Menu
Reply
  • 9
  • 0
  • 1
JB35
Tuning in
308 Views
Message 1 of 21
Flag for a moderator

Just joined Virgin...

I have recently joined Virgin from Sky... with the media package including 200mb broadband 

Is this 200mb virgin broadband some kind of joke or gimmick? Since joining last wednesday i have had 35mb download speeds with an ethernet speed lower than wifi which I found disconcerting. Considering I had sky fibre which was giving me faster download speeds... I am considering already terminating my contract given im in my cooling off period,

Can someone explain whether this will improve? whether this is solely a hiccup? Also will i be compensated for this downtrodden service?

I also have issues with my on demand servides in that there is a v202 issue for the past day and a half.  Given i have had more issues with Virgin since last Wednesday than i had in four years with sku... I am considering already terminating my contract given im in my cooling off period. 

Any help would be appreciated. 

0 Kudos
Reply
  • 8.29K
  • 515
  • 2.3K
Superuser
Superuser
300 Views
Message 2 of 21
Flag for a moderator

Re: Just joined Virgin...

What does a speed test wired to the HUB from a PC using a gigabit NIC and CAT5E cable say?

There are largely two possible issues on install that will affect speeds.

1. Incorrect power levels at the HUB- although the engineer will test, its like an MOT for your car. YES it says the power levels are right at that time, but they can move. If they have and are now out of spec, you will have speed issues.

2. Overutilisation- which means your network node is too bust to support the headline speeds 24/7. Usually characterised by high speeds during the day and low speeds in the evenings/at weekends. As you say its constantly low, doesn't seem likely (which is good news)

Bad news is that unlike ADSL there is no "settling" period for a new install so unless something changes your speeds wont change.

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
  • 9
  • 0
  • 1
JB35
Tuning in
281 Views
Message 3 of 21
Flag for a moderator

Re: Just joined Virgin...

Thanks for the reply. Is the below what is required?

Cable Modem Status

Acquired Downstream Channel(Hz) 298750000 

Ranged Upstream Channel(Hz) 32600000

 

ChannelFrequency(Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1 298750000 1.7 38.9 256 qam 13

2 322750000 0.7 38.6 256 qam 16

3 314750000 1.2 38.6 256 qam 15

4 306750000 1.2 38.6 256 qam 14

5 290750000 1 38.6 256 qam 12

6 282750000 1.7 38.9 256 qam 11

7 274750000 1 38.6 256 qam 10

8 266750000 1.7 38.9 256 qam 9

9 258750000 1 38.6 256 qam 8

10 250750000 1.4 38.9256 qam 7

11 242750000 1 38.9 256 qam 6

12 234750000 1.2 38.9 256 qam 5

13 226750000 1.2 38.9 256 qam 4

14 218750000 1 38.9 256 qam 3

15 210750000 1.7 38.9 256 qam 2

16 202750000 1.5 38.9 256 qam 1

Thanks again 

0 Kudos
Reply
  • 9
  • 0
  • 1
JB35
Tuning in
279 Views
Message 4 of 21
Flag for a moderator

Re: Just joined Virgin...

Upstream

 

Channel IDFrequency(Hz)ModulationPower (dBmV)ModeChannel Bandwidth(Hz)Symbol Rate (ksps)

7 32600000 ATDMA 40 64 qam 6400000 5120

8 25800000 ATDMA 3916 qam  6400000  5120

0 Kudos
Reply
  • 5.34K
  • 270
  • 1.17K
Superuser
Superuser
261 Views
Message 5 of 21
Flag for a moderator

Re: Just joined Virgin...

The information you've posted is fine. Nothing out the ordinary there.

Anything in your network log?
~~~~~~~~~~~~~~~~~~~~~~~~~
All posts made are personal opinions as I do not work for VirginMedia.
Kudo's a post if you find it useful and want to say thanks
Mark a post as a helpful answer if it answers your question

0 Kudos
Reply
  • 41
  • 2
  • 20
Mark65
Dialled in
254 Views
Message 6 of 21
Flag for a moderator

Re: Just joined Virgin...

Leave while you can, or stay and enjoy the show and the lack of speed, next move should be an engineer will come out, then your cooling off period is done.
Odd about your Ethernet being slower, I put a wireless card in my PC last night for my BT instalation tommorow and found the wireless was faster than Ethernet as well.
  • 9
  • 0
  • 1
JB35
Tuning in
241 Views
Message 7 of 21
Flag for a moderator

Re: Just joined Virgin...


Shafreya wrote:
The information you've posted is fine. Nothing out the ordinary there.

Anything in your network log?

There you go

 

Date And Time Error Number Event Description

2016-09-28 13:04:00.00 2417164308 Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

2016-09-28 13:15:30.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2016-09-28 13:15:57.00 69010200 SW Download INIT - Via Config file

2016-09-28 13:25:16.00 69011200 SW download Successful - Via Config file

0 Kudos
Reply
  • 9
  • 0
  • 1
JB35
Tuning in
240 Views
Message 8 of 21
Flag for a moderator

Re: Just joined Virgin...


Mark65 wrote:
Leave while you can, or stay and enjoy the show and the lack of speed, next move should be an engineer will come out, then your cooling off period is done.
Odd about your Ethernet being slower, I put a wireless card in my PC last night for my BT instalation tommorow and found the wireless was faster than Ethernet as well.

Im going to give it till friday this week to get this resolved. I wont wait till after the cooling off period to get this sorted. This has really put me in an awkward position as ill now go running back to sky and they had offered me a superb deal before i left. 

I have a 3G usb dongle which is much faster than my "200mb" superfast broadband. 

 

0 Kudos
Reply
  • 3
  • 0
  • 2
Pjones173
Joining in
207 Views
Message 9 of 21
Flag for a moderator

Re: Just joined Virgin...

Improve? Definitely not

hiccup? See above

compensation? Nearly wet myself laughing !

Answered your questions/thoughts/worries?

0 Kudos
Reply
  • 5.89K
  • 158
  • 413
Forum Team
Forum Team
201 Views
Message 10 of 21
Flag for a moderator

Re: Just joined Virgin...

Hi there JB35,

 

Welcome to the Community, although I do wish it were under better circumstances. Smiley Sad

 

Really sorry for the delay in responding to your post and apologies also for the connection issue experienced.

 

I've located your account and I am unable to detect any issues with the equipment. I would, however, suggest changing your wireless settings, to improve this type of connection.

 

I've also checked the network segment and there does appear to be a high demand for our service in your area at present, under the fault ticket reference of F004665175, with a review set for 09/11/2016.

 

I've passed this information to another team, so that they can monitor the fault in conjunction with your account.

 

I am very sorry for any inconvenience caused.

 

Many thanks,

 

Nat_J

 

 

 

 

 

 


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply