Menu
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
549 Views
Message 1 of 9
Flag for a moderator

Still getting network dropouts

This is the third time I’ve raised connection problems and we’ve only had our broadband service with you 3 months.

This afternoon I have struggled to get even 1MB download speed. The internet has been intermittently dropping out for weeks. We’ve doubled our speed so should be getting a minimum of 110MB. An engineer attended and replaced a cable and we’ve turned off the router setting which changes WiFi channels for devices.

I'm getting really fed up with paying for a service that doesn’t work. This is the worst broadband service I’ve ever had - totally unreliable.

53B874EE-F202-4A49-91D8-666397E894EE.png

0 Kudos
Reply
Highlighted
  • 25.11K
  • 1.44K
  • 3.19K
Alessandro Volta
527 Views
Message 2 of 9
Flag for a moderator

Re: Still getting network dropouts

What are wired speeds like?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
495 Views
Message 3 of 9
Flag for a moderator

Re: Still getting network dropouts

It’s been pretty bad every other time but I’ve set up a capture with a ping every 10 mins today on wired to try and generate some useful logging.

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
487 Views
Message 4 of 9
Flag for a moderator

Re: Still getting network dropouts

I’m running continuous tests on a wired connection. Here’s an example of the terrible performance:

:::.. Internet Speed Test Result Details ..:::

Download Connection Speed:: 2845.1 kbps or 2.9 Mbps

Download Speed Test Size:: 2.3 MB or 2365 kB or 2422149.12 bytes

Download Binary File Transfer Speed:: 356 kB/s

Upload Connection Speed:: 9085 kbps or 9.1 Mbps

Upload Speed Test Size:: 6.3 MB or 6400 kB or 6553600 bytes

Upload Binary File Transfer Speed:: 1136 kB/s or 1.1 MB/s

Timed:: Download: 6.811 seconds | Upload: 5.771 seconds

Tested At:: https://TestMy.net

Test Time:: 2020-06-19 08:43:51 Local Time

Client Location:: Poplar, TWH GB https://testmy.net/city/poplar_twh

Target:: London, GB https://testmy.net/multithread

Validation:: https://testmy.net/db/Ta-ttUCcz.zXZgRdMYp

TiP Measurement Summary (Download):: Min 2.15 Mbps | Middle Avg 2.98 Mbps | Max 4.26 Mbps | 66% Variance

Client Stats:: https://testmy.net/compID/13631208337 

User Agent:: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/83.0.4103.106 Safari/537.36 [!]

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
437 Views
Message 5 of 9
Flag for a moderator

Re: Still getting network dropouts

5649CA78-0947-45FE-B783-A274770B8423.png

Adding more logging from this morning. The fluctuations are dreadful and we should be getting a minimum of 108MBPS DL and 10MBPS Up

0 Kudos
Reply
Highlighted
  • 14.81K
  • 622
  • 1.43K
Alessandro Volta
429 Views
Message 6 of 9
Flag for a moderator

Re: Still getting network dropouts

TestMy.net seems to give low speed results so test at speedtest.net

---------------------------------------------------------------
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
414 Views
Message 7 of 9
Flag for a moderator

Re: Still getting network dropouts

I’ve tried several including Ookla, Which and SpeedOf.me and they are all reporting the same fluctuations. Testmy.net can be run in the background and scheduled rather than me having to sit staring at a screen and remembering to press a button.

The results are reflective of the real world experience e.g dropped connections to applications like Skype and Teams, poor quality audio calls, unusable video calls. When the speeds come back up everything works. When they go down, everything is terrible. Regardless of the actual speed I’m paying for, the fluctuations shouldn’t be happening to this level.

0 Kudos
Reply
Highlighted
  • 2.8K
  • 160
  • 347
Forum Team
Forum Team
305 Views
Message 8 of 9
Flag for a moderator

Re: Still getting network dropouts

Hi KHill, thanks for getting in touch. 

 

Sorry for any issues you've had with the service. If this is something you still need help with now can you please send me a PM confirming your account number so we can investigate further?

Tom

0 Kudos
Reply
Highlighted
  • 2.8K
  • 160
  • 347
Forum Team
Forum Team
204 Views
Message 9 of 9
Flag for a moderator

Re: Still getting network dropouts

Thanks for getting back to me KHill, I've arranged a visit from a technician and confirmed the details via PM. Please keep us posted with the outcome of that, or let us know if there's anything else we can help with in the meantime.

 

Tom 

0 Kudos
Reply