Menu
Reply
  • 10
  • 0
  • 1
McVrosh
Tuning in
215 Views
Message 1 of 8
Flag for a moderator

BS7 - Dire broadband speed once again

Please could someone check my settings again please, it's been usable until this week where it's become more like a 150Kb service, rather than the 150MB service I am paying for. Latest Speedtest - http://www.speedtest.net/my-result/6053019234
0 Kudos
Reply
  • 67
  • 4
  • 11
eggfriedcheese
Dialled in
192 Views
Message 2 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

Hey McVrosh,

This sounds like an unfortunate case of High utilisation in the area. The best way of explaining this, is that the network can support 'x' number of users, and there are more than 'x' currently using it, so the network can't handle the usage.

High utilisation is extremely complicated, in that it takes a long time to upgrade the network in the areas, as our networks (if you've seen a local exchange, you know what I'm talking about) are very complicated, and isn't unfortunately a case of just swapping a couple of cables.

If you're looking on the Service Status page on my.virginmedia.com, does this give any outage information? Would be worth posting the fault reference if so, so that the forum teams can investigate it quicker for you.

If this is High utilisation then you would be entitled to a month by month credit whilst the issue is ongoing. You can discuss this with the technical teams, by calling 0345 454 1111 or 150 from a virgin media landline.

Let us know whether this is a fault viewable on service status, and the forum teams may be able to give you a bit more info to possibly help (however, if it is utilisation, there isn't an awful lot that can be done unfortunately).
*************
Dan
*************
Views expressed are solely my own, and do not reflect on Virgin Media directly
If however you feel that my answer is helpful or informative, please click the kudos button below!
0 Kudos
Reply
  • 72
  • 2
  • 5
Thomask556
Dialled in
178 Views
Message 3 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

do post the status of your down and upstream although it may well be over subscription but it wouldn't get that slow  

0 Kudos
Reply
  • 10
  • 0
  • 1
McVrosh
Tuning in
159 Views
Message 4 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

Thanks for the replies both, here a bit more context and information.

The issue is still there, speeds really slow although slightly faster than the previous speedtest (see latest speed test below, still no where near what i should get on 150Mb with a wired connection). The real kicker here is the latency, trying to play any kind of game online is impossible due to the rubber-banding and sporadic connection loss.

All of this was working fine until Monday this week when the problems began, even the Mrs was moaning facebook was taking for ever to load.

Right now the service is unusable in it's present state, needs fixing or i may as well cancel VM broadband

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

Locked9267000000 Hz256 QAM-0.9 dBmV 35.4 dB13789515301
Locked10275000000 Hz256 QAM-1.2 dBmV 35.4 dB1006857587
Locked11283000000 Hz256 QAM-1.5 dBmV 35.2 dB409356933
Locked12291000000 Hz256 QAM-1.3 dBmV 35.2 dB412307285
Locked13299000000 Hz256 QAM-0.9 dBmV 49.4 dB1233298
Locked14307000000 Hz256 QAM-0.6 dBmV 35.4 dB2350813898
Locked15315000000 Hz256 QAM-0.6 dBmV 35.2 dB2824213855
Locked16323000000 Hz256 QAM-0.7 dBmV 34.9 dB3833113403

 

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

Locked3923600000 HzATDMA54.0 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked3736800000 HzATDMA53.5 dBmV64QAM6400000 Hz5120 Ksym/sec
0 Kudos
Reply
  • 10
  • 0
  • 1
McVrosh
Tuning in
136 Views
Message 5 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

Would appreciate a CM/Forum Team response to this please. There is nothing reported fault wise in my Area for Broadband problems

 

0 Kudos
Reply
  • 1.46K
  • 87
  • 344
cje85
Knows their stuff
130 Views
Message 6 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

Your upstream power is very slightly too high which could be the cause of the problem. The forum team will be able to arrange an engineer to correct that. It's taking them about a week to respond to posts at the moment, they reply in order of the last post so it's best not to bump the thread or it goes to the back of the queue again.

 

0 Kudos
Reply
  • 72
  • 2
  • 5
Thomask556
Dialled in
112 Views
Message 7 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

yeah those upstream levels are slightly higher that would cause connection drops.  i would personally use the live chat service so easy and quick everything will be sorted out much quicker. here's the link: http://www.virginmedia.com/contact-us.html select broadband service faults live chat open 8am till 8pm Monday till Saturday. or call the service line that's open late. live chat service is highly recommended  

0 Kudos
Reply
  • 8.37K
  • 362
  • 590
Forum Team
Forum Team
100 Views
Message 8 of 8
Flag for a moderator

Re: BS7 - Dire broadband speed once again

Hi McVrosh,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

I've located your account and I can see an issue with the network in your area affecting speeds at peak times - Ref.(F004791525). Our technicians are working to get this resolved and have set a review date of 5th April 2017.

 

I've also picked up an issue with your Upstream Power levels that will need to be adjusted by a technician. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply