Menu
Reply
  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,543 Views
Message 1 of 114
Flag for a moderator

The dreaded 'speed upgrade' that is a 'downgrade'

OK, been on the 20mb package for a couple of years, consistently got 18-20 meg all day long, every day, weekends included. Never dropped below 16, EVER....

'upgraded' free to the 50mb package and superhub2 couple of weeks ago....now, can't get more than 7-8 meg...EVER, no matter what time of day/night, or what day of the week.

So much for an 'upgrade', appears to me to be a 'downgrade'.

Sadly, had MASSIVE problems trying to get the hub to activate, when it arrived, and finally took MONTHS!! and only a timely intervention on this forum from Jen-A sorted the problem. 

 

Reading other posts on here regarding ' up/downgrading' I just KNOW that any response from VM is going to be the standard 'I've looked at this and it appears that this is a high utilisation fault, ref xxxx to be reviewed in xxxx.

 

Really wish now I had stayed on the old 20meg., because that ALWAYS gave me 18 at least,.(no 'high utilisation' there then??)  not the 4-5-6 or at very best 9meg  of the 'increased speed' I'm supposed to get..

 

OK, I know it was a free 'upgrade' but I'm worse off for it....

 

And, to rub my nose in it, just had a circular from VM to 'go even faster'  by offering me 120meg!!!

Considering they can't even give me the 50meg they are pushing it a bit!! Smiley Mad

  • 1.15K
  • 68
  • 183
Nex
Knows their stuff
2,534 Views
Message 2 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Hi Hugh.


It sucks when things don't quite work as intended.

 

Older DOCSIS devices were quite happy with "noise" on the line. The newer kit pushing more data down the line isn't quite as happy as you'd understand.

 

It might be prudent to post your upstream and downstream logs from the superhub, and hopefully a VM staff will check your connection and respond as necessary.

 

It might be down to SNR issues, that can be rectified by a short engineer visit.

 

Or worst case scenario, your area is under heavy utilisation. In that case, very little can be done to resolve the issue.



Random signature here... I'll get back to this some day!
0 Kudos
Reply
  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,502 Views
Message 3 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Hi Nex,

 

Hope these come over OK as requested, (might need formatting though) 

 

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)298750000266750000274750000282750000290750000306750000314750000322750000Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLockedChannel ID125121122123124126127128Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAMSymbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000Interleave DepthI=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17Power Level (dBmV)-3.49-2.65-1.97-3.61-3.50-2.95-1.95-1.90RxMER (dB)37.9437.9438.2637.6438.2638.2639.4039.40Pre RS Errors24656467821532251342151175991607215918Post RS Errors12562912915989139033291481

 

Upstream US-1US-2US-3US-4Channel Type2.0N/AN/A2.0Channel ID5N/AN/A6Frequency (Hz)39400000N/AN/A32600000Ranging StatusSuccessN/AN/ASuccessModulation16QAMN/AN/A16QAMSymbol Rate (Sym/sec)5120000N/AN/A5120000Mini-Slot Size4N/AN/A4Power Level (dBmV)47.75N/AN/A45.25T1 Timeouts0000T2 Timeouts0000T3 Timeouts4000T4 Timeouts0000

 

