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nigelad
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50mbps BB service delivering 2.63Mbps

Hi

I get an occasional test result of around 50Mbps, but most times speedtest gives results of around 7Mbps. At the moment its 2.63Mbps Smiley Sad I have restarted router, and run the test on VM status check page. they say there's nothing wrong!  I have the original SH and am testing on a wired connection. The wi-fi is generally poor too FWIW.

Here are the stats from SH. Thanks for any advice or help.

Nigel 

 

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors

Locked55298750000 HzQAM2567.4 dBmV37.7 dB2410
Locked51266750000 HzQAM2564.5 dBmV35.4 dB2440
Locked52274750000 HzQAM2565.1 dBmV35.9 dB1610
Locked53282750000 HzQAM2565.3 dBmV36.2 dB1390
Locked54290750000 HzQAM2565.8 dBmV37.5 dB1570
Locked56306750000 HzQAM2567.2 dBmV37.6 dB1850
Locked57314750000 HzQAM2566.1 dBmV36.7 dB3830
Locked58322750000 HzQAM2564.5 dBmV35.6 dB82610

 

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked639400000 HzATDMA44.5 dBmV64QAM640000030720 Kbits/sec
Locked732600000 HzATDMA44.5 dBmV64QAM640000030720 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec

 

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Re: 50mbps BB service delivering 2.63Mbps

Hi nigelad

 

Welcome back to the community and thanks for posting.

 

Sorry to read that you're experiencing slow broadband speeds. I know how frustrating this can be.

 

When I checked your connection, there is a high peak time traffic fault in your area that is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F003408362 and with a review date of 27th January.

 

For further updates, by all means post back here nearer the date and we'll gladly check this for you.

Regards

Sam


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nigelad
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Re: 50mbps BB service delivering 2.63Mbps

Hi Sam

Thanks for responding. I'm still experiencing the problem with slow speeds - it is currently 3.24Mbps. It's usually between 5 and10 Mbps every evening, and I'm using a direct Ethernet connection to the hub.

The only time I can log speeds anywhere near the 50Mbps I pay for is during working hours on weekdays.

It feels like there are too many customers in area 21 and not enough bandwidth for peak times Smiley Sad

I'm seriously considering switching providers ATM.

Nigel

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Re: 50mbps BB service delivering 2.63Mbps

Hi nigelad,

 

I know that my colleague Kev has been keeping you updated on the progress of this fault.

He's not in today but I've just checked and fault ref: F003408362 was closed/fixed on 21-03-2016. Checks of your connection show that peak time congestion is no longer a problem, though I'd imagine this is something you're already aware of.

 

Thanks very much for your patience throughout, please don't hesitate to come back to us if you have need of further help at any point.

 

All the best Smiley Happy


Jen
Forum Team



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nigelad
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Re: 50mbps BB service delivering 2.63Mbps

Deja vu......

My problem was resolved last May, [not March as the response above suggested], but has returned.

I now have "up to" 75Mbps service, but actual speeds of under 10Mbps amost all of the time.

The only time I see 50Mbps or over is in the middle of the night or working day, when few people are online.

This leads me to believe it is "overcrowding" traffic problems AGAIN. I'm really unhappy about this and working out who to switch to as Virgin seem unable to deliver. Smiley Sad

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Re: 50mbps BB service delivering 2.63Mbps

Hello nigelad

 

Yes really sorry it does look like you are correct, the line and hub look okay but area traffic is high. We have a job already raised F004799601 currently showing a review date of 05 JUL 2017. I have updated your account notes so hopefully if we have your mobile number you may get SMS updates. Please accept our apologies.

 

Thank you

Nicola

Virgin Media Forum Team
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nigelad
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Re: 50mbps BB service delivering 2.63Mbps

Thanks for the response Nicola.

Can you provide a discount while I'm having a reduced service, as happened last time please. 2 months is a long time to wait for any improvement.

Thanks

Nigel

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Re: 50mbps BB service delivering 2.63Mbps

Hello Nigel

 

I will send you a forum private message to discuss further, please reply when you have a moment.

 

Thank you

Nicola

Virgin Media Forum Team