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trevblanco
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Broadband non-speed

Anytime after midnight I am getting very slow download speeds. Is there a problem or ongoing work around the Walsall area and, if so, why isn't it shown on the Service Status?

My pc is wired directly to the Virgin Media Hub 3.0 and I get the same results via the WiFi on my laptop. I expect lots more from Vivid 200 and the cost.

Date & Time/ Hostname/ DownMbit/s/ UpMbit/s Ping ms

12.03 15:47-.16-1.cable.virginm.net  153,3 11,4   28,0
12.03 02:29-.16-1.cable.virginm.net22,412,259,0
12.03 00:56-.16-1.cable.virginm.net62,512,270,0
12.03 00:25-.16-1.cable.virginm.net24,012,2116,0
10.03 01:48-.16-1.cable.virginm.net23,511,634,0
08.03 14:44-.16-1.cable.virginm.net196,312,028,0
08.03 01:28-.16-1.cable.virginm.net21,711,771,0
08.03 00:43-.16-1.cable.virginm.net15,010,932,0
08.03 00:40-.16-1.cable.virginm.net--72,0
08.03 00:38-.16-1.cable.virginm.net42,09,2740,0
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Re: Broadband non-speed

Hi trevblanco,

 

Welcome to the Community!

 

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

 

I've located your account and I can see and issue with your Downstream 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


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trevblanco
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Re: Broadband non-speed

After you last assisted by arranging for an Engineer to visit I have had no change to the initial issue and I would hazard a guess that the woeful download times are NOT at peak times.
The Engineer said he could not solve the problem and  blamed server problems in the Walsall/Wolverhampton area and said he would make a comment in his report. In addition he suggested complaining a couple of weeks later. I did, in fact, complain. The Supervisor said there was a box problem and it would be solved in June and arranged for a £10 refund. I know, £10 doesn't sound a lot. I still have the problem of slow broadband download times as shown by netmeter.co.uk :

Date             Hostname                      Down   Up   Ping   

                                                            Mbit/s Mbit/s ms
21.04 16:21  -.16-1.cable.virginm.net  164,7  11,6  27,0
19.04 02:02  -.16-1.cable.virginm.net  24,4  12,2  77,0
18.04 15:04  -.16-1.cable.virginm.net  172,4  12,0  27,0
15.04 01:38  -.16-1.cable.virginm.net  18,5  12,1  45,0
15.04 01:38  -.16-1.cable.virginm.net  18,5  12,1  45,0
14.04 00:47  -.16-1.cable.virginm.net  16,4  12,3  100,0
11.04 19:40  -.16-1.cable.virginm.net  86,1  11,7  44,0
10.04 01:29  -.16-1.cable.virginm.net  22,8  12,6  81,0
07.04 23:31  -.16-1.cable.virginm.net  20,3  11,8  97,0
05.04 15:00  -.16-1.cable.virginm.net  203,7  11,7  27,0
05.04 01:47  -.16-1.cable.virginm.net  14,9  12,1  169,0
04.04 19:02  -.16-1.cable.virginm.net  109,0  11,5  28,0
01.04 23:43  -.16-1.cable.virginm.net  20,8  12,2  101,0
31.03 16:17  -.16-1.cable.virginm.net  191,4  9,16  29,0
30.03 01:16  -.16-1.cable.virginm.net  18,5  12,2  156,0
30.03 00:17  -.16-1.cable.virginm.net  23,9  12,1  60,0
29.03 23:11  -.16-1.cable.virginm.net  22,2  11,9  99,0
28.03 22:06  -.16-1.cable.virginm.net  105,6  12,5  41,0
27.03 14:20  Rang Virgin 150 Complaint made
27.03 12:46  -.16-1.cable.virginm.net  160,3  11,6  27,0
26.03 01:21  -.16-1.cable.virginm.net  13,5  10,9  41,0
25.03 21:07  -.16-1.cable.virginm.net  154,6  11,8  28,0
24.03 20:01 -.16-1.cable.virginm.net  146,4  11,7  26,0
24.03 01:42 -.16-1.cable.virginm.net  20,6  12,6  111,0
24.03 01:14 -.16-1.cable.virginm.net  21,8  12,2  102,0
23.03 20:42  -.16-1.cable.virginm.net  87,4 11,6  32,0
23.03 00:35  -.16-1.cable.virginm.net  20,6  12,2  97,0
21.03 20:01  -.16-1.cable.virginm.net  81,9  10,9  30,0
21.03 16:28 -.16-1.cable.virginm.net 90,6 11,3 60,0
21.03 16:00  Engineers visit

 

In addition, today (21st April), the Broadband AND TV were unavailable for approximately 2 hours.

What is happening to Virgin? My wife is calling for us to leave Virgin and I can't blame her.

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Re: Broadband non-speed

Hi trevblanco,

I've just taken another look at this for you.

The offline services on the 21st of this month are attributable to fault ref: F005248619. The assigned network engineer managed to fix the problem and get all modems back online later that day.

The issue you were advised of when calling in is F004954303 and is for slow peak time speeds. This part of the network requires an upgrade but that won't commence until the pre-upgrade work has completed - the progress of this work is due to be reviewed on 26/07/2017.

I am sorry about this. If you'd like us to check for updates, on or around the review date provided, please post a request on here.

Kind regards,


Jen
Forum Team



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trevblanco
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Re: Broadband non-speed

Thank you for your response. I am still surprised that you classify the times I have quoted as 'peak times'. My understanding of the term is a period when there is high utiilisation and Wikipedia suggests that "Typically, in the UK the peak hours are between 7 and 11 pm." You might have noticed that I refer to the slow times as being between 10:00pm to 02:00am (but possibly longer into the night). Even with the two hour outage of the TV and broadband aside I am really not getting my moneys worth and, from your reply, someone will look at the situation again in July which doesn't mean the problem will have been resolved. I will have suffered the aggravation of diabolically slow times, paying for a service that I am not getting plus my wife isn't happy with those two issues either and I get it in the blame for choosing Virgin. I will have been paying for and not getting the Vivid 200 for five months by July and with no guarantee that anything will be resolved.
I think the time has come for me to consider my other options.

Sorry,

Trevblanco
Not a happy bunny

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trevblanco
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Re: Broadband non-speed

Phoned up to complain about the slow broadband and was told that it should be improved at the end of May. The guy I spoke to said that it was ticket 34089020 - whatever that is. Is he correct?

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Re: Broadband non-speed

Hello trevblanco,

Thanks for keeping in touch Smiley Happy

I'm not sure what that fault number refers to, the only fault I can see is: F004954303 which is responsible for causing slow speeds, this is being reviewed on the 26/07/2017.

Sorry about this, I hope this info helps.

Take care.

Heather_J

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