Is my 20mb service - 2mb in disguise!?

[Azlan]

Is my 20mb service - 2mb in disguise!?
(Well, 2mb with a quick upload speed?)

1) The Problem
My 20mb broadband service is pitifully slow. 3 weeks ago the fastest speeds I've reached were approx. 1.4mb/s. Since then, I've been receiving 700kb/s at best, droping to around 80kb/s - 140kb/s in the evenings / during peak times. I can no longer stream the movie trailers from the apple website, and in the evening even stuggles to display google. My usage is not high, I'm not downloading masses of stuff, just want to access the things I do use quickly. Afterall is that what why so many of us paid the extra premium for a 20mb service. When I joined last month it was sold as a "20mb service". I'd been a blueyonder customer in the past and understood the level of service you paid for was the service they gave you. But now Virgin appear to have relabeled the cable service as 'up to 20mb'. My patiance with Virgin is running thin, I'm failing to see why I'm paying so much for a 20mb service, when I'm getting the download speeds of a 2mb service! But now I'm contracted for 12months, so Virgin have me by the short and curlies... unless someone can suggest a course of positive action... Rant over - Cheers for listing! :)

PS: Until we moved to Exeter recently, over for the last 2 years I was a "ukonline" 22mb ADSL customer, and constantly received around a 15mb service (1km from the exchange).

1a) Specific Times:
In the evenings, but to be honest, even at none peak times, it far from the speeds I should be experiencing, and know other users have reached.

1b) How long?:
Most notably over the past 15 days

2) Cable TV: None

3) Customer support:
Spent many hours trying to discuss the problem with Virgin's (Indian?) Technical support team. Had to go over the same basic test each time I called even though I'm sure there's nothing the matter with my system.

4) What troubleshooting Steps:
I've connected the computer directly to the modem, and gone through all Virgin's tech supports steps, disconnecting, turning things off, restarting. All they could do was tell me was to simultaniously download 2 large files from "http://gamefiles.virginmedia.com/blueyondergames/". On doing so I comfirmed to them the slow speeds I'm receiving. Getting this far with tech support seems to take at least 30mins (at 25p per min call). Then they tell me nothing and offer to call me back, only I never get a call back!!!? (PS: I always remain very calm and pleasant whilst calling these help centres as any sign of anger usually means they'll hang up)

5a) Where I live: Exeter, England

5b) Operating system: Apple OSX 10.3.9

5c) Network setup:
Modem: Scientific Atlanta Modem
Wireless Router: Netgear WGT624 108g v3
Apple Imac, Apple Airport Xtreme card
Apple G4 Tower, Buffalo Wireless G-125 Card
Apple Powerbook, Apple Airport Xtreme card

5d) more than one computer?
Yes, the problem is present on each computer, and have indiviually connected each machines to the modem, to eliminate the router/network issue and any problems with my macs.

5e) Are you running a firewall?
Built into Router, but not present whist directly connected to Modem. Software Firewalls not used.

5f) traceroute to www.bbc.net.uk
1 192.168.1.1 (192.168.1.1) 2.226 ms 1.342 ms 2.682 ms
2 10.187.0.1 (10.187.0.1) 33.632 ms 31.427 ms 29.647 ms
3 80.235.128.33 (80.235.128.33) 27.008 ms 26.343 ms 22.116 ms
4 195.188.231.13 (195.188.231.13) 33.921 ms 27.764 ms 33.762 ms
5 195.188.231.2 (195.188.231.2) 58.795 ms * 48.755 ms
6 194.117.136.142 (194.117.136.142) 37.413 ms 35.29 ms 45.884 ms
7 194.117.136.146 (194.117.136.146) 54.832 ms 37.517 ms 39.38 ms
8 bbc-gw0-linx.prt0.thdoe.bbc.co.uk (195.66.224.103) 37.678 ms 30.993 ms 33.421 ms
9 * 212.58.238.129 (212.58.238.129) 50.467 ms 32.258 ms
10 212.58.239.58 (212.58.239.58) 45.293 ms 37.401 ms 28.704 ms
11 * * *

6a) Line test: 10% loss latency 88.7ms

6b) Speed Test: - 1.50pm (10/10/07)
Download Speed: 424 kbps (53 KB/sec transfer rate)
Upload Speed: 667 kbps (83.4 KB/sec transfer rate)

[southwell]

Customer support: Ring in the evening (like midnight) on a weekend and you should get someone from the UK, i have when i needed to.

