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Vigilante666
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Message 21 of 155
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Re: Internet connection barely usable

Contact the ceo via email, which works.

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ian-c
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Message 22 of 155
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Re: Internet connection barely usable

Well... I have now received the FREE speed boost to 'up to 50Mbps'.

Guess what the speed is now???

 

 

 

Can't guess?

 

 

 

I'll tell you... it's around 8 Mbps during the peak times. Oh well I suppose that's better the 3-5 Mbps that I have been experiencing for the last FIVE MONTHS.

 

Instead of giving free speed boosts and trying to be the fastest (I did say trying), why not put your efforts into making your service STABLE and closer to your advertised speeds.

 

I would much rather have up to 30Mbps and actually GET around 30Mbps than have a 50Mbps service that can barely manage 10 !!!

 

 

 

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I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 17 review dates... Next Review JUNE 2018
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ian-c
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Message 23 of 155
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Re: Internet connection barely usable

 

I have been attempting to watch Netflix (a service for which I am paying extra)  through Tivo.

It is frequently having to buffer.

At one point it crashed and said 'We're having a problem at the moment, please try again later'.

 

I decided to check the internet connection and I find download speed is a pathetic 3.02Mbps

Not bad considering the recent speed boost from up to 30Mbps to 50Mbps.

 

So, speeds are STILL at the same levels even though there has been a speed boost.

 

Now it appears to be affecting my enjoyment of the TV.

 

I guess this is STILL overutilization at peak times???????

 

http://www.speedtest.net/my-result/3846895204

 

Not acceptable if it is affecting TV service.

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I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 17 review dates... Next Review JUNE 2018
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Message 24 of 155
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Re: Internet connection barely usable

Hello ian-c

 

So sorry for the continuing slow speeds, the latest on the ticket F002896495 is next review due 25/02/2015, may be doing some work in January, nothing definite I'm afraid.

 

Would you mind posting in the TIVO boards for the Netflix issue please, although it shares the same cable the Tivo is actually on a different network.

 

My colleagues will happy to take a look.

 

Thanks Smiley Happy

Nicola

Virgin Media Forum Team
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ian-c
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Message 25 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Internet connection barely usable – thread started on ‎24-04-2014 20:37

 

For reference, here are statements taken from several threads concerning the same utilisation issue, Fault ref: F002896495, reproduced here in chronological order, 

 

26/3/14 - I can see that utilisation is affecting your part of the network - ref; F002896495. Preparations are currently in progress for a network upgrade, we should have more news on this at the end of May.

 

30/4/14 - Fault F002896495 is now currently estimated to be closed 04/06/14.

 

6/6/14 - We should have some more information about F002896495 after 09/07/2014

 

14/7/14 - I've checked fault F002896495 and it is still open. The extra channels are set to be added in September and as such the next review date is 24/09/14.

 

29/9/14 - I've checked F002896495. Some of the work has been carried out with extra channels added but it hasn't alleviated the load enough and more work is required which is now planned for January. The current estimated fix date is now 25/02/14.

 

 

Latest review date is now 25/02/14 which is next week. Please advise if we are still on track.

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I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 17 review dates... Next Review JUNE 2018
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Message 26 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Hi ian_c, 

 

Thanks for posting Smiley Happy

 

I'm sorry to see that you're still experiencing slow speeds due to the area fault, I can appreciate this must be frustrating for you. I've had a check on fault F002896495 and it's still ongoing as I think you suspected. The next review date is the 22nd April. 

 

I'm really sorry for the inconvenience this is causing you, please ensure you continue to call Customer Service to claim your credit for the loss of service. 

 

Take care. 

Heather_J

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


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ian-c
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Message 27 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Thanks for the update

 

Next review 22nd April. ??? I'm assuming that is 2015?

 

I'll call back here next month to wish F002896495 a happy birthday.

-----------------------------------------------------------
I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 17 review dates... Next Review JUNE 2018
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Durzo_Blint
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Message 28 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Fastest speed I have had in two days is this Speed test 17/03/2015 

 

I rarely complain, and quite frankly this is the only issue I have complained about in my life officially, but this is a shambles. The kind folk at Customer Service are helpful and friendly, but whoever is in charge of getting this problem fixed obviously does not care about its customers and should learn that if you push people too far, they will leave eventually.

 

 

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Message 29 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Hello Durzo_Blint

 

So sorry for the slow speeds, I'm not sure how much you know already so apologies if we repeat ourselves.

 

There are a couple of problems with your connection. The first and I dare say the most predominant one is area peak time traffic.

We are planning to undertake some broadband upgrades to support the increased demand for our services in your area. When completed, any slow speeds you may be experiencing (particularly at peak times such as evenings and weekends) will be resolved.
 
We are looking to carry out the work as soon as possible, in the meantime please give us a call to discuss a loss of service credit quoting reference F002896495.
 
Also I notice that the hub downstream power levels are too high:
 
VM SUPER HUB Downstream 0 16.9 dBmV
VM SUPER HUB Downstream 1 16.1 dBmV
VM SUPER HUB Downstream 2 16.0 dBmV
VM SUPER HUB Downstream 3 15.8 dBmV
VM SUPER HUB Downstream 4 15.5 dBmV
VM SUPER HUB Downstream 5 16.7 dBmV
VM SUPER HUB Downstream 6 16.3 dBmV
VM SUPER HUB Downstream 7 15.9 dBmV
 

This may cause you some additional problems so best we get it looked at if that is okay with you.

 

I will send you a private message to arrange an engineer appointment, please reply when you have a moment.

 

Thank you, speak soon Smiley Happy

 

 

 

Nicola

Virgin Media Forum Team
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Message 30 of 155
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Re: Internet connection barely usable Fault ref: F002896495

Hello Durzo_Blint
 
Thank you for getting back, I have booked you an engineer appointment.
 
Please let us know how it goes in this thread.
 
Thank you Smiley Happy
Nicola

Virgin Media Forum Team
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