New install only getting 6mb down.
 

Hi all and long time no see.
I'm hoping somebody on here can help and save me another call to CS. I actually can't fault virgin CS this time but I have a bit of an anxiety about calling people I don't know so would like to avoid the call If I can. Earlier today I received one of those self install packs with the SH2ac and rejoined virgin supposedly at 100mb. I'm only getting 6mb of that and even that took a phone call to an actual customer service person because the automated system failed to activate my router, as I said above I dislike calling people I don't know but to give the CS rep his due he seemed good to me.
Now after the call I noticed the connection seemed sluggish compared to the BT fibre I have just switched from and I've had a few page not found errors so I have performed a speed test (or 10) and get a fairly consistent 6mb down 6mb up. lowest down speed was 3mb but this was an anomaly as far as I could tell. My ping has varied from 12ms to 80ms so not terrible but not great at its lowest, still not what I would expect from a suffering connection as I would expect to see a ping in the 100s.
A quick google would seem to suggest my power levels are too high but I have to admit to knowing little to nothing about this side of things.
I've attached screenshots of both my download and upload power levels. Can anybody with the correct smarts let me know whats too high and/or too low so if I do have to call CS I will at least have all the relevant info to hand?
Also would old wiring be a likely cause of this? I expressed some concern to the original person who said I would get a self install kit that the cover of the inlet to the property had Nynex branding and I don't think we have had Nynex here since 2001.

Thanks in advance.

Re: New install only getting 6mb down.
 

Yes, your downstream power levels are too high. They should be somewhere in the range -6 to +10 dBmV. Though allow a bit for drift, so I'd want +9 max for a reliable connection.

You don't say whether you're testing your speeds via wired or wifi. Sounds like wifi?

Connect a computer direct to your hub via ethernet and post links to your speed tests from http://www.thinkbroadband.com/speedtest.html and http://www.speedtest.net/

Re: New install only getting 6mb down.
 

Sorry, yes I should have said that was both wired and wireless. I'm on GB wired, confirmed with a network transfer of about 80-100MB/s. And my wireless is connecting at 360mb according to network and sharing centre in windows.

I'm not able to connect to my virgin right now so I can't post a screenshot from speedtest because I'm heading out to work and I had to reconnect the BT hub for the Mrs while I'm out but my 6mb down 6mb up speed was from speedtest.net last night. Interestingly I ran the test again one last time before bed and I was able to get 10mb down for the first time but another test immediately after only gave 3mb down so its obviously unstable.

Re: New install only getting 6mb down.
 

Holy those power levels are really high

Re: New install only getting 6mb down.
 

If you want to avoid calls to VM you could try fitting a FPA ( Forward Path Attenuator or equiliser) of 6 to 10 db. This would bring the DS power nicely inside the limit. The US power is fine.

Re: New install only getting 6mb down.
 

as above, you want your downstream as close to 0 as possible and I would start sweating if mine was went over +6. You can either ring tech support and have the stress of explaining it to the ming mongs in India. You need an tech to come out and move your tap point in the street cabinet which will adjust your power levels. Orrrrrr, you can buy one of these which will be perfect.

Re: New install only getting 6mb down.
 

Thanks for the replies everyone. I've just reconnected to the router over wireless and without any intervention I'm now getting over 100mb which is great.
https://www.cableforum.co.uk/images/local/2016/02/2.png

The only thing of note is that I got a text from virgin today while I was at work telling me they have sent the signal to activate my BB (The one I requested last night) so I don't know if there was just some sort of hiccup with the provisioning system or the SMS notification system, it may even be unrelated.
I've now reconnected my whole network and on my wired machine I am getting this....
https://www.cableforum.co.uk/images/local/2016/02/3.png

So it all looks good. My only worry is my power levels still seem the same to me (Screenshot attached). Now I know the old adage of "if it isn't broke, don't fix it" probably applies here but I'm just wondering if I may experience problems with levels like this (perhapps at peak times?) and should I maybe still buy the FPA?

Re: New install only getting 6mb down.
 

I am the champion of "if it ain't broken don't fix it" but that being said your power levels are right on the edge and as the weather changes they will only get worse. You can even see it now with those post-rs errors. I would still order the fpa or ring tech support and get a tech out to sort it out.

Love the avatar btw, I forgot to say it earlier.

