Major Slow speeds all day - Glasgow

[AHN-David]

Hi Guys

I have had major slow speeds all day today.

I am on 10mb and the net has been like this since 9am this morning when I started to upload a few things.

I am uploading to a server which I own and have 100mbit dedicated line and the fastest speed I achieved today is 86kbps when downloading. I have tried downloading from other places also but same issue.

https://www.cableforum.co.uk/images/local/2009/11/4.png (http://www.speedtest.net)

*getting better*

https://www.cableforum.co.uk/images/local/2009/11/5.png (http://www.speedtest.net)

[kandinsky]

I m only getting around 1/2 meg as well.

In Glasgow too.

[xxxxxx]

Been like that, for me, in the Liverpool 7 area for the last 3 weeks.

[AHN-David]

Where abouts in glasgow are you?

[savvychels]

I'm on 20mb and in Poole and it's been like that for me for a couple of weeks. The other day it took me 45 minutes to download a 50mb file! It was worse than dialup.

[AHN-David]

It looks like its all back to normal today but I bet later on it will be as slow as again.

I think they are capping me as I have been doing a lot of uploading over the past few days.

[AlbieSpooner]

I'm supposed to be 10MB, just speedtested at 1MB....rubbish!

[AHN-David]

Today I said my bb was back to normal. well I was wrong. I did a speed test and I am way below 1mb. Called VM they said nothings wrong and not sending out anyone.

[phoenix40uk]

I'm in Glasgow as well and getting less than 1MB. This is awful

[innesmc]

I'm in Glasgow as well and getting less than 1MB. This is awful

I'm new to the site ! Just joined to reply to this thread.

Getting less than 1 MB intermittently the last 2 nights. It went back up to about 5MBs at midnight last night.

I'm paying for 20MB :mad:

ps I'm in Glasgow as well

[scotslad2k]

I have the so called 10Mb connection with Virgin Media, i'm in the west end of Glasgow and am having the very same problem, I phone yesterday and got an asian sounding person who insisted there was nothing wrong but would send out an engineer.

I did a test thismorning at http://www.speedtest.bbmax.co.uk/ which is the one they ask you to test against. Today I got 10Mb but just after 8pm, bang, 1Mb connection. I play World Of Warcraft and suddenly I was getting a latency of 1200+, normaly it's around 60.

https://www.cableforum.co.uk/images/local/2009/11/2.png (http://www.speedtest.net)

[phoenix40uk]

Amazingly enough, the "technician" I spoke to also said there was nothing wrong but would get an engineer sent out.

[AHN-David]

I do know VM staff use this forum so I would like to ask if anyone can look into this for us as your offshore call centre says there is nothing wrong.

For you that lives in the west end I live in Maryhill so I am pritty close to you. We will all use the same hub over in paisley.

Also my uploads are failing now when I am trying to upload them to a server now

[funone1]

I live in Whiteinch near Partick and I'm also getting ridiculously slow speeds. I'm supposed to get XL Broadband 20Mb. I called 150 and eventually spoke to an offshore technician who ran some tests on my modem. They are sending an engineer out on Wednesday, but it looks like it's a problem with the hub if a few of us are having the same problem.

Here's my speed test results.

https://www.cableforum.co.uk/images/local/2009/11/1.png (http://www.speedtest.net)

[AHN-David]

Hey Guys

I just called VM 4 times. After getting a direct answer the call centre staff told me there is a fault in the area which has been like this for 4 days and no idea when its going to be fixed.

[xxxxxx]

Hey Guys

I just called VM 4 times. After getting a direct answer the call centre staff told me there is a fault in the area which has been like this for 4 days and no idea when its going to be fixed.

I'm in Liverpool and have the same issue. Problem is, mine has been like this for 3 weeks, and they still don't know when the issue will be fixed. From my 20mb, I'm getting terrible to decent download speeds for 90% of the day; my upload speeds have been between 0.07 to 0.31 for most of the day. I get good speeds at 3am to 11am on Monday till Friday. Saturday and Sunday has just been terrible.

[AHN-David]

I thought I was being capped as I have been doing alot of uploads recently.

Just keep on at them until they admit its an issue.

The ratio I came up with is 1/5 staff are helpful and are properly trained. So just keep phoning until you get the helpful nice one.

[Digital Fanatic]

Hi Guys,

Just saying Glasgow isn't enough information for us to go on. Can any of you advise the post code area? Eg. G67 etc (don't need your full postcode)

Also if you are ex NTL or ExTelewest (I know only a small area is part of ExTelewest)

Cheers :)

[AHN-David]

Hey,

My post code is G20 7

I am pritty sure I am ex ntl. I done a whois on my IP and found my hostname which suggests I am ex ntl

Hostname:cpc3-broo3-0-0-cust231.renf.cable.ntl.com

Thanks in advance

[Digital Fanatic]

Hey,

My post code is G20 7

I am pritty sure I am ex ntl. I done a whois on my IP and found my hostname which suggests I am ex ntl

Hostname:cpc3-broo3-0-0-cust231.renf.cable.ntl.com

Thanks in advance


Cheers...yeah you are exNTL..... not back in work until tomorrow, but if anyone else in this thread can also add your postcode, then I can check tomorrow evening.

[funone1]

I'm at G11 6 ...I'm also ex-NTL

[AHN-David]

Digital its not slow speeds thats a issue now it seems like my files are corrupt when they upload.

When I called today they ran test's on the modem and said it was fine.

Again thanks and I appreciated the unpaid help you are given.

[Digital Fanatic]

Digital its not slow speeds thats a issue now it seems like my files are corrupt when they upload.

When I called today they ran test's on the modem and said it was fine.

Again thanks and I appreciated the unpaid help you are given.

No worries... like I say I will look to see if theres anything going on at a uBR level or more localised issue tomorrow. Will be back in touch. :)

[deakin]

All these glasgow issues have been going on for the past 4 to 6 weeks. Saying that it's been working perfect for me in the last week untill tonight that is.
Currupt downloads,slow speeds the usual stuff. Last time this happend it was a ubr up in the northwest of glasgow(sighthill or close too) that went on the fritz. Places like uddingston and blantyre were fine. It took a month for virgin to sort out the problem last time, lets hope they do a little better now.

(EDIT: i'm in the G72 South east area)

[phoenix40uk]

G23 here. Also ex-NTL

[scotslad2k]

G14 0DN here, i'm ex-NTL as well, should be on 10Mb but getting 1Mb or less.


Just checked my speed again and as the same as yesterday, during the day i'm getting 10Mb but in the evening it drops to 1Mb or less, something very strange there. I stayed up till 2am last night and checked it just b4 I turned my system and modem off at the socket, and yep, still 1Mb or less.

[afraser2k]

G14 here and getting very slow speeds on 20 Mb including outages at various times of the day and night for the last few weeks. I had assumed it was just traffic shaping though if everyone else is getting the same thing then probably not that.

[Digital Fanatic]

Ok, postcodes are all over the place, so it's ruling out a general issue TBH... if something was that widespread, then we'd know about it! :)

I'm still going to check later, but can I advise anyone with speed issues to follow Lee's advice on our Newsgroups please. Then post in the newsgroup, so further diags can be done! Cheers

I have taken a look at your post on cableforum and can see no evidence that
there is an issue 'all over Glasgow'. This website has quite a large
customer base (over 62,000 members) so the fact that a handful of customers
in the Glasgow area have posted (with no troubleshooting information) into a
thread that has the word Glasgow in it doesnt really prove anything.

In order to investigate this issue further can I ask you to remove your
router and attach your PC directly to our modem. Once done can you please
download 2 files simultaneously from our gamefiles site for a couple of
minutes and let us know the combined speeds. Also can you provide a trace
to the BBC website (tracert bbc.co.uk from the Command Prompt).

[AHN-David]

Hi,

my speed has comes back to normal.

I always connect directly into my modem.

[revcrocket]

Hi, postcodes may be all over the place but miles wise its a pretty small area between them all and seems to centre around the west of city centre. I am in G11 7 and since sunday I have not been able to watch Iplayer, 5OD or you tube (basically any streaming site) yet have never had a problem prior to Sunday. I thought my internet was being throttled however after seeing this thread I beleive its an issue with VM and not my account. Tried phoning VM but had a 10min wait so gave up and found this thread!

[GarethFerguson]

Postcode: G4

I'm on VirginMedia, 50Mb.

[oldyin]

Hi,
Just joined so I could post as been looking at my Dad's slow broadband problem. He's been with NTL/Virgin for years but for past few weeks he's found the speed nearly un-usable. He's called a few times and been told nothing wrong but it's painfully slow. He's on the 10Mb package. He's in Glasgow area, postcode is G64.
I ran some tests on broadbandchecker.com on Sunday 29th Nov around 3pm which gave,
Wired connection: download: 152Kbps. upload: 439Kbps.
Wireless connection: download: 88Kbps. upload: 447kbps.
He's trying calling again today but we're not optimistic.

I'm not a Virgin customer so can't seem to get onto the newsgroups - found this thread which sounds like others are having the same problem.
Will keep an eye on the thread to see if there is an answer found but thought I should post just to say there's another Glasgow area customer with same problem.
Thanks, Lesley

[rontuk]

hi am new to the site am in belfast n.i.and am getting less than 1mg instead of 10mg virgin said no faults found. any help out there?

[Bonglet]

All you guys might want to also ask if you are in a trial of some sort which you dont know of :angel: (see vm dpi monitoring thread for details).

And before anyone jumps the gun and says stop scaremongering if virgin arent telling anyone (cough spluttter) how would these guys know that because that nice switch that they throw on nicley is prone to lag (speaking from experience) :dunce:.

[innesmc]

I'm G12

I'm on 20M service. It's back up to 6M today but the problem seems to be happening in the evenings.

[scotslad2k]

It seems as stated in a previous post that most of the issues are in the west end of Glasgow, we all go through the same hub which is renfrew/paisley. I think it's an old hub and outdated, may I suggest that VM check there and also, as also suggested, most of the drops in speed are in the evening, please check to see what changes after 6pm, that may point to the cause.

[innesmc]

I'm G12

I'm on 20M service. It's back up to 6M today but the problem seems to be happening in the evenings.

Time is 1722 - now I'm getting 1M Bps :mad:

[AHN-David]

Yes guys I have dropped to a massive 2Mbps.

https://www.cableforum.co.uk/images/local/2009/12/96.png (http://www.speedtest.net)

[scotslad2k]

same

http://www.speedtest.bbmax.co.uk/results.php?t=1259699152&v=8590575

[pabby2k]

G20 0 here

My 10Mb cable is running at 0.5Mb. It's been like this for about 4-5 days.

Strange thing I noticed is that my upload is now the same as my download speed!

[deakin]

Called up the support line this afternoon asking if they knew of any fault in the glasgow area(s) only to be told that no faults were reported in the past week.
ok so could i please report a fault then ?

"i am sorry at most our system working it's not"

Christ i'm talking to yoda here i thought to myself. Well how do you know thier is no faults if your system is not working ?
it was just then that she hung up on me.

I know this is a ubr(hub) fault as it's the same thing that happend last month, currupt downloads from most sorces like rapidshare and usenet.
Very slow surfing speeds sometimes less than dialup speed. Pages taking ages to load if at all. I can't even go to the virgin status page as it times out!.

I've ran all the usual checks,even borrowed a second laptop from a friend.
same results on four machines. all the same faults.

This is really starting get on my nerves. I can't be the only person to call up to report a fault. they must know by now something is wrong.
Even if they could put a message on the helpline at least people would know it's being looked at.

[mad_weegie]

believe me deakin your not.. same problems all week as u have stated.. i am in G14 area!
At moment im fighting with Virgin Techs in the newsgroups to admit there is a problem! this is very very frustrating!!

[AHN-David]

Let just wait for the VM member of staff that said he will check get back to us.

[AlbieSpooner]

Tested at 1 MB instead of 10MB tonight.....G14 if that helps.

Cheers

[funone1]

This is the latest speed on my XL 20Mb package:

https://www.cableforum.co.uk/images/local/2009/12/94.png (http://www.speedtest.net)
If this isn't sorted soon, I'm going to complain to the ISPA. It's clear there is a problem in Glasgow and we are being left in the dark, apart from the kind attempts of the guy in this thread who works for Virgin Media.

Here's the ISPA complaint form -

http://www.ispa.org.uk/cgi-bin/complaints.cgi

[mad_weegie]

indeed it is! and i will be complaining also about this if its not fixed shortly or some information given to us on the cause of the problem!

i still wait on reply from Virgin Support in News server.

[krakenslayer]

Hey there, I'm getting the same problem. Supposed to be on 10MB, since yesterday I'm getting this, or thereabouts:

https://www.cableforum.co.uk/images/local/2009/12/93.png (http://www.speedtest.net)

I'm at G3 (Yorkhill).

[xxxxxx]

Look at my cracking 20mb speeds:

https://www.cableforum.co.uk/images/local/2009/12/92.png (http://www.speedtest.net)

I know it's not Glasgow (from Liverpool), but this is disgusting.

[GarethFerguson]

This is pathetic.

