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matto15189
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Significant drop in speed in TF3 1SG area

For a number of days now I've found that there's a significant drop in the download and upload rates of my internet service. I've been monitoring it and it seems as though from around 8pm it's an absolute nightmare to do anything! I usually get around 52mbps on speedtest.net but have been dropping to 3mbps and have even seen less than 1mbps!

This is absolutely ridiculous and even web browsing is now becoming a painful task. I have also searched on the internet for anything that maybe causing issues in this area but can't find anything.

I would be grateful for any assistance on the matter as certainly since the 26th October it has been an absolute nightmare and I'm not happy with the services I'm receiving! They certainly aren't what I'm paying for and if I knew I would be getting these speeds, I may as well have stayed with TalkTalk.

Various tests I've tried:

Date

Time

Download rate mbps

Upload rate mbps

27/10/2016

22:31

2.73

3.06

 

22:37

4.06

2.68

 

23:45

9.11

2.98

28/10/216

09:15

51.73

3.06

 

09:25

54.14

3.15

 

18:18

19.58

3.21

 

18:55

8.87

3.16

 

19:15

37.52

3.23

 

20.41

22.12

3.17

 

20.45

4.32

3.14

 

21;30

16.21

3.14

 

21:35

7.96

3.16

 

21:45

15.85

3.08

 

21:50

6.21

3.14

29/10/2016

20:30

3.50

3.10

 

20:45

5.43

3.13

 

20:50

3.21

3.13

 

21:00

3.33

3.15

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Superuser
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Message 2 of 11
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Re: Significant drop in speed in TF3 1SG area

Slow speeds only at peak times (typically 4pm-11pm weekdays and weekends) is normally a symptom of high utilisation/contention in your area.

Somebody from the VM forum team should be along in a few days (up to a week) to check your connection and can confirm if there is a known issue with your segment of the network. If that is the case they should provide a fault reference and someone should inform you about your credit options for the lack of service via a PM. They should also be able to provide a review date for the fault. Note that it is a review date not an expected fix date and some customers affected by this kind of issue have been waiting years for a fix.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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matto15189
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Message 3 of 11
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Re: Significant drop in speed in TF3 1SG area

Thanks for the reply Scott. It has been very frustrating as up until now the service has been great and as I do online banking, even that has become a very painful task! I'll await a representative from Virgin Media and hopefully the issue will be sorted soon Smiley Happy

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matto15189
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Message 4 of 11
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Re: Significant drop in speed in TF3 1SG area

More speed tests from speedtest.net from today.

30/10/2016
17:15 DL rate 3.67mbps UL rate 3.14mbps
18:25 DL rate 7.63mbps UL rate 3.13mbps
18:35 DL rate 5.40mbps UL rate 3.02mbps
19:00 DL rate 5.05mbps UL rate 3.12mbps
19:05 DL rate 4.45mbps UL rate 3.11mbps

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Superuser
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Message 5 of 11
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Re: Significant drop in speed in TF3 1SG area

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread it will bump you to the bottom of their list.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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matto15189
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Message 6 of 11
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Re: Significant drop in speed in TF3 1SG area

Still no improvement, have also experienced drops according to Speedtest.net of 0.36mbps download rates which is ridiculous. Peak times or not, this isn't what I'm paying for nor the reason I left my previous ISP.

I have now written a letter of complaint.

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Forum Team
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Message 7 of 11
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Re: Significant drop in speed in TF3 1SG area

Hi matto15189,

 

Thanks for posting and a warm welcome to the community.

 

I'm sorry to see that you are experiencing slow broadband speeds.

 

I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F003339184 and with a review date of 14th December.

 

One of my colleagues will be in touch shortly with more information in regards to this issue.

Regards

Sam

 

 


New around here? To find out more about the Community check out our Getting Started guide


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matto15189
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Message 8 of 11
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Re: Significant drop in speed in TF3 1SG area

Just had a speed test of 300ms ping, 0.91 mbps download and 3.17mbps upload

This is to be frank, ridiculous. There's no point giving me a review date which has now been extended and I'm sure will be extended further from Feb to April no doubt. A small deduction from my bill doesn't cut it when the internet is at its worse when I am most likely to be using it (when I finish work) so, what am I paying for? This is rubbish! Was fine before October (October was when I first noticed this). This is your problem Virgin as the customer's have clearly not changed anything so get it sorted.

I am also being charged £33 next month which is also ridiculous! Would appreciate that someone looks into this. Speeds of 0.91 is a joke in this day in age. 

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Bartman007
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Message 9 of 11
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Re: Significant drop in speed in TF3 1SG area

Make a formal complaint , then after 8 week pass it to CISAS, follow my simple guide and you really cannot go wrong.

BTW TF2 here, almost 3 years of review dates, went to CISAS and now only pay half of my BB bill, but no network fix, I don't think it ever will, my next CISAS complaint will be in MAY 2017, they had a year to fix it, I think CISAS might be a bit more harder this time round, I would like a free BB service until its fixed, but I will have to wait and see what CISAS (or VM) will offer.

Hit them in their pocket, not yours.

Good luck.

Regards






----------------------------------------------------------------------------------------------------------------------




All the information I provide is available on Google Search, I just make it simple for you Smiley Happy
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matto15189
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Message 10 of 11
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Re: Significant drop in speed in TF3 1SG area

Thanks for the post.

I have already made an official complaint and spoken by telephone and also written a letter. Every step just seems a fob off. I think I will take your advice and escalate this to CISAS as I am not confident there will be a resolution to this issue any time soon, or in the near future and I am not willing to pay for this rubbish.

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