Re: New install only getting 6mb down.
 

Thanks, Think I'll order the one you linked to earlier. If it was a lot more money then I would probably get over it and ring CS again but for just over £5 it's not going to break the bank.
And thanks for the compliment on the avatar. Kosh is one of my all time favourite SciFi characters. I've used the same avatar on here for over 13 years and several years before that on the old nthellworld.com but I have been largely inactive over the last 4 years.

Re: New install only getting 6mb down.
 

B5 rules. I have watched over 100 complete tv series in my life (with a huge amount of variety between them) and B5 is still No. 1. Entil'zha venis.

Re: New install only getting 6mb down.
 

BSG came a close second for me but I agree completely about B5. It's one of those series I can watch over and over. The wife actually mocks me for this because I tend to watch B5, BSG, Arrested development and Archer at least once a year.

Re: New install only getting 6mb down.
 

dude you are like my long lost twin. BSG is my second favourite series ever and I make a point of watching both once a year.

Re: New install only getting 6mb down.
 

I'd say great minds think alike but my Mrs would likely disagree with that one haha :tu::cool::D

Re: New install only getting 6mb down.
 

I am surprised Kosh (Kush) hasn't joined in yet, that would make us triplets.

Re: New install only getting 6mb down.
 

Re: New install only getting 6mb down.
 

Thats fantastic lol

Re: New install only getting 6mb down.
 

You guys have good taste! B5, BSG (and SG1) are my all time favourite shows.

Re: New install only getting 6mb down.
 

Yes, you will experience problems with levels like that. The further out of range the levels the higher the SNR you will need to stay reliable. So any slight dips in SNR (RxMER) will increase unreliability.

Hence the further outside the -6 to +10 range you are the more unreliable your connection is. Which explains the speed dropping to very low then suddenly normal figures.

Peak times are not so relevant in that context, except for any variances in SNR. You could just as easily have low speeds and/or disconnections at 4am with those power levels, but most of the time it should be ok.

Having your levels close to zero won't improve things further if you already have good enough SNR to support anywhere in the acceptable power range, which you do.

There's no problem with your post-rs errors, as they were from boot time.

---------- Post added at 06:45 ---------- Previous post was at 06:36 ----------

Doesn't look like any problem with his post-rs errors to me ; They haven't changed from one set of downstream stats to the next.

Carry on Kosh... (Sci-fi version of the carry-on comedy movies)

Re: New install only getting 6mb down.
 

I like to think so. Sg-1 is another favourite of mine but not one I watch on an annual basis like b5 and BSG. Might have to give it a watch soon though so thanks for reminding me of that one.

Thanks for the advice. Do you think it's worth buying the FPA as mentioned above or should I just call CS and get a tech to sort it out?
Carry on Kosh is a carry on movie I think I would actually enjoy :D

Re: New install only getting 6mb down.
 

Only takes another one now and we really literally will be the "Babbling 5" ?

Re: New install only getting 6mb down.
 

absolutely. I have had a bit of a ritual for the last 20 years or so (started with ST Voyager) where once a week I have cheese, crackers, pickles grapes and wine while I watch some quality scifi. For many years now I have it every week while I watch 2 eps of SG1. It is a fantastic series with fantastic stories, drama and action all with a bit of light humour; it is pretty much perfect. I am up to 7x03 in my current run. When I have got some time this evening I'll come back and try and make a list of my top 10 tv series ever.


Skie was the quadruplet and you make the quintuplet.

Re: New install only getting 6mb down.
 

Funnily enough I have just finished a run through of voyager.

Re: New install only getting 6mb down.
 

We need more good Sci-fi on TV! As much as I enjoy the comic book craze going on at the moment, it's not the same.

Re: New install only getting 6mb down.
 

Re: New install only getting 6mb down.
 

I love all Star Trek and Stargate. I am watching Colony and The Expanse every week, got Minority Report downloaded but haven't watched it yet. Ascension was excellent and I wish it hadn't been cancelled (along with Dollhouse). Continuum had a good run and it was nice to see Kira finally made it back. Also watching and enjoying The Shannara Chronicles atm but I gave up on The Magicians on ep, the acting was sooo bad. I have got 11.22.63 but haven't watched it.