It's been happening all day and they're still saying there is no fault?

https://www.cableforum.co.uk/images/local/2009/12/91.png

My speed (I'm on 50Mb)

[AHN-David]

Please tell me you kidding. I would be not getting off the phone until it was sorted if I was paying for 50mb!

[buba3d]

i'm gonna guess this is a ubr or cache issue once again, vm proxies really do suck.

done 3 speed tests and all are 2mb to 37mb, however the newsgroup is fine with a steady 50mb

[Digital Fanatic]

Hi All,

One of our colleagues has raised a ticket to our network team to check for
any possible issues, the reference for this is 1139854.

Thanks

[AHN-David]

Thanks for this digital will await update.

[c53204]

I never had a problem when I had a 10mb connection, but since upgrading to 50mb, it's a lottery. One week of rock steady 50mb, then a week of intermittent 1mb or less, with the odd 50mb thrown in.

It's as though they shift bandwidth around the country to keep people quiet for a few days, then move the problem somewhere else - very strange.

So annoying when you start downloading a HD movie at 50mb, then it slows to 0.5mb!

I know problems happen with technology, but customers would be more likely to accept downtime, if someone from VM would admit they have a problem - instead of this non stop denial of any problems.

[funone1]

Well engineers came to check my modem out today at about 12:30pm. My speed was fine then and they found nothing wrong with my modem. I showed them this thread and asked if there was an issue in Glasgow, but they said they didn't know. I just did a speed check again and the speed is back down again. This is really frustrating.

https://www.cableforum.co.uk/images/local/2009/12/89.png (http://www.speedtest.net)

[innesmc]

Well engineers came to check my modem out today at about 12:30pm. My speed was fine then and they found nothing wrong with my modem. I showed them this thread and asked if there was an issue in Glasgow, but they said they didn't know. I just did a speed check again and the speed is back down again. This is really frustrating.


Yes - whatever is wrong seems to kick in after 6-7 pm.

[Tioga]

Hi guys registered so i could post on this
West end of glasgow g14 having same problems supposed to be 10mb but getting les than one.

p.s scotslad what realm you playing on :P

[macwaa]

Getting the same in G20 near Maryhill shopping centre for a few days now.

[Andrew1973]

Hi All

Just to add to the list, live in G12 0 and getting 1MB on a 10MB connection. Hope they work out what's wrong soon.

[deakin]

Well i know this is not helping most of the posters in this thread but last night at about 1.30am by broadband cut out. I think it was some sort of DNS issue but i can't be sure. By the time i got home this afternoon it was back on again and i'm quite happy to report it's working as it should. back to full speed and no curupt downloads.

P.S.
G72 area.

[innesmc]

Hi All,

One of our colleagues has raised a ticket to our network team to check for
any possible issues, the reference for this is 1139854.

Thanks

Thanks Digital Fanatic - is there any way we can track the status of this ticket ?

[Digital Fanatic]

Thanks Digital Fanatic - is there any way we can track the status of this ticket ?

Hi,

It's an internal ticket, but you can get updates from my colleagues on the newsgroups.

virginmedia.support.broadband.cable

HTH

[scotslad2k]

Here are my details as requested.

5pm

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Alan>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.2.1
2 10 ms 7 ms 7 ms 10.232.56.1
3 10 ms 25 ms 8 ms renf-cam-1b-v107.network.virginmedia.net [80.4.6
4.165]
4 10 ms 8 ms 9 ms renf-core-1b-ae1-0.network.virginmedia.net [195.
182.176.177]
5 14 ms 23 ms 12 ms lee-bb-b-as3-0.network.virginmedia.net [213.105.
175.225]
6 12 ms 14 ms 15 ms lee-bb-a-ae0-0.network.virginmedia.net [62.253.1
87.185]
7 19 ms 38 ms 19 ms nth-bb-b-as2-0.network.virginmedia.net [62.253.1
85.101]
8 41 ms 34 ms 20 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
9 20 ms 20 ms 28 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
10 20 ms 21 ms 38 ms 212.58.238.129
11 17 ms 18 ms 17 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Trace complete.

C:\Documents and Settings\Alan>


8pm

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Alan>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.2.1
2 11 ms 6 ms 24 ms 10.232.56.1
3 10 ms 23 ms 9 ms renf-cam-1b-v107.network.virginmedia.net [80.4.6
4.165]
4 10 ms 9 ms 42 ms renf-core-1b-ae1-0.network.virginmedia.net [195.
182.176.177]
5 18 ms 34 ms 16 ms lee-bb-b-as3-0.network.virginmedia.net [213.105.
175.225]
6 31 ms 39 ms 16 ms lee-bb-a-ae0-0.network.virginmedia.net [62.253.1
87.185]
7 45 ms 26 ms 17 ms nth-bb-b-as2-0.network.virginmedia.net [62.253.1
85.101]
8 40 ms 41 ms 59 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
9 20 ms 47 ms 49 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
10 21 ms 28 ms 21 ms 212.58.238.129
11 51 ms 19 ms 19 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Trace complete.

C:\Documents and Settings\Alan>


Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 0.8 dBmV
Downstream SNR : 41.0 dB

Connection speed at 5pm was 10Mb and at 8pm dropped to 1.5Mb.

Even if my service was reduced for some reason, I don't see why when all I do is browse and play World Of Warcraft which is now almost unplayable in the evenings.

[mad_weegie]

scotslad2k its effect us all in Glasgow :(, im the same mate! great speeds during the day.. come 5pm etc etc like peak time... service reduced to 1.5mb its terrible!

---------- Post added at 20:33 ---------- Previous post was at 20:32 ----------

Hi WeeGie,

Please accept our apologies for the slow speeds you're getting of an
evening. I can confirm that this issue has been passed to our network teams
and they are currently investigating as none of the normal factors that
would cause slow speeds seem to be causing this issue.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.

[rgcoulte]

registered just to post this. On 50mb in G15 and connection has been litteraly unusable since tuesday (can't raise any pages). engineer visited today checked signal and replaced modem to no effect. his boss is comeing out tomorow but nobody will acknowledge the possibility of a network fault. getting very sick of it.

[Peter_]

registered just to post this. On 50mb in G15 and connection has been litteraly unusable since tuesday (can't raise any pages). engineer visited today checked signal and replaced modem to no effect. his boss is comeing out tomorow but nobody will acknowledge the possibility of a network fault. getting very sick of it.
Post your power levels from your config pages of your modem.

click here
http://192.168.100.1/

What I want you to post is the Downstream power levels including the RxMER and the Upstream power levels for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

[rgcoulte]

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 1 2 3 4
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 10.34 10.00 10.84 11.03
RxMER
(dB) 36.17 36.39 36.84 37.09
Correctable
Codewords 45 88 4 2
Uncorrectable
Codewords 292 284 396 301


CABLE MODEM

•Information

•Status

•Downstream

•Upstream

•Upstream Burst

•Operation Config.

•Event Log

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 4 N/A N/A N/A
Frequency
(Hz) 47400000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 46.00 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0


thanks for any help you can give

[Digital Fanatic]

Quick update guys! We are still investigating the slow speed issue - we haven't forgotten about it!

Ticket 1139854 is with our Networks team... it's taking longer than normal to investigate & rectify as it doesn't seem to be caused by normal service affecting issues.

If you need an update then please post in our Newsgroups and we can advise.

HTH

[AHN-David]

Can you say for sure if it is a problem or is the network just being slow?

[rgcoulte]

Quick update guys! We are still investigating the slow speed issue - we haven't forgotten about it!

Ticket 1139854 is with our Networks team... it's taking longer than normal to investigate & rectify as it doesn't seem to be caused by normal service affecting issues.

If you need an update then please post in our Newsgroups and we can advise.

HTH


Any way to do this when your connection is unusable? I have a backup connection but the usenet server seems to require authentication when accessed from outside the virginmedia network.

[rgcoulte]

recieved a call from the area service manager this morning to say the problems are been caused by an "mpeg synchronisation data fault" and should hopefully be resolved this afternoon. he also said it was affecting a wider area than just glasgow. Still no fault posted on the service status page though. Really disapointed with the poor service, denials and misinformation though. Anyone have a direct number for the department I need to make aware of my complaint?

[AHN-David]

recieved a call from the area service manager this morning to say the problems are been caused by an "mpeg synchronization data fault" and should hopefully be resolved this afternoon. he also said it was affecting a wider area than just glasgow. Still no fault posted on the service status page though. Really disappointed with the poor service, denials and misinformation though. Anyone have a direct number for the department I need to make aware of my complaint?

When making a complaint its best to send a letter. Call 150 and ask for the address. It may take longer but IMO its the best procedure.

You should get a answer from someone in that department and not just get mad at a call centre agent who logs the complaint.

[Digital Fanatic]

Can you say for sure if it is a problem or is the network just being slow?

Hi,

It's a definate issue and is being treated as a serious fault by networks, not the network in general but seems to be higher up.

Off work for a few days now, so updates from Newsgroups is your best bet or another staffer on here may be able to assist.

Kind regards.

[funone1]

recieved a call from the area service manager this morning to say the problems are been caused by an "mpeg synchronisation data fault" and should hopefully be resolved this afternoon. he also said it was affecting a wider area than just glasgow. Still no fault posted on the service status page though. Really disapointed with the poor service, denials and misinformation though. Anyone have a direct number for the department I need to make aware of my complaint?

Just fill in this form and the ISPA will deal with your complaint on your behalf.

http://www.ispa.org.uk/cgi-bin/complaints.cgi

[AHN-David]

Hi,

It's a definate issue and is being treated as a serious fault by networks, not the network in general but seems to be higher up.

Off work for a few days now, so updates from Newsgroups is your best bet or another staffer on here may be able to assist.

Kind regards.

Thank you Digital,

Enjoy you few days off. For some reason I cant access the news groups. Having trouble accessing it with outlook and Windows Live Mailer

[buba3d]

my dl speed is fine but my upload speed is ranging from 100 kbps to -135kbps when it should be 205-209kbps. trying to upload hd footage of a high rise flat demolition.

so its got to be a cache, dns or ubr problem

[callanish]

my dl speed is fine but my upload speed is ranging from 100 kbps to -135kbps when it should be 205-209kbps. trying to upload hd footage of a high rise flat demolition.

so its got to be a cache, dns or ubr problem

Same here in the G81 area. Upload speeds have been stuttering for the last few days. choppy starting and stopping when running a slingbox upload stream.

[rgcoulte]

still virtually unusable this morning. Do the network team work weekends or can I expect this to remain the same till monday at the earliest now?

[Digital Fanatic]

still virtually unusable this morning. Do the network team work weekends or can I expect this to remain the same till monday at the earliest now?

Network engineers work 24/7 365days... some tickets are pended for normal working hours if the fault is a low priority, ie. not loss or serious degragation.

HTH

[Clang]

registered just to post this. On 50mb in G15 and connection has been litteraly unusable since tuesday (can't raise any pages). engineer visited today checked signal and replaced modem to no effect. his boss is comeing out tomorow but nobody will acknowledge the possibility of a network fault. getting very sick of it.

On 50mb. G72: No service since Weds 8am. 4 calls to tech support. 2 engineer visits. First three tech support guys say it's a problem at their end. 2 engineers tell me they are having major problems with 50mb - hang in there until it's sorted. 4th tech support guy says everybody else I spoke to is lying - The service is fine and that my modems faulty. Pretty shocking stuff. Anyone else in G72 having similar experiences?

[deakin]

On 50mb. G72: No service since Weds 8am. 4 calls to tech support. 2 engineer visits. First three tech support guys say it's a problem at their end. 2 engineers tell me they are having major problems with 50mb - hang in there until it's sorted. 4th tech support guy says everybody else I spoke to is lying - The service is fine and that my modems faulty. Pretty shocking stuff. Anyone else in G72 having similar experiences?

Clang, by any chance are you in whitlawburn ? as i know for a fact that two of the green cab boxes were vandalised by the local neds with fireworks a couple weeks back. Also i've been told that down in the main street area has been having problems for a while too.

[Clang]

Clang, by any chance are you in whitlawburn ? as i know for a fact that two of the green cab boxes were vandalised by the local neds with fireworks a couple weeks back. Also i've been told that down in the main street area has been having problems for a while too.

Ardoch Grove.
What do you make of the information the tech support/engineers are providing stating it's a wider network issue?

[deakin]

Clang. I can't post what i think about that, not in a family forum :D

[Chris]

Ardoch Grove.
What do you make of the information the tech support/engineers are providing stating it's a wider network issue?

From the point of view of the team that runs this forum - and we're not VM staff, but we do get to see things from a slightly different perspective than most regular members - the 'wider network issue' is a fair summary of what's gone wrong.

So far as I can tell, the fault is with something that isn't expected to go wrong, which means it's something that they're not ready and prepared to fix quickly. 'Hang in there' is probably the best advice at the moment.

Incidentally, not all the techs out on the road are as well informed as they should be, so don't read too much into it if they don't all tell the same story. ;)

[Digital Fanatic]

Ardoch Grove.
What do you make of the information the tech support/engineers are providing stating it's a wider network issue?

