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andycarroll68
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24 hrs to reach best speed?

I joined Virgin today (TV and Broadband)

I have run a speed test and it is slower than BT who  i left because of their slow speeds!

receiving 2-4mb but expected around 50mb!

A technician remoted on to my laptop to check my settings - could not solve it. said an engineer would need to come out. Then after a short delay said the technician told him that as id only started services today it could take 24 hours before the server was updated (or something like that!) then speeds would be better!

I was never told this in the sales pitch or by the installer.

Cant help feeling it was just a fob off

heres how things have panned out

signed up to all 3 services 3 weeks ago

was told two days ago we would not be getting phone service!

Installation today but speeds really slow (no mention of 24 hr delay until i contacted after speed check!)

now received an email  e-contract to be signed for telephone services!!

Telephone cables were not laid so phone cannot be provided. What am i supposed to be signing for!!

 

starting to wonder if leaving BT was such a good idea. Hopefully someone can allay my fears.

 

Cheers

 

 

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Superuser
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Re: 24 hrs to reach best speed?

phone first - that comes via the cable to the omnibox [external box] - its a twin cable - one for TV and BBB - other for phone - its connected to an internal box your end and the street cab the other end - maybe there are no lines free in the cab - have they done the internal work - as to contracts and billing - no idea

24 hour speed wind up - total rubbish - as you suspect you were getting fobbed off - so a couple of questions - are you testing wired or via wifi - always test wired - is it 24/7 - yes i know you have only just joined so better question is does it vary

post some levels from the modem 

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status - and post the downstream and upstream figures

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Tony
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andycarroll68
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Re: 24 hrs to reach best speed?

Cheers Tony - this the figures you mentioned - Gobbledegook to me

Downstream
1 299000000 -2.7 38.9 256 qam 41
2 323000000 -2.5 38.6 256 qam 44
3 315000000 -2.7 38.9 256 qam 43
4 307000000 -2.9 38.9 256 qam 42
5 291000000 -2.9 38.9 256 qam 40
6 283000000 -3.2 38.9 256 qam 39
7 275000000 -3.5 38.9 256 qam 38
8 267000000 -3.5 38.9 256 qam 37
9 259000000 -3.7 38.9 256 qam 36
10 251000000 -3.9 38.9 256 qam 35

Upstream
2 39400000 ATDMA 43.3 64 qam 6400000 5120
1 46200000 ATDMA 43.3 64 qam 6400000 5120

latest speed check (wired) DL 1.98 UL0.36
Absolute pants!

Any ideas what the problem may be?

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Superuser
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Re: 24 hrs to reach best speed?

they look fine - again are you testing wired or wireless - if wireless do a wired test 

the remote access to your pc?? makes no sense - there is nothing in the laptop that would give the speeds you are getting even wifi - all sounds like BS to me - and as an aside NEVER let anybody remote into your laptop - you have no idea what they are doing - as regards VM they should not need to go past the router

so wired test if you have not done it - a second wired test with the hub in modem mode - that gets rid of any thing on the router side - if the speed is still slow a third test with the hub still in modem mode and the pc assuming its windows in safe mode with networking

to be certain its not something stupid - change the lan cable 

stay with it for now - it takes VM about a week to get to threads - they can look to see if there is a known fault in the area 

you have 14 days grace to cancel if its still rubbish - after that cancellation charges kick in - that can be up to £240 so watch the calendar if you want out

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Tony
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andycarroll68
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Re: 24 hrs to reach best speed?

Hi Tony yes it was a wired speed check with a cable from my defunct bt router so it worked fine.
I've texted the salesman who flogged me the service. Hes gonna see what can be done.
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andycarroll68
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Re: 24 hrs to reach best speed?

Thanks Tony I'll post how I get on later if your interested.

Thanks again.
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Superuser
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Re: 24 hrs to reach best speed?

theres nothing in the posted figures that suggest anything - they are within range - a wired test on a laptop should give accurate speeds - you could post the spec of the lan card but i cannot see that being the issue

not sure what the salesman can do - afaik they have no access to fault reports or fault references and as you have found out speaking to offshore is a waste of time - by all means wait for the salesman but i suggest your best and most honest info will come from the VM people here

as i said above - watch the calendar - the 14 day grace period will not be extended even if the speeds are dire

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Tony
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andycarroll68
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Re: 24 hrs to reach best speed?

Hi just a quick note. They weren't lying roughly 24 hours after install speeds between 45-50 so all good. Am having some issues with virgin getting my contract right bit ill sort that.
Thanks for your advice and for showing interest in my problem

Cheers
Andy
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