Virgin Media Annoying Problem

[shizer]

Hola all,

Basically, I've been having general Internet connection problems for the past month or so but I ignored them as I believed in time, it would fix itself like it has in the past. However, this isn't the case.

The general problems are:
- Disconnecting and reconnecting every 5-10 minutes. Its very common when I try to stream videos on sites such as youtube and BBC Iplayer. In fact, its impossible for me to watch anything on Iplayer.
- Max download speeds I've done this month is about 50kb/s. Its painfully slow

There wasn't any significant changes on my side, which would explain this problem. In my house, we have 2 PC's and a PS3 running through the same Internet. The router is passworded as well, so no one will be able to steal it. Changed the password a week ago, thinking it would probably solve the problem.

I've been an NTL/Virgin customer for a number of years now. I had a very annoying problem with NTL a few years ago and their rubbish customer support helped me to solve sh*t all (before I moved house).
This had forced me to move to several other ISPs. Bulldog was horrible and so was SKY but I was stuck with them because of contract obligations.
When my contract ran out and moved house, I believed that maybe Virgin would improve on what NTL had. I've never had a problem with Virgin since I moved till now.

From speedtest.net, I results were:
1st) ping 40ms. 1.46mb Download. 0.46mb Upload.
2nd) ping 37ms, 2.84mb Download, 0.53mb Upload.
3rd) ping 27, 3.68mb Download, 0.50mb Upload.
4th) Ping 31, 2.96mb Download, 0.53mb Upload

I think that is everything. Sorry if I come across a bit aggressive. I just had to type this all up again because my net died again :(

Anyway, any help would be fantastic. Thanks

Edit: I've got the basic cable Virgin package.

[Welshchris]

can u post us ur modem power levels to look at

type 192.168.100.1 into ur browsers bar

copy and paste upstream and downstream info.

[shizer]

Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
Boot Code Version : 3.1.6d
Software Version : 2.94.1015
Hardware Version : 1.19

1st)
https://www.cableforum.co.uk/images/local/2010/03/59.png (http://www.speedtest.net)

2nd)
https://www.cableforum.co.uk/images/local/2010/03/60.png (http://www.speedtest.net)

3rd)
https://www.cableforum.co.uk/images/local/2010/03/61.png (http://www.speedtest.net)

4th)
https://www.cableforum.co.uk/images/local/2010/03/62.png (http://www.speedtest.net)

Thanks for your help :)

[Milambar]

Post contains information that shouldn't be there, for your own safety.

Reported to the mods, but if you are able, then I'd edit out the MAC and the Serial number.

[shizer]

Done. Thanks.

As you can tell, I'm a novice lol

[Milambar]

Good :). The reason you shouldn't include your MAC and Serial number, is they can be used for.. lets just say nefarious purposes by toerags.

Another pointer, when they say post your modem stats, what they mean are the details off the Downstream and Upstream pages. Not the modems front page.

Those pages will have information like the Signal to Noise value (SNR), etc. Those numbers can be used by the techies to suggest if there might be a problem with your connection. Note, suggest. I don't think they can make a definitive diagnosis over a forum, but they can suggest where there might be a problem.

[shizer]

Ahh ok :P

Downstream-
Downstream Lock : Locked
Downstream Channel Id : 150
Downstream Frequency : 322750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -4.8 dBmV
Downstream SNR : 38.0 dB

Upstream-
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 45800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.0 dBmV
Upstream Mini-Slot Size : 2


I just thought I should ask on here. Customer service is the last resort at the moment, because talking to them usually makes my blood boil.

From the speed test, can clearly tell something is wrong. I should be getting near 10mb I think..

[Welshchris]

downstream power level seems a little lowish id ring faults and see if they can book a tech

[shizer]

Am I able to just ring them up and request a tech? Because usually, thats the last thing Virgin would want. They tend to make you go through 30 minutes of rubbish before actually doing something about it.

Also, a bit off topic: is 0845 an expensive number? Its the number I will have to use and I got a feeling I'll be talking to them for a while..

