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JJGosling
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Message 1 of 21
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Slow broadband speed with VIVID 200 in Area 30

Hello Virgin Media,

Could someone please investigate the issues causing slow broadband speeds in area 30 and let me know when I can expect any improvements? I'm on VIVID 200, but very rarely achieve such speeds even during off peak hours. This has been a problem for over a month. Prior to that I always seemed to get max speeds (or at least fast enough not to notice).

I suspect this is an over-subscription issue, but I would appreciate confirmation and a review date if applicable. I've copied in a log below of the speeds I've been experiencing at various times of the day. These were captured using a wired connection with little or no other usage on the local area network.

Any help would be appreciated.

Cheers Jason

Monday 06/02/17 21:08 Download: 4.62Mb/s Upload: 2.28Mb/s http://www.speedtest.net/my-result/6031034518

Tuesday 07/02/17 20:46 DOWNLOAD: 13.79Mb/s UPLOAD: 4.73Mb/s http://www.speedtest.net/my-result/6033967521

Wednesday 08/02/17 17:28 DOWNLOAD: 114.72Mb/s UPLOAD: 5.95Mb/s http://www.speedtest.net/my-result/6036319803

Wednesday 08/02/17 20:54 DOWNLOAD: 59.03Mb/s UPLOAD: 4.79Mb/s http://www.speedtest.net/my-result/6036870981

Thursday 09/02/17 17:18 DOWNLOAD: 59.15Mb/s UPLOAD: 3.53Mb/s http://www.speedtest.net/my-result/6039285647

Thursday 09/02/17 20:48 DOWNLOAD: 3.84Mb/s UPLOAD: 3.31Mb/s http://www.speedtest.net/my-result/6039836019

Friday 10/02/17 18:01 DOWNLOAD: 43.14Mb/s UPLOAD: 6.36Mb/s http://www.speedtest.net/my-result/6042325994

Friday 10/02/17 22:00 DOWNLOAD: 10.47Mb/s UPLOAD: 6.52Mb/s http://www.speedtest.net/my-result/6042884915

Saturday 11/02/17 08:30 DOWNLOAD: 200.04Mb/s UPLOAD: 6.74Mb/s http://www.speedtest.net/my-result/6043781144

Saturday 11/02/17 19:15 DOWNLOAD: 62.06Mb/s UPLOAD: 6.01Mb/s http://www.speedtest.net/my-result/6045171483

Sunday 12/02/17 09:34 DOWNLOAD: 110.01Mb/s UPLOAD: 5.76Mb/s http://www.speedtest.net/my-result/6046335208

Sunday 12/02/17 21:12 DOWNLOAD: 17.83Mb/s UPLOAD: 5.07Mb/s http://www.speedtest.net/my-result/6047676963

Monday 13/02/17 17:37 DOWNLOAD: 104.80Mb/s UPLOAD: 5.16Mb/s http://www.speedtest.net/my-result/6049882495

Tuesday 14/02/17 17:18 DOWNLOAD: 118.42Mb/s UPLOAD: 12.33Mb/s http://www.speedtest.net/my-result/6052624551

Tuesday 14/02/17 21:43 DOWNLOAD: 36.85Mb/s UPLOAD: 12.25Mb/s http://www.speedtest.net/my-result/6053253295

Wednesday 15/02/17 17:08 DOWNLOAD: 28.90Mb/s UPLOAD: 9.17Mb/s http://www.speedtest.net/my-result/6055391939

Monday 13/03/17 21:51 DOWNLOAD: 5.06Mb/s UPLOAD: 12.23Mb/s PING: 12 ms http://www.speedtest.net/my-result/6127649401

Tuesday 14/03/17 08:10 DOWNLOAD: 37.38Mb/s UPLOAD: 12.29Mb/s PING: 10 ms http://www.speedtest.net/my-result/6128597898

Wednesday 15/03/17 15:14 DOWNLOAD: 103.73Mb/s UPLOAD: 12.47Mb/s PING: 7 ms http://www.speedtest.net/my-result/6132610205

Wednesday 15/03/17 16:00 DOWNLOAD: 74.88Mb/s UPLOAD: 12.41Mb/s PING: 8 ms http://www.speedtest.net/my-result/6132749174

Wednesday 15/03/17 19:08 DOWNLOAD: 9.21Mb/s UPLOAD: 12.23Mb/s PING: 12 ms http://www.speedtest.net/my-result/6133277350

Wednesday 15/03/17 19:58 DOWNLOAD: 9.95Mb/s UPLOAD: 12.12Mb/s PING: 13 ms http://www.speedtest.net/my-result/6133410545

Wednesday 15/03/17 21:30 DOWNLOAD: 13.93Mb/s UPLOAD: 12.33Mb/s PING: 11 ms http://www.speedtest.net/my-result/6133635490

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JJGosling
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Message 2 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

Area is NG19 by the way and my download speeds appear to be better this morning...

