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Steve68
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Message 1 of 17
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VERY slow internet. Had enough.

I've been with Virgin media for many years (I still have an NTL email address) and every few months I seem to be complaining about the same thing. My internet is now slower than it's ever been with youtube constantly buffering, sites unresponsive and wifi signal stronger from my neighbours BT router 3 houses away than my own modem / router.  After many visits to speedtest.net the best speed I can achieve is 4.6mbps.  Download speed is 0.6!!!!  

This really isn't good enough and I'm sick of being told it's "heavy traffic" or "Reboot your modem and it will be fine" which it never is.  Even my Tivo box is slow. 

I have broadband, TV, 4 mobile phones and home phone with Virgin and I'm seriously considering packing the lot in and jumping ship.  I've been a good customer and my bills are always paid promptly and call me old fashioned, but I believe in getting what I pay for and at the moment I'm not which annoys me.  As a tradesman my customers expect me to deliver the job I promise them. If I fail I don't get paid.

More annoying still is that I have just hung on the phone for 10 minutes after dialling 150 only to hear those infuriating words "the other person has cleared."

This is happening all to often. Poor service and being cut off.

NOT happy at all!!!!!


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Superuser
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Message 6 of 17
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Re: VERY slow internet. Had enough.

Ref: waffle: I meant if I wrote a full post full of waffle, not that your post was waffle Smiley Tongue.



Peak time is (roughly) 3pm-midnight + all the time at weekends. This is largely when most VM problems occur.




Are you testing wired or wirelessly?
What speeds do you actually get?


Can you go to 192.168.0.1 in your browser, don't log in. Instead hit the router status button (top right for superhub1/2). In the next screen go to 'downstream' 'upstream' and 'network log' sections and copy and paste all the information from there to here. Don't worry about formatting. If you get a HTML error when posting, just hit post again and it will post.
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Superuser
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Message 2 of 17
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Re: VERY slow internet. Had enough.

If it's been said to be heavy traffic / over utilization/peak time contention, the only advice we can give over the forum is to find another provider.
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Steve68
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Message 3 of 17
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Re: VERY slow internet. Had enough.

In all due respect Shafreya, that reply was as much use as a one legged man in a bum kicking competition.

I have just contacted VM and I was told I would receive a one off "partial" refund on my next bill.  This is apparently enough to see me through until some time next year when the network will be upgraded. The operator couldn't even tell me how much it would be and when I asked to speak to billing I was questioned why rather abruptly. I pay my bills so I should be able to speak to whom I request. Absolutely useless.  

Come January when my bill is renewed I'm looking at pastures new. I have spent many years with VM and NTL but enough is enough.  Even as I type my Tivo box is stuttering like Arkwright on a bad day and youtube is unwatchable.  

If you can't provide a service, don't advertise that you can.  

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Superuser
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Message 4 of 17
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Re: VERY slow internet. Had enough.

Might seem a useless reply to you, but writing a post full of waffle to try and make you stay with a failing service just isn't right.


If (not just yourself) anyone has over utilization/peak time issues going on, find another provider. Over utilization lasts between 1-2 years before a good enough fix happens that it's 'gone' (they do multiple stages of fix, from smaller(cheaper) to bigger, escalating if the previous one didn't do enough) but they will continue to sell while it's happening which just makes it worse.


Phone staff will give you 'fix dates' as their scripts tell them to. The dates are ONLY review dates and NOT FIX dates.
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Steve68
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Message 5 of 17
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Re: VERY slow internet. Had enough.

That's better Smiley Happy  Much more informative thank you.

So, is a peak period time 1 or 2 am?   Or possibly 5am?  The reason I ask is because my internet is so slow ALL the time no matter when I use it.  So is my Tivo box.  My argument is that I am paying for a service that VM isn't, providing.  So why should I pay full whack for a poor service?  My wife looked on their facebook page today and the complaints are stacking up quickly.  

I pride myself on having a good reputation in my work and I charge for the job I do. And I do it properly.  If you can't cash a cheque, don't write it.

I did finally get through to 150 who were as much help as an ashtray on a motorbike.

Also, my post was my opinion not waffle thank you.

So yes, come January I will be moving to Sky or BT unless it gets sorted out.

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Message 6 of 17
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Re: VERY slow internet. Had enough.

Ref: waffle: I meant if I wrote a full post full of waffle, not that your post was waffle Smiley Tongue.



Peak time is (roughly) 3pm-midnight + all the time at weekends. This is largely when most VM problems occur.




Are you testing wired or wirelessly?
What speeds do you actually get?