A few worthy current contenders you haven't mentioned: The 100, The Strain, Vampire Diaries. I haven left out your comic book stuff like Agents of Shield although I really do enjoy it.

In terms of older stuff you might want to consider if you have time:

Defiance
Eureka
Falling Skies
Revolution
Star-Crossed
Alias
Dark Angel
Andromeda
Jericho
Odyssey 5
Taken
The 4400
Threshold
V
Lost
Heroes
and I really want to save Smallville till last. If I could marry any one in the world right this very instant it would be Kristen Kreuk :luv:

Re: New install only getting 6mb down.
 

Looking forward to the new 2017 series. Only 10 months to go!
Just re-watched TOS Assignment Earth recently: https://www.youtube.com/watch?v=NkOnX3Tkf6E


It gets better (kinda), so does the story. Thinking of buying the books on Kindle.

I'm a BIG Marvel fan too. Currently watching Agent Carter S02e08-09.

She is blossoming nicely. Good choice. :D

I could add another 50 sci-fi series probably to your list from the 60's until today.

---------- Post added at 00:43 ---------- Previous post was at 00:03 ----------


More great series..

Dark Matter (2015): https://www.youtube.com/watch?v=1TqwBlTQfTg
Kill Joys (2015): https://www.youtube.com/watch?v=ST9OkLjTu9Q
Almost Human (2013): https://www.youtube.com/watch?v=FV2ojHR40TQ
Sense8 (2015): https://www.youtube.com/watch?v=E9c_KSZ6zMk

You also forgot classics like..

Farscape: https://www.youtube.com/watch?v=QWG5e0u6SPQ
Lexx: https://www.youtube.com/watch?v=gWNTtlSbyVg

Coming soon

Hunters (April 2016): https://www.youtube.com/watch?v=L-ReGtWNs1I
West World (2016): https://www.youtube.com/watch?v=zg64ULxYZQA

---------- Post added at 01:43 ---------- Previous post was at 00:43 ----------

Just started watching this. Looks great.

The Wizards of Aus (2016) trailer: https://www.youtube.com/watch?v=nClYDL7jgj0

Web series: https://www.youtube.com/watch?v=yv3D...mmCygg&index=1

---------- Post added at 02:34 ---------- Previous post was at 01:43 ----------

Time-trap (short film): https://www.youtube.com/watch?v=Bpmk...g#t=450.965553

Envoy (short film): https://www.youtube.com/watch?v=a3-21AMbFFk

---------- Post added at 02:47 ---------- Previous post was at 02:34 ----------

Sorry, got distracted with sci-fi. You do want an FPA, but you don't want a Forward Path Equaliser (slightly different), which is what the General linked to. So not that link, but search for an FPA of same value.

Either an FPA or tech visit, which will get you a free FPA anyway, unless they move you to another tap in the cabinet.

Re: New install only getting 6mb down.
 

I watched Dark Matter but didn't mention it because it is what I call "take it or leave it" tv and isn't particularly fantastic. I couldn't get in to Almost Human or Sense8. I did watch Lexx but didn't mention it for the same reason and Farscape did my head in (don't get my started on Firefly). I am really looking forward to Westworld this year.

You seriously need to watch Jericho. Let me know when you get to the end of season 1 and I'll tell you all about the nuts campaign, it was a historic event.

Re: New install only getting 6mb down.
 

I'm so glad General mentioned Andromeda in his list and Lexx,-well series 1 with Eva Heberman......

I'm surprised no-one has mentioned Into The Badlands. OK It's on Netflix so not strictly TV but it's a series that has potential and my attention.

BTW Gen, I will get you that thing you want (B5) as soon as possible. I haven't forgotten.

Re: New install only getting 6mb down.
 

I didn't like the new series of V, I gave up on that eventually.

Almost Human was entertaining! It's a shame it was cancelled. Though the (ex) wife and I used to joke that it should have been called "CSI: Future".

I should point out, I love the comic book stuff as well, it's just there's so much of it at the moment I'm starting to get a little comic booked out.

Re: New install only getting 6mb down.
 

Let when know when you are going and I'll send you however much dosh you want for it through paypal in advance.

Re: New install only getting 6mb down.
 

It isn't and it does start a bit dodgy but gets better.