[Milambar]

You can call technical support for free if you have a landline provided by Virgin Media, can never remember if its 150 or 151 though.

Otherwise 0845 are known as "lo-call" numbers. The theory behind them is that they are cheaper than calling a normal number. In practice they work out more expensive because they are usually excluded from call-plans (grr). Still not as expensive as a premium rate number though.

[shizer]

Yep its 151. Just called them and I suggested that the downstream power was a bit low and he said it was normal. He than said that he was basic internet support and he would put me through to a different department who were more advanced support.

I, heard music than got cut off. Got to try again :(

[shizer]

Sorry guys but I did forgot to mention one detail. The modem is connected to a router (Belkin 2.4hgz 802.11g wireless) which is than connected to my PC and wirelessly to the other PC and PS3.

I called tech support and talking to a lady who I had troubles understanding. Having said that however, she did suggest that the router is causing problems for the modem and slowing my speed down to the PC, etc. So she suggested that I run the modem directly to my PC, with no router for 5 hours and monitor that.

[pip08456]

Downstream Lock : Locked
Downstream Channel Id : 3
Downstream Frequency : 339000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -7.6 dBmV
Downstream SNR : 39.5 dBUpstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 56.5 dBmV
been having speed problems lately
Upstream Mini-Slot Size : 2

So you've posted your stats without any comment. If everything is working OK don't bother about it, if not at least say something about it instead of us having to guesss. BTW downstream power level too low.

---------- Post added at 13:28 ---------- Previous post was at 13:26 ----------

Sorry guys but I did forgot to mention one detail. The modem is connected to a router (Belkin 2.4hgz 802.11g wireless) which is than connected to my PC and wirelessly to the other PC and PS3.

I called tech support and talking to a lady who I had troubles understanding. Having said that however, she did suggest that the router is causing problems for the modem and slowing my speed down to the PC, etc. So she suggested that I run the modem directly to my PC, with no router for 5 hours and monitor that.

Yup you should've mentioned that, direct connection would've been advised to rule out router problem.

[shizer]

Well, a quick update. I got rid of the router and am running from my modem for nearly 3 hours now.

The disconnecting problem seemed to have stopped. I may want to wait until peak before I draw a line across that.
The browsing speed is a bit faster. The download speed is back as well.

https://www.cableforum.co.uk/images/local/2010/03/58.png (http://www.speedtest.net)

Like I said before, I'll wait before putting a line through it and maybe test my router again but I think its concluded. This does mean I need to fork out for a new router however :( . Any recommandations or will I have to start another thread somewhere else?

Thanks for the help guys. Lets hope I won't have to post anything on this thread, or just regarding net issues :D

[pip08456]

Have you by any chance got an upload running in the background? Your up speed is at about 50%.

[shizer]

Nope, nothing. Just got firefox running. Tested it again:

https://www.cableforum.co.uk/images/local/2010/03/57.png (http://www.speedtest.net)

[pip08456]

Something somewhere is sapping your up speed. (could be contention) You could try a scan with Malwarebytes to check for naughty stuff.

http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html

[shizer]

Yep. I did a quick scan using Malware and Norton as soon as you posted that info.

I'll start a full scan in a moment on both.

[pip08456]

It was just a thought.

[shizer]

I appreciate it. Just to be on the safe side anyway :P

[teamk9]

hi im on the 50meg service if i connect toi modem direct i get 54meg when i put the free gift dlink on it goes down to 6meg, had tech guy out and states carnt help as free gift can anyone suggest a router that will take 50meg

[Peter_]

hi im on the 50meg service if i connect toi modem direct i get 54meg when i put the free gift dlink on it goes down to 6meg, had tech guy out and states carnt help as free gift can anyone suggest a router that will take 50meg
The router is not a free gift it is part of the equipment supplied by Virginmedia and is under warranty for 2 years and during that time remains the property of Virginmedia.

If you are having issues then call the 50Mb Support Team on 0800 052 0431 after 0800 tomorrow morning for help with the router.