[piggy]

Is my 20mb service - 2mb in disguise!?
(Well, 2mb with a quick upload speed?)

1) The Problem
My 20mb broadband service is pitifully slow. 3 weeks ago the fastest speeds I've reached were approx. 1.4mb/s. Since then, I've been receiving 700kb/s at best, droping to around 80kb/s - 140kb/s in the evenings / during peak times. I can no longer stream the movie trailers from the apple website, and in the evening even stuggles to display google. My usage is not high, I'm not downloading masses of stuff, just want to access the things I do use quickly. Afterall is that what why so many of us paid the extra premium for a 20mb service. When I joined last month it was sold as a "20mb service". I'd been a blueyonder customer in the past and understood the level of service you paid for was the service they gave you. But now Virgin appear to have relabeled the cable service as 'up to 20mb'. My patiance with Virgin is running thin, I'm failing to see why I'm paying so much for a 20mb service, when I'm getting the download speeds of a 2mb service! But now I'm contracted for 12months, so Virgin have me by the short and curlies... unless someone can suggest a course of positive action... Rant over - Cheers for listing! :)

PS: Until we moved to Exeter recently, over for the last 2 years I was a "ukonline" 22mb ADSL customer, and constantly received around a 15mb service (1km from the exchange).

1a) Specific Times:
In the evenings, but to be honest, even at none peak times, it far from the speeds I should be experiencing, and know other users have reached.

1b) How long?:
Most notably over the past 15 days

2) Cable TV: None

3) Customer support:
Spent many hours trying to discuss the problem with Virgin's (Indian?) Technical support team. Had to go over the same basic test each time I called even though I'm sure there's nothing the matter with my system.

4) What troubleshooting Steps:
I've connected the computer directly to the modem, and gone through all Virgin's tech supports steps, disconnecting, turning things off, restarting. All they could do was tell me was to simultaniously download 2 large files from "http://gamefiles.virginmedia.com/blueyondergames/". On doing so I comfirmed to them the slow speeds I'm receiving. Getting this far with tech support seems to take at least 30mins (at 25p per min call). Then they tell me nothing and offer to call me back, only I never get a call back!!!? (PS: I always remain very calm and pleasant whilst calling these help centres as any sign of anger usually means they'll hang up)

5a) Where I live: Exeter, England

5b) Operating system: Apple OSX 10.3.9

5c) Network setup:
Modem: Scientific Atlanta Modem
Wireless Router: Netgear WGT624 108g v3
Apple Imac, Apple Airport Xtreme card
Apple G4 Tower, Buffalo Wireless G-125 Card
Apple Powerbook, Apple Airport Xtreme card

5d) more than one computer?
Yes, the problem is present on each computer, and have indiviually connected each machines to the modem, to eliminate the router/network issue and any problems with my macs.

5e) Are you running a firewall?
Built into Router, but not present whist directly connected to Modem. Software Firewalls not used.

5f) traceroute to www.bbc.net.uk
1 192.168.1.1 (192.168.1.1) 2.226 ms 1.342 ms 2.682 ms
2 10.187.0.1 (10.187.0.1) 33.632 ms 31.427 ms 29.647 ms
3 80.235.128.33 (80.235.128.33) 27.008 ms 26.343 ms 22.116 ms
4 195.188.231.13 (195.188.231.13) 33.921 ms 27.764 ms 33.762 ms
5 195.188.231.2 (195.188.231.2) 58.795 ms * 48.755 ms
6 194.117.136.142 (194.117.136.142) 37.413 ms 35.29 ms 45.884 ms
7 194.117.136.146 (194.117.136.146) 54.832 ms 37.517 ms 39.38 ms
8 bbc-gw0-linx.prt0.thdoe.bbc.co.uk (195.66.224.103) 37.678 ms 30.993 ms 33.421 ms
9 * 212.58.238.129 (212.58.238.129) 50.467 ms 32.258 ms
10 212.58.239.58 (212.58.239.58) 45.293 ms 37.401 ms 28.704 ms
11 * * *

6a) Line test: 10% loss latency 88.7ms

6b) Speed Test: - 1.50pm (10/10/07)
Download Speed: 424 kbps (53 KB/sec transfer rate)
Upload Speed: 667 kbps (83.4 KB/sec transfer rate)

your procedure is excellent im sorry i cant help with your fault but i think youve proved its on the virginside!!

