Slow 20mbit service - told to wait a month

[davfox]

I'm in the Sutton area, south London and for the past 4-6 weeks have been suffering intermittent <1mbit with pingtest telling me i'm grade F with >50% packet loss whenever I check. Been slow to report it to TW though.

Previously all okay at this house for years. Some speed/pingtest links and stats below. I've read the cable modem sticky thread and seem to be within tolerances.

I've spoke to virgin tech support twice in past week. First time they said they would 'make some changes on the server' and I should try again next morning. Was better for a while but still the same overall.

Today I was told by the call-centre guy that they are upgrading the network in south London and I should wait a month and see if it improves. I pushed for an engineer visit but was told this couldn't happen until the work upgrading their network was complete. Said I need it for work and it's unacceptable and he gave me the customer services number to speak to them about cancelling or getting some money back. Might call them tomorrow but i'm not really after cash or leaving, just want the service to work.

Anyone else been told similar?

Anyone comment on my stats?

Thanks (first post here) for any assistance.

David

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https://www.cableforum.co.uk/images/local/2010/10/24.png (http://www.speedtest.net)

http://www.pingtest.net/result/26510791.png (http://www.pingtest.net)

From Cable Modem

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 50.0 dBmV
Upstream Mini-Slot Size : 2

Downstream Lock : Locked
Downstream Channel Id : 36
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 0.9 dBmV
Downstream SNR : 39.9 dB

Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 3044

[jb66]

All the engineer can do is make sure your signals are in spec, no point demanding one, they have no magic powers to get extra speed

[Ignitionnet]

Signals fine, an engineer won't be of any use to you.

They are at least going to be upgrading the network in our area for higher upload speeds, at the moment the poor thing can't even dream of managing them however it will take a while it won't be a couple of day long thing and will involve service outages.

Your 4-6 week issues are nothing to do with it though, ideally you need someone with a clue to check this out for you. Call them back and hope you don't reach the off-shore script monsters.

[Chrysalis]

yeah I have been told to wait a month (numerous times).

ignition I wager my area is worser than yours. :)

[Ignitionnet]

Wager all you want you're quite wrong. :) This area is an old 30/550 network, yours is 65/750 at least, muchly better even if you may have capacity problems due to higher uptake.

[Chrysalis]

really shows how my expected standards are up now. I just had a little think and although my service still has some problems in all reality it is much better than my adsl service except on uploading (luckily rarely upload anything of size) and some occasional excessive jitter.

I am talking about the service I have now not when I ifrst joined of course.