Hi,

It is a wider network issue and is being investigated on ticket 1139854. HTH

[rgcoulte]

Hi,

It is a wider network issue and is being investigated on ticket 1139854. HTH

newsgroup responders now seem to be claiming this ticket is resolved. Problems still remain and I'm being ignored in my newsgroup thread again. Virginmedia seem very determined to keep customers in the dark (with the exception of those staff members posting on this forum)

[mcd54]

Hello everyone, first post since registering 2 years ago ... everything`s been fine up til now ;)

Recently added another V+ box and upgraded BB from 2MB to 20MB. Technician installed V+ and told us that BB upgrade would be activated by Virgin. Days went by without upgrade happening and when I contacted Virgin, I was told that I had been upgraded and the fact that I was still on 2MB was down to `heavy traffic.`

He agreed to send me a new modem though, to see if this would resolve the problem. It`s arrival coincided with me noticing this thread however and I`ve delayed swapping modems in the hope that my problem is part of a wider issue!!

I`m in the PA2 area, therefore close to the main hub.

[Peter_]

Hello everyone, first post since registering 2 years ago ... everything`s been fine up til now ;)

Recently added another V+ box and upgraded BB from 2MB to 20MB. Technician installed V+ and told us that BB upgrade would be activated by Virgin. Days went by without upgrade happening and when I contacted Virgin, I was told that I had been upgraded and the fact that I was still on 2MB was down to `heavy traffic.`

He agreed to send me a new modem though, to see if this would resolve the problem. It`s arrival coincided with me noticing this thread however and I`ve delayed swapping modems in the hope that my problem is part of a wider issue!!

I`m in the PA2 area, therefore close to the main hub.
Swap the modem over as you have been sent it for a reason.

[Simcut]

Got major problems here..... terrible lag on game servers...... my upload is running @ 25kb/sec instead of 210, the download speed is insanely slow right now too, like 100kb/sec instead of 5mb/sec

My local server is 'Ware' and the big UBR is in Luton :/

[Chris]

You might want to try posting in a thread about poor speeds in Luton then. Make one, if there isn't one already. ;)

[scotslad2k]

I now, no longer have a usable evening internet connection, if it was just a simple issue it would be continual or intermitant, it's not, at any time between 6pm -8pm the Broadband drops from eg 10Mb to 1Mb, so either, a timed operation has gone nuts or someone, who has access to the network is activating something within those hours that is causing a network bottleneck. If this isn't fixed soon, and it has been like this for weeks, myself and i'm sure a lot of others will look else where for internet access, I don't pay £25 for 10Mb to get a 1Mb access!

[tlm]

This is my first post here and I am having the same problem as other people. I'm in G11 and my download speed is around ~0.6 meg in the evenings, and has been for weeks.

I'm thinking of calling Virgin tomorrow, this is madness.

TLM

[madindehead]

This is also affecting me quite badly. We pay for 20 MB in the G3 area, however, currently I am getting 1.2 MB download speeds. This is at 00:12 in the morning. I hope Virgin get it fixed soon, sounds like a major screw up with the network. I can't even watch BBC iPlayer properly.

https://www.cableforum.co.uk/images/local/2009/12/84.png (http://www.speedtest.net)

If this isn't fixed soon, I hope Virgin will give us ALL a rebate for this.

[Sephiroth]

This is also affecting me quite badly. We pay for 20 MB in the G4 area, however, currently I am getting 1.2 MB download speeds. This is at 00:12 in the morning. I hope Virgin get it fixed soon, sounds like a major screw up with the network. I can't even watch BBC iPlayer properly.

https://www.cableforum.co.uk/images/local/2009/12/84.png (http://www.speedtest.net)

If this isn't fixed soon, I hope Virgin will give us ALL a rebate for this.

It has been suggested (rightly or wrongly) that this is VM's big fear; a huge mass rebate for thousands of customers if all of this difficulty is under VM's control.

[afraser2k]

Another few outages this weekend lasting from half-an-hour to more than an hour when my modem dropped the connection. Once re-established it's fine for the rest of the day with decent speeds that I'm used to.

Could it just be areas that have lots of students with the time of year and the network being overloaded?

[Sephiroth]

Another few outages this weekend lasting from half-an-hour to more than an hour when my modem dropped the connection. Once re-established it's fine for the rest of the day with decent speeds that I'm used to.

Could it just be areas that have lots of students with the time of year and the network being overloaded?

Outages won't be to do with overloading. Outages occur either because of faults or maintenance. This is happening widely across the UK and it seems to many (including me) that VM are doing some rationalisation in their network which means re-parenting (if BBings doesn't mind me using that term!) customers until the work is completed and the load re-balanced.

That's one of the theories at least. If so, people should benefit when the work's complete. We'll see.

[madindehead]

Another few outages this weekend lasting from half-an-hour to more than an hour when my modem dropped the connection. Once re-established it's fine for the rest of the day with decent speeds that I'm used to.

Could it just be areas that have lots of students with the time of year and the network being overloaded?

The fact that its a student area should have nothing to do with it. I have had steady 10MB for a year, and steady 20MB since we upgraded one month ago. This drop has been very sudden, and has never happened before like this.

https://www.cableforum.co.uk/images/local/2009/12/83.png (http://www.speedtest.net)

This morning, 10:15, just booted up PC for the day. Should be hitting around 17MB (usually does all the time).

This is not just heavy load. This is a major issue. I hope we get an update soon, as it's very annoying.

[mad_weegie]

yeah im the same still.. always at night the speed problems begin... very annoying! cant stream nothing at all. and Steam would take ages to connect when gameing etc.

so todays speeds start off at ...

https://www.cableforum.co.uk/images/local/2009/12/82.png (http://www.speedtest.net)


then ill test after 5 lol

[madindehead]

My speeds appear to be bad ALL the time. Not just at night.

[VMboy]

Can I just point out that when running the speedtest site to make sure it's done with a direct connection to the internet, as some anti virus programs use proxy addresses to enable their web scan function to work, having a direct connection should speed up your download and upload speeds.

Please give it a try and post the results.

Just to prove my point here are 2 sets of speed tests, the first one I have made Firefox with a direct connection, and the second the proxy is back on, see the difference for a M package 10meg.

https://www.cableforum.co.uk/images/local/2009/12/74.png (http://www.speedtest.net)

https://www.cableforum.co.uk/images/local/2009/12/75.png (http://www.speedtest.net)

[Sephiroth]

Can I just point out that when running the speedtest site to make sure it's done with a direct connection to the internet, as some anti virus programs use proxy addresses to enable their web scan function to work, having a direct connection should speed up your download and upload speeds.

Please give it a try and post the results.

Just to prove my point here are 2 sets of speed tests, the first one I have made Firefox with a direct connection, and the second the proxy is back on, see the difference for a M package 10meg.

https://www.cableforum.co.uk/images/local/2009/12/74.png (http://www.speedtest.net)

https://www.cableforum.co.uk/images/local/2009/12/75.png (http://www.speedtest.net)

Damn fine call!

[mad_weegie]

https://www.cableforum.co.uk/images/local/2009/12/81.png (http://www.speedtest.net)

and the things are back to normal i see for glasgow :(

[rgcoulte]

Still no update on when this might end. Will be calling customer relations to cancel tonight.

[VMboy]

Still no update on when this might end. Will be calling customer relations to cancel tonight.

I understand your frustration, however have you tried another speed test web site?

Quite often those results aren't accurate, depending on their server.

[mad_weegie]

I understand your frustration, however have you tried another speed test web site?

Quite often those results aren't accurate, depending on their server.

even browsing is slow now! its not just a speed test result! there is problem with the network which has been reported last week and no info has been shared on when they will fix this! we are paying for a service that we aint getting close to.

[funone1]

I understand your frustration, however have you tried another speed test web site?

Quite often those results aren't accurate, depending on their server.

It's nothing to do with speed test web sites mate. The problem is with Virgin Media. There's something badly wrong with their network.

[tlm]

Exactly, I have run many speed tests and playback on BBC iplayer is now impossible. People aren't just making this up!

TLM

[rgcoulte]

I understand your frustration, however have you tried another speed test web site?

Quite often those results aren't accurate, depending on their server.

You might want to re read this thread. My problem isn't speed tests it's packet loss (around 30 %) and has now been added to ticket being investigated by the local headend engineers. Anyone else experiancing this issue might want to ensure that their issue is registered with the local headend team.

[AlbieSpooner]

Just tested

Half a meg download

Half a meg upload

Poor stuff!!

[madindehead]

I understand your frustration, however have you tried another speed test web site?

Quite often those results aren't accurate, depending on their server.

When I use speedtest.net last, it gave my speed as around 17MB. I also used speedtest.bbmax.met. I also said 17MB.

Now, with the net playing up, they both give VERY poor speeds. It's not the site. It's Virgin Media.

Also, watching BBC iPlayer is hell, as is watching any online videos.

Another set of results here:

http://www.speedtest.bbmax.co.uk/results.php?t=1260226586&v=8644404

And speedtest.net from same time:

https://www.cableforum.co.uk/images/local/2009/12/80.png (http://www.speedtest.net)#

You CANNOT tell me that there isn't a major problem here.

[tlm]

What are VM doing about it? Has anyone contacted them and had a concrete answer?

[xxxxxx]

When I use speedtest.net last, it gave my speed as around 17MB. I also used speedtest.bbmax.met. I also said 17MB.

Now, with the net playing up, they both give VERY poor speeds. It's not the site. It's Virgin Media.

Also, watching BBC iPlayer is hell, as is watching any online videos.

Another set of results here:

http://www.speedtest.bbmax.co.uk/results.php?t=1260226586&v=8644404

And speedtest.net from same time:

https://www.cableforum.co.uk/images/local/2009/12/80.png (http://www.speedtest.net)#

You CANNOT tell me that there isn't a major problem here.

It's not just there, it's all over the country.

Virgin obviously don't care, otherwise they would have this problem fixed by now, for all customers.

[VMboy]

It's nothing to do with speed test web sites mate. The problem is with Virgin Media. There's something badly wrong with their network.

For Gods sake, I know it not the web sites.......

If you read my post correctly and understand what these web servers do you wouldn't have said that.

These sites that most people use to see what speed they are currently getting can be flawed, what part of that made you think that I thought it was to do with the web sites?.....sigh.................:o:

---------- Post added at 21:43 ---------- Previous post was at 21:38 ----------

You might want to re read this thread. My problem isn't speed tests it's packet loss (around 30 %) and has now been added to ticket being investigated by the local headend engineers. Anyone else experiancing this issue might want to ensure that their issue is registered with the local headend team.

Packet loss, at the end of the day all you are concerned about is what speed download and upload you are getting for what package you are on, forget the packet loss, although it's all to do with the problem we all know full well it's the Virgin Media Network that is to blame.

And I don't need to re-read this thread, it's about speed issues as the subject lines is headed, not packet loss!

[funone1]

For Gods sake, I know it not the web sites.......

If you read my post correctly and understand what these web servers do you wouldn't have said that.

These sites that most people use to see what speed they are currently getting can be flawed, what part of that made you think that I thought it was to do with the web sites?.....sigh.................:o:

---------- Post added at 21:43 ---------- Previous post was at 21:38 ----------



Packet loss, at the end of the day all you are concerned about is what speed download and upload you are getting for what package you are on, forget the packet loss, although it's all to do with the problem we all know full well it's the Virgin Media Network that is to blame.

And I don't need to re-read this thread, it's about speed issues as the subject lines is headed, not packet loss!

Keep your hair on. I was just saying.

[deakin]

Ok, it's now nearly 11pm and for the past few hours i've had about 5 mins use of the connection due to what i think is virgins DNS server being down yet again. Right now the ready light on my modem is flashing on and off yet i'm still able for now at least to be able to post this. Just what in the name of satans scrotal sack is going on with the glasgow area ?

[VMboy]

Ok, it's now nearly 11pm and for the past few hours i've had about 5 mins use of the connection due to what i think is virgins DNS server being down yet again. Right now the ready light on my modem is flashing on and off yet i'm still able for now at least to be able to post this. Just what in the name of satans scrotal sack is going on with the glasgow area ?

What download speed do you get when attempting to download from here, try picking one around 100m in size

http://gamefiles.virginmedia.com/blueyondergames/demos/

These are the files that support usually ask you to download to see if the speeds are correct.

---------- Post added at 23:09 ---------- Previous post was at 23:07 ----------

I was just saying.

And so am I. :D

[deakin]

What download speed do you get when attempting to download from here, try picking one around 100m in size

http://gamefiles.virginmedia.com/blueyondergames/demos/

These are the files that support usually ask you to download to see if the speeds are correct.

Speeds are spot on at 2.3Mbps it's just the modem cutting out so often tonight thats really starting to **** me right off. Since my last post at about 11pm i've had to reboot it three times. I have called 150 from them to say they have looked at my modem and it's looking fine on thier end. I ask'd him to repeat what he said twice then i informed him that i have my modem switched off just now so how can he see that ? And you've guessed right.. he hung up on me.