[glen8]

SNAP!

I'm having the same problems and have been ever since the 20mb upgrade. I'm ringing Virgin tonight to go back to the 4mb package. If I get 4mb it will be an upgrade from what I currently have. Win Win for me at the minute, get faster broadband for less money.

Shame really

[EYEZ]

If your going through the Newton Abbott,then there's your problem as far as i can tell.

There is quite a few problems with that UBR at the mo.

Up to Date Tickets Ref for Newton Abbot.

Ticket 417402
Ticket 348460
Ticket 391381
Ticket 553530
Ticket 559651
Ticket 457457 Was showing 16/10 as the date Now Slipped to NOV 8TH :(
Ticket 564004
Ticket 557299
Ticket 561229

:(

[Azlan]

Just a thought, as so many people are currently experiencing the same poor service. Has anyone tried asking / negotiating a reduced bill for the period of poor service? (It's something I successfully tried with 'ukonline' who charged me 1/2price for a month, til engineers could get to the exchange and complete the repair)

southwell: But aren't there different levels of broadband support, proper experts who know what they're doing, once your past the front line of amature tech support, who only seem capable of reading from a script? (probably the same whether you speak to someone in the UK or India).

Tip, when phoning the tech support line:
If you can't understand them, hang up, keep trying til you get one you can hear/understand. Then call 150 and go through to billing, complain about how useless tech support are, and ask them to refund all calls made to the 25p/min tech support. Worked for me! :)

Glen: Is changing the level of service something anyone can do inside of the 12 month contract? I supposed if you do, they won't offer you the changed level of service at current online offer prices? (unless you give them a proper haggle like renewing a mobile phone contract every year)

EYEZ: I'm not sure how I can find out if I'm using the Newton Abbot URB, but from reading various posts I assume I am. Fingers crossed any repairs that are scheduled do fix the problem! (Would much rather be on a 20mb service than a 4mb service!).

PS: Do you have a link to where I can check on those ticket refs? Or is that not common public knowledge?

Cheers!

[EYEZ]

I'm not sure how I can find out if I'm using the Newton Abbot UBR

Try http://www.thinkbroadband.com/tools.html ... Click on What is my ip

The info i Posted is common knowledge which has been posted in the VM Newsgroups by Various people in the same situation.

Hope this helps

;)

[Azlan]

ubr05.newt.blueyonder.co.uk
Presume 'newt' is the abbreviation of Newton Abbot.

[EYEZ]

Yup !!

Glad i Could Help !!


Like mine - ubr07.newt.blueyonder.co.uk

:D

[The Installer]

Get yourself on the phone to talk to someone in this country to get your bill reduced as they are unable to supply you with the service they are charging you for.

[fatassmichael]

Azlan, you may have already tried, but have you had a look at this?
http://www.virginmedia.com/help/20mb-broadband-optimisation.php

I dont think it will work on your mac though.

[Shootist]

You know, I just cannot understand the traceroute stuff, here's one I did to a place about 5 miles from me. Anybody know what it means?

<doesn't matter>

[Azlan]

fatassmichael: Yeah seen that already, but not something that does work on a mac. However there was a patch file I downloaded through Apple 2 years ago when 'ukonline' brought out their 22mb ADSL service (believe it's a similar adjustment). All current Apple OSX versions should now be box ready to receive very high broadband speeds.

The Installer: Sure thing! - They need to charge us all less!

[Welsh Dan]

Funnily enough, i've been having shocking speeds too.

However, I was having issues with the 10meg service from Nov 06 - Feb 07. I then found out that the Newton Abbot server/connection was the problem. It then sped up for a bit, although over the last few days its dropped to appalling speeds. I've had enough now and i'll be getting rid of the service anyway.

