Hi, just starting this thread to get in the queue for hopefully a VM staffer to see and some advice on the stats I’m getting.
I'm a long time user of VM and have gone through different plans across three different properties over the years.I’ve had a few issues in the past but nothing that hasn’t been resolved in a week or so.
I recently saw that my 350Mbps service was having extremely bad down/upload (50Mb / 1Mb) spoke to support on the phone and they said there was congestion in my area (22) which was being fixed last week. At this time I thought I’d also get the upgrade to 1Gbps as this was always going to be my intention at some point this year.
Speeds seemed to stabilise over the weekend just gone and my SH4 come on Tuesday this week.
I connected it up as a straight swap for the SH3, so running in modem mode and connected to my Ubiquiti EdgeRouter 3-lite.
Now, I wasn’t expecting full 940Mbps / 70Mbps (or whatever the maximum upload should be)but I was expecting more than what I seemed to be getting. Thinking it might need 12 hours or so to settle down I left it until lunchtime today to get my stats via modem mode.
I run a few further speed tests this morning and was getting 70-150Mbps / 3Mbps.
So at lunchtime I run direct to the SH4 in MM, using 2016 Mac with Chrome and Speedtest App :
So a slight improvement from the morning (and possibly some overhead missing from the Mrs uploading files to work) but there is nothing to get excited about, I can live with 450ish Mbps down but that upload really isn't acceptable.
I have also tested again connecting back into the Ubiquiti EdgeRouter from other parts of the house - office and loft room both running 1Gb card, cat6 cabling, 1Gb Prosafe and through the Ubiquiti, and for transparency, in the Garden Hut which uses wired cat6 back to the house but then a Netgear powerline to the lounge to get to the main prosafe, the speeds are 70ish Mbps / 3Mbps which are completely expected getting overheads on that connection but wanted to show them anyway.
I’ll paste the Router Stats taken at lunchtime today. I've also set up a new BQM / F8lure test now my IP address has changed so will check latency/packet loss over the next 24 hours.
Still no news on when this congestion will be fixed.
Various calls just puts me into the auto reply of 'There is a known issue in your area and will be fixed by Xpm' Which is complete cop out of an answer when they know it's congestion. Various tests in the early morning shows upload speeds can at least get up to ~20Mbps but still nowhere near the minimum throughput promised for the 1Gbps service. I can't even get through to request discount for lack of service or cancel the 1Gbps package (I'm still within the 14 days)
4 complete routing drops today and counting. Lose all external pings / VPN drops and Teams meeting disconnects.
Called support earlier, after 3 calls in the morning that went straight through to the daily auto message of 'there is a problem in your area and an engineer will fix by 4.40pm' that exact same message as previous days.
They just repeated the same, it will be fixed by 4.40 today. Completely ignoring the fact that I said that this was the same message as the previous days and that its a standard message they are fobbing people off with.
@VM staff, can I have a ticket ref for this congestion issue please.
Thank you for the reply John, yes it was originally meant to be fixed last week on the 15th apparently, while my out of 9-5 speeds seem to have increased with upload (download still unable to get passed 150Mbps). I'm still looking at 3Mbps upload during peak times.
Interestingly, I did get an update email in the week from VM saying that the problem was fixed though :
We wanted to let you know that we’ve just finished upgrading our fibre network in your area.
This means our broadband is now more consistent and reliable, as well as powered by more energy-efficient technology.
We’ll also be keeping an eye on the connection between your Hub and our network, to help make sure you’re getting the broadband speeds you pay for.Enjoy, The Virgin Media team"
No mention of compensation for being without a stable service for other a month. I'll be calling again soon no doubt.