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carla_pt
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Slow speed area 21

Hi all,

I recently upgraded to 100 mb fibre optic (previously 2 years on the 70 mb contract), however internet speeds are just getting lower!

Having done speed tests on speedtest.net, sometimes I get only 3 mb download speed as shown bellow (this was taken on a Sunday morning, wifi on right next to a router and the only device connected). I try to restart the router with little success.

23757682_2234044503287853_1284078469_o.jpg

Here are the router details as requested in the guidance:

Network Log

First TimeLast TimePriorityError NumberDescription
 23/10/2017 00:45:32  23/10/2017 00:45:32  Error (4)  68010400  DHCP REBIND WARNING - Field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 27/10/2017 17:39:06  27/10/2017 17:39:06  Critical (3)  82000500  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 27/10/2017 00:48:01  27/10/2017 00:48:01  Critical (3)  2436694078  TOD established 
 16/10/2017 19:28:57  16/10/2017 19:28:57  Warning (5)  2436694062  Unicast DSID PSN startup error 
 16/10/2017 19:28:21  16/10/2017 19:28:21  Critical (3)  82000400  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 

 

Upload log

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)16QAM QPSK 16QAM 64QAM 64QAM 16QAMOff Off Off Off Off Off36 384 384 64 64 64396 6 6 396 396 3960 5 5 7 14 516 34 34 88 220 860 0 0 3 0 2822 48 48 22 22 22Fixed Fixed Fixed Short Short ShortOn On On On On On

Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (K)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler On/Off

 

Downstream

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8250750000 Hz 202750000 Hz 210750000 Hz 218750000 Hz 226750000 Hz 234750000 Hz 242750000 Hz 258750000 HzLocked Locked Locked Locked Locked Locked Locked Locked15 9 10 11 12 13 14 16QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM2566.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=171.8 dBmV 3.2 dBmV 2.7 dBmV 2.4 dBmV 1.8 dBmV 2.4 dBmV 2.1 dBmV 1.1 dBmV41.4 dB 41.7 dB 41.9 dB 41.9 dB 41.4 dB 41.9 dB 40.9 dB 40.8 dB

Frequency (Hz)
Lock Status(QAM Lock/FEC Sync/MPEG Lock)
Channel ID
Modulation
Symbol Rate (Msym/sec)
Interleave Depth
Power Level (dBmV)
RxMER (dB)


Thanks in advance for your help!

Carla

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Re: Slow speed area 21

Hello Carla

 

I am sorry you are having problems with broadband speed. Your line and hub look good however we are aware of an issue with high peak time traffic on your segment. We would like to carry out some remedial work, the reference is F004665175 with a review date currently showing 10 JAN 2018. Please accept our apologies.

 

Thank you

Nicola

Virgin Media Forum Team
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carla_pt
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Re: Slow speed area 21

Dear Nicola,

Unfortunately, I wish it was just a problem at peak times. As you can see in the tests below, a lot have been done in "off peak" periods and still we never get not even half of the speed we pay for. I feel that the service is misleading and regret having upgraded my package. If this continues unfortunately we will have to look at other internet operators and frankly the 10th January seems too far away for remedial work to take place.

Regards,

Carla Freitas

 

IMG_2576.PNG

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Re: Slow speed area 21

I'm sorry to hear about this carla_pt and many thanks for updating the thread.

 

I've checked things from this end for you and from what I can see, it appears the connection performance has improved. Is this the case?

 

Let me know if I can assist further,

 

Nat_J

 

 

 


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carla_pt
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Message 5 of 12
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Re: Slow speed area 21

Dear Nat,

Thanks for your message.

I wish I could say the speed has improved, however as you can see from further tests it remains very inconsistent and unfortunately much lower than what we pay for. Unfortunately I will be forced to follow the Off Com procedure for a formal complaint as I even though I am still under the 12 month contract (after a so called upgrade" in October) I do not want to continue paying premium for such a slow internet connection.

image_6483441.JPG

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rodolfograve
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Message 6 of 12
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Re: Slow speed area 21

@carla_pt Has your issue been solved? After waiting 4 years for VM to fix an overutilisation issue in area 21 I'm thinking about coming back, but I need to know they have stopped the practice of overselling and misleading their customers with false promises of solving problems. Did you stay with Virgin Media? Are you now getting the full speed you pay for?

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carla_pt
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Re: Slow speed area 21

Hi Rodolfo,

Unfortunately not, been a costumer for 2+ years and with speeds declining over time made the mistake to upgrade last October from 70 to 100 mb.
Big mistake as now bound on a 12 month contract.
Will certainly not recommend virgin on this area as at best I am getting half of the speed I pay for, but more
often even less than that...
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rodolfograve
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Re: Slow speed area 21

Thanks for sharing.

I can't believe they are still having the same issues after more than 6 years! My Sky Broadband is not great but it has been much better than Virgin Media. Like other people in this forum, I was able to get out of my Virgin Media contract without paying any fees after complaining, then moved to Sky which as I said is not great either in this area, but is never unusable.

Best luck!

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Message 9 of 12
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Re: Slow speed area 21

Hi carla_pt, 

 

Thanks for getting in touch, I am sorry to see that you have been having trouble with your speeds. 

 

I have taken a look and I can see that your upstream power levels are too low which can cause speed issues. 


I would like to get an engineer out tot take a look at this for you. 

 

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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rodolfograve
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Re: Slow speed area 21

Hi Emma.

Are you saying that there is no general overutilisation in this area (21) and that carla_pt's problems are just an issue with her router's configuration?

As I said above, I'm thinking about coming back to Virgin but after several years waiting for you to fix the overutilisation issues I want to be very sure they are now over.

Cheers

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