Menu
Reply
  • 8
  • 0
  • 9
damacone
Tuning in
521 Views
Message 1 of 17
Flag for a moderator

Very slow at peak times - St Albans (area 31)

I've been with Virgin for ages and for the last few years it's been pretty good - it just worked, and real-life download rates were great.

A while ago I 'upgraded' to the 150Mbps package - since then, the throughput's been really patchy and the connectivity totally unreliable.

Sometimes I can get nearly 160Mbps (according to speedtest.net) - and other times, particularly in the evenings, I'm lucky to get 15, and I regularly get pages failing to load and films pausing and buffering.  I've had a new SuperHub which seemed to improve the dropouts for a while, but is doing nothing for the speed.

Power levels and SNR seem okay:

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

Frequency (Hz)491000000443000000451000000459000000467000000475000000483000000499000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2317181920212224
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)2.482.422.952.802.362.352.472.65
RxMER (dB)37.0937.0937.0937.3637.3637.0937.3637.64
Pre RS Errors
2122198313561057918975937967
Post RS Errors
974992968947901955913

935

 

 

So I'm wondering what's going on.  I'm guessing with all the upgrades, my area is massively over contended - I'd expect a bit of a slow down in the evenings but a factor of ten is not really okay.

Has anyone else in the St Albans area noticed the same thing?

 


Helpful Answers
  • 4
  • 1
  • 5
Milly2
Tuning in
956 Views
Message 2 of 17
Flag for a moderator
Helpful Answer

Re: Very slow at peak times - St Albans (area 31)

Hi there,
We are in St Albans, and pay for 200mb. The past 6 weeks we have been lucky if we get over 10 mb day or night . Improve for s few days this week, but now back to its painfully slow, unable to watch anything on devices. Customer services said would be reimbursed from 6th September, funnily enough, payment was still taken last week 😒 Really fed up with this now, decided on VM because of high speed, it's time for me to shop around.. may as well pay less to other provider for slow service.

All Replies
  • 4
  • 1
  • 5
Milly2
Tuning in
957 Views
Message 2 of 17
Flag for a moderator
Helpful Answer

Re: Very slow at peak times - St Albans (area 31)

Hi there,
We are in St Albans, and pay for 200mb. The past 6 weeks we have been lucky if we get over 10 mb day or night . Improve for s few days this week, but now back to its painfully slow, unable to watch anything on devices. Customer services said would be reimbursed from 6th September, funnily enough, payment was still taken last week 😒 Really fed up with this now, decided on VM because of high speed, it's time for me to shop around.. may as well pay less to other provider for slow service.
  • 8
  • 0
  • 9
damacone
Tuning in
467 Views
Message 3 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Just spoke with a Customer Support person who told me there is a "speed fault" in the area which will be fixed by the end of November - I asked whether this meant - 'reviewed' or 'actually fixed' and he told me it would definitely be fixed.

I asked for a discount as I am paying for 150Mbps and getting about 12 - he said 'definitely' and it will be added to my bill automatically - I've read a lot of comments from people who have been promised this and it's not happened, so it'll be interesting to see..  When I asked how much it would be reduced by he was very evasive and told me I could look at my account and see it in there - needless to say, there's no sign of it yes.

So far not very impressed, but then having had a look at Virgin's 'trustpilot' ratings at the moment I get the feeling I'm far from alone, there is almost nobody on there with a good work to say for them.  It's a little sad because they seemed to be getting a bit better and now they appear worse than ever.

 

 

 

  • 8
  • 0
  • 9
damacone
Tuning in
466 Views
Message 4 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Hi Milly2

Well if you find a decent alternative to Virgin then please post it here - I'm thinking the same thing!

  • 4
  • 1
  • 5
Milly2
Tuning in
450 Views
Message 5 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Thanks for the update damacone.... End of November is a long time away, especially as it started at the beginning of September... We have also used most of our mobile data this month as we are using it for hotspots, just to do the simplist thing on line.  My son is a student who submits his work on line, he also needs Internet to research his work... That's just the essentials before we do any fun stuff! 

0 Kudos
Reply
  • 1.63K
  • 145
  • 444
Superuser
Superuser
445 Views
Message 6 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

The dates phone staff give you are NOT fix dates.

If this was only raised in September you're in for a very long wait, some of these issues have been going on for well over 2 years.

November 2017 is a possibility, but don't hold your breath.

  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
322 Views
Message 7 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Hi damacone,

 

Thanks for posting and a warm welcome to the community.

 

My apologies that you are experiencing slow broadband speeds.

 

I've taken a look at your connection and I can see the high peak time traffic fault in your area which you mentioned. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004466969 and with a review date of 30th November.

 

With these faults they will have review dates as they can be subject to change due to the work that is required. One of my colleagues will be in touch nearer the review date with further updates.

 

Regards

Sam


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


0 Kudos
Reply
  • 3
  • 0
  • 2
fishouttawater
Tuning in
276 Views
Message 8 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

5850998550

So how did that review of the problem go? It's now December 4th and I'm getting 7mbit to one of VirginMedia's own speedtest server while paying for 220mb. I'm in the same St Albans area as the original poster.

  • 8
  • 0
  • 9
damacone
Tuning in
254 Views
Message 9 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Apparently it has been 'postponed until the end of December' - and for me at least, it continues to be incredibly slow in the evenings.

 

0 Kudos
Reply
  • 33
  • 0
  • 9
the888account
On our wavelength
237 Views
Message 10 of 17
Flag for a moderator

Re: Very slow at peak times - St Albans (area 31)

Hello,

I am in the same boat - St Albans AL10 postcode.

At 3am I might be able to get 20+mb, but funnily enough I'm not often up at 3am! Otherwise during the day I languish anywhere between 4mb and 10mb, with 10+ mb being considered blistering from what I've experiences thus far. I pay for 50mb service.

Its actually quicker to stream content and use the internet via my mobiles 4g connection.

The telephone staff initially suggested we had an issue with the connection, sent an engineer out who tested the signal strength, which was ok. However, they only seem to test the dB strength - this will only measure physical connection signal strength & not available bandwidth, noise etc

Anyway - I'll be putting yet another call in to Virgin. Few more weeks then I'll be off, back to BT Infinity where I could get 30mb+ all day long.

0 Kudos
Reply