Menu
Reply
  • 6
  • 0
  • 1
danbwest
Tuning in
333 Views
Message 1 of 20
Flag for a moderator

Seriously slow evening speeds SM7

For the past 3 weeks I have been getting seriously slow evening DL speeds. Completely fine during day, hitting 50Mbps (what I'm paying for)... However at times like now, I am get 3-5Mbps. It's shocking.

Made contact with Virgin last night, who informed me of a problem in my area (even though there has been nothing logged since speaking to him or prior our conversation???) and the gent informed me everything would be sorted by this afternoon. Sadly, this is not the case.

Have completed the usual router reset, submitting problems online, even talking to technical support over the phone, but still no luck... Can anybody suggest what else I can do to get my speeds I'm paying for!?

Thanks to all for reading

Dan
  • 6
  • 0
  • 1
danbwest
Tuning in
329 Views
Message 2 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

Incase of any help


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 290750000 266750000 274750000 282750000 298750000 306750000 314750000 322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 164 161 162 163 165 166 167 168
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth 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 I=12
J=17
Power Level (dBmV) 5.22 4.47 4.60 5.12 5.31 5.47 5.61 5.81
RxMER (dB) 38.98 37.94 38.26 38.26 39.40 39.40 38.98 38.98
Pre RS Errors 8215 8390 7811 6564 6196 6144 5352 5958
Post RS Errors 285 298 1045 948 1017 1033 298 948



Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 49 N/A N/A 51
Frequency (Hz) 45800000 N/A N/A 27400000
Ranging Status Success Other Other Success
Modulation 64QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 49.25 N/A N/A 47.96
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 2
T4 Timeouts 0 0 0 0





0 Kudos
Reply
  • 55
  • 2
  • 18
SlowSM7
Dialled in
310 Views
Message 3 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

This has been going on for probably 6 months or more.  Virgin don't publish that there is an issue locally when you run a test but a significant number of people have it logged (Virgin told me over 100).  I call regularly, have an outstanding complaint and just keep getting excuses and a fix date that gets put back 6-8 weeks every time it passes.  Latest date is end July, after mid May and a date before that as well since I logged the issue.  I wouldn't trust anything you are told about a resolution date, it's just to send you away for a while.  I was recently told by someone at Virgin that these issues can take up to a year to resolve. Oh and no one will bother to call and update you.

Amazing how Virgin can spend so much on TV and Media advertising to recruit new customers but can't invest in technical resources or customer service for the ones they have got.  Anyone at Virgin listening? Certainly no one who can make a difference. Woeful.

0 Kudos
Reply
  • 55
  • 2
  • 18
SlowSM7
Dialled in
304 Views
Message 4 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

VM.JPG

This is what VM are saying for my area today, don't believe a word of it.  It should say "long term utilisation issue" that someone might bother to fix at some point in the future.  I had also just signed up for 50Mbps as the previous service was slow before I was then told there's a local issue..

0 Kudos
Reply
  • 55
  • 2
  • 18
SlowSM7
Dialled in
270 Views
Message 5 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

VM - anyone there? and willing to comment on SM7 problems and provide some facts. I called during the week and am still waiting for a call back from the mystery person who is seemingly "managing" my complaint and has been trying to contact me. Try my home number, I rent the line through you
0 Kudos
Reply
  • 6
  • 0
  • 1
danbwest
Tuning in
268 Views
Message 6 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

I phoned VM again last night. Spoke to a helpful person, who informed me there are on going works in our area (which I can confirm as I have seen VM engineers working at our exchange) and apparently the fault is expected to be fixed on 21st of this month. They have put a 50% refund on each day there is a loss of service - which will continue until the fault is fixed. The reason for 50% is because it works fined throughout the day - just not in evening.

Get on the phone, request information on the fault, then query what is going to happen the fact you are paying full price for a service you are not receiving.

Hope to be of help.
Dan
0 Kudos
Reply
  • 9.1K
  • 300
  • 978
Forum Team
Forum Team
250 Views
Message 7 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

Hello Dan

 

Welcome to our forum, sorry we didn't get to you earlier, thanks for calling in. 

As you mention there seems to be a couple of issues affecting your connection. The area traffic has exceeded our thresholds and we would like to do some upgrade work ref F004082892 review date showing the end of July. Also we are having some issues with intermittent noise on the upstreams, this may impact speed and stability at times. We are aware and doing our best to track it down ref F004454952 estimated fix 13/06/2016. Please accept our apologies and ask us for an update any time

 

Thank you for your patience

Nicola

Virgin Media Forum Team
0 Kudos
Reply
  • 553
  • 16
  • 190
Parki79
Rising star
247 Views
Message 8 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

This contention issue may last a few years so it would be worth you using the fault reference for this to claim back credit each month for the poor service in the evenings and weekends you are having to tollerate. VM are famous for this and are very reluctant to spend money on this sort of thing. 




I am in a Virgin Over Utilised Area - F003476231 - Never Ending Fault.
0 Kudos
Reply
  • 6
  • 0
  • 1
danbwest
Tuning in
224 Views
Message 9 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

Dear Virgin Media,

 

7 weeks into experiencing my internet problems, still my problems continue.. Infact, they are now worse than what they were before. Download speeds this evening are averaging 1MB max. What tops it off, is that we have received a text message from you saying that all problems are fixed. This as I am sure you can imagine is highly frustrating. 

Furthermore, I find it increasingly infuriating that there appear to be many more people in my area (area 20) suffering with the same problem and nothing appears to be happening. 

When I signed up to virgin nearly a year ago, there were no problems - Why this has all of a sudden just happened, I cannot understand, and no one seems to care about fixing the problem.

My contract states I have signed up to speeds of 50Mb. I would expect some fluctuation at busy times down to 35-40Mb. However, speeds of 0.5-5.0Mb is simply unacceptable. I find this a breach of my contract from your side and I will be expecting a full refund for June and July 2016. I will also be seeking another company to supply my broadband to me, one that works. 

Regards,

Daniel West

0 Kudos
Reply
  • 9.1K
  • 300
  • 978
Forum Team
Forum Team
206 Views
Message 10 of 20
Flag for a moderator

Re: Seriously slow evening speeds SM7

Hello Daniel

 

I am really sorry you are still having slow speed problems, we have moved your connection to a new server and the traffic levels are looking much better so i wonder if anything else is causing a problem. At the moment all your devices look to be connected by wireless, would it be possible to try a speed test when connected sans wireless with an Ethernet lead using www.speedtest.net leaving the default server please.

 

Thank you

Nicola

Virgin Media Forum Team
0 Kudos
Reply