Virgin Media Community

[Jus7M3]

For several days my internet speed is barely reaching 20Mbps and I'm paying for 250+

wth is going on? I have talked to your customer support and they say everything is fine when they check. Cabled or WiFi connection, doesn't matter... the speed never improves... Either fix this issue in couple of days or I will demand a full refund! You aren't keeping your end of the deal! Minimum Guaranteed Download Speed should be 50% of the actual advertised speed link "https://www.virginmedia.com/shop/broadband/speeds" 

I am expecting an anwer as soon as possible! What would happend if I only paid 10% of the monthly bill???

[Richw1982]

Can you copy and paste your upstream and downstream levels from the hubs settings page.  Will have a look there and see if anything stands out

[Jus7M3]

Downstream bonded channels

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

1	138750000	5.8	40	256 qam	1
2	146750000	5.6	38	256 qam	2
3	154750000	5.8	38	256 qam	3
4	162750000	6	40	256 qam	4
5	170750000	6	40	256 qam	5
6	178750000	5.9	40	256 qam	6
7	186750000	6	40	256 qam	7
8	194750000	6	40	256 qam	8
9	202750000	6.1	40	256 qam	9
10	210750000	6	40	256 qam	10
11	218750000	6	40	256 qam	11
12	226750000	5.9	40	256 qam	12
13	234750000	5.9	40	256 qam	13
14	242750000	5.8	40	256 qam	14
15	250750000	5.8	40	256 qam	15
16	258750000	5.8	40	256 qam	16
17	266750000	5.6	40	256 qam	17
18	274750000	5.5	40	256 qam	18
19	282750000	5.6	40	256 qam	19
20	290750000	5.5	40	256 qam	20
21	298750000	5.6	40	256 qam	21
22	306750000	5.5	40	256 qam	22
23	314750000	5.5	40	256 qam	23
24	322750000	5.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	24	34
2	Locked	38.9	45	32
3	Locked	38.9	56	17
4	Locked	40.3	38	0
5	Locked	40.3	30	0
6	Locked	40.3	35	0
7	Locked	40.3	37	0
8	Locked	40.9	38	0
9	Locked	40.3	24	0
10	Locked	40.3	13	0
11	Locked	40.3	15	0
12	Locked	40.3	14	0
13	Locked	40.9	12	0
14	Locked	40.3	14	0
15	Locked	40.3	24	0
16	Locked	40.9	18	0
17	Locked	40.3	24	0
18	Locked	40.3	29	0
19	Locked	40.3	25	0
20	Locked	40.3	37	0
21	Locked	40.3	34	0
22	Locked	40.3	28	0
23	Locked	40.3	27	0
24	Locked	40.3	25	0

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	25799907	40.5	5120	64 qam	4
2	46200000	41.8	5120	64 qam	1
3	32600101	41	5120	64 qam	3
4	39400071	41.3	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Straight6Petrol]

The connection actually looks quite decent and other than the errors it's all good figures.

Make sure all connections (at the back of the router, on the white box into the house) are nice and finger tight. 

Give the hub a reboot (leave it off for 5 mins) then allow another 5 mins to settle. Then run another speed test.

Wen you run the test try connect via ethernet to the hub, although over WiFi you should still get more than 20mbps. 

Also try a couple speed test sites, I find fast.com the most accurate.

[Kath_F]

Hi Jus7M3,

Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Jus7M3, 

Thanks for coming back to me via private message with your information. 

Checking the account and Hub, it looks as though there are some signal issues as well as the power levels. I have booked you in for the next available appointment to resolve these. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.

[Jus7M3]

the technician came and said that the hub gets way too hot even when not in direct sunlight... also the box outside was only for 100 even tho our contract is for 250... he also said to call customer service and report these problems and that we shouldn't be getting speeds lower than the half of what the contract is for, so the minimum we should be getting is 125 but even when the technician checked it was still low, around 50-70... it has been like that for several days and the lady that was talking to us over the phone said the half speed guaranteed isn't true, there won't be any compensations and then hung up on us by saying something "chod" in indian... 

[Anonymous]

chod 😲

That's swearing.

[jem101]

---

@Jus7M3 wrote:

the technician came and said that the hub gets way too hot even when not in direct sunlight... also the box outside was only for 100 even tho our contract is for 250... he also said to call customer service and report these problems and that we shouldn't be getting speeds lower than the half of what the contract is for, so the minimum we should be getting is 125 but even when the technician checked it was still low, around 50-70... it has been like that for several days and the lady that was talking to us over the phone said the half speed guaranteed isn't true, there won't be any compensations and then hung up on us by saying something "chod" in indian... 

---

So basically, the technician came around and did nothing other than say that the hub was getting too hot (did he or she offer to swop it out?), and the box outside is only for 100, which is complete rubbish and you were basically lied to, I guess he or she just wanted to get away early!

The minimum speed guarantee is true, it's roughly a half of the rated speed and I believe if you fail to hit this for 30 days and VM are unable or unwilling to fix it, then you can leave without any penalty. Not too surprised that the offshore call centre staff might not know that, they are often poorly trained, robotic script readers on whatever passes for minimum wages in India or Philippines, who regularly lie just make stuff up when faced with anything which can't be fixed by 'turn it off and on again'. Actually swearing at a customer is a new one though, I have to say.

Call VM back, follow the options for 'want to leave us', which generally gets through to a UK call centre, explain exactly what has happened and see what they can offer to do for you - they generally have more leeway to deal with issues. You might well have to go through with actually finding another service provider and really leave VM.

[Martin_N]

Hi Jus7M3,

Thank you for keeping us updated with this. 

I'm very sorry you're unhappy with the visit. 

I have taken another look on our side and an area fault has been reported. 

This is an SNR fault (Sound to noise ratio) the current estimated fix date is: 29 JUL 2021 16:00. 

The fault reference for this is: F009178562. 

^Martin