Can you go to 192.168.0.1 in your browser, don't log in. Instead hit the router status button (top right for superhub1/2). In the next screen go to 'downstream' 'upstream' and 'network log' sections and copy and paste all the information from there to here. Don't worry about formatting. If you get a HTML error when posting, just hit post again and it will post.
~~~~~~~~~~~~~~~~~~~~~~~~~
All posts made are personal opinions as I do not work for VirginMedia.
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Steve68
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Message 7 of 17
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Re: VERY slow internet. Had enough.

Well actually it was moaning, but an opinionated moaning Smiley Happy

I'm connected wirelessly.

Downstream

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

Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 13 9 10 11 12 14 15 16
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) -6.12 -5.72 -5.78 -5.90 -6.02 -6.08 -5.99 -6.02
RxMER (dB) 35.42 35.42 35.25 35.42 35.78 35.60 35.78 35.78
Pre RS Errors 45629 20894 23065 25335 25237 40373 56594 70821
Post RS Errors 282 944 294 297 987 340 927 996

 

Upstream   US-1 US-2 US-3 US-4

Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 3 4
Frequency (Hz) N/A N/A 32600000 25800000
Ranging Status Other Other Success Success
Modulation N/A N/A 64QAM 64QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 39.25 39.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 1 0
T4 Timeouts 0 0 0 0

 

Network Log
First Time Last Time Priority Error Number Description
12/12/2016 11:38:34 GMT 12/12/2016 11:38:34 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
11/12/2016 08:30:56 GMT 11/12/2016 08:30:56 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/12/2016 16:25:08 GMT 07/12/2016 16:25:08 GMT Error (4) 68010302 DHCP WAN IP - ********
07/12/2016 16:24:16 GMT 07/12/2016 16:24:16 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
07/12/2016 16:02:16 GMT 07/12/2016 16:02:16 GMT Error (4) 68010302 DHCP WAN IP - *******
07/12/2016 16:01:25 GMT 07/12/2016 16:01:25 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
04/12/2016 03:20:40 GMT 04/12/2016 03:20:40 GMT Error (4) 68010302 DHCP WAN IP - *******
04/12/2016 03:20:03 GMT 04/12/2016 03:20:03 GMT Error (4) 68000407 TOD established
04/12/2016 03:19:35 GMT 04/12/2016 03:19:35 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
04/12/2016 03:19:28 GMT 04/12/2016 03:19:28 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
04/12/2016 03:19:28 GMT 04/12/2016 03:19:28 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
04/12/2016 03:19:19 GMT 04/12/2016 03:19:19 GMT Notice (6) 84000510 Downstream Locked Successfully
04/12/2016 03:18:40 GMT 04/12/2016 03:18:40 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 02:13:40 GMT 04/12/2016 02:13:40 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 00:03:36 GMT 04/12/2016 00:03:36 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
03/12/2016 19:43:30 GMT 03/12/2016 19:43:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
03/12/2016 11:03:19 GMT 03/12/2016 11:03:19 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
03/12/2016 05:35:27 GMT 03/12/2016 05:35:27 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

 

 

 

[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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Superuser
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Message 8 of 17
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Re: VERY slow internet. Had enough.

Some of the power levels just dipping over the lower end of the acceptable range. That is just at the level it might be worth getting an engineer out for. (Will flag for you)


What is a wired connection like though? Are wired speeds dropping a lot as well?
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DavidJWalker
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Message 9 of 17
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Re: VERY slow internet. Had enough.

hi Steve68

you should keep a eye on the power levels in the frist place vm does not monitor power levels between -6 to +10 in Power Level (dBmV) is virgin recommanded working stable if power levels drop or raise you should call them but it can be the vm box on the street equipment that needs replacing if its does not keep your power levels in working range it can be anything needs replacing even filtters inside your home or change your port in the vm box on the street that gives you more power.

but they only do this if you live close to the box they put you on lower power
but they only do this if you live far to the box they can put you on more power port

i had this problem way back with power levels keep on going high then lower power

ps. keep a eye on your power levels everyone i am not keep on saying this vm does not montior your power levels i know this is wrong they should change this to being montiored 24/7 becuse depends on age of the client and some people are not tech minded some people can be idiots and don't know anything on working ranges i did say this to vm cs when i left 3 years ago and i come back and they run the same back then this does needs changing

Using VIVID 350 Optical Fibre, Player TV, Talk Weekends



Just another VM user trying to help out so my answers may be wrong.
If you do like my answer please mark it as helpful; it may help others
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coolhunter
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Message 10 of 17
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Re: VERY slow internet. Had enough.

**ATTTENTION**

Many of the VM BB users - including myself - are becoming increasingly dissatisfied with the service provided by VM: BB service is increasingly becoming patchy and slow, ultimately very poor value for money. VM has never been able to resolve the issued experienced by myself and I believe we can be in a high number out there. If you want to join me in making a collective complaint through the Ombudsman schemes please send an email to ***********@aol.com. The bigger the number the stronger the outcome.

A complaint will be produced under the Consumer Rights Act which gives us rights if something goes wrong with a service we pay for.

Thank you!

 

 

[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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