Incorrect Speed

chrishodg · 26-06-2008, 22:53

Hi,

Any help with this will be greatly appreciated, 8 weeks ago we moved house we asked for Large BB instead of the Medium we were on in the previous house now, 4 engineers, 15 phone calls (at least to tech alone), i still have the problem with receiving the incorrect service. The connection being paid for is the L and we are receiving M and some days like today i am receiving no more than 1mbps, when calling technical support although to call them technical is a joke

, all i get is restart the modem we'll send some "signals", plug the modem directly into your computer and not through the wireless router (because of course this will cause me to loose 3mb in connection speed),then you are advised to wait 48 hours or just long enough for customer services to close then they will refer you there, to only be referred to technical again the next day, and you can see the pattern forming i am sure. The latest installment came when i was told my modems MAC address was registered to someone elses account, they have now rectified this and all should be ok, which it is not.. Virgin seem very capable of charging for the service you ask for but not actually providing it, is there anyone that has any idea what the problem could be or anyone from Virgin Media that could sort this out for me, as i have had no luck with technical or customer services or any managers for that matter in getting this very annoying issue resolved,

rant over.

Please help!!

If you require any further information please let me know and i'll post it.

Chris,

sstainer · 26-06-2008, 23:32

oh dear chris, have you tried the customer care people maybe better chance of something being done correctly??
i take that back you done it, ok
how about the upgrade your speed at your account at virgin media webpage

chrishodg · 27-06-2008, 00:03

Thanks for the reply, yeah customer care(LOL) are just as bad unfortunately, they all try but none succeed, i wouldn't have thought the upgrade your speed option wouldn't be applicable as the large bb package shows on the bill they just cannot enable it so i receive the service.
Chris

Welshchris · 27-06-2008, 01:30

ask them to check out if theres over utilization on the UBRs in ur area. U can ask them to do this without phoning via their newsgroups.

27-06-2008, 07:43

Quote:

Originally Posted by chrishodg

Thanks for the reply, yeah customer care(LOL) are just as bad unfortunately, they all try but none succeed, i wouldn't have thought the upgrade your speed option wouldn't be applicable as the large bb package shows on the bill they just cannot enable it so i receive the service.
Chris

Post ur results from here 192.168.100.1 password and username is root root is needed and see what the techs can see

As for your wireless comment yes you can loose 3meg over wireless I lost 14mb over my wireless connection

Welshchris · 27-06-2008, 07:47

the best wireless routers for Virgin 20mb tend to be the Netgear rangemax from what i can remember reading.

**Rob M** · 27-06-2008, 07:57

Quote:

Originally Posted by darthlinux

Post ur results from here 192.168.100.1<snip>

.....but please don't post your MAC address or IP address - thanks

Richy99 · 27-06-2008, 09:20

hes on 4meg so unless he is running wireless b there shouldnt be any lose of speed over the wireless providing he is using wiresss g equipment and has a decent signal

chrishodg · 27-06-2008, 10:50

to clear up the wireless issue, its the same connected directly to the modem and if your losing 14 meg over a wireless connection bin that router and get another, i will post the results from there when i get home, thanks for the replies,

chris,

chrishodg · 27-06-2008, 20:01

i presume this is the info you require:

Downstream Receive Power Level : 6.0 dBmV
Downstream SNR : 37.4 dB
Upstream transmit Power Level : 40.0 dBmV

The latest speed test results show download at: 1984kbps and upload at: 191kbps.

Cheers,

Chris,

r00t · 27-06-2008, 20:09

Those figures are fine Chris.

chrishodg · 28-06-2008, 02:59

well they are fine but i am still receiving the incorrect speed! i am paying for large and receiving 2mb if i'm lucky, this isn't right and VM will NOT sort it anyone able to help from VM?
the download and upload figures are no different from when i was paying for the medium package!!!

cheers,

chris,

colin-bennett · 28-06-2008, 06:58

Quote:

Originally Posted by chrishodg

well they are fine but i am still receiving the incorrect speed! i am paying for large and receiving 2mb if i'm lucky, this isn't right and VM will NOT sort it anyone able to help from VM?
the download and upload figures are no different from when i was paying for the medium package!!!

cheers,

chris,

I understan your frustration chris.
May I make a few points below.
If any are wrong please advise as will help others reading the thread.
The Movers team transfered your account from your old property to your new property ??
Was the upgrade to go thru after the move so at your old property you on 2 meg and at new property 4 meg ???
This being so Movers may have done poor job (nothong changed here then) (joke)
You took your modem with you ??

Tech support could see your mac code at other address, Was this your old address ??
If your modem not assigned correctly sending hits has no effect. re-booting has no effect.

Resolution.

Speak to movers who will check the transfer was correct and any equipment on the system was removed from your old address...

Speak to cust care who can order new modem. Once arrived reg new modem with tech support.
Get tech out to change modem (which may be faulty).
I do hope the above helps

monkey2468 · 28-06-2008, 08:04

Quote:

Originally Posted by chrishodg

i presume this is the info you require:

Downstream Receive Power Level : 6.0 dBmV
Downstream SNR : 37.4 dB
Upstream transmit Power Level : 40.0 dBmV

The latest speed test results show download at: 1984kbps and upload at: 191kbps.

Cheers,

Chris,

Can you show the results from the 'operational config.' page?

sstainer · 28-06-2008, 08:07

Quote:

Originally Posted by chrishodg

Thanks for the reply, yeah customer care(LOL) are just as bad unfortunately, they all try but none succeed, i wouldn't have thought the upgrade your speed option wouldn't be applicable as the large bb package shows on the bill they just cannot enable it so i receive the service.
Chris

i'd still try it to be honest if it was me and i was in your shoes
first i would check that the settings were correct for 4mb/10mb in the operation config page of http://192.168.100.1/CmOpConfig.asp
the data rates up/down

then i'd waltz on over to my account at virgin media go through all the bother of loggin in seeing what my speed was and if an option to upgrade it was there ie 4mb/20mb thats if the system showed me as 2mb??
if it did i'd click the 4mb for sure and let virgin worry about any paper work needed.

on another note maybe write to virgin complain at the level of service you got and say why should i pay xx for xx service?

good luck what ever u do