Menu
Reply
Joining in
  • 9
  • 0
  • 0
Registered: ‎20-10-2016
Message 1 of 20 (233 Views)

200mb not even close, engineers no help at all

Beyond sick of this, got the 200mb gamer package for no traffic management and at £50 it's steep but I don't care as long as it works. Guess what? It rarely does yet virgin keep taking £50 off me! Had engineers out multiple times, changed everything on our side the problem still exists, keep getting excuses off them oh it'll drop sometimes.

Sometimes? When I'm on Reddit and it can't even load a jpeg on a 200mb connection there's something wrong, speed tests with no devices on the network are anything from 4mb to 90mb completely all over the place all the time and very rarely anywhere near what is advertised that I'm paying for!

Anyone else had something similar to this? As I'm getting nowhere with virgin other than a circle jerk of them sending engineers who fob me off saying there's nothing wrong on my end and they don't know what to do
Reply
0 Kudos
Superuser
  • 9.07K
  • 605
  • 1.72K
Registered: ‎20-09-2011
Message 2 of 20 (224 Views)

Re: 200mb not even close, engineers no help at all

start with the basics - wired or wireless - always test wired - you mention 90meg is that the maximum if it is wired or do you get 200 sometimes - if 90 is a max then that looks like a lan cable or network card that is restricting you

are the slow speeds 24/7 or just peak times

post the upstream and downstream levels - 192.168.0.1 - dont log in - dont worry about the format if they come out a mess

____________________

Tony
Reply
0 Kudos
Joining in
  • 9
  • 0
  • 0
Registered: ‎20-10-2016
Message 3 of 20 (210 Views)

Re: 200mb not even close, engineers no help at all

I'm quite tech savvy mate so always do a wired test with the password changed so no devices attached, no restrictions at all via cards etc it has been up to 214mb a few times but I'm talking I can count them on one hand in 6 months I was just giving an average. The slow speeds are totally random there's no pattern I've been looking for one wife months with multiple speed tests every day and it's completely random all over the place, Ive showed the engineers the test results and they can't make head nor tail of it at all. I use that link sometimes when you log in to test your line and it gives you a percentage of the test, then tells you if everything is ok or not. It usually says something's wrong and we're trying to fix it for you please restart in ten mins.

I don't know if this actually does anything but it usually sorts things out temporarily 9/10 but that could just be down to a restart not the actual "sorting things out for you" on the backend it claims to be doing.

Downstream at the moment is 67mb wired and it's almost always locked at 20mb upstream as per what's advertised in the package. I spoke to someone at virgin once who said they were doing some tests and that it wasn't achieving a downstream lock (her words not mine) and that was why the speeds were all over. I've since mentioned this to other people on tech support and the engineers and none of them have a clue what she meant by that. Where it actually made sense to me that was the issue It sounds like she either made it up or other people at virgin are not aware that it exists and that's how they're supposed to give you a 200mb no traffic managed connection
Reply
0 Kudos
Superuser
  • 9.07K
  • 605
  • 1.72K
Registered: ‎20-09-2011
Message 4 of 20 (206 Views)

Re: 200mb not even close, engineers no help at all

that answers some of it - but lets see the upstream and downstream levels - thats the start point


log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status - and post the downstream and upstream figures

 

____________________

Tony
Reply
0 Kudos
Joining in
  • 9
  • 0
  • 0
Registered: ‎20-10-2016
Message 5 of 20 (203 Views)

Re: 200mb not even close, engineers no help at all

At the moment it says downstream 227000000 and upstream 60300000
Reply
0 Kudos
Superuser
  • 9.07K
  • 605
  • 1.72K
Registered: ‎20-09-2011
Message 6 of 20 (197 Views)

Re: 200mb not even close, engineers no help at all

wrong figures - go to 192.168.0.1 if its hub 3 click on - check router status - centre of screen - then click on upstream and downstream at top of page and post figures

if its SH2 then status button is top right

____________________

Tony
Reply
0 Kudos
Joining in
  • 9
  • 0
  • 0
Registered: ‎20-10-2016
Message 7 of 20 (190 Views)

