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Coleyyy94
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THROTTLED SPEEDS

The service is absolutely ridiculous! Paying for 500mbs ! Getting 0.6-2mbs !  Rang to cancel to be told virgin are THROTTLING SPEEDS AND THEYRE PUTTING ME THREW TO FAULTS. Faults team apparently have no idea as virgin dont throttle speeds BIG FAT LIARS. The man i spoke to in cancellations told me theres a big note on my account saying throttled speeda 30gb per month but allowing me to pay 116 per month for a 500mbs package ! Disgusting . Do not try telling me otherwise when it clearly states the speeds are being throttled ! Lift the throttle or refund me for the services im paying for absolutely disgraceful customer service and company 

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MikeRobbo
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Alessandro Volta
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Message 2 of 11
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Re: THROTTLED SPEEDS

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: THROTTLED SPEEDS

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Coleyyy94
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Re: THROTTLED SPEEDS

Cant find any of what yoir asking me to do 

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Coleyyy94
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Re: THROTTLED SPEEDS

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
46200048
Locked
Provisioning State
Online
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jbrennand
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Message 6 of 11
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Re: THROTTLED SPEEDS

VM do not throttle speeds on BB packages - the agent was wrong.

Users here will help identify what the issue is and how to get it sorted but you will have to provide information asked for.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Coleyyy94
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Re: THROTTLED SPEEDS

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

1330750000-2.240256 qam25
2234750000-1.440256 qam13
3242750000-1.440256 qam14
4250750000-1.440256 qam15
5258750000-1.240256 qam16
6266750000-1.540256 qam17
7274750000-1.740256 qam18
8282750000-1.940256 qam19
9290750000-1.940256 qam20
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Coleyyy94
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Message 8 of 11
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Re: THROTTLED SPEEDS

The agent told me exactly what it said ! Its happened before so yes they do throttle speeds 

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jbrennand
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Message 9 of 11
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Re: THROTTLED SPEEDS

Rule number 1 in VM world. Never believe anything a VM CS agent tells you unless they send you the proof - ask to see the notes on your account. In fact... look at it on the website and see if it's there.

BTW - post up the rest of the data Mike asked for. Note there is data for 24 Down channels (not 9) and 4 upstream channels (two tables in each settings page) and the network logs.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Coleyyy94
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Message 10 of 11
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Re: THROTTLED SPEEDS

Wont let me post the rest of it says there is hoghlighted errors and there isnt

 

As for your "rule" theyve been telling me for 2 days there is no issues with my broadband ! I do not believe them ! Then to be told off an engineer who can to check the cables and router that there is nothing wrong and hes spoke to  his manager and speeds are throttled as well as the cancellation team today telling me the exact same thing. They do throttle speeds and they deny the fact they do so 

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