Menu
Reply
  • 5
  • 0
  • 0
srmbooth
Joining in
443 Views
Message 1 of 11
Flag for a moderator

Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

 Area 20, Bromley BR2 I have 50Mbps Virgin Media broadband – the street cabinet is less than 50 meters away. My download speeds at peak times (18:00 thru 24:00) have been excellent (close to the full 50Mbps) for the last 5 years. However, for the last couple of weeks, the peak time download speed are consistently below 3 Mbps and often are below 1 Mbps. Outside those peak hours the download speeds are close to 50Mbps. I do on-call support and I NEED to connect to my work in the evening. I need consistent 2 Mbps for remote thin client connections. The current service is totally unacceptable. Something has changed recently. Maybe the contention ratio has been massively increased. I cannot believe utilization can suddenly increase in the space of 2 weeks. My VM router/hub has always been in “modem only” mode and I use direct Ethernet connection. I have run speedtests over the last few days. This clearly indicates a serious utilization issue. Upload speeds are not affected. See the table below exported from speedtest .

Will someone from Virgin be able to investigate this issue in this forum? I hope the problem maybe that some hardware in the steet cabinet has failed and that many more users have been TEMPORARILY shifted onto a single line. If this the new normal, then I MUST leave Virgin as I am unable to do on-call work from home.

Steve

TEST DATE DOWNLOAD Mbps UPLOAD Mbps LATENCY MS SERVER NAME

22/11/2016 15:48 50.65 3.18 7 Bromley

22/11/2016 16:57 48.72 3.24 8 Bromley

22/11/2016 17:32 23.47 3.23 8 Bromley

22/11/2016 18:07 46.84 3.2 8 Bromley

22/11/2016 18:37 7.98 3.15 12 Bromley

22/11/2016 18:57 8.76 3.13 10 Bromley

22/11/2016 19:14 3.04 3.14 12 Bromley

22/11/2016 19:55 1.71 3.19 10 Bromley

22/11/2016 20:01 1.39 3.19 11 Bromley

22/11/2016 20:02 2.03 3.18 9 Bromley

22/11/2016 20:15 2.5 3.14 12 Bromley

22/11/2016 20:16 2.24 3.15 14 Bromley

22/11/2016 20:31 2.4 3.14 12 Bromley

22/11/2016 20:32 1.73 3.19 12 Bromley

22/11/2016 20:20 1.83 3.39 18 Bromley

22/11/2016 20:53 0.99 3.34 12 Bromley

22/11/2016 23:22 8.86 3.42 13 Bromley

22/11/2016 23:23 11.27 3.24 14 Bromley

23/11/2016 02:10 49.18 3.31 10 Bromley

23/11/2016 05:27 54.17 3.28 8 Bromley

23/11/2016 17:40 37.69 3.15 8 Bromley

23/11/2016 17:41 27.1 3.26 8 Bromley

23/11/2016 17:58 17.81 3.24 7 Bromley

23/11/2016 17:59 13.16 3.14 8 Bromley

23/11/2016 18:32 15.78 3.2 8 Bromley

23/11/2016 18:33 22.52 3.19 7 Bromley

23/11/2016 18:56 14.47 3.22 8 Bromley

23/11/2016 19:05 6.51 3.14 7 Bromley

23/11/2016 19:18 5.57 3.15 10 Bromley

23/11/2016 20:01 6.75 3.13 8 Bromley

23/11/2016 20:20 2.78 3.13 10 Bromley

23/11/2016 20:33 3.29 3.13 11 Bromley

23/11/2016 20:42 2.03 3.50 12 Bromley

23/11/2016 20:57 2.07 3.47 14 Bromley

23/11/2016 20:58 2.09 3.41 15 Bromley

23/11/2016 21:25 3.45 3.44 10 Bromley

23/11/2016 22:15 2.26 3.52 13 Bromley

23/11/2016 22:15 1.72 3.59 9 Bromley

23/11/2016 23:57 37.31 3.52 10 Bromley

24/11/2016 01:43 51.69 3.58 9 Bromley

0 Kudos
Reply
  • 8.3K
  • 520
  • 2.3K
Superuser
Superuser
434 Views
Message 2 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.