Re: 200mb not even close, engineers no help at all

Ah yes I see that now mate, so much for tech savvy lol no idea what these mean but here they are thanks for trying to help

Upstream

6 60300000 ATDMA 49.5 16 qam 6400000 5120
5 53700000 ATDMA 49.5 16 qam 6400000 5120

Downstream (a lot of these not sure how many you need)

1 227000000 7.5 40.3 256 qam 4
2 323000000 7.5 40.3 256 qam 16
3 315000000 7.6 40.3 256 qam 15
4 307000000 7.9 40.3 256 qam 14
5 299000000 8 40.3 256 qam 13
6 291000000 7.5 40.3 256 qam 12
7 283000000 7.4 40.3 256 qam 11
8 275000000 7.4 40.3 256 qam 10
9 267000000 7.5 40.9 256 qam 9
10 259000000 7.8 40.3 256 qam 8
11 251000000 7.8 40.3 256 qam 7
12 243000000 7.5 40.9 256 qam 6
13 235000000 7.5 40.3 256 qam 5
14 219000000 7.5 40.9 256 qam 3
15 211000000 7.5 40.3 256 qam 2
16 203000000 7.8 40.3 256 qam 1

Reply
0 Kudos
Rising star
  • 725
  • 14
  • 104
Registered: ‎09-12-2014
Message 8 of 20 (181 Views)

Re: 200mb not even close, engineers no help at all

Downstream power levels are a little on the high side and an engineer will most likely be needed to fit a forward path attenuator to lower those for you upstream is a tiny bit on the high side but that should drop if a attenuator is fitted.

Now are your speeds bad ALL OF THE TIME of just during PEAK TIMES 6pm - 12am.

 

Run some speed tests at different times to rule out over utilisation in the area.

Good luck

 

 



DO YOU SUFFER FROM SLOW DOWNLOAD SPEEDS AT PEAK TIMES? CLICK HERE

This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Area 04 Rowley Regis B65 high utilisation fault ticket F004670584  SEE MY ONGOING THREAD HERE

Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 -  Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET

Upgraded to 24 downstream channels completed 25/04/17 - CMTS card upgrades completed 07/04/17 - Upgraded to 20 downstream channels completed 18/10/16 - Upgraded to 16 downstream channels 06/08/16 (From 8) - F004332353 High Utilisation closed on 01/08/16 -  - Fault reference F003508309 ticket was closed in ERROR!!!!!! -


Thanks to BT Fibre Broadband I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

Reply
0 Kudos
Joining in
  • 9
  • 0
  • 0
Registered: ‎20-10-2016
Message 9 of 20 (180 Views)

Re: 200mb not even close, engineers no help at all

It's totally random mate like I said, one minute it's fine next it's horrendous doesn't matter time of day I mean I had it earlier at 11am and had to do a restart etc I've been testing speeds for months like I said different times of day everyday and there's no pattern at all. Like you say after 6pm would make more sense due to more people using in the local area but that's just not the case, so do I just contact virgin again and tell them what you've told me and hope they listen? Will that fix these completely random speeds
Reply
0 Kudos
Rising star
  • 725
  • 14
  • 104
Registered: ‎09-12-2014
Message 10 of 20 (174 Views)

Re: 200mb not even close, engineers no help at all

Having downstream power levels above 6 in my experience DOES make the connection slow and unreliable, I try to keep mine between 3 and 5 using my own attenuators, I also try to keep my upstream power level between 48 and 49 for best results.



DO YOU SUFFER FROM SLOW DOWNLOAD SPEEDS AT PEAK TIMES? CLICK HERE

This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Area 04 Rowley Regis B65 high utilisation fault ticket F004670584  SEE MY ONGOING THREAD HERE

Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 -  Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET

Upgraded to 24 downstream channels completed 25/04/17 - CMTS card upgrades completed 07/04/17 - Upgraded to 20 downstream channels completed 18/10/16 - Upgraded to 16 downstream channels 06/08/16 (From 8) - F004332353 High Utilisation closed on 01/08/16 -  - Fault reference F003508309 ticket was closed in ERROR!!!!!! -


Thanks to BT Fibre Broadband I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

Reply
0 Kudos