View Full Version : Slow Speeds in Stockport
Since the 50Mb upgrade in Stockport last Thursday browsing the web has generally been a lot slower but tonight it's really bad. Pages are taking ages to load in. I've not been traffic managed as all i do is browse the web. Is this normal for the first week after the 50Mb upgrade whilst it all settles in?
Results on a 20Mb connection
Mon, 22 Jun 2009 22:01:15 UTC
Test 1: 1024K took 11211 ms = 91.3 KB/sec, approx 752 Kbps, 0.73 Mbps
Test 2: 1024K took 14067 ms = 72.8 KB/sec, approx 600 Kbps, 0.59 Mbps
Test 3: 1024K took 14113 ms = 72.6 KB/sec, approx 598 Kbps, 0.58 Mbps
Test 4: 2048K took 17930 ms = 114.2 KB/sec, approx 941 Kbps, 0.92 Mbps
Overall Average Speed = approx 723 Kbps, 0.71 Mbps
To repeat this test from the source server click here (http://homepage.ntlworld.com/paul.marsden/newspeedtest.html?1245708159145).
Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.
If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp
If using any other modem click here
http://192.168.100.1/
What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.
DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER
Ambit 256
Downstream - 9.7 dBmV
SNR - 40.5 dB
Upstream - 42.3 dBmV
Ambit 256
Downstream - 9.7 dBmV
SNR - 40.5 dB
Upstream - 42.3 dBmV
They are fine so the issue will be elsewhere give Tech Support a call.
Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.
If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp
If using any other modem click here
http://192.168.100.1/
What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.
DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER
They are fine so the issue will be elsewhere give Tech Support a call.
Thanks Moldova. Browsing seems a lot better this afternoon since i got back so i'll see if it stays that way.
They're at it in Stockport again, flicking switches they have no right to be touching. I pay all that money to go slightly over 20Mb not 0.09. I'd love to walk in on them some time and give them the old Stephen Fry as the duke of Wellington from Blackadder routine. Teeeeeaaaaaaaaaaaaaaaaaaaaaaa.
Mon, 29 Jun 2009 20:08:30 UTC
Test 1: 1024K took 55958 ms = 18.3 KB/sec, approx 151 Kbps, 0.15 Mbps
Test 2: 1024K took 172829 ms = 5.9 KB/sec, approx 49 Kbps, 0.05 Mbps
Test 3: 1024K took 72699 ms = 14.1 KB/sec, approx 116 Kbps, 0.11 Mbps
Test 4: 2048K took 295817 ms = 6.9 KB/sec, approx 57 Kbps, 0.06 Mbps
Overall Average Speed = approx 93 Kbps, 0.09 Mbps
To repeat this test from the source server click here (http://homepage.ntlworld.com/paul.marsden/newspeedtest.html?1246306721471).
chriscling
30-06-2009, 03:54
ive had this problem for months and months now
i live in offerton in stockport, rang support countless times "its fine from our end your getting 20mb"
yeah ******** ive averaged about 1-2mb for the last 4 months,
they give me no solution to the problem, just a ten pound off something every now and again.
apparently "theres a problem in our area" that they are just not fixing.
ive had this problem for months and months now
i live in offerton in stockport, rang support countless times "its fine from our end your getting 20mb"
yeah ******** ive averaged about 1-2mb for the last 4 months,
they give me no solution to the problem, just a ten pound off something every now and again.
apparently "theres a problem in our area" that they are just not fixing.
Do you have Windows XP or Windows Vista?
ive had this problem for months and months now
i live in offerton in stockport, rang support countless times "its fine from our end your getting 20mb"
yeah ******** ive averaged about 1-2mb for the last 4 months,
they give me no solution to the problem, just a ten pound off something every now and again.
apparently "theres a problem in our area" that they are just not fixing.
Check the newsgroup - search for "SK6". I've been having "issues" for months also. I'm lucky if I get 2MB in the evenings on a 20MB link. First it was "Wait for the 50MB upgrade", now it's "wait to be moved to the new UBR". They haven't a timescale for that of course.
chriscling
30-06-2009, 16:05
Do you have Windows XP or Windows Vista?
xp, but i barely use the pc, just my playstation, same speeds from both anyway, pretty shocking
I live in Stockport and signed up to the 50MB package about 3 weeks ago and speeds were fine until last night. I was getting 6.3MB/sec from newsgroups and am now getting about 1.2MB/sec. I've run speedtests and get the same results. Just called support and they say there is a known problem in the area which should be fixed within the next 48 hours. Hope this isn't a sign of things to come.
mattdodds
30-06-2009, 20:58
Similar problems in SK5, will give it another day and get onto TS if it's no better.
known problem in the area which should be fixed within the next 48 hours.
