on 06-01-2013 15:28
At the subject says, this "60 Mbps" service I pay for has been really poor throughout December and into the new year. When it was first setup I was averaging at 58-61 Mbps three times a day, each day for about 6-7 months. Towards Christmas the went down to ~45Mbps, and then 30Mbps. On some days I get less than 10 Mbps.
These averages are taken from tests at 7am, 3pm and 10pm. There's something wrong with my service and I'd appreciate some help from Virgin.
on 08-01-2013 21:25
on 09-01-2013 16:24
Please be aware that this is a community-based forum, and that it can take anything from 24 hours up to 8 days to receive a response from a member of the Forum Help & Support Team.
If you have an issue that you would like to have investigated quickly you should telephone Virgin Media on 151 (from a Virgin landline) or 0845 454 1111 (from any other phone).
I have tested your connection and cannot see any fault that would cause reduced speeds. SNR is fine, your hub's power levels are optimal, there is not a utilisation issue on your part of the network either.
To help us diagnose what may be happening with this, could you please do the following:
1. Hardwire one pc/laptop to the Hub whilst modem mode is enabled.
2. Login to the Hub and disable wireless.
3. Run a speed test from speedtest.net (using the London Namesco server) and post the results.
4. Perform a traceroute to bbc.co.uk and post the output.
This will help us to pinpoint any dropped packets or high ping times.
on 09-01-2013 20:17
This PC is the only PC wired into virgin modem, no wireless enabled.
All the test below are under these conditions;
And a ping test
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
Tracing route to bbc.co.uk [126.96.36.199]
over a maximum of 30 hops:
1 36 ms 8 ms 24 ms 10.87.100.1
2 30 ms 28 ms 19 ms croy-core-1b-ge212.network.virginmedia.net [188.8.131.52]
3 9 ms 6 ms 33 ms croy-core-2b-ae2-0.network.virginmedia.net [184.108.40.206]
4 12 ms 13 ms 10 ms popl-bb-1c-ae10-0.network.virginmedia.net [220.127.116.11]
5 15 ms 31 ms 18 ms nrth-bb-1c-ae7-0.network.virginmedia.net [18.104.22.168]
6 56 ms 24 ms 14 ms nrth-bb-1b-ae11-0.network.virginmedia.net [22.214.171.124]
7 19 ms 21 ms 11 ms tele-ic-4-ae0-0.network.virginmedia.net [126.96.36.199]
8 18 ms 29 ms 22 ms pos6-1.rt0.thdo.bbc.co.uk [188.8.131.52]
9 * * * Request timed out.
10 33 ms 65 ms 14 ms ae1.er01.rbsov.bbc.co.uk [184.108.40.206]
11 49 ms 46 ms 31 ms 220.127.116.11
12 63 ms 38 ms 11 ms 18.104.22.168
on 10-01-2013 23:09
on 12-01-2013 17:08
I am sorry to hear your having speeds issues there.
I have tried checking your connection but your modem shows as non contactable. Usually this means it is turned off. Can you please ensure you leave your modem turned on 24/7 if you want us to check your connection via the forums.
Overall network utilisation in your area is not high enough yet for me to raise to networks and for the most part of the day it shouldn't cause any problems.
The traceroutes you provided look ok although I would like to see hop 1 from your PC to the modem lower than is currently displayed ideally into single digit figures. A latency higher than this at hop 1 shows a PC issue and as such I would strongly recommend you check or have your equipment checked.
If your modem was turned on but it's showing offline here at this time then please call technical support for further diagnoistics on 150 or 151 free from your Virgin Media landline or alternatively 0845 454 1111 (calls charged at low-call rate) from anywhere else.
on 12-01-2013 20:20
on 12-01-2013 20:25
on 14-01-2013 18:45