60mb big problem
 

Hi guys

Need some help had the superhub installed yesterday by engineer who said 60mb would start working in 2hrs so when i returned back from work 10hrs later it was still on 20mb so called VM got through to india call centre spent 2hrs on the phone even gave remote access to my pc. even download TCP Optimize at end the guy gave up. my pc is wired
need your help

Wed, 02 May 2012 13:00:24 GMT

Test 1: 2048K took 835 ms = 2452.7 KB/sec, approx 19622 Kbps, 19.16 Mbps
Test 2: 2048K took 925 ms = 2214.1 KB/sec, approx 17713 Kbps, 17.3 Mbps
Test 3: 2048K took 704 ms = 2909.1 KB/sec, approx 23273 Kbps, 22.73 Mbps
Test 4: 4096K took 1615 ms = 2536.2 KB/sec, approx 20290 Kbps, 19.81 Mbps

Overall Average Speed = approx 20225 Kbps, 19.75 Mbps

Re: 60mb big problem
 

Re: 60mb big problem
 

does anyone know if my area has been upgraded or any links i check?

Re: 60mb big problem
 

If they installed and ran TCP Optimizer, I hope your OS was not Vista or Windows 7.

Vista/Windows 7's TCP stack are auto-tuning, and the use of TCP Optimizer can actually be less than beneficial on those systems. Thats even indirectly mentioned in TCP Optimizers FAQ.

Re: 60mb big problem
 

Download speed 36.06
upload speed 1.51
Ping 82.88

Re: 60mb big problem
 

This is not good :(

http://www.speedtest.net/result/1927872753.png

Re: 60mb big problem
 

could you post your connection stats please.

192.168.100.1

advanced settings

connection

copy and paste

you've got capacity issues

Re: 60mb big problem
 

I've got issues full stop (so I'm told) :)

Re: 60mb big problem
 

ok i been told my VM Tech in uk that my area has not been upgraded i have to wait till July

Re: 60mb big problem
 

That's rubbish... If you go for an early upgrade you get the speed regardless of if you area has been done. I went from 10 to 60 and my area is yet to be upgraded.

Re: 60mb big problem
 

just waiting if someone can confirm this info

Re: 60mb big problem
 

it depends on available capacity too. if theres a load issue then you'll struggle. set up a ping monitor

Re: 60mb big problem
 

is this speed ok for 30mb Thanks

Download speed 36.06
upload speed 1.87
Ping 128.44

Re: 60mb big problem
 

yes

Re: 60mb big problem
 

thanks

Re: 60mb big problem
 

download speed of 36 is great on the 30 package.... lol

Re: 60mb big problem
 

Ping is high though.

Re: 60mb big problem
 

dont speedtest to check if you upgraded instead check the modem config.

also whatever you do dont give tech support remote access to pc :( as has been said tcp optimiser can make things worse especially on vista and win7.

Re: 60mb big problem
 

same situation with me. superhub installed yesterday,for xl bb, lucky if i,m getting 20 meg.phoned up and was told they are currently working on lines in my
area in relation to speed doubling.was advised that until this work is finished i would continue to have issues with speed, scheduled to be completed by 23rd may. pointed out to vm tech that this was not an increase due to speed doubling but an upgrade to xl bb and that the tech who installed superhub said i should be getting 60 meg,but this did not make any difference to the reply i was given.

Re: 60mb big problem
 

I assume the big red block was the outage whilst the 6 downstream upgrade was being implemented. I wasn't using the PC then.

[img]Download Failed (1)[/img]

Re: 60mb big problem
 

Wow that's a pretty graph!

http://www.thinkbroadband.com/ping/s...03-05-2012.png
This is my 60Mb.

Re: 60mb big problem
 

I wonder how you send pretty pictures to VM? Would it be worth doing so, even if I knew how? Would they be able to shed any light on why I have these pretty pictures? So many questions, so few answers.... Maybe I'll just give up :D

Re: 60mb big problem
 

You've probably got some heavy users nearby, that's why your graph is pretty. Phone up VM and ask them if your area is congested, then get them to rub some vicks on it.