Farscape only gets weirder but has some "interesting" scenes. :D

https://www.cableforum.co.uk/images/local/2016/02/5.jpg

Re: New install only getting 6mb down.
 

Would this do the trick? forward path attenuator and fpa give few results on amazon, ebay and even google. And the results I do get seem to be irrelevant.

Re: New install only getting 6mb down.
 

my bad for posting the wrong link. You want the 10db attenuator out of these.

http://www.ebay.co.uk/itm/Technetix-...gAAOSwL7VWiWVU

---------- Post added at 20:42 ---------- Previous post was at 20:36 ----------

I have just had a good google and I can't believe that you cannot buy them anywhere.

Re: New install only getting 6mb down.
 

10GigaBit? LOL. Typo.

Re: New install only getting 6mb down.
 

What typo? :p:

Re: New install only getting 6mb down.
 

Dont bother, It wont make a difference to your connection, just leave it as is

Re: New install only getting 6mb down.
 

Can't leave it as it is but i accept it may not be a DIY job. If I had a stable connection with bad power levels I'd just get on with using it but currently I'm only getting 10mb which is unacceptable. Generally runs at 100mb for most of the day with the odd drop in connection speed lasting between 1min to an hour (ish) but will run at between 6mb - 10mb all evening, if it wasn't for the bad power levels I would probably assume it's an oversubscription issue in my area but if there's a chance correcting my power levels will fix it I'm going to try that rather than making do with a bad connection. I could stick with infinity if i was happy with a sub 40mb connection lol.

---------- Post added at 23:17 ---------- Previous post was at 23:17 ----------

It's weird isn't it? I thought it was just me.

Re: New install only getting 6mb down.
 

The power levels won't fix it. It's something else. 10db doesn't cause an issue even though its out of specification. If you call virgin they will send a techncian to put one on but I'd set your expectations really low

Re: New install only getting 6mb down.
 

Like I said, power levels won't cause slow speeds only during peak time. So you definitely have either an over-utilisation issue, or an SNR fault. SNR fault's aren't peak time specific either, they're intermittent and random. So guess what is most likely... Sorry for the bad news.

Re: New install only getting 6mb down.
 

Well I guess i need to call CS then :) and if they send out a tech and he cant sort it thats what 28 day cooling off periods are for.

---------- Post added at 08:40 ---------- Previous post was at 08:31 ----------

Nevermind, if they can't fix it I can leave with no penalty because my contract is under 28 days old. I just dont know who to go with. BT always gave a solid 40mb on basic fibre but that was getting expensive plus I'm due to be disconnected on Monday so I'll incur all sorts or reactivation fees I'm sure. Anybody know if sky have a half decent router on their fibre package yet?

Re: New install only getting 6mb down.
 

Also oddly I'm getting close to 90mb now. If this was an area utilisation issue shouldn't I be getting the lower speed I have been experiencing in the evening 6mb (ish) with it being the weekend?

Re: New install only getting 6mb down.
 

no, if it is a utilisation issue there are simply too many people subscribed in your area for the capacity which is available. My speed has always been 100% and I never have any issues. Say for example there is 10gbits of bandwidth for 5000 people in my area, you might have 10bits for 20000 people. If you are over subscribed it doesn't mean it is going to be slow all the time because for that to happen everyone would have to be using it all the time.

During the week day when everyone is at school and work then utilisation is going to be low so the chances are that you are going to get full speed. In the evenings when everyone is home and playing games, youtubing and netfllixing then the utilisation is going to be high and speed is going to be an issue.

You may think that slow speed is a symptom of a fault the sad truth is that it will be all over the place because it is entirely dependant on who is doing what at any given time of the day on any day of the week. (I would still get a tech out to sort your power levels out).

Re: New install only getting 6mb down.
 

I've just been testing with a friend who lives two roads up from me and he's informed me that he's been getting £15 per month off his bill for the last 4 months due to an ongoing issue. He's not techie enough to know or understand what that issue was. But on checking his power levels he is getting between 1.7 to 2.7 Power Level (dBmV) so pretty much perfect from what I understand but exactly the same levels of 37 on RxMER (dB) sorry I forgot to get a screenshot. His error rate is actually higher per hour than mine but I assume this is normal if he is using his connection more actively than I was? His connection seems to max out at 60mb and get as low as 16mb so not as fast as mine at its best but not as slow either at its worst. I don't know if the two could even be related or if he just has issues of his own but thought I would share.

