I am on the 150mbps service and am getting around 20-30mbps download.Ping is between 4-8 and DL is 10mbps - Speeds are the same regardless of being on Wifi or on wired.
I made a call to VM on 1st March as it had been ongoing for a few days before. I spoke to "Christine" who couldn't fit my issue and said she would get the escalated to the engineer and would call me back at a specific time on the 2nd. I never had the call.
I also chased this via VM on Twitter which was next to no good.
So I have just spoken to "Chetan" who could not see what the problem is and has now booked an engineer for tomorrow. I'm not confident that an engineer will arrive.
So in the meantime can one of the Support team please explain what the reasons are for such slow speed, when the DL and PING are normal?
I phoned support last Wednesday 1st March and spoke to "Christine" who said she couldn't fix the issue but will speak to the network team as she believed there was a network issue. She promised me a call back the next day. I never got the call.
On Sunday 6th March I phoned again, and there was apparently no record of a call back on the notes. I spoke with Chetan who couldn't see any issues. He arranged for an engineer to come out today.
Istvan (tech ID 13882) and his Service Check sheet has been left as "Still slow speed from Headend"
He seems to think that there is a Network issue at the Headend in Luton as the customers he saw before me have the same issue. He spoke to another engineer and then said that there is nothing he can do but for me to wait and see if the issue at the Headend clears within 1-2 weeks. I asked if there was a ticket for the issue and he said no.
I also searched the Community and see other people in Area 24 having the same issue
Area 24: We're all connected to the headend in Luton but each area, e.g. Bedford, Kempston, Biggleswade, etc are all separate nodes and independent of each other. Maybe Bedford is suffering from over utilisation?
Apologies for your slow speed problems. I have tested your connection thoroughly and the downstream congestion is a little on the high side, though not yet breaching thresholds and the upstreams are fine.
I can find no other issues, with SNR or Hub power levels etc. Would you mind doing the following please:
Run a couple of speed tests (via speedtest.net using the default servers) and post the results on here.
"Having reviewed some network data samples this does not appear to be an issue affecting all of our customers. This could be related to specific network equipment we but are currently investigating this further to determine the exact cause and solution. We apologise to any customers affected and hope to have this fixed soon."