[EYEZ]

Funny enuff.... My speed was perfect 20MB on the day of the Uplift :)

then it plummeted to about 70k the day after.. :(

Been the same ever since

Updated Info.....Planned Upgrades will take place on the 31st October !!

So VM say !! :erm:

[twinkle]

http://www.thinkbroadband.com/speedtest/results/id/119214408446039729075.html


it said 17.5 ish is that any good .for 00 13 ,or this is the uncapping hour .have done a retail in less than .it be secret ,fast .when ntl does get it right not bad .

[Azlan]

http://www.thinkbroadband.com/speedtest/results/id/1192175590668601859.html

Lucky sod... Look at my shonky speed!
(And this is the best I've seen in days)
Lets hope VM's tinkering at Newton Abbot does something... quick smart!

[EYEZ]

Try this for size.. u lucky lot ;)

http://www.thinkbroadband.com/speedtest/results/id/11922032596742389926.html

And im Paying £37 per month for this .... Wish someone from VM Could see this,and im not being STM'd
:dunce:

[fatassmichael]

EYEZ, what speed do you get from this file? http://gamefiles.virginmedia.com/blueyondergames/b5ifh/ifhsetup.exe

[Octanium]

Guess what... I'm also in ubr05.newt.blueyonder.co.uk

I check my connection in the morning before I go to work, 7am, BF2 and Call of Duty UO/2 server pings of 40-50ms. Download speeds of just under 500kb/s 3.8ish Mbps from my '4.0Mbps' connection.

When I come home from work, 4.30ish, and feel like gaming my pings have shot up to 150ms at best and sometimes around 200ms. My download rate is around 80kb/s 0.3-0.4 Mbps. I'm not being traffic streamed because of my download. RUBBISH! Unless they are capping my connection because of network congestion.

I've tried downloading the file from virgin that fatassmichael just linked. It started at 24kb/s then dropped to 12-13kb/s.

Thats a far worse connection than when I first got BB 4 years ago @ 512kbps!

Just done a speedtest, check it:

http://www.thinkbroadband.com/speedtest/results/id/119221051495239213125.html

:(

[invisibleboy]

EYEZ, what speed do you get from this file? http://gamefiles.virginmedia.com/blueyondergames/b5ifh/ifhsetup.exe


i have also been haveing shoking speeds of late on the file above max download i get is 318kb/sec, max i have had from a speed test is 1.9 meg add to this i have found out for the past three months virgin have been billing me twice each month for my broadband then it really shows it all up as a joke. i dont mean to sound like a moaner but it really is awful and a waste of time phoning CS as you can only ever speak to india and bless them they are not much help i may as well try rubbing mustard on the backside of my modem the use they are

[EYEZ]

EYEZ, what speed do you get from this file? http://gamefiles.virginmedia.com/blueyondergames/b5ifh/ifhsetup.exe

Stuck to 92k Max ....................... Grim

[invisibleboy]

i have also been haveing shoking speeds of late on the file above max download i get is 318kb/sec, max i have had from a speed test is 1.9 meg add to this i have found out for the past three months virgin have been billing me twice each month for my broadband then it really shows it all up as a joke. i dont mean to sound like a moaner but it really is awful and a waste of time phoning CS as you can only ever speak to india and bless them they are not much help i may as well try rubbing mustard on the backside of my modem the use they are

update for me as finally through to english CS who agreed there had been two BB acounts set up and have sorted it they were very helpful


though speeds are still poo

[twinkle]

http://www.thinkbroadband.com/speedtest/results/id/119223437467550821846.html

getting this ,got me ps3 through me router.

forgot to mention .been on ntl top bb since it came out .am paying 19 .49 .put it up 2 quid ,i will live with it .

[Octanium]

This mornings results:

http://www.thinkbroadband.com/speedtest/results/id/11922637749322725636.html

3.7 Mbps Not bad, but we'll see if it lasts the day.

[Octanium]

Just 2 hours 15 mins later I get:

http://www.thinkbroadband.com/speedtest/results/id/119227235136459329353.html

0.3 Mbps Download