Re: New install only getting 6mb down.
 

the bottleneck/capacity issue will be further up the network chain so you will both be affected. His power levels are spot on though and that is what you should be aiming for. As an fyi, it sounds like he is hitting max speed and is probably provisioned for 60/3 (vs your 100/6)

Re: New install only getting 6mb down.
 

I thought that too at first but his up speed is 6mb :shrug:

Re: New install only getting 6mb down.
 

it is easy to find out. Go to http://192.168.0.1 and

https://www.cableforum.co.uk/images/local/2016/02/1.jpg

https://www.cableforum.co.uk/images/local/2016/02/2.jpg

https://www.cableforum.co.uk/images/local/2016/02/3.jpg

That is the config for 152/12. You can see what yours is for 100/6 and if your friend has the same you know he is on the same tier, if it is less then you know he is 60/3.

Re: New install only getting 6mb down.
 

Yeah he has the same as me.

Re: New install only getting 6mb down.
 

Bound to be a utilisation fault after that many months. SNR faults generally get fixed in days or weeks. Utilisation faults can go on for years.

He could be on a different node and cable than you (you can find this out by hitting the "connection" button on the menu above and comparing the 'host' address for you and your friend), but both of you experiencing utilisation faults which are related to each other.

When one node/cable maxes out sometimes it starts affecting node/cables nearby.

Or you could both be on the same node and affected by the same fault. Or you could both have separate and independent faults.

Re: New install only getting 6mb down.
 

Thanks for taking the time to explain this to me. Believe it or not I am actually quite technically inclined but all this had me a little baffled so I appreciate you making the effort to put it into plain English for me :) . That goes for everyone in the thread but especially you and General Maximus for all the effort you have put in trying to help me out.
I've just spoken to CS and spoke to a friendly Scottish lass (I think, I'm not good at identifying accents lol) She was very helpful and identified the power level issue quickly and I now have a tech booked in for Thursday afternoon so fingers crossed it will at least improve my situation.
I can live without a perfect connection although that would be nice but 6mb is way too low. I could get adsl faster than that and for a fraction of the price. I used to have perfect 150mb in my old house about half a mile away so I know the dream is possible lol :D .

Re: New install only getting 6mb down.
 

tell the tech that when he comes out because all houses in close proximity should be subject to the same congestion issue so if you know people a few streets away who are getting full speed most of the time then it gives the tech a reason to explore other option and defo ensure that all the connections are clean and up to scratch inside and outside of your premises for example.

Re: New install only getting 6mb down.
 

I'll mention it anyway but this was 12 months ago so I assume if its a capacity issue then 12 months could be adequate time for it to build up. When we moved In December 2014 my Wife decided we should change providers because she didn't like the fact that virgin kept putting our bill up. Well after 12 months with BT and our bill increasing by about 30% with no increased usage I convinced the wife we would probably be better switching back hence the 12/13 month gap.

Re: New install only getting 6mb down.
 

If you haven't seen it yet, Powers (2015) was an excellent sci-fi show last year..

It's been renewed for a 2nd and 3rd season.

Trailer: https://www.youtube.com/watch?v=e1yNhPGrOFY

Looking forward to season 2 this year.

Re: New install only getting 6mb down.
 

I was aware of it in advance of it airing but was too busy to watch it at the time. When I got round to it I could only get up to 1x06 so I didn't watch it because I knew it would annoy me if it was good and I couldn't finish it off. Reading your post has made me have another look and I can now get the whole of season 1 so I will defo be giving it a go. I love stuff like this, Heroes and X-men etc. It always makes you think about what type of power you would want to have and whether you would use it responsibly or for your own good and possibly lead you to the dark side without realising.

Re: New install only getting 6mb down.
 

I already have a Super-power: the magic of programming. :D

Re: New install only getting 6mb down.
 

Now that would be something. Imagine having a power like the little kid at theginning of xmen 2 where you can hack into digital communications(tv/internet), be aware of everything going on and watch/monitor everything simultaneously. I defo wouldnt have to worry about not having enough time for my tv series.

Re: New install only getting 6mb down.
 

My other Super-power requires a partner and is far more technical: https://www.youtube.com/watch?v=epWiSNsGPYc

Re: New install only getting 6mb down.
 

you wish

Re: New install only getting 6mb down.
 