[VMboy]

Speeds are spot on at 2.3Mbps it's just the modem cutting out so often tonight thats really starting to **** me right off. Since my last post at about 11pm i've had to reboot it three times. I have called 150 from them to say they have looked at my modem and it's looking fine on thier end. I ask'd him to repeat what he said twice then i informed him that i have my modem switched off just now so how can he see that ? And you've guessed right.. he hung up on me.

That is terrible to hear, if I were you I would call customer services in the morning and complain about that, I'd bet the person that you spoke to didn't log your call either.

So it just goes to show that he was just saying what he thought you wanted to hear, but then you caught him out and he thought oh hell, I'd better go.

Call CS in the morning around 8am.

Mind you in fairness he can see details of your modem even though you may have it turned off, now I think I am right in that, perhaps someone who works for VM will correct me on that.

[AHN-David]

I called and logged my complaint the day I started this thread.

I am just waiting my time. If it runs over for more than 1 month I WILL be asking for refund of the past month.

[Sephiroth]

I called and logged my complaint the day I started this thread.

I am just waiting my time. If it runs over for more than 1 month I WILL be asking for refund of the past month.

If you are not content with a sh*t Chrimbo web experience, why not walk now on the basis that you could have ADSLx installed in good time - assuming you're close enough to the BT exchange to give you a reasonable speed?

Of course your internet might be the least of your Christmas requirements!

[rgcoulte]

Packet loss, at the end of the day all you are concerned about is what speed download and upload you are getting for what package you are on, forget the packet loss, although it's all to do with the problem we all know full well it's the Virgin Media Network that is to blame.

And I don't need to re-read this thread, it's about speed issues as the subject lines is headed, not packet loss!

If you had re read my posts in this thread you would have seen that my problems are being caused by packet loss and have absolutely nothing to do with speed test sites. If your advice wasn't directed at me why quote my post?

[funone1]

Right, what's the Hampden roar here? Are Virgin Media going to fix this problem or what?

[rgcoulte]

Local network engineers are apparently working on the problem according to a call I had this morning. Biggest problem here seems to be comunication between national support and the guys on the ground working on the problem.

[madindehead]

Seems to be back to normal here in G3.

https://www.cableforum.co.uk/images/local/2009/12/76.png (http://www.speedtest.net)

[VMboy]

If you had re read my posts in this thread you would have seen that my problems are being caused by packet loss and have absolutely nothing to do with speed test sites. If your advice wasn't directed at me why quote my post?

And if you re-read my posts you will find that I have never said the problem was to to with speedtest sites, and I only suggested another speedtest site as quite often certain speedtest web sites don't give out accurate results.

http://www.cableforum.co.uk/board/34922907-post108.html

And finally, to answer your question, I quoted your post re the above.

[rgcoulte]

And if you re-read my posts you will find that I have never said the problem was to to with speedtest sites, and I only suggested another speedtest site as quite often certain speedtest web sites don't give out accurate results.

http://www.cableforum.co.uk/board/34922907-post108.html

I was refering to your previous quote.

http://www.cableforum.co.uk/board/34922792-post104.html

I appreciate that you are only trying to help and that this comment was perhaps not intended to be directed to help me personally.

Packet loss is still continuing at the moment hopefully they'll find the cause soon

[c53204]

After several weeks of posting on here. I decided to take the Stephen Fry route of complaining (via Twitter) - as he seemed to get preferential treatment.

Well it worked. A quick moan on Twitter and an email from VM, then a phone call, then an Engineer - all within a couple of working days.

Initial phone from a nice techi confirmed that indeed I did have a problem and an engineer would be round the next working day.

Engineer turned up, checked my speed (which was OK at that time) and proceeded to tell me that 'loads of faulty cabinets are causing problems with 50mb customers and I was one of them.

While on site he phone the techie who had called me and discussed the 'known cabinet problem' that he had mentioned in an email.

Engineer advised fault (new cabinets??) should be recitified within a week or so.

No my question. If a company has a known fault, they do one of two things. A good company would replace or rectiiy and probme ASAP. A bad company would wait until they get complaints (sufficient), then start replacing the part(s), or fixing the problem.

To summarise, Virginmedia appear to put profits before customer service - Just like any other company then!!

[VMboy]

I appreciate that you are only trying to help and that this comment was perhaps not intended to be directed to help me personally.


Correct, it was only to inform you and others not to always take for granted the results that these speed test sites give out, and to get an accurate picture is to try downloading from the blueyonder games demo page.

http://gamefiles.virginmedia.com/blueyondergames/demos/

[Sephiroth]

After several weeks of posting on here. I decided to take the Stephen Fry route of complaining (via Twitter) - as he seemed to get preferential treatment.

Well it worked. A quick moan on Twitter and an email from VM, then a phone call, then an Engineer - all within a couple of working days.

Initial phone from a nice techi confirmed that indeed I did have a problem and an engineer would be round the next working day.

Engineer turned up, checked my speed (which was OK at that time) and proceeded to tell me that 'loads of faulty cabinets are causing problems with 50mb customers and I was one of them.

While on site he phone the techie who had called me and discussed the 'known cabinet problem' that he had mentioned in an email.

Engineer advised fault (new cabinets??) should be recitified within a week or so.

No my question. If a company has a known fault, they do one of two things. A good company would replace or rectiiy and probme ASAP. A bad company would wait until they get complaints (sufficient), then start replacing the part(s), or fixing the problem.

To summarise, Virginmedia appear to put profits before customer service - Just like any other company then!!

Are you able to share with us what is wrong with the cabinets? It doesn't half help the correspondents here to be given clues as to what might be happening to them.

[c53204]

The only information overheard between Engineer and Networks was reference to an email stating that a large number of cabinets are causing 'fragmentation' on network (especially 50mb) - whatever that means (google throws up a few answers)

[mcd54]

Swap the modem over as you have been sent it for a reason.

Changed the modem tonight but to no avail :( still below 2MB. I`ll contact the guy dealing with the problem tomorrow.

[mad_weegie]

They better not hit me with a full wack bill this month for this crappy service!

[rgcoulte]

They better not hit me with a full wack bill this month for this crappy service!

they will if you don't complain.

[mad_weegie]

they will if you don't complain.

Then complain is what i shall do

---------- Post added at 19:42 ---------- Previous post was at 19:41 ----------

https://www.cableforum.co.uk/images/local/2009/12/95.jpg

Taking my friend with me to Virgin Media Offices! get this sorted out!!!

[AHN-David]

Hey Guys,

I called VM today and the person I spoke to said that there was no internal investigations into this issue.

Digital may a have said he opened a internal ticket and I told the VM techie about this thread and ID number and he said there was nothing or any reports of faults over glasgow.

I don't doubt digital and what he said, Probs just the VM techie I spoke to never looked.

I am on the telephone again to see what crap I get fed to me this time.

I am starting to get ****ed with this.

[mad_weegie]

Hey Guys,

I called VM today and the person I spoke to said that there was no internal investigations into this issue.

Digital may a have said he opened a internal ticket and I told the VM techie about this thread and ID number and he said there was nothing or any reports of faults over glasgow.

I don't doubt digital and what he said, Probs just the VM techie I spoke to never looked.

I am on the telephone again to see what crap I get fed to me this time.

I am starting to get ****ed with this.


Good man david! keep us informed! im very close to canceling all together with Virgin.

[rgcoulte]

if you spoke to the callcentre staff I'm not supprised. The newsgroup or getting in contact with the local staff seems to be the key to getting anything done.

[mad_weegie]

if you spoke to the callcentre staff I'm not supprised. The newsgroup or getting in contact with the local staff seems to be the key to getting anything done.

where i am at the moment! everyone get in there lol... flood it! we must speak and be heard lol :mad:

[AHN-David]

Just on the phone right now. The guy is sending a techie out.

Don't see why Virgin Media dont listen to customers!! I am trying to explain its a glasgow wide issues.

Can everyone please do me a favor I will ask for a ticket ID and please call up and complain about slow speeds in glasgow and give this ticket ID They dont listen and don't think its a Glasgow issue.

PS got my new broadband coming soon:D

£22 a month & free global calls wih upto 24mb. Who cares if its not the full 24mb I expect that with copper but means I am not paying the £25 just for the broadband!

[c53204]

I got no response until I posted on Twitter to @Virginmedia - they don't seem to like complaints being made where a lot of non customers might see it. I got a reply from ecomplaints@virginmedia.co.uk

[Sephiroth]

The only information overheard between Engineer and Networks was reference to an email stating that a large number of cabinets are causing 'fragmentation' on network (especially 50mb) - whatever that means (google throws up a few answers)

This is stretching my knowledge (BBings may improve on this) but I suspect the "fragmentation" concerns the upstream mini-slots. Traffic monitoring is supposed to regulate the upstream bandwidth according to a count of idle frames coming from the optical node (at the street cabinet). If an upper threshold of idle frames is recorded, then bandwidth availability can be reduced. The reverse happens (more upstream bandwidth is allocated) when the number of idle frames reduces (i.e. demand rises).

So the number of upstream timeslots (known as mini-slots) is supposed to be regulated by traffic management and no fragmentation in an upstream packet is allowed.

If that traffic management goes wrong, and/or threshold values are wrong then it would seem to me that upstream chaos could follow.

Would that be a firmware/IOS issue in the CMTS? It's that end which allocates the upstream bandwidth.

I'd like to be right-ish for once!

[AHN-David]

Can I just point out that when running the speedtest site to make sure it's done with a direct connection to the internet, as some anti virus programs use proxy addresses to enable their web scan function to work, having a direct connection should speed up your download and upload speeds.

Please give it a try and post the results.

Just to prove my point here are 2 sets of speed tests, the first one I have made Firefox with a direct connection, and the second the proxy is back on, see the difference for a M package 10meg.

https://www.cableforum.co.uk/images/local/2009/12/74.png (http://www.speedtest.net)

https://www.cableforum.co.uk/images/local/2009/12/75.png (http://www.speedtest.net)

You are on telewest network and not the old NTL. I have a friend whos on Telewest network and his is fine.

[c53204]

You are on telewest network and not the old NTL. I have a friend whos on Telewest network and his is fine.

Compare speedtest to VM one

http://82.20.174.2/speedtest/login.php Login=ford, password=transit

[mad_weegie]

Nice to see even in News server the VM staff are ignoring the Glasgow posts but answering others! this is pathetic.

[c53204]

https://www.cableforum.co.uk/images/local/2009/12/73.png

Thats using Google chrome!! Safari reports a more normal 47Mbps LOL

[mad_weegie]

https://www.cableforum.co.uk/images/local/2009/12/73.png

is this a .. if Carlsberg made broadband moments lol :D

[Sephiroth]

https://www.cableforum.co.uk/images/local/2009/12/73.png

LOL. Like I have always said in one way or another, speedtest.net is as good as a faked picture!

(BTW I'm not saying the picture is faked - just that speedtest.net has worked up so many forum members, many of them needlessly).

[AHN-David]

Yeah, Looks like it.


or someone who just downloaded photoshop

---------- Post added at 20:50 ---------- Previous post was at 20:48 ----------

Compare speedtest to VM one

http://82.20.174.2/speedtest/login.php Login=ford, password=transit

I tried to download but it just keeps saying initializing.

[mad_weegie]

"WeeGiE" <mad_weegie@hotmail.com> wrote in message
news:a9yTm.91853$iT5.53707@newsfe12.ams2...
> http://www.cableforum.co.uk/board/12/33658630-major-slow-speeds-all-
> day-glasgow.html
>
> read the forum.
>
> Many of us are really angry at this issue! its happening every nite
> now! and now we are seeing there is no reference number on ur
> network for this fault ? surely someone is looking into this.


Hi Weegie,

This has been passed to our network team who are currently investigating the
source of the fault. At present this has been passed to our networks
despatch to investigate further.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.

[c53204]

LOL. Like I have always said in one way or another, speedtest.net is as good as a faked picture!

(BTW I'm not saying the picture is faked - just that speedtest.net has worked up so many forum members, many of them needlessly).

I too have seen weird results using speedtest, but I now use it in conjunction with the VM speedtest. Strange that they usually come up with identical results. And I guess if the engineers use the VM test, then they can't complain if people report slow speeds using it.

I asked the engineer who visited me on Monday, if he/they ever use the 3 games download test (as we are requested to do in Usenet groups). He replied no.

http://gallery.me.com/clivesinclair#100182

[AHN-David]

"WeeGiE" <mad_weegie@hotmail.com> wrote in message
news:a9yTm.91853$iT5.53707@newsfe12.ams2...
> http://www.cableforum.co.uk/board/12/33658630-major-slow-speeds-all-
> day-glasgow.html
>
> read the forum.
>
> Many of us are really angry at this issue! its happening every nite
> now! and now we are seeing there is no reference number on ur
> network for this fault ? surely someone is looking into this.


Hi Weegie,

This has been passed to our network team who are currently investigating the
source of the fault. At present this has been passed to our networks
despatch to investigate further.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.




if you read the first few pages this was suppose to a have been already done by a virgin media staff. I called VM they have no knowledge of this.

I think you are wasting your time. They told me they have had no reports of faults over glasgow.

