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Extremely Slow speed area 30 ts17

I'm a paying 100mb customer for the past 3 years and over the past 2 years my service has become so appallingly slow that I cant watch anything online while browsing the internet.  I spend a fair bit of time gaming online and I've had countless nights where I've not been able to play due to shocking pings to all servers on different titles.  This isn't through peak times either this is way late at night and during the day, am sick of constantly chasing virgin to get my bill reduced. I'm paying 38 quid for a product that is delivering me less than 10% of what I'm paying which is a complete joke, think Ofcom should get involved as this is a clear and blatant breach of my consumer rights.  I'd be happy to pay £3.80 for my internet if I knew I was going to get a very temperamental and slow internet service. So in all my usual internet is 1/50th of what I should be getting 18ms ping, 2.84 down 5.99 up. 

I'm been told that I have an over utilisation issue in my area according to one of the chat bots but having a possible fix time of april is absolutely disgraceful as its been ongoing for 24months.  If you knew you where going to be saturated then perhaps you should of improved your infrastructure prior to taking on loads of additional customers knowing full well that everyone else will suffer as a result of your connection ratio and poorly managed traffic control.  Its no wonder I've been waiting for my 150mb upgrade since last September as they can't even give me anywhere near my supposed 100mb.

Pull your finger out or I'll be pursuing this to a higher level as I feel that you are providing a shockingly bad technical/infractructure service and I'm paying a lot of money for something that simply doesn't deliver.  Yes the customer service side must get sick of these types of complaints as i'm sure there are hundreds but being fed the same line doesn't cut it.  How about you prioritise your maintenance/upgrade services so they actually get the work done and not just be allowed to slide constantly, bt got nailed for not provided a fast enough service and it wouldn't surprise me if you got the same!

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Message 2 of 12
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Re: Extremely Slow speed area 30 ts17

Ohh this is a joke, is now at......Wait for it...............0.03mbs. ran the service test through my mobile as my internet was that crap, rebooted router and now I don't have a config file **bleep** is going on!!!

[MOD EDIT:Inappropriate language has been removed from this post. Please review the Forum Guidelines]

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Re: Extremely Slow speed area 30 ts17

These are the reaading from my router, anyone offer any help with what the issue could be

 

12/01/2017 21:13:35 GMT12/01/2017 21:13:35 GMTError (4)68010302DHCP WAN IP - xx.xx.xx.xx
12/01/2017 21:13:05 GMT12/01/2017 21:13:05 GMTError (4)69020300Code File Manufacturer CVS Validation Failure
12/01/2017 21:12:45 GMT12/01/2017 21:12:45 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
12/01/2017 21:12:35 GMT12/01/2017 21:12:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
12/01/2017 21:10:51 GMT12/01/2017 21:10:51 GMTWarning (5)66050310Auth Success - Web login successful.
12/01/2017 21:10:51 GMT12/01/2017 21:10:51 GMTWarning (5)66050310Auth Success - Web login successful.
12/01/2017 21:10:44 GMT12/01/2017 21:10:44 GMTWarning (5)90000200CSRF Detect - Expired Content Submitted ; LAN Interface
12/01/2017 21:10:44 GMT12/01/2017 21:10:44 GMTWarning (5)90000200CSRF Detect - Expired Content Submitted ; LAN Interface
12/01/2017 21:10:36 GMT12/01/2017 21:10:36 GMTWarning (5)66050300Auth Fail - Web login failed.
12/01/2017 21:10:36 GMT12/01/2017 21:10:36 GMTWarning (5)66050300Auth Fail - Web login failed.
12/01/2017 19:22:05 GMT12/01/2017 19:22:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/01/2017 19:22:04 GMT12/01/2017 19:22:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/01/2017 19:22:03 GMT12/01/2017 19:22:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/01/2017 19:22:02 GMT12/01/2017 19:22:02 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/01/2017 19:22:01 GMT12/01/2017 19:22:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/01/2017 21:01:22 GMT11/01/2017 21:01:22 GMTError (4)68010302DHCP WAN IP - xx.xx.xx.xx.xx
11/01/2017 21:00:55 GMT11/01/2017 21:00:55 GMTError (4)69020300Code File Manufacturer CVS Validation Failure
11/01/2017 21:00:35 GMT11/01/2017 21:00:35 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
11/01/2017 21:00:22 GMT11/01/2017 21:00:22 GMTError (4)68000407TOD established

 

