Not getting guaranteed speed

[HeyMoose]

We have the 1Gb service with a guarantee of 500Mb but using SamKnows I can see that we often struggle to get 100Mb into the hub. I've raised this several times with customer support but they never seem to do anything. I'm told they're raising an issue but nothing is ever confirmed or resolved. How do I get them to actually look at the issue?

[jbrennand · Accepted solution]

Downstream channel 8 looks bad - massive PostRS errors. To see if it is an ongoing issue can you do this.
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Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the PostRS ones) you have a problem (noise) that only a Tech visit will sort.

[HeyMoose]

I've done a factory reset and assume you're only interested in the table with the errors?  Let me know if the whole tab is needed to help.  Thank you!

[HeyMoose]

Thanks.

The errors never reset to 0 after restarting the router:

8

Locked

32.769611

387747

370829

Do I need to convince VM to send out an engineer?

[jbrennand]

Yes you will need a Tech to investigate that dodgy down channel's PostRS errors - should be 0. Note the Signal to Noise ratio is lower too - that indicates noise is increasing to overwhelm signal.

Call in and see if you get lucky and get the Tech visit. If they dont play ball, come back here and a VM person can take a look at it

[Ashleigh_C]

Hi there @HeyMoose, 

Thank you so much for your post and I am so sorry to see you are facing these issues! 

I'm going to send you a PM now so we can take a closer look at this. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[mGlorfindel]

Hi HeyMoose,

I had exactly the same issue after moving into a new house that Virgin told me would support the £64+ per month 1GB connection. 

Moving in we got the home set up but had to get an engineer out two days after as it turned out the connection was off at the cabinet. 

A week later I was only getting up to 350 on a rare occasion and the engineer toyed with some up and downstream settings which only got the speed up to a gig on two occasions. The engineer said to keep an eye on it and text him if it was not consistent so I did but got a whole load of excuses so I ended up raising a complaint. Not much use came from that and they kept telling me it could be interference from other signals or sporting events and telling me to restart the router which was ridiculous. 
Eventually I got a different engineer out and he saw some issues with the signal tracking it down to the cable from the street which had apparently been run badly under the block paving and potentially been crushed by cars on the driveway before I bought the property. 
Another brilliant team came out a week later, replaced that cable running it down the side of the property where it should last longer and my speed is now constantly 1GB plus. 

My only issue now is that it has been proven to be the infrastructure at fault but the complaints team seem incapable of discussing any kind of rebate for the breach of contract and the numbers provided are no use. 

So definitely push for an engineer and don’t give up until they actually get you the speed you are paying for. Don’t take any notice of the restart your router or other user possible troubleshooting ideas. Some of the infrastructure is old and needs replacing but you have to keep asking and not taking any rubbish.