Ahh , that old chestnut
Similar problems in SK5, will give it another day and get onto TS if it's no better.
Same issue here slow browsing and timeouts yesterday in SK5. I checked the service status page last night but didn't see any issues listed as affected my post code or area. Might help reduce calls to TS if known issues are actually posted
seems to be back to normal today though :)
---------- Post added at 22:23 ---------- Previous post was at 21:28 ----------
Same issue here slow browsing and timeouts yesterday in SK5. I checked the service status page last night but didn't see any issues listed as affected my post code or area. Might help reduce calls to TS if known issues are actually posted
seems to be back to normal today though :)
I've done it again! Spoken to soon and jinxed the whole thing.
Max D/L from any UK speedtest.net server is 2.5mbps and took 90 seconds to grab http://gamefiles.virginmedia.com/blueyondergames/trailers/movies/worldofwarcraft/leeroy.wmv - file is only 16MB :(
http://download.thinkbroadband.com/50MB.zip - 5 mins to download
Anyone else still having issues ??
I checked the service status page last night but didn't see any issues listed as affected my post code or area. Might help reduce calls to TS if known issues are actually posted
I asked them about this and the guy said they only show service status updates for people upto 20MB. Seemed a bit weird but could be true
amorrd
Just to double check ive just downloaded that file in about 7 seconds...
Thats on 10mb in M33 so not a million miles away from you guys
squirrel1970
01-07-2009, 00:12
SK5 here and 10mb connection and it's been up and down like a brides nightie here for WEEKS. Can't access newsgroups to report it either...
fyi: XP, Vista and Macbook here... all was well until a few weeks ago and this last week it's really been dire. 4mb is about average... we've ruled the router out of the equation as the connection drops randomly at no given notice and it's getting to the point where dialup seems fun (at this rate anyway)
If someone would like to do me a big favour and report this to newsgroups in the appropriate place (cos for whatever reason, I just can't get into newgroups... can't work it out why either...) so that once and for all, we might get this problem attended to?
What makes this all so ironic (for some reason) is that on the stroke of midnight, the pumpkin (rubbish connection) actually turns into Cinderellas coach (at least a decent connection that holds steady)
TIA :)
chriscling
01-07-2009, 15:49
mines the same haha
i get 2mb all day everyday then about 2am i get 5mb!
im on 20mb lol
Thu, 9 Jul 2009 20:57:49 UTC
Test 1: 1024K took 82935 ms = 12.3 KB/sec, approx 101 Kbps, 0.1 Mbps
Test 2: 1024K took 36691 ms = 27.9 KB/sec, approx 230 Kbps, 0.22 Mbps
Test 3: 1024K took 19477 ms = 52.6 KB/sec, approx 433 Kbps, 0.42 Mbps
Test 4: 2048K took 159541 ms = 12.8 KB/sec, approx 105 Kbps, 0.1 Mbps
Overall Average Speed = approx 217 Kbps, 0.21 Mbps
To repeat this test from the source server click here (http://homepage.ntlworld.com/paul.marsden/newspeedtest.html?1247173371006).
All this has only happened since 50Mb went live in Stockport on the 18th june, before that i've always had a good connection on all the speeds i've been on over the years. And this is the only reason i'm not upgrading to 50Mb until they sort out the speeds in Stockport on 20Mb and 10Mb.
Problem for the past 2 or 3 days in Baguley (not far from Stockport). I normally get 1200 KB/s downloading via nntp, now getting variable speeds between about 80 and 300 KB/s at any time of day.
pharrisoni
12-07-2009, 17:41
I am seeing the same in SK8 - I think that is is a latency problem rather than an absolute speed issue - if you have look at the web inspector on Safari, you can see that the response to web page requests is happening a long time after the request is made - this is the slowness - possibly pointing to DNS or routing issues - I have reported this to Virgin - no response yet - hopefully they will do something, but if you too are suffering then definitely report it at https://help2.virginmedia.com/assets/customer_zone/slowspeedformCZ.html - hopefully they will take notice if enough people do.
