much reduced bill or leaving. That's it, unfortunately - Liberty Global ARE NOT funding these fixes! Read this forum - 3 years and counting for many folk!


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neoanderson
On our wavelength
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Message 2 of 42
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Re: 200MB Vivid slow speed

Downstream bonded channels
Channel
Frequency(Hz)
Power
(dBmV)
SNR
(dB)
Modulation
Channel ID
1
235000000
3.2
38.6
256 qam
25
2
243000000
3.4
38.9
256 qam
26
3
251000000
3
38.6
256 qam
27
4
259000000
3.2
37.6
256 qam
28
5
267000000
3.2
37.3
256 qam
29
6
275000000
3
37.6
256 qam
30
7
283000000
3.2
37.6
256 qam
31
8
291000000
3.2
37.6
256 qam
32
9
307000000
3.7
37.6
256 qam
34
10
315000000
3.7
37.3
256 qam
35
11
323000000
4.1
38.6
256 qam
36
12
299000000
3.7
37.3
256 qam
33

Cable Modem Status
Item
Status
Comments
Acquired Downstream Channel(Hz)
235000000
Locked
Ranged Upstream Channel(Hz)
37600000
Locked
Provisioning State
Online

Upstream bonded channels
Channel ID
Frequency(Hz)
Mode
Power
(dBmV)
Modulation
Channel Bandwidth(Hz)
Symbol Rate (ksps)
33
37600000
ATDMA
42.3
16 qam
6400000
5120
35
24400000
ATDMA
42.3
16 qam
6400000
5120

Operational Configuration
General Configuration
Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V0dea97109ea7aa00.cm
Primary Downstream Service Flow
SFID
3483
Max Traffic Rate
230000000
Primary Upstream Service Flow
SFID
5833
Max Traffic Rate
12700000

Network Log
Date And Time
Error Number
Event Description
2016-12-24 15:50:42.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:50:42.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:50:48.00
84020200
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:09.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:09.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:09.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:13.00
84020200
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:18.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-24 15:51:22.00
69010400
SW Upgrade Failed Before Download - Server not Present
2016-12-24 15:51:22.00
69010600
SW upgrade Failed before download -TFTP Max Retry Exceeded
2016-12-24 16:11:08.00
69010200
SW Download INIT - Via Config file
2016-12-24 16:19:50.00
69011200
SW download Successful - Via Config file
2016-12-29 15:05:07.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:07.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:10.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:16.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:17.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:18.00
84000500
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 15:05:18.00
84000700
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-31 21:25:33.00
82000200
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Smogger
Dialled in
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Message 3 of 42
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Re: 200MB Vivid slow speed

You need to wait around 2 years for your speed to be sorted.  Thats what other people have to wait for.  Look around.  Everywhere is littered with the same complaint.  Now its apparently taking mods over week to reply to messages, it used to be 2 days, but such is the volume of complaints.

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neoanderson
On our wavelength
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Message 4 of 42
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Re: 200MB Vivid slow speed

I've just got off the phone from Customer Relations, I was transferred 6 times, usually blind. I have a pending complaint that was put in on the 31 Dec and he said someone will get back to me within 72 hours. it's the 04 Jan. He said he also, dealt with complaints an the way Virgin deal with them is to close them down as soon as it's logged. I was also advised as I'm technically, with 14 days I could cancel my contract. Everyone, I have spoken to have been very contradictory, Although, this was the first department I spoke to in the UK, Sheffield.

I've also had tech support taking over my laptop remotely, adjusted and reset my router, so my speed has increased to 38MB, being on a 200mv Vivid package.

 

Literally, I even spoke to someone with a Canadian/American accents who had to keep putting m on hold to speak with her manager to se how they could charge me to change my Tivo to a V6.

 

I'm not hopeful, with my speed, or the laggy Tivo box that isn't supported as well as the V6. either the channels don't work or it slow.

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pyrotenax
Fibre optic
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Message 5 of 42
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Re: 200MB Vivid slow speed

The lucky few have hardly any problems , but the majority seem to have all the problems



Running ASUS RT-AC88U with Asuswrt-Merlin firmware
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neoanderson
On our wavelength
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Message 6 of 42
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Re: 200MB Vivid slow speed

 

 

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neoanderson
On our wavelength
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Message 7 of 42
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Re: 200MB Vivid slow speed

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neoanderson
On our wavelength
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Message 8 of 42
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Re: 200MB Vivid slow speed

seemsto drop more everydayseemsto drop more everyday

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Moderator
Moderator
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Message 9 of 42
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Re: 200MB Vivid slow speed

Hey neoanderson,

 

Welcome to the community Smiley Happy I'm sorry for the problems you're experiencing with your speeds at the moment. I understand how frustrating this must be for you.

 

I've tested both the hub and network segment from here, neither are reporting any problems at the moment. I can see from the hub there are a number of devices connected, are you able to try a wired connection with the hub in modem mode to test if the speed is any different? I'd like to rule out any issues with your internal network in the first instance, since the network isn't reporting any problems.

 

Let me know how you get on Smiley Happy

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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neoanderson
On our wavelength
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Message 10 of 42
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Re: 200MB Vivid slow speed

I've had your colleague from the tech department take control of my laptop. She ran a few tests, including some settings and tests on the router, via wired connection with the SuperHub 3. She was going to get her manager to call back the next day as she thought there was a problem with the router. Having reset the router etc. She said leave it for 24 hours and if the speed doesn't improve they will replace the Hub. My concern is that I am at the beginning of a 12 month contract, and a drop from 200 to just under 40 isn't acceptable. However, speaking with customer relations they advised they can't deal with my complaint, as apparently, there is already one pending, and even if he did he would open the close it, as I am not a new customer anymore and feel free to cancel as I am within 14days of taking it out.

The Tivo box channels don't work. I have ben advised I need to turn it on and off. Do you know how long it takes for it to come back on! The devices you see connected are mainly mobile phones, a two laptops and a xbox that are not used simultaneously. The Xbox is connected via a wire and sometimes when trying to play a game a red banner appears indicating a slow connection.

I was advised by the sale guy and the people in the shop that Virgin has the best speeds and in a worst case peak time scenario I may see a 10% drop so should always get at least 180 on the speed.

 

 

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