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Skimpy
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50 Down, 0 Up

G'day,

We recently moved and inherited the previous home owners cable set-up - ie, we plugged in our new Virgin router into the existing coax connection the previous owners had in place. The set up they have seems fairly confused so I think we'll need an engineer out to review and understand why we are getting 50mb/s download but 0 upload. It is making video conferencing from home impossible which is pretty integral to effective working from home. 

BQM 

Thanks!

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Andrew-G
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Re: 50 Down, 0 Up

Bad news:  Looks like upstream over-utilisation, a problem that's VERY poorly handled by VM.  The BQM shows a typical over-utilisation pattern - you see how it's very poor during normal waking hours, and then peachy from about half past midnight to 9 am? Shows that the network and your hub are working perfectly when there isn't too much traffic. You can choose to believe whether this is Covid related, or whether VM simply sell contracts until (and indeed after) the local network is at capacity, but the outcome is the same for now.

Nothing you can do to improve matters. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. And sadly VM won't ever admit the truth, so there will be a fault reference and a "fix date", but there's no way of knowing if that fix date is actually backed by an actual plan of action and programme of works. Quite often it seem not, and as the fix date approaches it is simply moved a month or two ahead.

Your options:

1) Sit it out, and hope that either VM do carry out improvement works (remembering that any "fix dates" are as reliable as a politician's promise).

2) Get yourself a new ISP. As you're in a fixed term contract you'll probably have to use the VM complaints process (and almost certainly escalate for arbitration at CISAS ) to be released from contract without penalty. If you need to do this, the grounds of your complaint is the poor performance, and your request fro release from contract without penalty is twofold: First the Consumer Rights Act 2015 that requires any consumer service to be provided with "reasonable skill and care", and second, the Ofcom Fairness Commitments that VM have signed up to, that states Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty.

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Skimpy
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Re: 50 Down, 0 Up

Hahaha - blimey that's not the result we're looking for but I can appreciate why you are a "very insightful person" 👍. Appreciate your input!

The BQM has only run for 24h so I guess another day will help establish if it is a trend. Could I give any mpre info which could prove/disprove the over utlisation?

 

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Andrew-G
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Re: 50 Down, 0 Up

Usually the forum staff can confirm there's an over utilisation fault.  As the BQM is a live one, I can see how things have run up to the time I'm posting this, and there's no other explanation, unless VM are using radio frequencies that are scared of daylight.

You mentioned 50 Mbps down, check out the VM speed guarantee, because if you can measure a low enough speed at peak times in three consecutive days then you can invoke the speed policy, and they have to fix it in thirty days or release you from contract. That's probably going to be a few weeks quicker than using the complaints approach.

Regardless of fault references, fix dates, and promises of making it work, the chances of the company actually fixing an over utilisation problem are very low indeed, and customer services and forum staff can't see any history of unmet fix dates, not whether there's any genuinely programmed work. I doubt they're happy about that, but it seems that hell will freeze over before Virgin Media will behave responsibly when it comes to over utilisation.

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Skimpy
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Re: 50 Down, 0 Up

Message received and understood.

Having spoken to the support team over the phone, and reviewing today's data on the BQM, what you have said is ringing true. I suggested that they increase my package up from 50MB/s to see if that had a knock-on effect to uploads. Said they would call back but that didn't happen. The estimated fix date for the over-utilisation was early Feb - conspicuously 30 days from now - so I am going down the speed policy route as throughout the working day DL speeds are consistently below 20MB/s.

Once again, I appreciate your insight which has - perhaps ironically - vastly increased the speed of reaching a resolution for the issue as we seek a new provider.

Cheers!