Supposed to be on 50 MB - does this make any sense? [Archive]

View Full Version : Supposed to be on 50 MB - does this make any sense?

mvrandery

13-09-2009, 10:12

I've been on VM for just over 3 weeks - got 50 mbps for just one day - mostly between 5 - 10 mbps, with intermittent service, needed to reboot the modem about 4-5 times a day

Have had 5 techs over, all did different things

modems replaced 3 times
attenuators added and removed
lines tested
configurations reset
and so on ...

for the past 3 days the speed's gone from 10 mbps to 2 mbps and then, get this, 380 kbps all day yesterday and this morning

The upload is fine at about 1.5 mbps

speedtest.bbmax.co.uk test (http://www.speedtest.bbmax.co.uk/results.php?t=1252835775&v=7865813)

similar results at thinkbroadband and speedtest.net. Downloading a files from virginlinks.co.uk gives a speed of 24 KBps

Download info page from modem attached

modem directly connected to a computer, tried 2 different computers, 2 different patch cables, connected the modem directly to the coax entering the house, no splitters, etc.

Anyway, I called to cancel last week and the retentions department has said that a specialist network engineer will call me next week (he does this via appointments only)

It's their last chance

Peter_

13-09-2009, 10:34

The RXMER which is the Signal to Noise ratio is very low for a 50Mb connection and if you spoke to me when you called in I would book a engineer for that reason alone.

Could you please post the Upstream power level as well, just that figure no need for anything else.

Call tomorrow morning after 0800 to get the 50Mb team and tell them how low your SNR is on your connection.

50Mb support line number.

0800 052 0431

mvrandery

13-09-2009, 11:34

Upstream Power Level - 51.21

Peter_

13-09-2009, 11:36

Upstream Power Level - 51.21
That is fine it is the SNR that needs sorting.

Alexander

13-09-2009, 19:05

50Mb support line number.

0800 052 0431
Funny at weekend only music playing...

xocemp

13-09-2009, 19:30

Anyway, I called to cancel last week and the retentions department has said that a specialist network engineer will call me next week (he does this via appointments only)

It's their last chance

Looks like he has a tech coming anyway ;)

Zoolook

13-09-2009, 19:42

So what should SNR ratio be for 50Mb, 33 - 35?

Ignitionnet

13-09-2009, 21:06

Depends on whether you have 64QAM or 256QAM but 30dB and 33dB respectively is wise.

Key thing is codewords, uncorrectable codewords are very bad and make connections run like crap. Correctable ones are a nice warning that it's time to fix things incase they degrade.

Nedkelly

13-09-2009, 21:22

What area are you in ? there might be others in that town / area having problems as well:)

Peter_

13-09-2009, 22:05

merlintt

14-09-2009, 00:39

I havebeen having a similar problem myself,when i use the router provided by virgin i`m only getting 10mb dowload on a 50mb connection(upload unaffected).when i`m connected to the modem i get 50mb.

Waiting for a new router to be sent out as that is aparently at fault but after having a quick scan thru these forums i`m not confident that this will resolve the problem.

mvrandery

14-09-2009, 07:55

I'm in London W8

I have an appointment for someone to come over Monday morning - I called the 50mb number over the weekend and spoke to someone in India who told me that there seems to be a problem on the line based on some test he ran. I asked him what, but he all he could say was that the test he resulted in something that meant he had to send an "engineer" out. (The training of the Indian call center staff is terrible - but that's another story)

The other appointment on Wednesday is for someone to telephone me. I guess he's an engineer who works for retentions.

This has been an ongoing saga. The SNR levels used to be at around 29 -30 when I was getting 10mbps. I mentioned this to the chap on the phone at 50mb support, but he told me this was normal.

there have been about 5 visits from techs after the install 3 weeks ago. All claimed different issues, from modems, to the signal strength, to an activation server somewhere, to an unspecified network problem in the area.......

The last chap who came over said that my line has been put on some sort of system where it will be logged ??

Even if I accept that just out of sheer bad luck I had some of these problems all in the first 3 weeks of service, this is the last straw. Let's see what happens today and on the telephone Wednesday.

If they do fix it and I stay on Virgin, how does one go about getting a credit for the 1st months service?

Peter_

14-09-2009, 19:01

I have an appointment for someone to come over Monday morning - I called the 50mb number over the weekend and spoke to someone in India who told me that there seems to be a problem on the line based on some test he ran. I asked him what, but he all he could say was that the test he resulted in something that meant he had to send an "engineer" out. (The training of the Indian call center staff is terrible - but that's another story)
No surprise that an engineer was sent out even though someone thought otherwise, you probably would have had a similar result from a UK centre.;)

Keep us updated regards the supposed phone call on Wedneday which is not a booked callout as someone thought above.

If they do fix it and I stay on Virgin, how does one go about getting a credit for the 1st months service?
You ring in and ask because your notes will have the history of your various calls into the centres.

mvrandery

16-09-2009, 07:54

The tech who was supposed to come on Monday called on in the morning to say that he was waiting for a senior tech who would then come with him and he would call back in 1/2 an hour to confirm. He did not call or show up.

However, this is moot as they seem to have done something at their end - seems like they did something to fix the SNR as it is now around 30 - 31 and the speed are up to 50 mbps most of the time. Let's see how long this stays.

Will update re: Wednesday phone call.