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)291000000267000000275000000283000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID129101113141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)6.306.496.646.576.005.875.865.66
RxMER (dB)39.8539.4039.4039.4039.8539.8539.8539.40
Pre RS Errors
283307284994303310921932
Post RS Errors
280299284994289310921

932

 

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID31340
Max Traffic Rate112640000 bps
Max Traffic Burst10000 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID31339
Max Traffic Rate6320000 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

 

Acquired Downstream Channel (Hz)291000000Locked
Ranged Upstream Channel (Hz)39400000Success
Provisioning StateOKOperational
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Message 4 of 12
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Re: Extremely Slow speed area 30 ts17

with my current download of between 1-4Mb and pings that are borderline unplayable with anything online, on the upload side things are running perfectly at 6Mb

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Message 5 of 12
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Re: Extremely Slow speed area 30 ts17

Hi mste,

 

Thanks for posting!

 

I'm really sorry to hear you're having speed issues.

 

I've located your account and I can see an issue with the network in your area affecting speeds at peak times - Ref.(F004927687). Our technicians are working to get this sorted and have set a review date of 5th April.

 

I'm really sorry for any inconvenience this may cause.

 

Josh


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


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Message 6 of 12
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Re: Extremely Slow speed area 30 ts17

Hi Josh,

My connection is rubbish outside of peak times too say 12am my connection never goes above 20-30mb which is not good and I'm lucky if I can get a descent ping, regularly its over 200-1000ms to google (8.8.8.8).

Since one of your technicians last looked at my line its got worse and my router is now showing the following errors, which could be related...

17/01/2017 21:27:04 GMT 17/01/2017 21:27:04 GMT Error (4) 68010302 DHCP WAN IP - xx.xx.xx.xx
17/01/2017 21:26:18 GMT 17/01/2017 21:26:18 GMT Error (4) 69010600 SW upgrade Failed before download - TFTP Max Retry Exceeded
17/01/2017 21:26:18 GMT 17/01/2017 21:26:18 GMT Error (4) 69010500 SW upgrade Failed before download - File not Present
17/01/2017 21:26:16 GMT 17/01/2017 21:26:16 GMT Notice (6) 69010200 SW Download INIT - Via Config file tftp file-********
17/01/2017 21:26:07 GMT 17/01/2017 21:26:07 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
17/01/2017 21:24:29 GMT 17/01/2017 21:24:29 GMT Warning (5) 66050310 Auth Success - Web login successful.

so now my router doesn't have a config file which it used to

Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File

 

 

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Message 7 of 12
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Re: Extremely Slow speed area 30 ts17

okay so peak time 2am??? i can only get 30mbs you guys should be getting sued for the abuse of your customer service rights. i got 10 quid off my bill last month but when i need to use the service its apauling so if you wont fix the issue i want more discount.  Or expedite your docsys 3.1 which  will help short term, untill you upgrade people's speed and not the infrastructure and we're back at square one (yet agian!!)

One of your network engineers has totatally boned my connection, ever since he apparently increased my power levels i've had no end of connection and speed issues.  i already know you shuffle down existing customer to the bottom end at the local box so the new customers get the advertised speeds, thus give your existing customers a slower service and not anywhere close to the speed provided.

If there was a speed contention in my area which you mentioned there is it would only affect me during peak times, so please take a look at my case as im getting tired of these constant bs responses "there is high network utilisation in your area" i know what it means but as a customer i couldnt care less. You are giving me a service which is simply not good enough.  Ive contacted your helpdesk, they changed some power level settings which made my connection even worse. As an IT engineer monotoring the network logs there is clearly something wrong with my connection as my router doesnt have a config file, there are fails sw updates constantly, thousands of pre rs errors perticularly on ds-1/2 constant ping to 8.8.8.8 is  usually over 150-2000ms. 

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Message 8 of 12
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Re: Extremely Slow speed area 30 ts17

another update have ran several update in off peak times and i get the following supposed to get 100mbs - actual 32 uploads are always 6mbs virgin media clearly are experiencing more than an over utilisation issue if i cant get anything more than 30mbs at 3.25!!! updates welcome btw
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Re: Extremely Slow speed area 30 ts17

How to i raise a proper complaint as this is simply rediculous
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Re: Extremely Slow speed area 30 ts17

right 12.40 stuck at 30mbs, the real reason for my lack of speed is that your managing my speed to 30mb. a very coincidental number that i seem to get off peak constantly. my internet between 3pm and 1am is almost unusable my lag is terrible and download rates drop to less than 2mbs.  Im paying for 50 times that so what are you guys going to do about it.......

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