Menu
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,747 Views
Message 1 of 17
Flag for a moderator

Broadband speed slow for months

Hey, 

Been with Virgin Media since last May , I have never had a strong download speed , I have been paying for the 350 VIVID. I check the connection every so often and not once has it been above the 30mbps. I feel really let down. I shouldn't be paying for a service that gives me a small percent off what I should be getting.

I have tried wired connections , moving the hub about (within limits as It cant go far)  Restarting it , disconnecting all devices and doing another speedtest... etc. Youtube , blah blah.

I was looking into it tonight and I came across a few things , have I even been given the right speed?

Max Traffic Rate40251000

 

I feel really let  down by this service.


 

VM.png

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,739 Views
Message 2 of 17
Flag for a moderator

Re: Broadband speed slow for months

downstream stats

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12990000001.738256 qam21
2323000000138256 qam24
33150000001.538256 qam23
43070000001.738256 qam22
52910000001.538256 qam20
62830000001.238256 qam19
7275000000138256 qam18
82670000001.238256 qam17
92590000001.538256 qam16
102510000001.238256 qam15
112430000001.538256 qam14
122350000001.538256 qam13
132270000001.938256 qam12
142190000001.738256 qam11
152110000002.438256 qam10
162030000002.738256 qam9
171950000003.440256 qam8
181870000003.538256 qam7
191790000003.238256 qam6
201710000003.538256 qam5
211630000003.538256 qam4
22155000000438256 qam3
23147000000438256 qam2
24139000000438256 qam1



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.61448401676
2Locked38.611256204808
3Locked38.6172790418
4Locked38.963206438
5Locked38.93007193525
6Locked38.65141847115
7Locked38.685447718612
8Locked38.654337727586
9Locked38.936377617986
10Locked38.62110642251
11Locked38.910033082747
12Locked38.649467661122651
13Locked38.651832391161421
14Locked38.92446880101533
15Locked38.91990119199920
16Locked38.93290068340220
17Locked40.33504809388436
18Locked38.93267126155541
19Locked38.92077925145300
20Locked38.61635356180832
21Locked38.92150824202755
22Locked38.6157255584538
23Locked38.6166348362500934
24Locked38.63647798323921246
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,737 Views
Message 3 of 17
Flag for a moderator

Re: Broadband speed slow for months

upstream

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000044.5512064 qam10
22580000042.5512064 qam12
33260000042.5512064 qam11
44620000044.8512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0040
3ATDMA0040
4ATDMA0010
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,735 Views
Message 4 of 17
Flag for a moderator

Re: Broadband speed slow for months

network log

 

Network Log

Time Priority Description

2018-03-15 02:58:29.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 05:54:48.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 10:59:16.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 10:59:16.00noticeDHCP Renew - lease parameters tftp file-Vec1d7393ac210ed6.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 14:11:25.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-18 12:35:56.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-19 05:01:43.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-19 17:56:21.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-19 19:40:59.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-20 05:27:07.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-21 11:21:36.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-21 20:46:57.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 02:15:39.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 03:06:37.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 03:12:24.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 10:59:07.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 11:27:33.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 14:55:22.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 18:51:41.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-22 18:51:41.00noticeDHCP Renew - lease parameters tftp file-Vec1d7393ac210ed6.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 2.04K
  • 305
  • 799
Andruser
Problem sorter
27,728 Views
Message 5 of 17
Flag for a moderator
Helpful Answer

Re: Broadband speed slow for months

I think you've picked up the main thing - if my Hub is anything to go by, your Max Traffic Rate is missing a zero, which would possibly be a "fat finger error" by VM's staff when configuring your connection, but the error numbers suggest there might be something else up with your connection as well (although I must admit it is mostly beyond me to comment much on the router status data).

The good news is that whilst it may take a few days, both these probable causes can usually be resolved once the forum staff to pick this up - they're good and keen to help.  Sometimes there's a delay of several days, or some kind soul may bring your issue to their attention sooner.  