mattdodds
15-07-2009, 20:38
Looks like they've replaced the hamster:
Wed, 15 Jul 2009 19:37:59 GMT
Test 1: 1024K took 920 ms = 1113 KB/sec, approx 9171 Kbps, 8.96 Mbps
Test 2: 1024K took 861 ms = 1189.3 KB/sec, approx 9800 Kbps, 9.57 Mbps
Test 3: 1024K took 858 ms = 1193.5 KB/sec, approx 9834 Kbps, 9.6 Mbps
Test 4: 2048K took 1770 ms = 1157.1 KB/sec, approx 9535 Kbps, 9.31 Mbps
Overall Average Speed = approx 9585 Kbps, 9.36 Mbps
declanmagee
15-07-2009, 21:06
SK12 and using a 20mb connection I get the following speeds
Wed, 15 Jul 2009 20:01:08 UTC
Test 1: 1024K took 7969 ms = 128.5 KB/sec, approx 1059 Kbps, 1.03 Mbps
Test 2: 1024K took 7781 ms = 131.6 KB/sec, approx 1084 Kbps, 1.06 Mbps
Test 3: 1024K took 5359 ms = 191.1 KB/sec, approx 1575 Kbps, 1.54 Mbps
Test 4: 2048K took 16266 ms = 125.9 KB/sec, approx 1037 Kbps, 1.01 Mbps
Overall Average Speed = approx 1189 Kbps, 1.16 Mbps
I have recently upgraded ????? from a 2MB connection and had been getting better results.
Does anybody know if it is possible to cancel the NTL contract based on this poor performance ??
This I think answers my question as to whether I should return to Virgin then..... two years on and still the same issues they had when I left!:rolleyes:
I am seeing the same in SK8 - I think that is is a latency problem rather than an absolute speed issue - if you have look at the web inspector on Safari, you can see that the response to web page requests is happening a long time after the request is made - this is the slowness - possibly pointing to DNS or routing issues - I have reported this to Virgin - no response yet - hopefully they will do something, but if you too are suffering then definitely report it at https://help2.virginmedia.com/assets/customer_zone/slowspeedformCZ.html - hopefully they will take notice if enough people do.
FWIW I'm seeing exactly the same thing, i.e. a latency issue rather than speed related.
..
SK6 calling - my UBR is oversubscribed most of the time. Usually get around 2M or less on 20M package.
I'm in SK6 too and getting diabolical speeds on 20Mb - I've just had a free upgrade from 10Mb as part of a loyalty deal. On 10Mb my speed averaged probably 5 - 6Mb most days but recently I've been lucky if it's been 2 or 3Mb.
On Sunday I rang up to complain and was told my modem (Ambit 200) isn't compatible with the 20Mb service (wrong as far as I know) and they would send a new one. It arrived today and is now in and working and the speed is no different.
Could this be anything to do the 50Mb rollout?
I've filled in a slow speed complaint but anyone called CS recently? I might give them another ring and moan.
Seems to me VM are squeezing the 20M users. The 10M users have better speed most of the time.
I've been trying to progress things on the newsgroups but am not getting very far. I was under the impression the 20M users were moving to the same kit as the 50M but there are no timescales for this in Stockport. I got £30 back from Customer Care for 3 months poor service.
It looks like, with the new 50M deal, they want the 20M users to pay for the move to the new kit by moving to 50M.
Oh - and I've got an Ambit 256 so no excuses there.
I should add that since talking to CC, and a technician in India yesterday, that my modem was rebooted and speed has increased to 5M tonight. I'm very grateful for that.
Cor-blimey things are moving fast!
Just checked my modem this morning and it looks like I've been moved.
New IP, DOSCIS 1.1, QAM256 etc. and the very best - fast download speeds.
https://www.cableforum.co.uk/images/local/2009/07/34.png (http://www.speedtest.net)
Nice one VM :)
It's a shame VM couldn't have given any time-scales on when this was happening. I wonder if they compensate for grey hair... ;)
Still rubbish here.
I got a few nearly 10Mb speed tests this morning but it's back to 3 - 5Mb now. I've got a new Ambit 256 too but it looks like it's still a 1.0 config to me.
Last night I was getting timed out hops when tracert'ing to bbc.co.uk, all apparently in the Manchester area by the hostnames.
Have you set your Windows configuration for 20M using TCPoptimizer? http://www.speedguide.net/downloads.php?
---------- Post added at 17:52 ---------- Previous post was at 17:50 ----------
Actually here (http://www.virginmedia.com/help/20mb-broadband-optimisation.php) is a better link
Have you set your Windows configuration for 20M using TCPoptimizer? http://www.speedguide.net/downloads.php?
