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jk1970
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Message 1 of 14
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Slow BN15 Broadband Speed

I have really stupid broadband speed in the BN15 area, i am getting 30 to 40 Mbs from a 200Mbs service, spoken to the broadband help team who reset box and update box and still slow, they say there is no issues but sorry there is its soo slow.

A week ago we had no service and called the same team who claimed it was my router only for me to speak to neighbors who also had the same issue and then the issue was down to a server being down.

Not got any faith in Virgins broadband help team, you can hear them talking to each other and saying following the sheet, so they are not really much more then following a crib sheet, this is not technical support.

Come on Virgin you want my money and i am not getting the service?

Please assist.

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jk1970
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Message 2 of 14
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Re: Slow BN15 Broadband Speed

This is what i am getting even after the Broadband team tell me they have resolved the issue which they clearly have not, they kept saying about wireless when i kept telling them its wired, do not think they know what they are doing, sorry Virgin time to update your broadband team to people who know what they are doing.

Broadband speed test

Download :: 82.6 Mbps 10.3 MB/s

Minimum :: 56.21 Mbps | Middle :: 82.69 Mbps | Maximum :: 88.77 Mbps

 

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jk1970
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Message 3 of 14
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Re: Slow BN15 Broadband Speed

Called again and they still claim to have no issues despite me telling them to look on here with the many posts of issues.

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gummyle10
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Message 4 of 14
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Re: Slow BN15 Broadband Speed

your lucky I pay for 300mb and I only get 20mb to 30mb they tell me its upgrading there service this been going on now over 9 months they just tell you rubbish keep ringing them up demand a refund I been in touch with Ofcom as they were told we all get the max speed we paid for all the time well that's a big lie
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jk1970
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Message 5 of 14
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Re: Slow BN15 Broadband Speed

Sorry to hear of your issues, i have the new 300mb service starting this week and have now got an engineer coming out this Friday, i had no issues until around a week ago when we lost service altogether.

When i spoke to the loss of service team they said they could not offer a refund as i have not lost the service its just slow, i did point out that i am not getting what i paid for and they did offer some alternatives but all i want is the service i had a couple of weeks ago.

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jk1970
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Message 6 of 14
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Re: Slow BN15 Broadband Speed

Super hub downstream 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)202750000210750000218750000226750000234750000242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)3.313.363.263.103.033.022.962.87
RxMER (dB)38.2638.6138.2638.2638.9838.6138.2638.26
Pre RS Errors690679425355332363419463
Post RS Errors290294303287306306339292
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jk1970
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Message 7 of 14
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Re: Slow BN15 Broadband Speed

Super hub upstream

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A6364
Frequency (Hz)N/AN/A2740000053700000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A16QAM16QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A44.0046.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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jk1970
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Message 8 of 14
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Re: Slow BN15 Broadband Speed

Network log,

Network Log

First Time Last Time Priority Error Number Description
12/03/2017 14:25:56 GMT 12/03/2017 14:25:56 GMT Error (4) 68010302 DHCP WAN IP - #########
12/03/2017 14:25:01 GMT 12/03/2017 14:25:01 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/03/2017 14:23:00 GMT 12/03/2017 14:23:00 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/03/2017 13:24:53 GMT 12/03/2017 13:24:53 GMT Error (4) 68010302 DHCP WAN IP - #########
12/03/2017 13:23:59 GMT 12/03/2017 13:23:59 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/03/2017 13:08:08 GMT 12/03/2017 13:08:08 GMT Error (4) 68010302 DHCP WAN IP - ############
12/03/2017 13:07:13 GMT 12/03/2017 13:07:13 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
11/03/2017 12:54:15 GMT 11/03/2017 12:54:15 GMT Error (4) 68010302 DHCP WAN IP - ##########
11/03/2017 12:53:38 GMT 11/03/2017 12:53:38 GMT Error (4) 68000407 TOD established
11/03/2017 12:53:32 GMT 11/03/2017 12:53:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/03/2017 12:53:27 GMT 11/03/2017 12:53:27 GMT Notice (6) 84000510 Downstream Locked Successfully
11/03/2017 12:41:29 GMT 11/03/2017 12:41:29 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
08/03/2017 20:38:28 GMT 08/03/2017 20:38:28 GMT Error (4) 68000411 TOD error 4633 msec
06/03/2017 17:11:13 GMT 06/03/2017 17:11:13 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
06/03/2017 17:11:09 GMT 06/03/2017 17:11:09 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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jk1970
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Message 9 of 14
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Re: Slow BN15 Broadband Speed

Anyone from the technical team going to advise of my issues that i am paying for and not getting??????????????

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jk1970
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Message 10 of 14
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Re: Slow BN15 Broadband Speed

Another day of silence and no one from the Virgin team to help?????????????????????????????????????????????????????

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