Network LogFirst TimeLast TimePriorityError NumberDescription01/02/2015 19:59:35 GMT01/02/2015 19:59:35 GMTWarning (5)66050310Auth Success - Web login successful.01/02/2015 17:01:28 GMT01/02/2015 17:01:28 GMTError (4)68010100DHCP RENEW sent - No response for IPv401/02/2015 06:53:29 GMT01/02/2015 06:53:29 GMTError (4)68010100DHCP RENEW sent - No response for IPv429/01/2015 04:35:24 GMT29/01/2015 04:35:24 GMTError (4)68010302DHCP WAN IP - 81.108.250.20329/01/2015 04:34:50 GMT29/01/2015 04:34:50 GMTError (4)68000407TOD established29/01/2015 04:34:31 GMT29/01/2015 04:34:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out29/01/2015 04:34:30 GMT29/01/2015 04:34:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out29/01/2015 04:34:27 GMT29/01/2015 04:34:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out29/01/2015 04:34:24 GMT29/01/2015 04:34:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out29/01/2015 04:34:16 GMT29/01/2015 04:34:16 GMTNotice (6)84000510Downstream Locked Successfully29/01/2015 04:33:34 GMT29/01/2015 04:33:34 GMTError (4)68010100DHCP RENEW sent - No response for IPv429/01/2015 02:35:33 GMT29/01/2015 02:35:33 GMTError (4)68010100DHCP RENEW sent - No response for IPv428/01/2015 22:39:32 GMT28/01/2015 22:39:32 GMTError (4)68010100DHCP RENEW sent - No response for IPv428/01/2015 14:47:28 GMT28/01/2015 14:47:28 GMTError (4)68010100DHCP RENEW sent - No response for IPv427/01/2015 23:03:23 GMT27/01/2015 23:03:23 GMTError (4)68010100DHCP RENEW sent - No response for IPv423/01/2015 03:40:37 GMT23/01/2015 03:40:37 GMTError (4)68010302DHCP WAN IP - 81.108.250.20323/01/2015 03:40:03 GMT23/01/2015 03:40:03 GMTError (4)68000407TOD established23/01/2015 03:39:45 GMT23/01/2015 03:39:45 GMTCritical (3)82000200No Ranging Response received - T3 time-out23/01/2015 03:39:43 GMT23/01/2015 03:39:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out23/01/2015 03:39:42 GMT23/01/2015 03:39:42 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

Hoppefully it's something simple and can be sorted, otherwise if it's the dreaded 'Utilisation' I want my old router back, and I'll go 'downgrade' to my original SLOW 20mb, which was faster than this 5meg/supposed 50meg upgrade.

 

God only knows what speed I'd get if I paid for the 100mb, 

 

Why oh WHY, are VM allowed to sell what they do not have??Why pester customers to 'upgrade' when they KNOW that they can't deliver what they are touting about?? Smiley Sad

 

My old 20meg was rock solid, 24hours a day, 7 days a week. This 50 meg is poor at the best of times, (5 meg!) at the worst of times it actually slowed right down to 1.7meg!!!!

 

Even if it was a 'free' upgrade, I'm still not getting the 20 meg I am currently paying good money for!!!: smileymad:

0 Kudos
Reply
  • 14.38K
  • 640
  • 1.45K
Moderator
Moderator
2,474 Views
Message 4 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Hi HughJarsse,

 

I'm afraid it's not the news you were hoping for. Everything looks fine on your connection but there is a utilisation fault open for the area under ticket F003518335. The review date for this is due 01/04/15.

 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply
  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,463 Views
Message 5 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

So, 2 months of signing up new customers who will 'utilise' the existing service, (degrading it even more!!) before VM even deign to 'review' the situation.

Then, they will decide that they can't be bothered to do anything about it, re-schedule the review for another 6 months, (meanwhile, signing up new customers, who will further 'utilise' the system, degrading  it even more, (and receiving even more complaints form disgruntled customers who feel 'conned' by VM advertising!!)

Seriously annoyed that VM don't at least have the decency to warn existing customers that they will suffer  a 'downgrade' when they accept the 'free' upgrade..

20 meg  broadband I had, stable, consistent, never less than 17 meg, all day, every day, without any fuss or bother.

Now, I have 50 meg broadband that runs SLOWER than my previous one, I currently get 7 meg if I am lucky, 5 at best??

Yet for the same money?? At least have the decency to return my old modem and put me back on the 20 meg I was on.

Don't mind paying for something, but not happy at paying for something I am NOT GETTING!!

 

VM should NOT be signing up new customers, promising what it cannot deliver, AND treating existing customers as if they have no rights at all.

 

This doesn't just suck, it really STINKS!!

 

  • 9.97K
  • 291
  • 624
Forum Team
Forum Team
2,435 Views
Message 6 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Hi HughJarsse, 

 

Thanks for getting back to us Smiley Happy

 

I can appreciate your frustrations, there is nothing more irritating than slow speeds, I've been there myself and I remember how annoying it used to be.

 

As for the bills, we don't expect anyone to continue to pay full price when we have a fault like this. You are entitled to a credit for the loss of service. Please ensure you give our Customer Services team a call on 150 free from a VM landline or 0345 454 1111 and they will apply it to your account. 