---------- Post added at 17:52 ---------- Previous post was at 17:50 ----------
Actually here (http://www.virginmedia.com/help/20mb-broadband-optimisation.php) is a better link
Please note that this only applies to Windows XP
Yep - done that just on the off chance although I've always been a bit sceptical that it won't make that much difference on a faster connection unless you are hammering the connection with multiple sessions, p2p etc. I suppose it's a bit like tuning a car up - in theory it gives you a faster top speed but do you ever get chance to use it in real terms...?
Even used my work laptop and connected straight to the modem and got similar speed results so I'm fairly sure this isn't a PC / home network issue.
Had the standard reply to my complaint last night - check for viruses and spyware, download the 4 files from the websites and measure the total speed (1200Kbs), do (another) 3 traceroutes to bbc.co.uk and send them the output of a netstat -b command.
I've done a few more speed tests using different sites and realised that on speedtest.net, the Manchester server consistently gives worse results than the London one, and much slower pings too.
I'll be honest though, my internet is generally fine, it's just I resent the fact I'm paying for a service that I'm not getting and most of the time doesn't even reach the tier below it speed wise.
Yep - done that just on the off chance although I've always been a bit sceptical that it won't make that much difference on a faster connection unless you are hammering the connection with multiple sessions, p2p etc. I suppose it's a bit like tuning a car up - in theory it gives you a faster top speed but do you ever get chance to use it in real terms...?
Even used my work laptop and connected straight to the modem and got similar speed results so I'm fairly sure this isn't a PC / home network issue.
Had the standard reply to my complaint last night - check for viruses and spyware, download the 4 files from the websites and measure the total speed (1200Kbs), do (another) 3 traceroutes to bbc.co.uk and send them the output of a netstat -b command.
I've done a few more speed tests using different sites and realised that on speedtest.net, the Manchester server consistently gives worse results than the London one, and much slower pings too.
I'll be honest though, my internet is generally fine, it's just I resent the fact I'm paying for a service that I'm not getting and most of the time doesn't even reach the tier below it speed wise.
Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.
If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp
If using any other modem click here
http://192.168.100.1/
What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.
DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER
I've done a few more speed tests using different sites and realised that on speedtest.net, the Manchester server consistently gives worse results than the London one, and much slower pings too. I noticed that too when I had my problems but now the figures are much closer
https://www.cableforum.co.uk/images/local/2009/07/29.png (http://www.speedtest.net)
it's just I resent the fact I'm paying for a service that I'm not getting and most of the time doesn't even reach the tier below it speed wise.This has always been my issue. I tend to use the internet during the evenings only and when I was getting 1.7M when paying for a 20M package decided it was unacceptable. The fact I might get faster speeds at 4:00am was no use to me.
Yep - done that just on the off chance although I've always been a bit sceptical that it won't make that much difference on a faster connection unless you are hammering the connection with multiple sessions, p2p etc. I suppose it's a bit like tuning a car up - in theory it gives you a faster top speed but do you ever get chance to use it in real terms...?All I can say is that when I was on 10M I didn't need to use TCPOptimiser - I got my full 10M. When I moved to 20M I still got 10M until I optimised my connection for 20M. I might do some testing this weekend to see if this is still true. And as Ben B says - if you're not on XP then don't use it.
The modem is a brand new Ambit 256.
Upstream power: 34.5 dBmV
Downsteam power: 11.6 dBmV
Downstream SNR: 41.0 dB
Downsteam power: 11.6 dBmV
That is on the high side and could be causing some issues so a call to Tech Support on 151 from a Virgin phone or 0845 454 1111 from any other phone may be in order.
chriscling
25-07-2009, 00:04
today just randomly got a new ip address
im hittin 0.72 upload
and about 13-15mb download, the fastest its been in 6 months, ping 32ms
they finally sorted it
FINALLYYYY :)
chriscling
25-07-2009, 03:05
today just randomly got a new ip address
im hittin 0.72 upload
and about 13-15mb download, the fastest its been in 6 months, ping 32ms
they finally sorted it
FINALLYYYY :)
can i just add for any gamers
even when im getting 8 meg download, my ping is in the 20s or low 30's,
i can host games with extremely stable connections for a 12 man lobby,
i dont know what they have done but its absolutely perfect now
looks like you've been moved :). Also, traceroute's no longer go through the 10.... hop.