Thursday 16/03/17 07:56 DOWNLOAD: 200.36Mb/s UPLOAD: 12.27Mb/s PING: 9 ms http://www.speedtest.net/my-result/6134694108
Thursday 16/03/17 09:55 DOWNLOAD: 213.72Mb/s UPLOAD: 12.28Mb/s PING 8 ms http://www.speedtest.net/my-result/6134939659
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Nightfire
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Message 3 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

I Confirm this also in Area 30,

For the last month or so during peak times my download speed appears to tank to anything between 2-10mb. As other have posted here I feel this needs to be looked into an addressed as after midnight the speed returns to normal levels.

If any throttling has taken place on my account during this time I would also be interested to know

I am currently paying for 200mb however it appears that what I am actually get home from work I am paying a premium for a service I am not being provided. Could this be looked into and a response be made as if this continues I will be dropping my speed to the lowest until this resolved.

Thanks

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greyman
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Message 4 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

As a fellow area 30/ng19 sufferer, I have recently been getting poor off-peak speeds, as well as the usually crap peak speeds, so called VM yesterday, they made an appointment for an engineer to visit, but as the speed, perhaps coincidentally, appeared to have returned to where I would expect, for a day or so, I cancelled the visit.

now we will just have to wait for the peak time issue to be resolved.

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Nightfire
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Message 5 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

Another day another 2mb Smiley Happy

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benyameen
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Message 6 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

I have managed to get through to customer support a few times, and it appears that the lines in area 30 / NG19 / NG17 apparently have been over subscribed...Smiley Indifferent

When asked when it would be resolved, as many of us are paying for 200mbit speeds and getting much less http://www.speedtest.net/result/6136621264.png , they said that it would not be until May that is was resolved!

It would be nice to hear from someone at Virgin to find out what the current progress is, and why it cannot be expedited!

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Nightfire
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Message 7 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

Thanks mate for actually taking the time to respond and give us a response. Shame our service provider doesn't have the decency to do the same.

+1 on having updates from virgin on this. 10% of our paid speed should be a cost reduction. Until resolved we should not be responsible for Virgin not having the network capability to cope with demand/greed

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JJGosling
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Message 8 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

Following on from my last post, Thursday ended up going downhill the same as every other day...


Thursday 16/03/17 07:56 DOWNLOAD: 200.36Mb/s UPLOAD: 12.27Mb/s PING: 9 ms http://www.speedtest.net/my-result/6134694108

Thursday 16/03/17 09:55 DOWNLOAD: 213.72Mb/s UPLOAD: 12.28Mb/s PING: 8 ms http://www.speedtest.net/my-result/6134939659

Thursday 16/03/17 12:30 DOWNLOAD: 174.69Mb/s UPLOAD: 12.33Mb/s PING: 8 ms http://www.speedtest.net/my-result/6135291049

Thursday 16/03/17 15:40 DOWNLOAD: 168.96Mb/s UPLOAD: 12.32Mb/s PING: 8 ms http://www.speedtest.net/my-result/6135803584

Thursday 16/03/17 17:50 DOWNLOAD: 3.52Mb/s UPLOAD: 3.77Mb/s PING 68 ms http://www.speedtest.net/my-result/6136170083

Thursday 16/03/17 18:44 DOWNLOAD: 9.15Mb/s UPLOAD: 12.14Mb/s PING: 12 ms http://www.speedtest.net/my-result/6136329926

Thursday 16/03/17 22:00 DOWNLOAD: 7.59Mb/s UPLOAD: 12.20Mb/s PING: 14 ms http://www.speedtest.net/my-result/6136810236

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Nightfire
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Message 9 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

Can we get an official response to this. As others have the fault is not showing via service status and it is a disgrace to loyal long standing customers like myself of 5+ years to be treated this way and have to though the useless customer support of please factory reset you router to get information.

I feel a letter to the ombudsmen is in order if this continues
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JJGosling
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Message 10 of 21
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Re: Slow broadband speed with VIVID 200 in Area 30

I've been with NTL/VM continuously since the first cable modems became available. I think it was 512kbit/s or less back in the early 2000s. The service provided has had it's problems through the years, but they've always been resolved in a few days, albeit sometimes requiring an engineer visit.

I use my connection predominantly for gaming in the evenings (it's also my day job). I could manage with the slow speeds to some extent, but it's the poor latency that is the most disruptive aspect of these recent problems. It's useless for gaming, so I have to stop what I'm doing. Working from home with a VPN connection to work is impractical too, so that's no longer an option at present. Streaming TV, Amazon, Netflix, etc is just about ok most of the time, but occasionally it just freezes too.

I'm aware that it takes around a week for an official response to these threads, so I'll wait for confirmation. But from reading other threads and the responses to this one, the service is obviously saturated and over-subscribed. If that's the case, then I'll have to review my options. Reduce my bill, reduce my package, move to Sky, etc. It's a shame there's no real competition in this area yet.
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