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EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

Hi Guys,

Hoping there is someone out there that can help me. Since the 1/3/19 we have been having extremely slow download speeds on our vivid200 upload is absolutely fine. This goes on throughout the day and night but oddly at weekends goes back to normal. Contacted virgin media and was told there is no faults in the area and they booked an engineer that came on the 11th he instantly said by checking his tablet that there is high utilisation in the area thats been on since sept 18 and is due to be fixed April 19 but this only started on the 1st of March and also runs 24/7 except weekends? The engineer ended up not doing anything and said everything on his device shows green. However this Monday when the engineer came and Tuesday it was fine and today its started again

After some more calls to virgin and getting transferred between people 15times they said on their system its saying there is a issue and an engineer is need (this was on Monday after the engineer left and everything was working) I managed to get 28 pounds off my bill after a lot of reluctance from virgin but its still very annoying not being able to use wifi and have already tethered 40gb from my phone. Engineer is coming again today (Thursday) but i wanna have a better understanding as to what's going on. I have attached some stats to this if anyone understands it?

Screenshot 2019-03-13 at 22.36.12.pngScreenshot 2019-03-13 at 22.36.21.pngScreenshot 2019-03-13 at 22.36.30.pngScreenshot 2019-03-13 at 22.36.41.pngScreenshot 2019-03-13 at 22.36.53.pngScreenshot 2019-03-13 at 22.37.03.pngScreenshot 2019-03-13 at 22.37.14.pngScreenshot 2019-03-13 at 22.37.25.pngScreenshot 2019-03-13 at 22.39.47.pngScreenshot 2019-03-13 at 22.40.09.pngScreenshot 2019-03-13 at 22.41.07.pngScreenshot 2019-03-13 at 22.41.14.pngScreenshot 2019-03-13 at 22.42.51.pngScreenshot 2019-03-13 at 22.43.00.png

 

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Adduxi
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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

Two things

1 - VM will not recognise speed tests over WiFi, only cabled.

2 - Your power levels are too low and will need fixed by an engineer at the street cabinet.

 

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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

Thanks Adduxi. I understand the tests over WiFi but unfortunately non of my devices have an ethernet port. The engineer has come and gone and stated the issue is due to utilisation which is at 17% in my area above their threshold. This morning around 11am my speeds came back to normal and the power levels are in the positives now and when he done tests its showed as the connection being fine? 

 

What would you recommend I do? as when it drops its unusable and we never know how long it lasts? last week it was throughout the week 24/7 do virgin offer what BT offers like mobile dongles? 

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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

worth posting the levels again - not only were the levels low the snr was bad on the downstream - there may well be utilisation but that does not affect the levels in the modem

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Tony
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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

Hi Tony thanks for messaging.

I've attached the downstream stat. Thats what I thought as well! Could utilisation be that bad that my connection drops to 0.5mbps for a whole week?

 

Screenshot 2019-03-14 at 15.20.09.pngScreenshot 2019-03-14 at 15.20.18.png

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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

levels are ok but theres far too many pre and post rs errors - they should have zeroed when he changed things but its worth rebooting the hub - leave it off for a minute or so which will then zero things - post them again if the rise - may be immediate or take 24 hours

utilisation does not usually work like that - peak times will see some slow down but other times you should get full speed - if you are about in the early hours try some speed tests then

not disputing what the tech says but you should get some good speeds and the low levels you are getting is not utilisation imo

see what the pre and post rs errors do - if they rise they need solving and see it things then improve

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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

The engineer didn't change anything or restart the router he just connected his device to the line and check that. I've turned off the router for 5min and turned it back on again (attached the stats page after the restart below). At the moment my speeds have gone back to normal getting 220mbps if it drops again I will get some stats again and see what the pre and post rs errors do.

 

Yea thats what I thought about utilisation as well as in our last flat we did actually experience it but around 0.5mbps even during non peak times is a bit odd to be utilisaiton. Thank you for your help will keep you update

Just realised I forgot to attach them.

Screenshot 2019-03-14 at 15.20.18.pngScreenshot 2019-03-14 at 15.43.36.png

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Message 8 of 17
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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

ok - good info - the 2 sets of figures make little sense if the tech did nothing - well they may do

are you saying the second set of [good] levels - forgetting the pre and post rs errors are when its working and the original [poor] leels are when it is not

if thats the case the tech needs to look deeper - not sure how things are with booking techs these days under the new agents - in the past they would hae booked a principal tech to have a look

lets see how things progress with the levels

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Message 9 of 17
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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

Yea the values in the first post were from when it wasn't working yesterday and was roughly around an hour after the router being off for 20mins. The 2nd set of data is from today after it was working and 3rd set is after the restart.

well this week they have already sent two techs and both said utilisation. 

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Message 10 of 17
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Re: EXTREMLY slow speeds on Vivid 200 (0.5mbps) PLEASE HELP

ok - i know what i have learnt on here and imo thats not utilisation - as i say there may be utilisation in the area but thats not causing the pre and post rs errors - thats noise - it may get referred to networks if a tech cannot find a problem but they have to accept there is a problem

from me one last thing to look at - check the coax in connections are tight - into the hub and from the internal box or splitter if you have one 

then lets see what VM say

@ModTeam can we get someone to book a tech here or better a principal tech as 2 techs have blamed utilisation - it needs VM to confirm if there is a known utilisation problem in the area but that apart there is another problem here

 

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Tony