All I can say is that when I was on 10M I didn't need to use TCPOptimiser - I got my full 10M. When I moved to 20M I still got 10M until I optimised my connection for 20M. I might do some testing this weekend to see if this is still true.OK Here are my results from playing with TCPOptimiser:
My connection had already been "optimised" so I slid the slider back to 10M, saved and rebooted - result - still 20M.
Set the option to go back to "Windows Defaults",saved and rebooted - result - 11M.
Finally, chose "Optimal Setting", saved and rebooted - result - back to 20M.
today just randomly got a new ip address
im hittin 0.72 upload
and about 13-15mb download, the fastest its been in 6 months, ping 32ms
they finally sorted it
FINALLYYYY :)
You've probably been moved onto one of the new UBR's. I'm on 20MB in Stockport and earlier this week was moved from UBR6 to UBR8. Speeds have been much better as well since the change but annoyingly I've had several modem disconnects even though my levels look ok. :confused:
Support advise that only 50 users are on UBR8 at the moment, can't see that lasting too long though ;-)
Doesn't it depend on how UBR8 handles more users? If it's better kit then the degradation should be less, shouldn't it?
All I know is that I'm walking on air at the moment. I feel a weight has been lifted. (I didn't realise it got me down so much.)
Also, how do you tell which UBR you're on?
joglynne
25-07-2009, 17:51
Click on the 'Connection' button in the Header of this page and it will give you your IP Address and your Host details(which includes the UBR). If you're not sure how to read it post your host details here but XXX out your customer number.
ie: cpc2-stre4-0-0-custXXX.bagu.cable.ntl.com stre = Stretford. bagu = Baguley
Thanks. Mines: cpc2-stkp7-x-x-custxx.xx-x.cable.virginmedia.com - slightly different format.
annoyingly I've had several modem disconnects even though my levels look ok. :confused:
Like this:
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) Downstream sync ok
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) Downstream sync ok
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) Downstream sync failed
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) Downstream sync ok
Sat Jul 25 16:47:20 2009 Sat Jul 25 16:47:20 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:47:19 2009 Sat Jul 25 16:47:19 2009 Information (7) Downstream sync ok
Sat Jul 25 16:47:19 2009 Sat Jul 25 16:47:19 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:47:19 2009 Sat Jul 25 16:47:19 2009 Information (7) Downstream sync failed
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync failed
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync failed
Sat Jul 25 16:42:45 2009 Sat Jul 25 16:42:45 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:44 2009 Sat Jul 25 16:42:44 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:42:44 2009 Sat Jul 25 16:42:44 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:43 2009 Sat Jul 25 16:42:43 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:42:43 2009 Sat Jul 25 16:42:43 2009 Information (7) Downstream sync failed
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) Downstream sync failed
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) Downstream sync ok
Sat Jul 25 16:42:10 2009 Sat Jul 25 16:42:10 2009 Information (7) locked and synced to rescue CMTS...all is well!
I'm cpc4-stkp2-0-0-custxxx.manc.cable.ntl.com and have the 10.90.104.1 hop when tracert'ing.
Not spoken to faults about the modem, couldn't bring myself to do it over the weekend, probably try tonight. Speed wise things have settled down and are averaging about 9Mb now. Changing the settings from 20Mb / 10Mb / Windows defaults in optimizer seems to make no difference at all but then the speed results have been so random anyway, maybe I shouldn't judge yet.
DaRk FiBrE
27-07-2009, 13:01
I'm in SK1 and experiencing the same problem. We have a problem in the area, you're not alone.
Last Thursday at approx 1am, I had a broadband dropout - completely lost. Since then (and still now), the connection seems to drop intermittently with the 'Ready' light flashing every few minutes as it tries to reset. When it does, connection doesn't exist without rebooting modem.
If I unplug the modem for a few hours, then re-connect I can connect to the net for a few minutes before it drops again, but a very, very low signal (just about managed to access a speed test, which resulted in 0.1Mb download). The modem log read a downstream SNR of 38-40db which I believe is rather high and probably causing the cut-outs?. This is directly connected into the modem and not via a router. The modem is constantly dropping out every 3-5 minutes with almost no download capability.
Anyway, I called through tech support who ran through all the normal checks and advised all was ok with my laptop setup etc. They advised it was nothing they could do over the phone and booked an engineer to visit today between 4-7pm. Received the text messages to confirm this as well.
Last night, at 5.56pm, I received another text sms for Virginmedia, explaining that the issue was in the area with download SNR and they cancelled the engineer visit, explaining that service would be resumed within 8 hours. I called tech support last night after the text, to confirm if it was a problem in the area to which the advisor said there was, but to wait until the SLA to see if service restored.
