LiamTG
02-09-2007, 16:25
When I contacted VM about my slow speeds this is the reply I got. I haven't done it yet as I just don't have the time, hopefully it will work for you!
I've run full diagnostics on your connection and have not been able to
find a fault on the network that would be causing you to have slow
speeds. Could you please complete the checks below and send the results
back to me by return email?
A major cause of slow speeds is spyware on PCs. Spyware is software that
can install itself on to your PC without your knowledge and cause
problems when browsing the Internet. If you have spyware security
software, you'll need to scan your entire system using this software and
remove any files that are detected. If you currently have no spyware
software you can download our PCguard software from the following link:
-
http://help2.virginmedia.com/help/getContent.jspx?page=ser_pcguard_home
If you're still having an issue with slow speeds once you have checked
for spyware, then please complete the checks below.
To check your speed please go to gamefiles.virginmedia.com and select 2
files of at least 20 MB, also select 2 from fuller.zen.co.uk/test, then
download them all simultaneously. You should be able to get around 1000
KB/s in total for the 10 Mb service, 500 KB/s for the 4 Mb service and
250 KB/s for the 2 Mb service. Please ensure when downloading that you
have no other open programs running as they will all use a share of the
connection speed.
A traceroute to www.bbc.co.uk
Details of how to traceroute can be found at:
help2.virginmedia.com/help/getContent.jspx?page=h_the_internet_trace
This will show the network hops to the BBC server and we can then take a
look at these to see if there is a delay in the connection times.
To copy and paste this information to send to us, please right click in
the dos window, click on select all and you should see the screen go
white this means the information has been copied, then just paste it
into your email.
To paste, just select the Ctrl key and V and this should paste the
information into the email.
A netstat -a
To do a netstat -a, please follow these instructions:
Click on the Start button and then Run, another box should come up where
you must type the word ?command? then press OK.
If you have done this properly then a black box will come up.
Type the command: netstat -a and press enter.
This will show what programs you have running on the PC at this time
that are opening a connection to the Internet. All these open
connections will use up a proportion of your available connection speed.
You will be able to copy and paste the information in exactly the same
way as you can in a trace route.
With this diagnostic information we will then be able to look into the
issue for you.
We look forward to hearing from you soon.
I've run full diagnostics on your connection and have not been able to
find a fault on the network that would be causing you to have slow
speeds. Could you please complete the checks below and send the results
back to me by return email?
A major cause of slow speeds is spyware on PCs. Spyware is software that
can install itself on to your PC without your knowledge and cause
problems when browsing the Internet. If you have spyware security
software, you'll need to scan your entire system using this software and
remove any files that are detected. If you currently have no spyware
software you can download our PCguard software from the following link:
-
http://help2.virginmedia.com/help/getContent.jspx?page=ser_pcguard_home
If you're still having an issue with slow speeds once you have checked
for spyware, then please complete the checks below.
To check your speed please go to gamefiles.virginmedia.com and select 2
files of at least 20 MB, also select 2 from fuller.zen.co.uk/test, then
download them all simultaneously. You should be able to get around 1000
KB/s in total for the 10 Mb service, 500 KB/s for the 4 Mb service and
250 KB/s for the 2 Mb service. Please ensure when downloading that you
have no other open programs running as they will all use a share of the
connection speed.
A traceroute to www.bbc.co.uk
Details of how to traceroute can be found at:
help2.virginmedia.com/help/getContent.jspx?page=h_the_internet_trace
This will show the network hops to the BBC server and we can then take a
look at these to see if there is a delay in the connection times.
To copy and paste this information to send to us, please right click in
the dos window, click on select all and you should see the screen go
white this means the information has been copied, then just paste it
into your email.
To paste, just select the Ctrl key and V and this should paste the
information into the email.
A netstat -a
To do a netstat -a, please follow these instructions:
Click on the Start button and then Run, another box should come up where
you must type the word ?command? then press OK.
If you have done this properly then a black box will come up.
Type the command: netstat -a and press enter.
This will show what programs you have running on the PC at this time
that are opening a connection to the Internet. All these open
connections will use up a proportion of your available connection speed.
You will be able to copy and paste the information in exactly the same
way as you can in a trace route.
With this diagnostic information we will then be able to look into the
issue for you.
We look forward to hearing from you soon.