0 Kudos
Reply
  • 5
  • 0
  • 0
srmbooth
Joining in
414 Views
Message 3 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Hello. Here are snapshots from the  Superhub status (I also include a snapshot of my original speedtests)

Thanks

Steve

DownstreamDownstreamUpstreamUpstreamNetwork LogsNetwork LogsSpeedtestsSpeedtests

0 Kudos
Reply
  • 8.3K
  • 520
  • 2.3K
Superuser
Superuser
390 Views
Message 4 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Nothing worng with power levels etc...

I notice most of your tests are done during peak hours. Have you done any off peak to see if speed increses then?

Next, chuck up a BQM,

 HERE

 Run it for say 24 hrs, and post the result.

 Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

BQM.jpg

 

 


0 Kudos
Reply
  • 5
  • 0
  • 0
srmbooth
Joining in
356 Views
Message 5 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Hello Kippies - thanks for your help on this.

I didnt do many speedtests outside peak hours because the download speed seems to be the full 50Mbps outside peak 18:00 to 23:00. Also I am not usually around outside peak hours Smiley Happy

I have run a BQM for over a day.

Here is the snapshot below. You can see the live graph here http://www.thinkbroadband.com/ping/share/f74230f85e10eff36003a60f41c272fb.html

BQM snapshotBQM snapshot

 

 

0 Kudos
Reply
  • 8.3K
  • 520
  • 2.3K
Superuser
Superuser
340 Views
Message 6 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

If speeds are fine off peak, its likely "overutilisation"

Wait for staff to pick it up and confirm...

Might be time to start looking for another supplier if that's the case....Robot Sad

 


0 Kudos
Reply
  • 5
  • 0
  • 0
srmbooth
Joining in
328 Views
Message 7 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Thanks Kippies for confirming this.

It seems definitely a case of overutilisation during peak hours. I get the full 50Mbps download speeds outside peak hours.
Upload speed consistently 3Mbps 24hrs a day. Between 18:00 and 23:00 the download speed is averaging 2Mbps and occasionally below 1Mbps.
It's strange that this has only been happening in the last few weeks so I am wondering if VM have suddenly increased the contention on this line.

Like most users, I only use the internet at peak times so a download speed of 1Mbps isn't really any use for any IPlayer-type streaming.
2Mbps isn't much use for streaming 4k from Netflix. More importantly for me is that I need to connect daily to my work in the evenings to do support - I have to do this via remote desktop so this requires a decent download speed. Since my connection has slowed down, it is getting frustratingly slow and inefficient doing my work. I consider the current state of my VM service to be unfit for purpose.


If nothing is fixed in the next few weeks I will be forced to sign up to another ISP so that I can work from home reliably.
I would like VirginMedia to acknowledge that there is a problem in my street/area and tell me what they are planning to do about it (and when).
I assume 50-100 users in my area are having the same problem!
If I am forced to cancel my contract I trust I will not be hit with cancellation fees???

I await contact from VM staff ...

Steve

0 Kudos
Reply
  • 10.04K
  • 294
  • 626
Forum Team
Forum Team
294 Views
Message 8 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Hey srmbooth,

 

Thanks for posting Smiley Very Happy

 

I can see you've had support from Kippies which is great.

 

I'm sorry to confirm that we do have a fault in your area. The ref is: F003519417 and it's currently due for review on the 5th April. As I'm sure you're aware, this fault is responsible for reducing speeds during peak time hours.

 

Apologies for this, please let me know if you have any other questions.

Take care.

Heather_J

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


0 Kudos
Reply
  • 2
  • 0
  • 0
rasearle
Joining in
256 Views
Message 9 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

Hi, jumping on this as I'm also in BR2 with the same problem, seriously looking at alternative providers now. What does "due for review on the 5th April" (presumably 2017) mean? Two months after the last post in this thread and I can confirm that service hasn't improved.
0 Kudos
Reply
  • 24
  • 0
  • 8
Raco
On our wavelength
246 Views
Message 10 of 11
Flag for a moderator

Re: Download speed less that 1Mbps during peak hours – last few weeks only. Area 20. Postcode BR2

 rasearle "due for review on the 5th April" means they will give you a review date but will keep cancelling it and give you a new review date, Some people have had 3 years of review dates. You see they don't actually fix anything they will string you along for years with review date after review date. Honestly your best bet is to move to a new provider.

0 Kudos
Reply