Menu
Reply
Jus7M3
  • 7
  • 0
  • 0
Joining in
438 Views
Message 1 of 12
Flag for a moderator

Internet speed s*cks

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???

0 Kudos
Reply
Richw1982
  • 372
  • 33
  • 89
Fibre optic
427 Views
Message 2 of 12
Flag for a moderator

Re: Internet speed s*cks

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

I work for Virgin Media - but all opinions posted here are my own
0 Kudos
Reply
Jus7M3
  • 7
  • 0
  • 0
Joining in
382 Views
Message 3 of 12
Flag for a moderator

Re: Internet speed s*cks

Downstream bonded channels

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

11387500005.840256 qam1
21467500005.638256 qam2
31547500005.838256 qam3
4162750000640256 qam4
5170750000640256 qam5
61787500005.940256 qam6
7186750000640256 qam7
8194750000640256 qam8
92027500006.140256 qam9
10210750000640256 qam10
11218750000640256 qam11
122267500005.940256 qam12
132347500005.940256 qam13
142427500005.840256 qam14
152507500005.840256 qam15
162587500005.840256 qam16
172667500005.640256 qam17
182747500005.540256 qam18
192827500005.640256 qam19
202907500005.540256 qam20
212987500005.640256 qam21
223067500005.540256 qam22
233147500005.540256 qam23
243227500005.540256 qam24



Downstream bonded channels

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

1Locked40.32434
2Locked38.94532
3Locked38.95617
4Locked40.3380
5Locked40.3300
6Locked40.3350
7Locked40.3370
8Locked40.9380
9Locked40.3240
10Locked40.3130
11Locked40.3150
12Locked40.3140
13Locked40.9120
14Locked40.3140
15Locked40.3240
16Locked40.9180
17Locked40.3240
18Locked40.3290
19Locked40.3250
20Locked40.3370
21Locked40.3340
22Locked40.3280
23Locked40.3270
24Locked40.3250

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12579990740.5512064 qam4
24620000041.8512064 qam1
33260010141512064 qam3
43940007141.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Straight6Petrol
  • 8
  • 0
  • 1
Tuning in
371 Views
Message 4 of 12
Flag for a moderator

Re: Internet speed s*cks

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.

0 Kudos
Reply
Kath_F
  • 28.14K
  • 1.08K
  • 2.17K
Forum Team
Forum Team
315 Views
Message 5 of 12
Flag for a moderator

Re: Internet speed s*cks

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
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Kath_F
  • 28.14K
  • 1.08K
  • 2.17K
Forum Team
Forum Team
254 Views
Message 6 of 12
Flag for a moderator

Re: Internet speed s*cks

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.

Kath_F
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Jus7M3
  • 7
  • 0
  • 0
Joining in
172 Views
Message 7 of 12
Flag for a moderator

Re: Internet speed s*cks

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... 

0 Kudos
Reply
Anonymous
Not applicable
168 Views
Message 8 of 12
Flag for a moderator

Re: Internet speed socks

chod 😲

That's swearing.

0 Kudos
Reply
jem101
  • 1.72K
  • 238
  • 803
Very Insightful Person
Very Insightful Person
142 Views
Message 9 of 12
Flag for a moderator

Re: Internet speed s*cks


@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
  • 5.6K
  • 235
  • 322
Forum Team
Forum Team
127 Views
Message 10 of 12
Flag for a moderator

Re: Internet speed s*cks

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

0 Kudos
Reply