Get the service working first, then I suggest you raise a formal complaint asking for compensation in respect of the slow speed for the past nine-ten months.  I'd strongly recommend complaining in writing by post - that keeps a formal record, and avoids dealing with VM's awful offshore call centre.  I'd suggest asking for at least £15 a month compensation, given that they've delivered about a tenth of the speed you've been paying for.  Hopefully they'll admit their guilt and compensate you.  However, if they won't offer any compensation, or offer something you think is paltry like a fiver a month, tell them you reject the offer and want a "deadlock letter" so you can take the complaint to CISAS (the industry arbitration scheme). 

CISAS are totally independent, the service costs nothing for you (several hundred quid for VM though) and their findings are binding on VM.  Going to CISAS doesn't mean you'll "win", but about three quarters of complaints are found either wholly or partially in favour of the customers.  If there's a spot of difficulty, sometimes just asking for a deadlock letter can persuade VM to reconsider their position, because they know it costs them a lot when CISAS take on a case.  

 

Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,713 Views
Message 6 of 17
Flag for a moderator

Re: Broadband speed slow for months

Thank you so much for your super fast reply , I appreciate it.

I will be putting in a complaint in writing then , no point in calling as I don't seem to have much luck with overseas staff , is there anyway of talking to a British member off staff on the phone ? 

You have helped me loads and fingers crossed a member of staff will reply on here.

Lets hope it is fat fingers and they add an extra 0 on the end of mine ha! 

I am sure I can wait a little longer , has been like this since the day I got it , just don't understand why I did not get in touch sooner! Silly me. 

thank you again 😉 

 

Highlighted
  • 2.04K
  • 305
  • 799
Andruser
Problem sorter
27,661 Views
Message 7 of 17
Flag for a moderator

Re: Broadband speed slow for months

"is there anyway of talking to a British member off staff on the phone ?"

Yes.  You can try asking the overseas call centre to transfer you to a UK based VM representative.  Sometimes they do, but I would expect a low rate of success because that is the last thing Vermin Media want to happen, as word gets round and everybody would do it.  The most reliable way is to call the customer services number on 150, and within the options select at the appropriate times "about my account" and "thinking of leaving" (so dial 150, option 1, then option 1 then option 4 then option 5).  That will get you through to the UK based team who deal with customer retention - in my experience they're very helpful, and they've got a lot of leeway to provide compensation or discounts. This won't be a 24 hour service, and if you dial outside normal customer service hours it is possible that you'll get put through to India, so try and call during normal UK business hours.  

Bear in mind that Retentions are not a technical support team, so can't fix the problems themselves but they may be able to escalate the issue if you tell them that if the problem isn't fixed and you get compensation you'll leave.  Note that formally their job is customer retention, not complaint handling, and they may be required by their processes to tell you that if you do leave now you will have to pay an exit fee - I assume you're on a 12 month contract lock in until May.  At that point, keep it polite as they're just doing their job; I know from personal experience that it is easy to get wound up and angry when things go wrong, or you aren't getting the outcome you want, but dangle the carrot that that you can cancel penalty free in May, AND you can still take a claim for compensation to CISAS (they should know what that means, and that it costs VM a lot of money), so it is VM's interest to get a positive resolution to your complaint.

Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,602 Views
Message 8 of 17
Flag for a moderator

Re: Broadband speed slow for months

thank you for all the info , I hope to hear from someone on here that can help me more , I have not yet managed to get a UK person on the phone lol 

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,586 Views
Message 9 of 17
Flag for a moderator

Re: Broadband speed slow for months

Bumping my post . hoping to get a reply from a mod to help me fix this please!
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 1
angelaglass1986
Tuning in
27,584 Views
Message 10 of 17
Flag for a moderator

Re: Broadband speed slow for months

sorry a little rant , its crazy that my upload speed is faster than my download now.  Hope this gets sorted asap ! 

0 Kudos
Reply