I was also told I will be called back in 8.30 on the dot... its now 9pm.

I am also ****ed of by this. I would rather not be told.

[Sephiroth]

I too have seen weird results using speedtest, but I now use it in conjunction with the VM speedtest. Strange that they usually come up with identical results. And I guess if the engineers use the VM test, then they can't complain if people report slow speeds using it.

I asked the engineer who visited me on Monday, if he/they ever use the 3 games download test (as we are requested to do in Usenet groups). He replied no.

http://gallery.me.com/clivesinclair#100182

It's not the engineers who are complaining. The CS people don't use speedtest.net for obvious reasons.

The engineers use it because they come to you at off-peak time, set you up, get a pretty picture on the screen and then bugger off. They won't call you to the screen till the answer's right!

[mad_weegie]

It's not the engineers who are complaining. The CS people don't use speedtest.net for obvious reasons.

The engineers use it because they come to you at off-peak time, set you up, get a pretty picture on the screen and then bugger off. They won't call you to the screen till the answer's right!


i agree.. always engineers are out eh off peak time.. so speeds are max, no problems here etc etc... get them out at nite and find the god damn problem! :mad:

---------- Post added at 21:35 ---------- Previous post was at 21:08 ----------

http://www.youtube.com/watch?v=OsfwPsuVjOk

this made me laugh guys.. i know its off topic.. but helped me from destressing lol

[madindehead]

My speeds have TOTALLY dropped again now.

Was fine earlier on today (17 MB) and now this:

https://www.cableforum.co.uk/images/local/2009/12/72.png (http://www.speedtest.net)

I haven't gone over my limit for the day. I'm not phoning them, as last time it cost me £8 from my mobile, and the guy hung up on me. And I doubt my flatmate will phone (even though the contract is his).

Whatever the problem is, its happening at night now. I can't even watch a YouTube video it's taking so long to load it!

[jem16]

G73 and speeds useless in the evening but great in the morning.

I'm paying for a 20mb service and getting this;

Tue, 8 Dec 2009 07:37:51 UTC

Test 1: 1024K took 453 ms = 2260.5 KB/sec, approx 18627 Kbps, 18.19 Mbps
Test 2: 1024K took 454 ms = 2255.5 KB/sec, approx 18585 Kbps, 18.15 Mbps
Test 3: 1024K took 437 ms = 2343.2 KB/sec, approx 19308 Kbps, 18.86 Mbps
Test 4: 2048K took 844 ms = 2426.5 KB/sec, approx 19994 Kbps, 19.53 Mbps

Overall Average Speed = approx 19129 Kbps, 18.68 Mbps

Tue, 8 Dec 2009 21:07:14 UTC

Test 1: 1024K took 6688 ms = 153.1 KB/sec, approx 1262 Kbps, 1.23 Mbps
Test 2: 1024K took 5062 ms = 202.3 KB/sec, approx 1667 Kbps, 1.63 Mbps
Test 3: 1024K took 5672 ms = 180.5 KB/sec, approx 1487 Kbps, 1.45 Mbps
Test 4: 2048K took 10203 ms = 200.7 KB/sec, approx 1654 Kbps, 1.62 Mbps

Overall Average Speed = approx 1518 Kbps, 1.48 Mbps


The only thing keeping me with Virgin was its speed as with adsl I'll get around 5mb. However if this is what I'm getting each evening it will be bye bye Virgin.

[mad_weegie]

Hi Weegie,

The main ticket we have open for issues in the Glasgow area in general at
present is: F001139854.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.

---------- Post added at 21:52 ---------- Previous post was at 21:51 ----------

regarding same issue in glasgow but another poster going ape at them....


Hi Robert,

I'm sorry I've not had a chance to pro-activelty update you with Alan's
findings today, as you might be able to see we've been quite busy.

Alan's advised that there are a number of possible sources to the problem,
the ticket reference for their investigation is: F001144420. One of the
possible issues is a faulty card in the Clydbebank headend, however they
also have discussed possible issues as a followup to a software update to
standardise your UBR with the rest of the network a short while ago. I'm
sure that Alan will continue to keep us updated with the issue itself, but I
will keep an eye on the ticket also and let you know of any developments.
If you need a further update at any point please let me know and I'll let
you know of any changes.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.

---------- Post added at 21:54 ---------- Previous post was at 21:52 ----------

Hi WeeGie,

Please accept your apologies, as you can see we've been very busy tonight.

We do have a number of issues currently under investigation in the Glasgow
area on a number of tickets. We have both our networks despatch and headend
engineers looking into possible causes of the fault but beyond this we
cannot update you further.


--
Kind Regards
Peter Rafe
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank
you.

[Sephiroth]

Jeez, what a shambles. They've let chaos loose onto the UK cable internet.

[jem16]

As if by magic back to proper speeds this morning!

Wed, 9 Dec 2009 07:43:28 UTC

Test 1: 1024K took 469 ms = 2183.4 KB/sec, approx 17991 Kbps, 17.57 Mbps
Test 2: 1024K took 438 ms = 2337.9 KB/sec, approx 19264 Kbps, 18.81 Mbps
Test 3: 1024K took 468 ms = 2188 KB/sec, approx 18029 Kbps, 17.61 Mbps
Test 4: 2048K took 797 ms = 2569.6 KB/sec, approx 21174 Kbps, 20.68 Mbps

Overall Average Speed = approx 19115 Kbps, 18.67 Mbps

[Sephiroth]

As if by magic back to proper speeds this morning!

Wed, 9 Dec 2009 07:43:28 UTC

Test 1: 1024K took 469 ms = 2183.4 KB/sec, approx 17991 Kbps, 17.57 Mbps
Test 2: 1024K took 438 ms = 2337.9 KB/sec, approx 19264 Kbps, 18.81 Mbps
Test 3: 1024K took 468 ms = 2188 KB/sec, approx 18029 Kbps, 17.61 Mbps
Test 4: 2048K took 797 ms = 2569.6 KB/sec, approx 21174 Kbps, 20.68 Mbps

Overall Average Speed = approx 19115 Kbps, 18.67 Mbps

"As if expected.... " is how it should read until you've re-tested at peak time this evening.

[mad_weegie]

Morning guys,

I got an update for you, Virgin Media phoned me this morning to offer there apologies on this problem and reassured me that today there will be a dedicated team placed to monitor this problem from today, also that they are stumped where the problem is coming from as they have checked all the normal points on the network that would show evidence of problems on the network.

Again they apologised its taken this long to admit there is a wide spread issue in Glasgow and from today there will be ticket made regarding this issue. He also apologised for the Virgin Techs on the news server for giving alot of misleading information, as because they could not identify the problem in the network, alot of wrong solutions where being offered.

To be honest with all these network problems and most of us feeling like we are being ignored, it was a good call by Virgin to contact me and inform me of the situation.

I have hope now guys that this problem once found... shall be fixed for us poor Glasgow folk.

[Sephiroth]

Hi weegie

If you get to speak to them again, it might be helpful if we could try and join up the dots. i.e. There are similar problems all over the UK. Is Glasgow the task force pilot for the rest of the UK? Does VM suspect a common cause fault?

[mad_weegie]

Everyone in Glasgow is effected with this problem he confirmed this. But alot of users who reported the issue... got fobbed off by Virgin support / Techs etc as they had no idea what the problem was.. there for the problem again vanished from being a fault on their records! because we kept going at them and stressing there is a problem, they have now came out and admitted there is serious problem and have sent a team to monitor Glasgow from today. He did mention the student problem with alot of them logging on downloading in certain areas, this is common to the network but stresses this isnt the problem effecting Glasgow network as its happening in every area.

I guess once the ticket appears this will be alot better for all of us.

[rgcoulte]

One thing that has been mentioned by the network team is an attempt to standardise certain ubrs with the rest of the network. I suspect this may be the cause of the similar issues being seen across the country. Unfortunately at the same time there seem to have been other issues which have occured such as the network card failure in the clydebank ubr making it difficult to say exactly whats going on for any particular customer. Some customers problems seem to have been more severe that others (some people seem to have had usable connections off peak. Mine has been useless constantly since last tuesday). Hopefully as some of the smaller issues are cleared up it will become more clear what the bigger problem is.

[Sephiroth]

One thing that has been mentioned by the network team is an attempt to standardise certain ubrs with the rest of the network. I suspect this may be the cause of the similar issues being seen across the country. Unfortunately at the same time there seem to have been other issues which have occured such as the network card failure in the clydebank ubr making it difficult to say exactly whats going on for any particular customer. Some customers problems seem to have been more severe that others (some people seem to have had usable connections off peak. Mine has been useless constantly since last tuesday). Hopefully as some of the smaller issues are cleared up it will become more clear what the bigger problem is.

That takes me back to my earlier post #141. If they've configureds them all the same, but the configuration (and indeed the idle slot thresholds!) is wrong, then we have a common cause fault across the country that ostensibly explains the upload problem (which would then impact downloads).

I'm sorry to bat on about this, but VM's Quality Director Peter Evans, publicly stated in January 2009 that VM's procedures were "fundamentally broken". I imagine he's still in post and 11 months later we painfully know he spoke the truth.

[rgcoulte]

The thing I'd like to know is if this is indeed the result of a reconfiguration why has a their rollback plan not been implemented? Surely they can't have made changes with such far reaching consequences without one. If they have then this isn't just a case of broken fundamental procedures but a lack of common sense.

[Sephiroth]

Which is worse? Fundamentally broken procedures or a lack of common sense - or indeed a lack of honesty? F folows E follows D.

I'd like to see VM's Change Request for the UBR rationalisation and particularly the risk assessment and the test plan. I wonder whether some of the well connected principals on this forum can tackle VM about this so that we have a formal statement about their "fundamentally broken" processes and what they're really doing about it.

[AHN-David]

Well guys,

As I reported last night I was on the phone to the techie support. They said I would get callback withing 30 minutes as he was just checking.

I just called Tech Support today, They had no log of last nights call. I asked to speak to manager than by magic last nights call appeared! I then said Let me speak to manager still. None was available. Then I ask for refund and now one's available WTF?

---------- Post added at 18:55 ---------- Previous post was at 18:41 ----------

NOTE TO ALL

I AM GETTING REFUND FOR THE LACK OF SERVICE:d I SUGGEST CALLING AND ASKING FOR THE SAME IF YOU HAVE LOGGED THIS COMPLAINT ALREADY. LUCKY FOR ME I LOGGED MINE TWO WEEKS AGO SO I AM GETTING REFUND FROM THEN UNTIL SERVICE IS BACK TO NORMAL.

THE NICE MAN TOLD ME I HAVE TO CALL EVERY DAY AND TELL THEM MY SPEED AT PEAK TIMES. THAT WOULD BE THE ONLY WAY FOR TECH SUPPORT TO LISTEN HE SAID.

What A company - Customer service basically talking about their own staff. HAHA

WHEN WILL I GET REFUND? WHEN VM FIXES THE ISSUE.

[c53204]

I've had a reply on Usenet (support.broadband) saying the fault has been known since 1st December!

Just checked service status no issues??

It's a joke. All the years I have been with VM, Blueyonder, Telewest, the connection has been pretty reliable (for me), but the standard of Customer Service is beyond a joke.

My last job before early retirement this year was training staff in call centres and I can say that any breakdown in Customer service is generally not down to the call handler.

They are usually (not always) hard working. They might not be the top technical minds on the planet, but they are under a lot of pressure to achieve call quantity rather than quality. They would much rather spend more time on a call and get a resolve, but are prevented from doing so.

That comes from middle, upper management.

[VMboy]

When are Virgin Media appearing on Live at the Apollo. :D

[AHN-David]

They appeared on Live at the Apollo a few months back. No doubt your TV was out and you missed it:)

[jem16]

"As if expected.... " is how it should read until you've re-tested at peak time this evening.

I had already tested last night and the night before.