Hehe. Terry is one of my role models. I Started 15 years ago and am not quite Terry's standard yet (heh) but working on it. Living in the back of beyond doesn't help of course.

Terry is rather famous and started as a child:
https://frankfurt-festival.com/terry-tauliaut

Re: New install only getting 6mb down.
 

It looks like it is my turn. Internet has been sluggish all day. I just ran a speed test and I am getting 2mbits down. The upload test wouldn't even start and timed out with a connection error. I have just had a look at the shub stats and my upstream channels have dropped to qam32 and have got a tonne of T3 timeouts. Lets see how long it lasts!

Re: New install only getting 6mb down.
 

And that's from a person who's on a low demand area and never had a problem.

Somethings going on.

Re: New install only getting 6mb down.
 

that is why I thought I would mention it, it is beyond rare. I don't know what the problem was but it is all good now. I have been hosting a l4d server for friends all evening and it has run nice and smooth and I have just done a speed test and everything is back to full speed again.

Edit: It looks like my router did a reboot at tea time and my upstreams are back on qam64 and I haven't got anymore t3 timeouts. Disappointingly though it looks like I am not getting email notifications from the forum to my gmail account. Can you send me a pm to confirm.

Re: New install only getting 6mb down.
 

Seems to be a problem hitting other accounts. See site announcement thread.

http://www.cableforum.co.uk/board/90...-accounts.html

Re: New install only getting 6mb down.
 

Maybe the propaganda gurus at VM have hacked the internet and are trying to prevent the spread of lies and negative comments which emanate from this site.

Re: New install only getting 6mb down.
 

Interesting that your router did a reboot, given it shouldn't be related to the T3 timeouts you've been getting. Oh well, a reboot solves all! Interestingly, I also didn't get replies to my Gmail today, nor anything in spam either.

P.S. Perhaps we should have a game of L4D some time. Feel free to add me on Steam as Kushan :)

Re: New install only getting 6mb down.
 

I did a reboot myself before making my original post and it didnt solve anything. My connection is down completely now but luckily i am spared the pain of ringing India. I have checked the service status page o my phone and there is a known issue with a fault reference. It says it will be fixed by 14:00 which is fine because i am about to go out for lunch and watch London Had Fallen again. I'll add you on steam later and we can defo arrange a game. I dont know whether you have heard but Valve are making l4d3.

Re: New install only getting 6mb down.
 

It's normal for a reboot to occur after a number of T3 timeouts. To reset the cable interface and restart the registration process.

---------- Post added at 13:15 ---------- Previous post was at 13:13 ----------

Typical upstream noise fault by the sounds of it. Hence the changing modulations, T3 timeouts and reboot. Nothing special, particularly at this time of year.

Re: New install only getting 6mb down.
 

Damn just cold hard logic again! Next you'll be suggesting he's got a SH2AC or SH2+V2.01.03 firmware and speculating it was his T2 REBIND timeout on his DHCP lease!

Re: New install only getting 6mb down.
 

Shub 2 with V1.01.29. It is back up but I am still getting T3 timeouts with a tonne of pre-rs errors on my downstream. One of my channels is over 4 millions in the last couple of hours.

Re: New install only getting 6mb down.
 

It's normal for the hub to reboot, but why would an external router reboot when the modem component of the Hub is getting T3 timeouts?

I hear Valve's next game will have a 3 in it.

Re: New install only getting 6mb down.
 

it is defo going to be l4d3, they have put Half Life 3 on hold atm.

Re: New install only getting 6mb down.
 

Portal 3? Dota 3?

Re: New install only getting 6mb down.
 

Na, we are full steam ahead with the zombie apocalypse. I have added you on Steam btw, I just hope I got the right you.

Re: New install only getting 6mb down.
 

Where did he mention it was an external router? Mention of upstreams in the same sentence implies the "router" he's talking about is the SHUB.

Re: New install only getting 6mb down.
 

good point mud but it is my fault for causing the confusion. I have just read it back and even confused myself. I have always referred to the shub as the shub and my Linksys router as "my router". I should have said I rebooted the shub because it is in modem mode. I have never had to reboot "my router". :doh:

Re: New install only getting 6mb down.
 