 

Once again please allow me to apologise for this, 

Let us know if there is anything we can help with. 

 

Take care. 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,418 Views
Message 7 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Hi Heather,

 

Really wish I could have my old modem back and had never been 'conned' into this 'free upgrade'

Would rather be paying the right money and getting the right speeds to be honest.

 

Dissapointed that VM are persistantly pushing these upgrades when they KNOW full well that they are unsustainable. Better ro let people be content with what they have rather than 'promises of riches' that only leads to people turning against VM because of the overselling of services.

 

Was quite happy on 20meg, getting 17-18 consistently, 24/7, yet now lsee than 10% of the promised speed 24/7.

All due to 'over utilisation' (which it appears from some of the forum posts to never get fixed, just continually slipped review dates.)

 

Has any of these 'high utilisation' problems ever been fixed? don't see any forum posts to say so??

 

PS, have AGAIN to day received another load of 'bumph' from VM offering me 120meg broadband upgrade, blazingly fast!!

 

Very much a JOKE I presume??

 

 

So, it seems that a monthly call to obtain a credit is all thet will happen, (if you can wait the however long it takes to get someone on the service dept phonelines. (God there must be SOOO many of us waiting on those phones!)

  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,403 Views
Message 8 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

So, tonight, we have a staggering 3.8meg download speed........from a promised 50meg!!!!!

Upload speed is 2.4meg, almost as fast as the download for goodness sake!!!

 

Day after day this is the best I can achieve!!!

Check out these 'superfast broadband' speeds!!!

 

http://www.speedtest.net/my-result/4108209619
http://www.speedtest.net/my-result/4108456794
http://www.speedtest.net/my-result/4111278680
http://www.speedtest.net/my-result/4113785017
http://www.speedtest.net/my-result/4117004702

 

For supposed 50 meg, they are PATHETIC....

 

All there is is the promise of a 'review' in April!!!

 

 

Seriously,  VM cannot justify this....

 

Maybe my best chance to get decent broadband is to leave VM, and go Sky....taking my phone/tv/broadband and mobile with me, and spend the £100 a month that VM steals from me on something at least approaching a half decent service for the money...Currently we have TV fault (engineer supposed to be working on it since Jan 22nd!!) and this stupid broadband fault as well, 

 

Can'y really be **bleep**d with refunds or retentions at a cheaper? rate. Just a months termination notice and goodbye VM....

0 Kudos
Reply
  • 885
  • 35
  • 477
HughJarsse
Well-informed
2,377 Views
Message 9 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Right, so phoned in today (35 mins for heavens sake!!!) to get this rebate for a 'high utilisation fault' as suggested.

Yeah, right.....

The 'person' on the other end of the phone (I assume it was?? might have been an alien for all the sense I got out of them) informed me that apparently there is no problem with my broadband, and I am not eligible for any rebate??? 

 

So, there we have it.....

 

Looking to move to BT/Sky......

 

Fed up with being messed about by a load of shysters, selling what they are unable to provide....

 

Promise after promise after promise......that's all VM is...all promise and NO action.....

 

If they were honest, and said before they 'upgraded' my 20meg down to a 5 meg from 18meg, I wouldn't have bothered.

 

So guys, kiss goodbye to £100+ a month you have been taking from me, 'coz it ain't gonna happen any more....

BT/Sky may not be faster, but at least they ARE honest about their products....

 

With VM, you certainly DON'T get what you pay for, that's for sure.... Months notice will be on it's way as soon as I get BT/Sky to sort out a package...

  • 1.15K
  • 68
  • 183
Nex
Knows their stuff
2,351 Views
Message 10 of 114
Flag for a moderator

Re: The dreaded 'speed upgrade' that is a 'downgrade'

Ringing on a Saturday night / Sunday will give bad results. You'll get offshore.


Ring retentions tomorrow and hang up if you get offshore.

 

Use the option "thinking of leaving us", and quote the fault reference F003518335.

 

They work Mo-Sat 7pm? I think

 

 



Random signature here... I'll get back to this some day!
0 Kudos
Reply