Today's tests;

Wed, 9 Dec 2009 07:43:28 UTC

Test 1: 1024K took 469 ms = 2183.4 KB/sec, approx 17991 Kbps, 17.57 Mbps
Test 2: 1024K took 438 ms = 2337.9 KB/sec, approx 19264 Kbps, 18.81 Mbps
Test 3: 1024K took 468 ms = 2188 KB/sec, approx 18029 Kbps, 17.61 Mbps
Test 4: 2048K took 797 ms = 2569.6 KB/sec, approx 21174 Kbps, 20.68 Mbps

Overall Average Speed = approx 19115 Kbps, 18.67 Mbps

Wed, 9 Dec 2009 16:07:00 UTC

Test 1: 1024K took 422 ms = 2426.5 KB/sec, approx 19994 Kbps, 19.53 Mbps
Test 2: 1024K took 484 ms = 2115.7 KB/sec, approx 17433 Kbps, 17.02 Mbps
Test 3: 1024K took 453 ms = 2260.5 KB/sec, approx 18627 Kbps, 18.19 Mbps
Test 4: 2048K took 828 ms = 2473.4 KB/sec, approx 20381 Kbps, 19.9 Mbps

Overall Average Speed = approx 19109 Kbps, 18.66 Mbps

Wed, 9 Dec 2009 17:02:26 UTC

Test 1: 1024K took 1359 ms = 753.5 KB/sec, approx 6209 Kbps, 6.06 Mbps
Test 2: 1024K took 1953 ms = 524.3 KB/sec, approx 4320 Kbps, 4.22 Mbps
Test 3: 1024K took 1110 ms = 922.5 KB/sec, approx 7601 Kbps, 7.42 Mbps
Test 4: 2048K took 2187 ms = 936.4 KB/sec, approx 7716 Kbps, 7.54 Mbps

Overall Average Speed = approx 6462 Kbps, 6.31 Mbps

Wed, 9 Dec 2009 17:38:12 UTC

Test 1: 1024K took 969 ms = 1056.8 KB/sec, approx 8708 Kbps, 8.5 Mbps
Test 2: 1024K took 2453 ms = 417.4 KB/sec, approx 3439 Kbps, 3.36 Mbps
Test 3: 1024K took 3110 ms = 329.3 KB/sec, approx 2713 Kbps, 2.65 Mbps
Test 4: 2048K took 2875 ms = 712.3 KB/sec, approx 5869 Kbps, 5.73 Mbps

Overall Average Speed = approx 5182 Kbps, 5.06 Mbps





Wed, 9 Dec 2009 17:55:27 UTC

Test 1: 1024K took 1843 ms = 555.6 KB/sec, approx 4578 Kbps, 4.47 Mbps
Test 2: 1024K took 2657 ms = 385.4 KB/sec, approx 3176 Kbps, 3.1 Mbps
Test 3: 1024K took 2203 ms = 464.8 KB/sec, approx 3830 Kbps, 3.74 Mbps
Test 4: 2048K took 3875 ms = 528.5 KB/sec, approx 4355 Kbps, 4.25 Mbps

Overall Average Speed = approx 3985 Kbps, 3.89 Mbps

Wed, 9 Dec 2009 19:41:34 UTC

Test 1: 1024K took 5281 ms = 193.9 KB/sec, approx 1598 Kbps, 1.56 Mbps
Test 2: 1024K took 4547 ms = 225.2 KB/sec, approx 1856 Kbps, 1.81 Mbps
Test 3: 1024K took 2984 ms = 343.2 KB/sec, approx 2828 Kbps, 2.76 Mbps
Test 4: 2048K took 7360 ms = 278.3 KB/sec, approx 2293 Kbps, 2.24 Mbps

Overall Average Speed = approx 2144 Kbps, 2.09 Mbps


As we can see fine at 07:43 and 16:07 - by 17:02 it was getting worse and now back to disgraceful levels.

[Sephiroth]

Jem

This all points to the reduced capacity available at peak times while VM silently but smellily fart around with their infrastructure.

[AHN-David]

Can I ask who has did something about this and logged a call?

Also I just made my complaint using the complaints email. Why do VM give you that tiny little box to complain? Do they expect me to say "slow speeds in Glasgow. help me!" I have spent ages on the phone explaining to them other people is having issues and not just me, so I doubt they would even waste there time to reply to that.

I have seen trends through other friends that use VM. Its the NTL network and not the Telewest network which only a small part of Glasgow is.

---------- Post added at 20:04 ---------- Previous post was at 20:03 ----------

Jem

This all points to the reduced capacity available at peak times while VM silently but smellily fart around with their infrastructure.

I said to the techie about slow speed at peak times and I said I don't even mind 5mb. He said no you should get atleast 8mb at peak no matter where you are or how busy it is.

[madindehead]

I seriously hope VM fix this soon. I'm getting 1MB now. This is shocking considering we pay for 20MB here. Bet it will continue until Christmas also. We better be getting refunds from this. Or free upgrades to 50MB or something worthwhile once this is all done.

[Sephiroth]

I seriously hope VM fix this soon. I'm getting 1MB now. This is shocking considering we pay for 20MB here. Bet it will continue until Christmas also. We better be getting refunds from this. Or free upgrades to 50MB or something worthwhile once this is all done.

Walk. if you walk now, chances are you'll be nicely settled by Chrimbo if you're near enough to a BT exchange.

[jem16]

Can I ask who has did something about this and logged a call?

I've emailed a complaint.

Also I just made my complaint using the complaints email. Why do VM give you that tiny little box to complain?

Box gets bigger the more you type in it.

---------- Post added at 20:18 ---------- Previous post was at 20:16 ----------

Walk. if you walk now, chances are you'll be nicely settled by Chrimbo if you're near enough to a BT exchange.

I am seriously considering walking - will only get around 4mb with adsl but even that is faster than I'm getting now. Plus it will cost me so much less than I'm currently paying.

[VMboy]

Just walk, Virgin Media are useless, and their support is just as bad.

[Sephiroth]

I've emailed a complaint.
.....

I am seriously considering walking - will only get around 4mb with adsl but even that is faster than I'm getting now. Plus it will cost me so much less than I'm currently paying.

Jem

Check that yours is an "LLU" BT exchange. Then you can choose between BT, SKY, Be, O2 etc. If you have a BT phone now, then O2 can usually provision you within 4 working days.

VM can only stall you because everything so far points to XMAS internet misery for many.

[madindehead]

Walk. if you walk now, chances are you'll be nicely settled by Chrimbo if you're near enough to a BT exchange.

Problem is, the line isn't in my name. It's in my flatmates. And he seems to think I should worry less about our crap internet currently and focus on our exams.

Doing exams is all well and good, but I want decent freaking internet also!

[jem16]

Jem

Check that yours is an "LLU" BT exchange. Then you can choose between BT, SKY, Be, O2 etc. If you have a BT phone now, then O2 can usually provision you within 4 working days.

I am on an LLU exchange and can get Sky and O2 for far less than I'm paying now. I do have a BT line already so would quite happily drop my Virgin phone line that does nothing as it is. Would end up paying O2 £7.50 per month as opposed to £31 to Virgin.

As I said I had Virgin purely for the speed and two sons both using the internet heavily with it being shared between three PCs and 2 X-boxes. Both sons have now moved out, the younger one only two weeks ago and I don't really need 20mb now.

I was weighing up my options as it was - this speed issue may well be the last straw.

VM can only stall you because everything so far points to XMAS internet misery for many.

It used to be that they had the upper hand when trying to get a deal with them as I knew the maximum adsl speed was around 4.5mb.

Now I may well tell them where to stuff it!

[AHN-David]

I've emailed a complaint.


So have I. What do you think of that stupid little box! How the earth can I complain in that.

I'm leaving in January! Just waiting for December to finish for contract to end.

Already getting my bt line connected for £25 not the £100.

[xxxxxx]

So have I. What do you think of that stupid little box! How the earth can I complain in that.

I'm leaving in January! Just waiting for December to finish for contract to end.

Already getting my bt line connected for £25 not the £100.

Same here. I'm going to join Sky Broadband pretty soon. :)

[jem16]

So have I. What do you think of that stupid little box! How the earth can I complain in that.

It seemed to get bigger as I typed - not sure how big it would go.

Already getting my bt line connected for £25 not the £100.

BT have a free installation deal at the moment.

Who was charging you £25?

[ratm]

Hello, folks.

Just signed up to add myself to this list of woes. Ex-NTL customer living in the G13 area. Paying for 20Mb and have been very happy with this until recently. Yes, I can happily get 13-19Mb early morning but at the times when I actually *use* the internet (say 1900-0100) I'm currently getting somewhere between 230 and 700K. Yes, that's download! Have not called it in yet as I had a new modem installed (another issue) on Saturday and wanted to give it a couple of days to "settle" but will be calling them tonight. Not optimistic.

[mcd54]

Changed the modem tonight but to no avail :( still below 2MB. I`ll contact the guy dealing with the problem tomorrow.

Problem now solved :) Yesterday morning @ 4.30am (prior to starting work @ 5am :dozey:) speedtest showed 12.56MB and this morning at the same time it was 11.35MB. Last night from 6pm - 10pm it varied between 5MB - 7MB. I can live with that :)

[c53204]

Hi Clive,

The latest update we've had on this is that the suspected faulty card was
replaced last night, however it appears that this has failed to resolve the
fault. As a result we are replacing the entire device at around 1am
tomorrow morning. As we receive further information we'll try and keep you
updated.


-- Kind Regards Peter, Virgin Media Technical Support

[Sephiroth]

Hi Clive,

The latest update we've had on this is that the suspected faulty card was
replaced last night, however it appears that this has failed to resolve the
fault. As a result we are replacing the entire device at around 1am
tomorrow morning. As we receive further information we'll try and keep you
updated.


-- Kind Regards Peter, Virgin Media Technical Support

I wonder about VM (and their "fundamentally broken" processes - quote from their quality director January 2009).

The card in the routers have MIBs that provide full information on how the card is behaving, what's happening at the ports and so on. In my experience, there's never any doubt as to whether or not a card plugged into a router is functioning correctly; if it's not, VM's OSS should raise an alert. Likewise the router that hosts the card.

Unless they see an alert on the router, why would they replace it?

Any brainios know?

[ratm]

Thought I should update you folks since I have now spoken to VM.

Usual stuff - asked me to go to speedtest.net and tested to two different servers - Maidenhead and the default which, I think, was Derry. I had tested this afore I called (just in case it was fixed and I got embarrassed!) as well as to the "thinkbroadband.com" site. Around 2Mb download (10%) at that time.

Got me to do the same in safe mode - same result. Bear in mind that all is well outwith "peak" times and I that have the same speed (/time!) issues with the PS3 currently.

Asked me to check connections with netstat and then told me I had p2p software running (certainly not)! Checked that out and it was two standard search engine connections - consistent with what I was doing under instruction.

Enough of that. To summarise, perfect home connection when I'm at out at work but when I'm actually at home and want to use my "up to 20Mb" connection I get 2Mb and under. On both a computer (oh, I use both Firefox and IE depending...) and on my PS3.

An engineer wil apparently call after 1800 on Monday. From what I've read in this thread I's not hopeful. Sorry if this is a bit disjointed/rambling - everything I have seems to be breaking at the moment! (",)

Cheers!

[mad_weegie]

hey guys, just home from work! i see the problem isnt fixed :( this is not good news though i read there going to replace the whole hardware unit now at 1am.. well i hope this is the end to this problem, i really thought it would be fixed by now. Least they are attending to the problem and posting information now so we can keep updated.

[Sephiroth]

hey guys, just home from work! i see the problem isnt fixed :( this is not good news though i read there going to replace the whole hardware unit now at 1am.. well i hope this is the end to this problem, i really thought it would be fixed by now. Least they are attending to the problem and posting information now so we can keep updated.

I hope you're right. If my earlier explanation holds good, they're just ****ing in the wind!

[mad_weegie]

I hope you're right. If my earlier explanation holds good, they're just ****ing in the wind!


well ive just posted in the news group demanding manager cal me 2moz and offer me compensation for this shambles. , im shocked at there suggesting WE PHONE THEM to get compo.. eh no THEY WILL PHONE US!

[Sephiroth]

well ive just posted in the news group demanding manager cal me 2moz and offer me compensation for this shambles. , im shocked at there suggesting WE PHONE THEM to get compo.. eh no THEY WILL PHONE US!

Now you're ****ing into the wind!

[mad_weegie]

Now you're ****ing into the wind!

curious, have they supplied a ticket yet on the status page where we can check for updates ? or was this another moonbeam that they said they where doing ? :monkey:

[AHN-David]

I am stilling waiting for that call back from two days.

I was going to open a ticket for everyone in this thread to use when they call so they will understand.

I am not wasting my time no more. I have submitted my complaint.

[AHN-David]

Hey,

Just got a tech to go out to the UBR to check it. I will update you guys when I get my call back from VM with there diagnostic.

Ensure all you guys get a refund as I have got one.

[Digital Fanatic]

here are the updates from the ticket via the Newsgroups


Hi All,

In conjunction with our network teams we beleive that the issue in Glasgow
has now been identified this follows from the conversation that Mark had
with WeeGie this morning. A network technician has been despatched to
replace a piece of faulty hardware this evening and we hope that normal
working service should be resumed within 24 hours. We will of course keep
you updated with any further developments. We would like to apologise for
the inconvenience caused and appreciate your patience whilst identifying the
cause of this issue.

--
Kind Regards
Peter
Virgin Media Technical Support
http://status2.virginmedia.com/


Last one is yesterday:
The latest update we've had on this is that the suspected faulty card was
replaced last night, however it appears that this has failed to resolve the
fault. As a result we are replacing the entire device at around 1am
tomorrow morning. As we receive further information we'll try and keep you
updated.

--
Kind Regards
Peter
Virgin Media Technical Support
http://status2.virginmedia.com/

I'll keep an eye on updates, but if anyone else who has access to the newsgroups could also post that would be great. :)

[AHN-David]

Do you have a date this was posted?

According to any VM staff I have spoken to on the phone there is NO faults in Glasgow.

[Digital Fanatic]

Do you have a date this was posted?

According to any VM staff I have spoken to on the phone there is NO faults in Glasgow.

Hi AHN-David.. I've sent you a PM regarding this issue.

Updates are only available via newsgroups at the moment.