Haha, that explains it!

Where does the General not use any given opportunity to mention his Linksys router? :P

You certainly did!

Re: New install only getting 6mb down.
 

Hmm, I stopped getting notifications about replies to this thread 2 weeks ago so I'm sorry I haven't been by.
Still no improvement with my situation as far as my line speed goes.
The tech came to the house, fitted a -10db FPA. That got the power levels perfect but given the issue I was having he figured it was best to make a call while he was here and confirmed with someone that we have a utilisation issue on the cab that had already been flagged.
Estimated resolution date is 30/6 so I rang up to see what they could offer me for the next three months. Best I could get was £10 discount which included a downgrade to 50mb. I said that was no good to me because I need the upload speed of the 100mb which I was still getting even when my download speed dipped below 2mb. I only have internet so though £10 off might be proportional if you have other services with VM and these other services are working fine. I don't feel that less than a third off my bill for less than 1/50 of my connection at the most important time of day was good enough but they couldn't/wouldn't budge on the £10 discount.
I decided to take advantage of the fact that I was a brand new customer and I decided I was going to leave VM. The CS person I was speaking to put me through to retentions and I expected to be offered a little bit more of a discount to stay but I got nothing and ended up terminating the contract.
Now I know from past experience how cancellations work with VM so I fully expected somebody to call me back later in the week. Sure enough two days later I got a phone call and have been offered £10 per month discount for 12 months on my 100mb so no need to step down to 50mb. Thats effectively 4x the discount I was originally offered but averaged out over the year or 3 months free depending how you look at it. As long as the connection is sorted on the 30/6 as promised I think that's a pretty good deal so I took it.

Everybody I have spoken to within VM has been polite, sympathetic, helpful and most importantly for me easy to understand. I'm not the sort of person who goes on a rant about offshore call centres but with the anxiety I have making these phone calls in the first place I'm always filled with dread when I get a crackly line to somebody with a thick foreign accent.
So even though I've had a shaky start with VM this time around I'm quite happy with how it turned out. And thanks again to everybody on here who offered advice, help and new Sci-Fi suggestions :D .

Re: New install only getting 6mb down.
 

I wouldn't hold your breath. I have seen many a customer given information like that and you think it is a reasonable date with plenty of time to get things sorted so you patiently wait. A week after the date has passed you still have the same problem and ring up to find out what is going on only to be told that there never was a utilisation issue with an eta or that it has now been revised for January 2017.

Re: New install only getting 6mb down.
 

I would leave. Dates are always pushed back

Re: New install only getting 6mb down.
 

Having said that, my congestion issue was not going to be fixed until May but ended up getting fixed in mid-february. This was an exception, though.

Re: New install only getting 6mb down.
 

Thanks guys I'm depressed now hehe. I'm going to give them a chance. If my connection isn't better by 1/7 they will be getting a call. Will be an interesting call that one because In my opinion I should still have the right to cancel because they aren't delivering on what was promised but I'm betting they wont see it that way.

Re: New install only getting 6mb down.
 

well bear that in mind because you'll be the only one to blame when you start moaning that you are still getting pants speed and they won't do anything about it. The whole reason why they fob you off and give you bs over the phone is to take you out of the grace period and into your contract period and then there is no getting out of it.

Re: New install only getting 6mb down.
 

... until they put the price up (and that will most definitely happen within the contract period - possibly even twice).

Re: New install only getting 6mb down.
 

Well guess what? 6 weeks after it was supposed to be sorted these are my speed test results tonight....
http://beta.speedtest.net/result/5548824145

Tonight is no exception either. It may have actually gotten a little worse since I last posted here. Think I'm going to try and cancel again, should be fun as I'm not in my cooling off period anymore (I should have Listened General Maximus). I'm going to go down the breach of contract route as they have promised several things to me (Speed, resolution deadlines etc). If I could just get 20mb down in the evening I could probably ignore it but 2mb is unbearable.


EDIT because link wont show as image for some reason?

Re: New install only getting 6mb down.
 

There is a reason why i took the time to say what i did all those months ago. I am going to bookmark this thread and make reference to it the next time somebody thinks about ignoring my words of wisdom ;)

Re: New install only getting 6mb down.
 

Then my struggle won't be completely in vain if it stops another following in my footsteps :D