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spikey673
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Message 1 of 18
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Speed drop

Ive had virgin 50Mb broadband for 6/7 months now, always recieved the correct speed, but the last few days I've only been receiving less than 20Mb can a member of the team tell me if I'm now affected by contention please? 

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Message 2 of 18
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Re: Speed drop

Hi spikey673,

Welcome to the Community!

Really sorry to hear you're having trouble with your connection.

I've checked out your account and everything is looking great at the moment. No issues with the network and your levels are all healthy.

Are you connecting wired or wirelessly?

Speak soon Smiley Very Happy

Josh


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spikey673
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Message 3 of 18
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Re: Speed drop

I'm on wireless, everyday I get 54Mb up until about 2pm.

then it drops to less than 20Mb, starts going back up at about 11pm.

looks like a perfect candidate for over utilisation.

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Message 4 of 18
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Re: Speed drop

Hey spikey673,

Thanks for getting back to us Smiley Happy

I've checked the usage in your area and it's well within our thresholds at the moment. Are you seeing the speed drops on multiple devices? Please test an Ethernet connection for comparison, if you don't have a cable let us know and we will send one out to you.

Thanks again for posting,

Take care.

Heather_J

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spikey673
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Message 5 of 18
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Re: Speed drop

Hi, since posting this question i have had a move around inside my home, this gave me the opertunity to put my pc next to my router, allowing me to use an ethernet cable to test my connection as it's now hard wired, not wi-fi.

 

Having done this i can still see my connection is not providing the speeds it should, sometimes it is brilliant and i get more speed than i should 105Mbps, and other times like just now @18:50 12/07/17 i only got 37.16Mbps.

This test was done with the pc in "safe mode with networking" and the modem in modem mode.

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greyman
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Message 6 of 18
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Re: Speed drop

Hi Heather,

Are you able to share what "our thresholds" means?

For example, is there a minimum limit on the percentage of the customer's "up to" speed that they are getting or is there a maximum number of subscriptions that can be supported on a network segment? It would be really helpful, for the sake of transparency, to know what these limits are.

Thanks
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spikey673
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Message 7 of 18
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Re: Speed drop

I should also add this was after I had performed a pinhole reset back to default settings, also since my original post I'm now on 100/6 connection ( or at least should be ).

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spikey673
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Message 8 of 18
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Re: Speed drop

Please can someone flag this so someone actually answers me, thanks in advance.

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Message 9 of 18
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Re: Speed drop

Hi spikey673,

Thanks for getting back to me Smiley Happy

I've received your PM and I've just replied.

Speak with you soon,

Take care.

Heather_J

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spikey673
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Message 10 of 18
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Re: Speed drop

 

So you think 16Mb out of a supposedly 100Mb connection does not count as a fault? Bearing in mind I'm paying for the latter!

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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