[AHN-David]

I don't question the way you guys work but is that not a bit stupid?

You have a fault but only tell some people on newsgroups and kind of lie to others who call saying there is not fault.

I got your first PM, Did you send 2?

[Peter_]

I don't question the way you guys work but is that not a bit stupid?

You have a fault but only tell some people on newsgroups and kind of lie to others who call saying there is not fault.

I got your first PM, Did you send 2?
If anyone calls in and the is an area fault I tell them what the issue is and any resolution time or date that is listed, and I know that my fellow team members do the same as I do so do not tar us all with the same brush.

[Digital Fanatic]

I don't question the way you guys work but is that not a bit stupid?

You have a fault but only tell some people on newsgroups and kind of lie to others who call saying there is not fault.

I got your first PM, Did you send 2?

I've sent you another one, yes.

---------- Post added at 17:33 ---------- Previous post was at 17:26 ----------

I'll check the ticket when in work again tomorrow and post any updates I can get.

---------- Post added at 17:35 ---------- Previous post was at 17:33 ----------

Latest Update from Newsgroups Today:



Our engineers are reporting that the equipment was replaced as planned
yesterday and they cannot see any ongoing issues, have your speeds improved?


--
Kind Regards
Peter
Virgin Media Technical Support
http://status2.virginmedia.com/

[jem16]

Well at just before 7pm I was getting good speeds.

Fri, 11 Dec 2009 18:57:12 UTC

Test 1: 1024K took 578 ms = 1771.6 KB/sec, approx 14598 Kbps, 14.26 Mbps
Test 2: 1024K took 438 ms = 2337.9 KB/sec, approx 19264 Kbps, 18.81 Mbps
Test 3: 1024K took 453 ms = 2260.5 KB/sec, approx 18627 Kbps, 18.19 Mbps
Test 4: 2048K took 875 ms = 2340.6 KB/sec, approx 19287 Kbps, 18.83 Mbps

Overall Average Speed = approx 17944 Kbps, 17.52 Mbps

However I obviously spoke too soon;

Fri, 11 Dec 2009 19:16:41 UTC

Test 1: 1024K took 2046 ms = 500.5 KB/sec, approx 4124 Kbps, 4.03 Mbps
Test 2: 1024K took 2500 ms = 409.6 KB/sec, approx 3375 Kbps, 3.3 Mbps
Test 3: 1024K took 1937 ms = 528.7 KB/sec, approx 4356 Kbps, 4.25 Mbps
Test 4: 2048K took 5562 ms = 368.2 KB/sec, approx 3034 Kbps, 2.96 Mbps

Overall Average Speed = approx 3722 Kbps, 3.64 Mbps

I have posted on the newsgroup too.

How's anyone else doing tonight?

[AHN-David]

https://www.cableforum.co.uk/images/local/2009/12/52.png (http://www.speedtest.net)

from speed test.

Downloaded game demos from VM. I am still not happy!

---------- Post added at 20:10 ---------- Previous post was at 20:08 ----------

I also did a cold call today to a business in glasgow.

There Virgin Media Internet has been down for two days. Cant get a engineer until Monday. I thought businesses would get Great support.

[jem16]

https://www.cableforum.co.uk/images/local/2009/12/51.png (http://www.speedtest.net)

I'm not happy either and I'm worse than you.

[Chris]

https://www.cableforum.co.uk/images/local/2009/12/51.png (http://www.speedtest.net)

I'm not happy either and I'm worse than you.

That's not worse, that's considerably better than David! Still way below par, mind ...

[AHN-David]

Hey,

My net is dropping every two minutes now. Is work going on to try and fix this does anyone know?

[jem16]

Virgin support's answer to my speeds.

Hi Jem,

I've checked and we're not seeing any issues on the UBR at present, your
power levels are showing as close to the limit. Other than this everything
seems fine, in addition, on checking your UBR you do not seem to be
connected to the faulty piece of equipment that was replaced last night.
Could you confirm where you're performing your speedtests from?


--
Kind Regards
Peter ***********
Virgin Media Technical Support

---------- Post added at 20:37 ---------- Previous post was at 20:36 ----------

That's not worse, that's considerably better than David! Still way below par, mind ...


Sorry - need to put my glasses on - I read it as 11042 for some reason.


It's better than last night when I was averaging 1/2MB - perhaps everybody has gone out for Friday night.

[AHN-David]

If its not a issue I take Virgin media have just turned into another company like BT.

Advertise 24mb get 1mb.

Now I think way more people are having slow speeds but they don't call as they are not the normal geeky net users like us.

[Tioga]

This is really starting to **** me off now could see me canceling with virgin media pretty soon. Is there a direct number i should call to make a complaint other than 150 as i really don't want to speak to someone who i have to explain each letter of name for half an hour.

[jem16]

If its not a issue I take Virgin media have just turned into another company like BT.

I have given download speeds and tracert to bbc.co.uk as they asked. I even went to the bother of connecting my laptop direct to the modem so that they could rule out my router - not that my router is the problem anyway!

Advertise 24mb get 1mb.

Yes it sounds good.

However I can pay O2 £7.50 each month and cancel my £31pm to Virgin and still get the same speeds as I am getting now.

Now I think way more people are having slow speeds but they don't call as they are not the normal geeky net users like us.

Most of them haven't got a clue.

Must get my elder son to check his connection as he chose Virgin for its speed. He is a geeky software engineer!

[AHN-David]

On the phone to tech support again. This guy seems to be listening to me.

---------- Post added at 21:29 ---------- Previous post was at 21:22 ----------

Maybe not.... He was a **** like the others.

He said there was a fault next minute there was not.

[Tioga]

On the phone to tech support again. This guy seems to be listening to me.

---------- Post added at 21:29 ---------- Previous post was at 21:22 ----------

Maybe not.... He was a **** like the others.

He said there was a fault next minute there was not.

Yes its nice how they make you feel like an idiot. Fed up of being told to restart my router idjfbnidjfbn fdjbnfdbndibn fgh

[AHN-David]

My Engineer is coming on monday to replace my modem.

I have a special modem so I have that I never knew about. It has a magical clock that breaks at certain times according to Tech Support.

I said to him how can it be a modem fault if it kicks in at 5. He said the engineer will fix it.

I am hate the way offshore call centers don't help they just read the script in front of them.

[Digital Fanatic]

This issue is now resolved on ticket 1146085. Any further issues will need to be treated as individual issues, unless we see a pattern again.

Please contact tech support on 151 or post on the newsgroups for full diags to be carried out.

Kind regards

[jem16]

My Engineer is coming on monday to replace my modem.

I was asked to choose an engineer slot at around 9:15pm last night - still waiting on confirmation of my choice.

This morning a different support person on the newsgroup has asked me to download files again.

I have a special modem so I have that I never knew about. It has a magical clock that breaks at certain times according to Tech Support.

I think I must have one of those special modems too. Weekday mornings are great, weekday evenings poor.

Today is;

https://www.cableforum.co.uk/images/local/2009/12/50.png (http://www.speedtest.net)

What are you getting today?

[ratm]

And me!

Can't recall what I was getting last night (err.....couple too many Weihenstephaners. Started to post but realised someone had swapped my standard UK keyboard layout for the Haitian one) - around the 1 Mb mark. Back up to 18 when I last checked around 0930 this morning.

[jem16]

around the 1 Mb mark. Back up to 18 when I last checked around 0930 this morning.

I obviously have one of the even more special modems then - doesn't like weekends either. ;)

Either that or too many people on Virgin in my area.

[rgcoulte]

just to let you all know that my issues were fixed by the clydebank network card replacement. Had requested that someone contact me regarding my complaint as I don't see why I should have to waste more of my time persuing being made whole. Was told this was being passed to the management team but I won't hold my breath. Can see myself having to go to otelo for a proper resolution.

[Sephiroth]

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 1 2 3 4
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 10.34 10.00 10.84 11.03
RxMER
(dB) 36.17 36.39 36.84 37.09
Correctable
Codewords 45 88 4 2
Uncorrectable
Codewords 292 284 396 301


CABLE MODEM

•Information

•Status

•Downstream

•Upstream

•Upstream Burst

•Operation Config.

•Event Log

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 4 N/A N/A N/A
Frequency
(Hz) 47400000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 46.00 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0


thanks for any help you can give

RG - We all hope your problems are sorted.

Can you post your modem stats again please? It would be instructuve to compare before and after stats for differences.

I imagine you've got the same modem (or did I iss something in your posts).

I don't know what was wrog with your terminating card/port at the the regional head end, but it sure was pumping out the downstream power.

[rgcoulte]

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 81 82 83 84
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 11.91 10.44 9.70 10.34
RxMER
(dB) 36.61 36.39 36.39 36.84
Correctable
Codewords 4421 5660 7120 7584
Uncorrectable
Codewords 299 279 254 261


Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 4 N/A N/A N/A
Frequency
(Hz) 47400000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 43.75 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0


Issues are now sorted packet loss wise (touch wood) and speed seems pretty ok at peak times (will hit between 3600and 6000k/s averaging around the 5000 mark. Issue now is the pathetic excuse for customer service policy expecting customers to chase for refunds for known outages.

[Sephiroth]

The downstream correctabel:uncorrectable codeword ration has now reached an acceptable level.

Your modem is still receiving rather more power from the CMTS than it should IMO but it seems to be stable and we can forget it for now unless you have any more instabilities.

[AHN-David]

This issue is now resolved on ticket 1146085. Any further issues will need to be treated as individual issues, unless we see a pattern again.

Please contact tech support on 151 or post on the newsgroups for full diags to be carried out.

Kind regards


Like I said in my PM to u my friends over glasgow is still having issues.

But I thought there was not a issue? I am confused, For the past few weeks VM told me there is no issue what so ever in the glasgow area and on this forum people say there is?

WHAT THE HELL! My Head hurts!

Will I get a apology for all the lies from VM?

---------- Post added at 19:15 ---------- Previous post was at 19:11 ----------

Also,

Why does the issue kick in at 5 or before. And why did it start the same day as the other issues.

https://www.cableforum.co.uk/images/local/2009/12/49.png (http://www.speedtest.net)

I must have a Modem with a clock!

[Sephiroth]

.....

Why does the issue kick in at 5 or before. And why did it start the same day as the other issues.

https://www.cableforum.co.uk/images/local/2009/12/49.png (http://www.speedtest.net)

I must have a Modem with a clock!

As has been said again and again - at 15:30 the kids start getting home from school. At 17:00 and after, more kids, students and adults get home and straight onto the internet.

VM appear to be putting all their customers onto half the local infrastructure while they further mess up the already messed up other half and lo, the bubble bursts until they've gone to bed. This suggestion has been pieced together from what users have said they've been told by engineers, Chief Exec hacks, PR, CS and so on. If anyone knows any more - please enlighten.

For their silence, VM deserve that their affected customers wlk.

[AHN-David]

I am already walking. I leave on the 10th when my contract ends.

I don't think I will be the only one. I have been with Virgin since it was NTL and I was only NTL dial up.

I love virgin - well used too. have never had issues up until now.

[jem16]

I am already walking. I leave on the 10th when my contract ends.

My contract is long up.

I don't think I will be the only one. I have been with Virgin since it was NTL and I was only NTL dial up.

Me too.

I love virgin - well used too. have never had issues up until now.

The speed that Virgin could give me was way in excess of what I can get with adsl as I'm not exactly close to the exchange. With two sons at home and their PCs in constant use it was great. As soon as broadband first became available we upgraded from dial up. Each time NTL upgraded its systems to provide a higher speed we upgraded - the only one I haven't taken is the 50mb. However my sons have now moved out and I don't need the speed.

Now I'm constantly getting around 1/2mb each weekday evening and if I'm lucky a little more. Weekend is not much better although I have been known to scale the giddy heights of 5mb. However each morning and afternoon if I'm lucky enough to be home earlier I can get 18mb.

If there is no actual fault - which Virgin say there is not - then obviously the capacity in my area is just not there.

So basically why pay Virgin £31pm for a phone line (which I do not use but gives me a better price for broadband) and 20mb broadband when I am only getting around 1/2mb on most occasions when I can use it.

I will be phoning to cancel - the only thing which would keep me with Virgin is if they want to give me a broadband only deal which would match what I can get with O2 at £7.50pm or Sky at £10pm. Of course they will quote that I need a BT line for O2 (which I already have and is the phone line I use) and Sky TV for Sky broadband (which I already have as I left Virgin TV 7 years ago as Sky has a much better offering) so they will need to work hard to keep me.

For years Virgin had the upper hand as they knew I wouldn't leave because I wanted the speed that only they could provide. Now they don't so we shall see!

[AHN-David]

The 02 and sky broadband still has the charge of the phoneline on top of it.

I agree virgin are always years ahead of the providers. The choice of TV channels may not be great but the broadband is good.

Looks like virgin dont care about business clients also. I did a cold call to a client to sell the VoIP telephone systems. After talking for a while we started to discuss VM's current issues in Glasgow.

They had been without there business broadband for 2 days.

Possible new client for the new company I have just started to work for. Thanks Virgin!

[jem16]

The 02 and sky broadband still has the charge of the phoneline on top of it.