Re: 60mb big problem
 

Crawleys being upgraded at the moment, hold out for a bit. We should see improvements soon.

Re: 60mb big problem
 

Steady !!!! Tbh I'm starting to get a little depressed with this whole issue. The techs came and added an FPA to get Shub power levels down. Still no different :(

---------- Post added at 15:16 ---------- Previous post was at 15:16 ----------

Cheers thenry, fingers crossed and all that.

Re: 60mb big problem
 

Hour long outages for upgrades in the middle of the working day, without informing customers?

Way to go VM if that's true!

Re: 60mb big problem
 

various other areas have had the same treatment qas. doubt they've got the time to be sending out letters and pinning down actual times/dates.

Re: 60mb big problem
 

By the looks of it, I dont even think they know themselves

Re: 60mb big problem
 

My internet is having severe issues right now. It took 3 attempts to get speedtest to connect, connection reset. Then I get this:http://www.speedtest.net/result/1930030278.png

Re: 60mb big problem
 

you've got capacity issues meaning the network can't handle the current load its under.

Re: 60mb big problem
 

It's never been that bad before though. I'm wondering if they're still "upgrading". I hope so because I'm not sure I'll keep my cool if I have to speak to yet another clueless CSR :(

Re: 60mb big problem
 

don't bother with cable support they haven't got the info or ability to look into how far along upgrades are. We're at an early-mid stage of upgrades. things should look a bit better by the end of the week

Re: 60mb big problem
 

Cheers. I'll go and make a fresh pot of coffee whilst I wait for the next page to load :(

Re: 60mb big problem
 

I know upgrades are taking place but if its that bad get intouch with the CEO,

write up an email including your contact details and you'll be contacted by someone high up at VM. they should be able to look into it and may be know or ask how far the upgrades are in Crawley

Re: 60mb big problem
 

I'll do that, thanks thenry. It's becoming rather more than frustrating.

Re: 60mb big problem
 

Other ISPs manage it just fine... In fact some even manage it without any downtime at all.

Re: 60mb big problem
 

I've been on 60meg for a couple of weeks now and apart from one night when it dropped to 0.8 of a meg it's been pretty stable........until tonight at about 7.30ish was online saw the superhub reboot came back online and lo and behold I'm only getting 30meg wired or wireless.

Checked the settings no change in the config file called support and was told I needed a tech out. Not been downloading so it's not a capping issue no area faults I told the agent I'll leave it as it will probably correct itself by the morning. It's Swansea area which is pretty stable normally

Re: 60mb big problem
 

Re: 60mb big problem
 

And guess what I'm back up to 60 meg this morning

Last night
https://www.cableforum.co.uk/images/...2012/05/60.png

This morning
https://www.cableforum.co.uk/images/...2012/05/61.png

The times are an hour behind, this morning's test was done about 5 minutes ago.

Re: 60mb big problem
 

guys since upgrade to superhub this first time we trying to connect to Wifi BB & iphone ok but its the laptops that are the issues troubleshoot is saying we mite be quite way from router password incorrect ect please help kids need homework doing Thanks

Re: 60mb big problem
 

if youve got your own router put the SuperHub into modem mode and link your router

Re: 60mb big problem
 

sorry only got SuperHub tried WEP & WPA Auto channel 11 manual setting still not connecting

---------- Post added at 23:35 ---------- Previous post was at 22:37 ----------

All sorted now regarding wifi Thanks

Re: 60mb big problem
 

I run the BT speedtest this morning and last night seems to be more reliable than speedtest.net shows just over 60 meg on both runs. Thinkbroadband test confirms the BT results.

Re: 60mb big problem
 

I'm still waiting for a sensible answer to my e-mail to Mr Berkett. 'Sorry but Neil isn't available' is not what I would call a satisfactory reply. Not even the promised phone call that is now 48 hours overdue. Really really not impressed.

