Does this Modem setting looks right?

dmarook · 14-12-2007, 00:50

Hello all,

I have just downgraded from 20 Meg to 4 Meg as I was only using it in the evening. It was starting to look like a joke to pay that much for a service that I could not use at the time when I want to.

Just had a look at the modem settings page and it shows:

Maximum Downstream Data Rate : 1536000
Maximum Upstream Data Rate : 256000

Does that look right for 4 Meg service? Because this is what I am getting on speed tests:

Fri, 14 Dec 2007 00:34:26 GMT

Test 1: 1024K took 5687 ms = 180.1 KB/sec, approx 1484 Kbps, 1.45 Mbps
Test 2: 1024K took 5672 ms = 180.5 KB/sec, approx 1487 Kbps, 1.45 Mbps
Test 3: 1024K took 5719 ms = 179.1 KB/sec, approx 1476 Kbps, 1.44 Mbps
Test 4: 2048K took 11359 ms = 180.3 KB/sec, approx 1486 Kbps, 1.45 Mbps

Overall Average Speed = approx 1483 Kbps, 1.45 Mbps

Would someone please enlighten me. Thanks in advance.

DM

**Graham M** · 14-12-2007, 07:50

It looks to me like your modem has got settings for 1.5MBPS (which hasn't been provided for a long time) and that is exactly what you are getting, get on the blower!

(But not before rebooting the modem etc)

deed02392 · 14-12-2007, 16:16

Yes, Zeph is right. Someone has updated your modem WRONGLY, and you need to telephone support. Obviously try a couple of power cycles of the modem first though, just to be sure.

Nedkelly · 14-12-2007, 16:53

Not seen that before

deed02392 · 14-12-2007, 17:07

Sounds pretty unfortunate. I'd take a guess that whoever was responsible for downgrading them accidentally chose 1.5Mb?

BBKing · 14-12-2007, 17:20

I wouldn't bet on it - I can check if you send me the modem's MAC address.

Usually when tiers get changed the name remains the same, the speed is thus jumped up a bit. It would be odd if 1.5Mb was still around as a tier, but not impossible I suppose.

dmarook · 15-12-2007, 00:27

Got it sorted after 2 calls to broadband support and one call to customer support. The first Indian chap at broadband support sent me to Cust support after singing his tune about charging 25p per min and taking about 5 mins to go through my account details. It was quite clear at the end of our conversation that he had absolutely no idea what he was talking about and no understanding of what my problem was. He sounded very releaved to be able to say 'Please call customer service sir, they will be able to sort out all your problems.' So off I went to 150. The Indian lady patiently took my account details, and then told me I am on the 4 Meg pack (which I already knew, surprise, surprise!!) and if I feel I have any problem with my broadband, I should call 0906.... I tried to explain that I have already done that and it was the 0906.. people who have sent me to Cust service. Then she went in to her broken record mode and started repeating that if I feel I have any problem with my broadband, I should call 0906.... After her 3rd loop I gave up, clinched my teeth and dialled 0906.... disparately hoping it's not the same guy that answers. This time though I hit the jackpot. This guy started his 25p tune and as soon as I interrupted him saying that I've already heard that today he promptly took my details and listened carefully to what my problem was. He said he would need the help of cust support to sort out my problem but he would deal with it. He took my contact number and said he would call me back in 10 minutes. Soon I received a call from an English chap from Virgin cust service who told me he is sorting my modem and I should be getting my proper speed with in an hour. After another five minutes I get a call from the 2nd Indian tech guy who tells me that my modem has been flushed and I should restart my modem. I thanked him and promptly rebooted my modem and now I am on 4 Meg as I should be.

I have written all this in detail just to illustrate the fact that there are a few bright lads in the Indian call centre who really understands what they are doing there. It's just pot luck whether you'll catch them or not at the hour of your need.

gobbledigook · 15-12-2007, 17:49

Hear hear!! dmarook!

its nice to see someone here reporting back when something went well

dan

deed02392 · 15-12-2007, 18:24

Yeah, that sounds look a happy story to me! I just wish there was some way of getting a direct number to the UK techies, they always know what they're talking about. They sorted out my speed within minutes, automaticalyl restarting my modem, and that was a full month after an Indian told me to wait 24 hours..