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MattMellow
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Message 1 of 9
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Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hi,

For a past 3-4 months I've been getting speeds between 20-30mb on a WIRED Desktop PC and console. Doesn't matter what time of the day it is it's ALWAYS the same. Downloading and buffering takes ages to finish. It's disgraceful. I am paying for 200Vivid and I get this?? I've upgraded to the 200Vivid Gamer hoping this will change and my speed is going to come back to where it was before... NOPE. A huge MISTAKE. Now I am paying 50.25quid for this excuse of an internet. I've been chatting online today with one of the support people. He said he'll send an Technician on next Monday cause he found some 'flaw' apparently. Everything nice and set. Then I received a message. We've cancelled your Service visit because we've found a network problem in your area. We'll confirm once this is resolved. Well... Brilliant. So this sounds like I'll have to live with this excuse of an internet for a couple of months until they'll set a REVIEW that will fix nothing. Well played. I'll have to cancel this GAMER upgrade.. First time so disappointed with VM.. How dare you let people pay that much money for a non existent service. You should charge accordingly. For what I get I wouldn't even pay a tenner.. FIX THIS UP

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Forum Team
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Message 2 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hello MattMellow

 

I am sorry you have been experiencing slow speeds, apologies the engineer was cancelled however I can see you have another one booked. Please keep us updated. At the moment I am unable to run any tests on your line, would you be so kind as to post your upstream and downstream stats (To access open a browser, navigate to 192.168.0.1 if in router mode or 192.168.100.1 if in modem only mode, just click on "> check router status" in the middle of the screen)

 

Thanks

Nicola

Virgin Media Forum Team
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MattMellow
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Message 3 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hi,

Yeah he came in and changed something in the box outside. Speeds are still low and very unstable. Somebody was booked next Friday to connect a new cable that runs through my street so hopefully that will solve the problem.

Downstream

Downstream bonded channels
Channel
Frequency(Hz)
Power
(dBmV)
SNR
(dB)
Modulation
Channel ID
1
170750000
6
37.6
256 qam
1
2
178750000
6.3
38.6
256 qam
2
3
186750000
6.8
38.6
256 qam
3
4
194750000
6.9
38.6
256 qam
4
5
202750000
5.9
38.6
256 qam
5
6
210750000
6.4
37.9
256 qam
6
7
218750000
6.8
27.3
256 qam
7
8
226750000
6.3
28.6
256 qam
8
9
234750000
7.5
38.6
256 qam
9
10
242750000
6.9
38.6
256 qam
10
11
250750000
6.3
38.9
256 qam
11
12
258750000
7.4
38.6
256 qam
12
13
266750000
6.3
38.6
256 qam
13
14
274750000
5.9
38.6
256 qam
14
15
282750000
6.9
38.6
256 qam
15
16
290750000
6
38.6
256 qam
16
17
306750000
7
38.9
256 qam
18
18
314750000
5.8
38.9
256 qam
19
19
322750000
6.9
38.6
256 qam
20
20
298750000
6.5
38.6
256 qam
17

Upstream

Upstream bonded channels
Channel ID
Frequency(Hz)
Mode
Power
(dBmV)
Modulation
Channel Bandwidth(Hz)
Symbol Rate (ksps)
28
25800000
ATDMA
50.5
64 qam
6400000
5120
29
53700000
ATDMA
50.5
64 qam
6400000
5120

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Message 4 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hello MattMellow

Thanks for the information, upstream power level is a little bit too high but as you say it looks like we will be doing some work in a couple of days. Once that is complete please let us know if it all improves.

Thank you

Nicola

Virgin Media Forum Team
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MattMellow
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Message 5 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hi,

I've been in touch with support for past 3 weeks. I've had two teams of engineers sent to my house to check the problem. First one said it's an old cable connected to my house so he booked another engineer to come and connect me to a new one. They came and said there is nothing wrong with the cable outside cause their devices said so. Then they've changed all the wires and insides of the box inside my house going to the Hub. Still nothing. Gone up to 70mb for a sec and that's it back to 20mb. They blamed the Hub and told me to request a new one. Online support ran some diagnostics on my PC, they found something and contacted network team. Network team put a 'fix' down that lasted 30min. The speed started fluctuate again and gone back to 20mb. Today after engineers visit I contacted support again. He booked an engineer to check everything again along with the HUB. He told me to RESET the HUB as well so I did. Now speed dropped even lower to outstanding 7mb out of 200mb I pay for... I find this disgraceful. 3 weeks and nothing been done.

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theonlyianf
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Message 6 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

I have vivid 100 and I'm getting 5-6 mbps download speed but Virgin only give a damn if you're a new customer

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Jay3
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Message 7 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Same experience here.

I thought this may be related to Virgin hardware at first but found out that it's actually due to something Virgin refer to as high utilisation in the area. This basically means too many people are hammering the service in the area and Virgin servers can't cope with the demand. I've phoned Virgin 5 times in the past two weeks and been put on hold and left there by at least the same number of customer services agents and one so called manager. I was informed that this issue might not be resolved until September and only affects "some" customers in the area. Therefore, Virgin don't think it's worth letting their customers know as they don't want phone lines to be inundated with calls.

This also means you won't get any discount unless you happen to spot the issue and complain as we have. If you don't then Virgin will continue to charge you full price as normal even though they "might" very well be aware of ongoing issues in your area that make it near impossible to receive the speeds you are paying for. In terms of discount, don't expect much at all. I don't know how this is in any shape or form ethical, but you can only expect a maximum of £10 compensation for the disruption to your service per month. Staff all appear to be trained to quote Ofcom recommendations in this area with absolutely no leeway whatsoever, so don't even bother wasting your time arguing as I did.

There was a time when I would recommend Virgin highly to just about anyone, but things appear to be changing for the worst and this is no longer the case.

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rakatan
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Message 8 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Well said!

As an ISP they definitely have an ability to measure the quality of the service they provide.. Choosing to ignore the metrics only shows that they are looking for the most economically beneficial ratio where they can ignore the quality expectations (and thus save the cost of the required fixes/upgrades) and hope that their customers don't notice (that they don't get what they're promised). Short term it will save them some cash. Long term it's just damaging their brand..

I do hope that Virgin will consider making quality of their service as a major part of their strategy again.

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Forum Team
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Message 9 of 9
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Re: Paying for 200 VIVID GAMER and getting 20-30mb speed all day everyday.

Hi MattMellow, 

Thank you for getting back in touch, I am sorry to see you have continued to have trouble with your connection. 

I have taken a look and I can see your Upstream power levels are on the high side. I can see that you advised that you have had engineers in the past. I would like to get an engineer out for you and will request that it is a Principal Technician so we can try to get to the bottom of this issue. Other than the high upstream power levels I can't see any other issues from this side. 

I will pop you a PM to get this arranged. Keep an eye out for the Purple Envelope, top right hand corner. 

Speak to you soon. 

Emma


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