Re: 60mb big problem
 

And now this.
http://www.thinkbroadband.com/ping/s...09-05-2012.png
It's 2.07am and
http://www.speedtest.net/result/1940091895.png

---------- Post added at 03:40 ---------- Previous post was at 02:08 ----------

And now,
https://www.cableforum.co.uk/images/...2012/05/45.png

---------- Post added at 04:01 ---------- Previous post was at 03:40 ----------

Connection

------------------------------------------------------------------------
*Startup Procedure*
*Procedure* *Status* *Comment*
Acquire Downstream Channel 307000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

------------------------------------------------------------------------
*Downstream Channels*
*Lock Status* *Modulation* *Channel ID*** *Max Raw Bit Rate***
*Frequency* *Power* *SNR* *Docsis/EuroDocsis locked*
Locked QAM256 30 55616000 Kbits/sec 307000000 Hz 8.0 dBmV 43.2 dB Hybrid
Locked QAM256 27 55616000 Kbits/sec 283000000 Hz 8.8 dBmV 44.2 dB Hybrid
Locked QAM256 28 55616000 Kbits/sec 291000000 Hz 8.7 dBmV 43.9 dB Hybrid
Locked QAM256 29 55616000 Kbits/sec 299000000 Hz 8.5 dBmV 43.5 dB Hybrid
Locked QAM256 31 55616000 Kbits/sec 315000000 Hz 9.4 dBmV 43.9 dB Hybrid
Locked QAM256 32 55616000 Kbits/sec 323000000 Hz 9.4 dBmV 44.1 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

------------------------------------------------------------------------
*Upstream Channels*
*Lock Status* *Modulation* *Channel ID*** *Max Raw Bit Rate***
*Frequency* *Power*
Locked ATDMA 7 20480 Kbits/sec 35800000 Hz 44.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

------------------------------------------------------------------------
*Primary Downstream Service Flow*
Downstream(0)
SFID 6288
Max Traffic Rate 66000000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps

------------------------------------------------------------------------
*Primary Upstream Service Flow*
Upstream(0)
SFID 6287
Max Traffic Rate 3072000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

------------------------------------------------------------------------
*Current System Time:*Wed May 09 02:58:30 2012

Re: 60mb big problem
 

your downstream channel are a little high mate it should be not more than 7 to get optimum connection

Re: 60mb big problem
 

Thanks for the input. I have had several 'discussions' with VM. I am starting to lose faith. If I don't get a reply within a reasonable period of time I will ask them to come and remove the lot.

---------- Post added at 06:36 ---------- Previous post was at 06:16 ----------

The FPA worked well then. Give me the necessary kit and I can fix it. Very annoyed.

Re: 60mb big problem
 

Read this:
Dear XXXXX,

Thank you for your email regarding your Virgin Media complaint. Firstly please allow me to introduce myself, my name is Neil, and I work in the Chief Executive Office on behalf of our CEO and Executive Directors at Virgin Media. My role is to ensure the appropriate resolution is reached for any complaints they receive.

Your complaint has been assigned to a specialised agent who will be in touch in due course, I will personally oversee the handling of your complaint to ensure your issues are resolved quickly and to your satisfaction.

Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, our specialist agents may be required to investigate your issue further. If this is the case it could mean a slight delay, If you are still unhappy after the resolution of your complaint, you can contact me on . I'll be happy to discuss with you and have the complaint reviewed.

I would like to take this opportunity to say how sorry I am you have had cause to complain, however I can assure you we will do our upmost to resolve this to your satisfaction.

Regards XXXXX

Upmost?

Re: 60mb big problem
 

theres some form of mass upgrade going on in Crawley, our double ETA is now. can you ask when they get intouch how far along they are. we're still 2 down channels short of 8 and it seems like something has messed up. also ask about upstream upgrades.

Re: 60mb big problem
 

Consider it done mate. I'll ask them when they bother to turn up. I am seething :mad:

Re: 60mb big problem
 

youll find that they dont like you posting their emails online, and you will want to remove the name and phone number ASAP

Re: 60mb big problem
 

What we really would like to know is when this problem will be resolved.

Re: 60mb big problem
 

craigj2k12 remove the names whatever from your quote/post above

Re: 60mb big problem
 

good point, have done ;)