Yes I know but I already pay BT for my line rental at the moment.

My point is that I pay for BT line rental and Virgin line rental. I use the BT phone for all my calls, incoming and outgoing, as their call charges are much cheaper and I can also use low cost carriers which I can't with Virgin. The Virgin line sits unused except for the occasional incoming call (usually someone trying to sell me something or Sky/Virgin calling). The only reason I have it is because it usually gives me a better deal on the broadband for some strange reason - 20mb on its own is £30pm and 20mb with phone line is £31pm. At some points it has been cheaper to have the phone than not have it so I have never cancelled it.

If I leave Virgin I would be replacing my £31pm charge for phone and broadband with either £7.50 for O2 or £10 for Sky ( I could get that down to £5 if I took Sky Talk but I have no intention of doing that as Sky don't allow use of low cost carriers either).

I agree virgin are always years ahead of the providers. The choice of TV channels may not be great but the broadband is good.

Unfortunately good during the week when I'm usually at work isn't a lot of good to me.

This morning's speed test.

https://www.cableforum.co.uk/images/local/2009/12/46.png (http://www.speedtest.net)

Whoopee, I'm into double figures - won't last long though.

[Sephiroth]

I don't intend ditching Virgin. I will watch BT's FTTC with interest and might then switch principal broadband provider. In the meantime, I have VM XL telephone and use that for all outgoing calls. All incoming calls are on the BT line and there I have the backup O2 broadband.

Those who can't be without broadband should consider this dual supplier option, albeit at extra cost.

[jonboy080269]

I have just ditched virgin media broadband after having it for 8 years.

Terrible latency for online gaming in the evenings, gave me no choice. It has been like it for over 2 months and made first person shooters such like team fortress 2 impossible to compete in.

I have had 2 visits from an engineer where on the 2nd visit he admitted there a was a problem with the server? I am not sure what that is but anyway he could not give me a date when it was going to be fixed, or even a ball park figure when it was going to be fixed. mmm weeks, months , years???

I had no option but to cancel the phone and broadband and move to bt.

[jem16]

Still reasonable - all the kiddies must be watching cartoons or off to church.

https://www.cableforum.co.uk/images/local/2009/12/45.png (http://www.speedtest.net)

[Sephiroth]

Still reasonable - all the kiddies must be watching cartoons or off to church.



.....praying to God that VM get their poxy act together before they too end up crucified!

[AHN-David]

Well I am was downloading a few things this morning from the work server. I got up at 8am to make sure I get good speeds. I was getting great speeds. Downloading at about 1.15mbps which is brill. Thats why I love VM

But now its after 12 and kids are up

https://www.cableforum.co.uk/images/local/2009/12/42.png (http://www.speedtest.net)

BOoooooooooooo!

---------- Post added at 12:49 ---------- Previous post was at 12:41 ----------

https://www.cableforum.co.uk/images/local/2009/12/43.png (http://www.speedtest.net)

Looks like it has got a little better.

---------- Post added at 12:49 ---------- Previous post was at 12:49 ----------

Can anyone tell me what issue could be wrong with my modem for it to kick in at certain times?

Tech support say's my modems faulty but cant explain why its only gubbed at certain times.

[jem16]

But now its after 12 and kids are up

Kids must sleep later in my area.

https://www.cableforum.co.uk/images/local/2009/12/44.png (http://www.speedtest.net)


Tech support say's my modems faulty but cant explain why its only gubbed at certain times.

I will be interested to see what the engineer comes up with tomorrow when he visits. I have a list of all the various speed tests I have done over the last few days and screenshots of the downloads.

[Sephiroth]

Well I am was downloading a few things this morning from the work server. I got up at 8am to make sure I get good speeds. I was getting great speeds. Downloading at about 1.15mbps which is brill. Thats why I love VM

But now its after 12 and kids are up

https://www.cableforum.co.uk/images/local/2009/12/42.png (http://www.speedtest.net)

BOoooooooooooo!

---------- Post added at 12:49 ---------- Previous post was at 12:41 ----------

https://www.cableforum.co.uk/images/local/2009/12/43.png (http://www.speedtest.net)

Looks like it has got a little better.

---------- Post added at 12:49 ---------- Previous post was at 12:49 ----------

Can anyone tell me what issue could be wrong with my modem for it to kick in at certain times?

Tech support say's my modems faulty but cant explain why its only gubbed at certain times.

Can we see your modem stats now please? Including the full event log. The speed tests are instantaneous snapshots, as I'm sure you know, and a few seconds later everything can change.

[AHN-David]

I had these fixed a few months back when I first got VM so they should be OK.


Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -2.1 dBmV
Downstream SNR : 38.3 dB

Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 25584000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 56.8 dBmV
Upstream Mini-Slot Size : 2

I have seen many threads about power levels. Does VM ever have the correct settings when your modem is set up?

Also my settings seem to be working during offpeak times.

Again I think the settings have a clock, like my modem, and know when its time to be slow.

---------- Post added at 13:41 ---------- Previous post was at 13:39 ----------

https://www.cableforum.co.uk/images/local/2009/12/41.png (http://www.speedtest.net)

I also tried to download from work server again but its not going above 100kbps.

---------- Post added at 13:42 ---------- Previous post was at 13:41 ----------

Last Time Priority Description
Sun Dec 13 11:27:06 2009 Sun Dec 13 11:27:06 2009 Information (7) The s/w filename specified in the config file is the same as ...
Sun Dec 13 11:27:06 2009 Sun Dec 13 11:27:06 2009 Information (7) A software upgrade filename was specified in the config file.
Sun Dec 13 11:27:06 2009 Sun Dec 13 11:27:06 2009 Information (7) Authorized
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) Registration complete!
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) Received a REG-RSP message from the CMTS...
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) Sending a REG-REQ to the CMTS...
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) CableModem SNMP configure complete
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) IP init completed ok
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) CableModem TFTP init ok
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Information (7) CableModem DHCP client init ok
Sun Dec 13 11:27:05 2009 Sun Dec 13 11:27:05 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Sun Dec 13 00:26:03 2009 Sun Dec 13 00:26:03 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Dec 13 00:25:55 2009 Sun Dec 13 00:25:55 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Dec 13 00:25:55 2009 Sun Dec 13 00:25:55 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Dec 13 00:25:50 2009 Sun Dec 13 00:25:50 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sun Dec 13 00:25:48 2009 Sun Dec 13 00:25:48 2009 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sun Dec 13 00:25:48 2009 Sun Dec 13 00:25:48 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Dec 13 00:25:47 2009 Sun Dec 13 00:25:47 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Dec 13 00:25:46 2009 Sun Dec 13 00:25:46 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Dec 13 00:25:46 2009 Sun Dec 13 00:25:46 2009 Critical (3) No Ranging Response received - T3 time-out

[jem16]

Normal service (for me at any rate) has now resumed.

https://www.cableforum.co.uk/images/local/2009/12/39.png (http://www.speedtest.net)

[clockworkorange]

I'm in Glasgow (postcode G11 6) and have just found this thread today, after being frustrated by slow internet speeds for the last couple of weeks.

My situation was complicated by a PC that was dying, so I couldn't be completely sure if the problem was mine or Virgin's, and I had to cancel an engineer visit while I replaced my PC.

Now, with a brand spanking new Windows 7 machine, my speeds are still below par. I'm on the 10Mb package and getting 1-2Mbps download speed, well down from the 7Mbps+ that I had when I first upgraded from the old 2Mb package.

I've run many different speed tests which corroborate each other, but it's noticeable that I can't stream any video without it stuttering horribly, and HTTP file downloads are a joke...I'm getting 108Kbps max on those blueyonder game files.

Can anyone advise what my next step should be? Is it worth calling CS or should I request assistance some other way (e.g. via newsgroups - and how do I go about accessing the newsgroups?)

Thanks!

https://www.cableforum.co.uk/images/local/2009/12/38.png (http://www.speedtest.net)

---------- Post added at 17:07 ---------- Previous post was at 17:03 ----------

Here's my modem stats:

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -1.5 dBmV
Downstream SNR : 41.8 dB

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10242000
Maximum Upstream Data Rate : 514000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Event Log:
First Time Last Time Priority Description
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) The s/w filename specified in the config file is the same as ...
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) A software upgrade filename was specified in the config file.
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) Authorized
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) Registration complete!
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) Received a REG-RSP message from the CMTS...
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) Sending a REG-REQ to the CMTS...
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) CableModem SNMP configure complete
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) IP init completed ok
Sun Dec 13 15:53:17 2009 Sun Dec 13 15:53:17 2009 Information (7) CableModem TFTP init ok
Time Not Established Time Not Established Information (7) CableModem DHCP client init ok
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out

[AHN-David]

Welcome clockwork:D

Well I am sorry to say this issue will never be resolved in my opinion.

Well it was suppose to a have been resolved a few days ago but it looks like its not.

They are blaming my modem now. With saying its my modem they are suggesting my modem has a clock and knows when its time to be ****.

[clockworkorange]

Just off the phone to CS, he had me remove my router from the equation, unplug my modem and unscrew the white cable, then connect it back up while he "sent signals" to it.

Having done all that, the speed is exactly as it was before. His instructions are to perform tests on speedtest.net over the next 24 hours at various times of day and, if there is no improvement, call back with the speeds I have recorded.

He also mentioned that there are 5 current faults in the Glasgow region which engineers are looking at, though they relate to a "different server" to the one my modem is connecting to.

Nothing I can do but wait and hope.

[xocemp]

clockworkorange


http://www.virginmedia.com/myvirginm...setting-up.php

The group to post to is

virginmedia.support.broadband.cable

Can you post your network card mac please.

[clockworkorange]

clockworkorange


http://www.virginmedia.com/myvirginm...setting-up.php

The group to post to is

virginmedia.support.broadband.cable

Can you post your network card mac please.

Xocemp,

should I be posting my MAC on here? Post #66 of this thread by a VM employee states not to do so.

I appreciate your posting here and that you want to help - can I ask though what you would do with the MAC address?

[xocemp]

That the mac address of your modem that your not advised to post, this can be cloned to steal cable services.

Posting your network card mac address poses no threat :)

[clockworkorange]

Gotcha - but still, what would posting it lead to?

Apologies if my questions are tiresome, but better to be safe than sorry :dunce:

[AHN-David]

Just off the phone to CS, he had me remove my router from the equation, unplug my modem and unscrew the white cable, then connect it back up while he "sent signals" to it.

Having done all that, the speed is exactly as it was before. His instructions are to perform tests on speedtest.net over the next 24 hours at various times of day and, if there is no improvement, call back with the speeds I have recorded.

He also mentioned that there are 5 current faults in the Glasgow region which engineers are looking at, though they relate to a "different server" to the one my modem is connecting to.

Nothing I can do but wait and hope.

Hey Clockwork - Its all lies I bet. Everyone of us in this thread keep being told different story's. I got told there has been no faults what so ever in Glasgow when I called and it was my modem.

Then I got told my issue was nothing related to the current on going Glasgow issue

[xocemp]

Gotcha - but still, what would posting it lead to?

Apologies if my questions are tiresome, but better to be safe than sorry :dunce:

I'll pass it to someone who works for VM and you'll do some checking :)

Good to see you've not turned completely bitter yet ;)

[AHN-David]

Good to see you've not turned completely bitter yet ;)

I think after the few weeks of crap the rest of us have went and still going through we are allowed to be bitter.

Clockwork will be like the rest of us if the issue is not resolved soon.

[clockworkorange]

I'll pass it to someone who works for VM and you'll do some checking :)

Good to see you've not turned completely bitter yet ;)

I am, I just hide it well ;)

Have sent you a PM

Can you advise if there should be any issues with connecting different PCs or a router to the Virgin modem? For example do Virgin hold my network card's MAC and therefore connecting a different device might cause a problem?

[AHN-David]

Hey,

Have you sent me a pm?

Also you should have no issues connecting to different PC's or routers. As long as the routers cable it should be fine.

I have a magic modem that slows at certain times. I wanna keep this and sell it on ebay but when they come to replace my modem(and waste there time) on monday they guy will take it. I am very sure I will get another magic modem as looking through the threads when a engineer has visited other users they are still having the same issues.

[clockworkorange]

Hey,

Have you sent me a pm?

Also you should have no issues connecion to different PC's or routers. As long as the routers cable it should be fine.

I have a magic modem that slows at certain times. I wanna keep this and sell it on ebay but when they come to replace my modem(and waste there time) on monday they guy will take it. I am very sure I will get another magic modem as looking through the threads when a engineer has visited other users they are still having the same issues.

Um, no - I sent it to xocemp, who asked me for my network card MAC address.

Thanks for the answer, yep it is a cable router (Belkin Wireless G).

[xocemp]

I am, I just hide it well ;)

Have sent you a PM

Can you advise if there should be any issues with connecting different PCs or a router to the Virgin modem? For example do Virgin hold my network card's MAC and therefore connecting a different device might cause a problem?

VM would hold 4 entries ( MAC address ) in the host table on connecting another device/PC/Laptop you would get a 169 IP address. Not slow speeds :)