I disconnected everything and left it unplugged overnight (catv from modem, power etc).
It is still not working today, and now I have no engineer visiting. There was nothing on the phone announcement nor the Virgin media status webpage yesterday or today, to confirm there is a problem in the area (SK1 postcode).
However, being a ex-vm worker, I know a high level broadband contact there, who I emailed the above. He replied to tell me his team will sort it out asap. Watch this space...
Phew! Looks like you've got serious issues? Let's hope you get it sorted soon.
high level broadband contact...so we can come to you if we have any problems ;)
DaRk FiBrE
28-07-2009, 09:06
Got home last night with the anticipation of a glorious connection, fast speeds and a steady connection... but....No (suprised? shocked? No??!)
Anyway, called them up again. They explained there was still an issue in the area, techs were working on it and that they would have service resumed asap.
Can't believe how boring life is without internet. At least had 6 episodes of Bear Grylls on V+ recorded to keep me entertained... but it won't last forever.
Well, I got further email from VM yesterday, replying to my answers to their questions I sent them on Friday asking that, because it was now "a few days" since I had been in touch, if the problem was still occuring.
It's the same tactic our IT service desk uses at work, contact the user for more info (so they can put the call on hold and stop the SLA expiring) and hope it resolves itself.
I said yes, there was still a problem and suggested they might like to check my modem and it's logs for more information. I'm going to wait and see the outcome of this and then consider contacting India.
DaRk FiBrE
28-07-2009, 14:08
I missed a call yesterday from VM - no message (i think), but from calling up last night afterwards, I think it was just to let me know that they are still working on it.
My sms SLA passed about 34 hours ago. zzzzzzzzzzzzzzzzzzzzzzzzzzz....
I must say, I got up to 3Mb yesterday and thought it had been sorted, but 2 mins later, it went down again. So much for being optimistic :(
DaRk FiBrE
29-07-2009, 08:56
Receieved a message from support in Swansea. He confirmed there is a problem with the broadband network in Stockport presently that users could be experiencing intermittent and loss of broadband signal to the modem.
The service should be resolved by the 30th.
Keep everything crossed.
ThinkHarder
30-07-2009, 11:57
SK3 here, had no issues at all.
But cpc2-bagu6-0-0-custxxxx.bagu.cable.ntl.com
DaRk FiBrE
30-07-2009, 12:08
Bloody TV was off last night when I got home as well. Luckily, went back on a few hours later. Broadband still not fixed. Wife called up VM in India who said another 4 days?
Receieved a message from support in Swansea. He confirmed there is a problem with the broadband network in Stockport presently that users could be experiencing intermittent and loss of broadband signal to the modem.
The service should be resolved by the 30th.
Keep everything crossed.
We'll see if anything changes tonight then.....
DaRk FiBrE
30-07-2009, 16:59
Don't hold your breath...
... but I can have paramedics on standby when you turn blue
Hope you get a rebate for this...
DaRk FiBrE
31-07-2009, 09:05
Did get a rebate, and the issue has been sorted.
Full connection, 13.5Mb download at 6.30pm, (and that's wireless up two floors).
Happy with that...
Actually forgot to check last night! I was that excited about having extra HD channels, it slipped my mind.
Everything was working but, as I said before, my issue was with not getting the correct speeds, the modem and connections themselves are generally fine.
I'll have another look tonight, or maybe I'll forget again because I'm watching 4 HD.....
Well, checked over the weekend and it's still varying between 4Mb and 7Mb, occasionally creeping upto 10Mb.
I've chased the fault I logged via the website but had no reply as yet.
Well hurrah and hoozah! Got another email from them last night, basically the same as the first, as if I had never sent Virgin any information. Sent a reply asking for them to at least read the call notes before emailing me again, then asked for an update ASAP about what was going on.
This morning, ran a few speedtests and...
https://www.cableforum.co.uk/images/local/2009/08/47.png (http://www.speedtest.net)
Somethings obviously changed or been fixed overnight :D
Well, since then it's been up and down.
Doing any testing outside of peak hours gets around 20Mb. Doing it anytime I actually use the internet doesn't get above 6Mb. Today the whole thing has been off about 12 hours - just come back on. Speaking to faults before, they said that the router I was on had gone down because it was overloaded, and had been for a while....
Still no word from the web complaint I logged,what amazing customer service. When I mentioned this to the guy in faults, he said there was nothing they could do about it but, like I said to him, a reply saying that would have at least been nice.
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