So I had an engineer out to "fix" my broadband, he found no problems but did me a "favour" upgrading my hub to a 3 from a 2 LOL now Mac filtering doesn't work properly just for laughs the hub3 is a joke in general. That aside as a long term customer I have experienced many issues which are frustrating however this one is just special. So after hours on phone to Mr Patel and many remote resets lol he despatched an engineer, the engineer arrived and without looking at anything tells me it's an area utilisation issue, it has no estimated fix time and he's sorry but in all likelihood I will never again see the speed I'm PAYING for and have been for a long time. My exchange is Ashton under lyne in Thameside yet I live in Stockport Cheshire. He said it's legacy that I'm connected to a different area from when cables were laid but that if I lived a bit further into the area I live ???? I would have no worries since reddish my area has no issues with this. So for a couple of months my speeds which used to be constantly around 200mb given that's max available and what I pay for are now if I'm lucky at 3am about 40-60mb and drastically worse at peak times. Stranger is this has happened in the past after signing up for a contract period and complaints fixed the speed however this time apparently I get what I'm given until such a time as the exchange I'm on gets thrown away as the engineer stated it needs to be and upgraded. I have no timescale I'm tied into a new agreement and can get faster speeds eleswhere. Not faster than I am paying for but much faster than real speed being supplied for way too long in fact pretty much since exactly after my cool down period on new contract with a price reduction kicked in. I assume someone has an idea when this upgrade to the exchange will take place and I see no reason I can't be turned back up to where I was but I'm SICK of lies and Indian call centres and this is my last cry for help before just stopping paying my bills 😴
Welcome to the community I'm sorry for the slow speed problems on your connection.
I can see the area issue mentioned by the engineer, the reference is F005331156 and current review date is 29th November.
I've had a look at the network traffic and it does seem to be quite high throughout the day, obviously spiking more during peak times. From what you've said I'm not convinced this is the only issue, though your hub doesn't show any problems under testing.
Could you run a couple of speed tests at different times of day and post the results please? I'd like to see what speeds you're getting at certain times to see if the drop in speed tallies with the speed test results.
i will continue to monitor and test and update the thread but I did this for a week prior to engineer visit and showed him same thing for months now consistently under 25 percent of my previously normal 200mb download average is 35 mb shared between an entire connected household this is terrible. his response was most people don't fully use their connections or know how to monitor them so not many people complain they get rubbish connections in my area so don't expect the exchange to be upgraded any time soon. STOP selling my bandwidth to new subscribers In new build properties if this is infact the case. I don't honestly know why I pay my bills ive had terrible service for at least 3 months and my average speeds were faster 8-10 years ago for a quarter of what I'm paying now. this is directed at the company not the forum moderator kind enough to care enough to assist me here given customer relations are lacking everywhere else.
"his (engineer) response was most people don't......know how to monitor them (their connections) so not many people complain they get rubbish connections"
- that much is certain and applied throughout the UK and elsewhere. Now, 1. any company should have a moral duty not to abuse this or, 2. a government or appointed body (Ofcom) should have regulations in place to help prevent this from happen. Unfortunately both these controlling measures don't exist in the UK. Self regulation never works here. It's therefor very clear the government are getting a tidy cash injection from Virgin to effectively allow them to continue to abuse point 1 above. Above an exploitation publicity threshold, both company and government get into trouble...we then get to the current situation where Ofcom are about to impose clear descriptions on what speeds to expect for ISP's. This stage was known by all and ready to action.
It's the very lack of controls that allow this to happen. Some say any business is allowed to do this...they're there to make a profit. Others say that for particular exploitation cases, no company should ever cross this line. The fact is there's nothing to stop them. Most folk are indifferent/buy in to smokescreens such as 'expected peak time reduction', thus more money to Virgin. It's an awful situation when this happens, and it's clearly happening with VM.
clearly a long way from 200mb download and obviously not restricted to peak times, I infact use the internet mainly while the house is asleep given the terrible performance of the connection and it is still horrible even at 3-4 am