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icantsync
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Poor broadband speeds.

Hi,

Over the last few weeks my broadband had gotten slower and slower when browsing the web.

Streaming videos on my TV is fine. Browsing the web in any other devices, wired and wireless is nearly unusable.

This is the case whether the TV is being used for Netflix or not.

We have a cabled connection into the router from my PC. I can only get on average 30mb down and 4mb up.

I'm paying for 200mb.

I've reset the router numerous times.
I've run the VM troubleshooter and restarted the router at the end of this process.

What what can be done to get back to a 100mb plus download speed please.

Thanks,

J
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Re: Poor broadband speeds.

Hi icantsync,

Sorry to hear you're getting poor speeds. I've just checked your connection and can see there is a contention fault open in the area under ticket F003838677. This will cause poor speeds at peak times and is due for review 22/02/17.


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icantsync
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Re: Poor broadband speeds.

Thanks for the response.

Is there any way I can keep an eye on that contention fault in my area to see when it has been resolved please?

Many thanks,

J
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icantsync
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Re: Poor broadband speeds.

Good afternoon.

 

Thanks for the update. Virgin support did not mention a contention issue when I called them, also it is not mentioned on the Service status pages for my area.

Is there any way to keep an eye on the progress of this issue please?

Virgin support claimed to have upgraded the firmware on my Superhub, we haven't been asked to reboot the device and while the engineer was on the phone I saw no evidence of dropped packets. Is there anyway of seeing the update history for my SuperHub's firmware?

 

Many thanks,

 

J

 

 

 

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Re: Poor broadband speeds.

Hi there icantsync,

 

Thanks for getting back to us about this.

 

I'm sorry for the connection fault experienced.

 

I've had a look into this from our end and the fault mentioned by John_G is now present via the account.

 

I've passed this information on to another team to monitor.

 

I've also sent you a private message so that we can chat about this some more.

 

Speak to you soon,

 

Nat_J


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