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DJ_Nik_Gnashers · 14-08-2008, 22:52

Hi,
I have been having extremely slow upload speed for the past 4 days, I'm on virgin media 10MB cable.
I am a DJ and stream 'live' on internet radio, so upload speed is important for me.
Over the past 4 days my upload speed has been as high as 122kbps and as low as 8kbps. Tonight I tested using www.speedtest.net and I was very pleased to see my upload as 473kbps, so I decided I would play (stream music) later on after eating. I started to play but ppl said my stream was buffering, so I quit and did a speedtest which showed my upload as 13kbps.
Modem type: Ambit ETH/USB combo cable
Downstream frequency 402750000Hz
Downstream SNR 31.2db
Downstream power level 6.9dBmV
Upstream freq 29200000Hz
Upstream power level 38.5dBmV
Three other virgin media cable users on my street also have the same problem so I phoned 151 on my freinds virgin media phoneline. After being on hold for 40mins, the indian gentleman told me I had to phone an 8045 number for virgin tech support. I phoned this number and waited for 40 mins on hold, only to be told that the 151 number was actually the correct place. I phoned 151 again, another 25mins on hold, the indian gentleman asked for my postcode, housenumber and virgin account number, then told me there was no problem with my service. I tried to explain that my upload was slow also 3 others in my street had the same problem, but the indioan gentleman said there was no problems with my modem or my service. I insisted that even though when tested, my download speed was fine, I was struggling to open websites, probably due to the way the internet works and the way packets of info are sent, and the way they require upload speed to confirm each packet in a question & answer kind of way (thus upload speed is needed for anything to work), and he said he would speak to 'senior technical support'. I was put on hold again and there I stayed for 1 hour 40 mins at which point the battery in the cordless phone ran out and I had to hang up.
Could anybody here tell me how the hell I can get any sort of customer service from virgin that is actually worth having, and who am I supposed to complain to about the above service issues and customer (or lack of it) support issues ?
Thankyou to anyone who can help I am extremely frustated here !!!

14-08-2008, 22:52	#11
DJ_Nik_Gnashers Inactive Join Date: Aug 2008 Location: Lincoln Services: VM 20MB cable (XL) Posts: 43	Re: Extremely Slow Upload problems Hi, I have been having extremely slow upload speed for the past 4 days, I'm on virgin media 10MB cable. I am a DJ and stream 'live' on internet radio, so upload speed is important for me. Over the past 4 days my upload speed has been as high as 122kbps and as low as 8kbps. Tonight I tested using www.speedtest.net and I was very pleased to see my upload as 473kbps, so I decided I would play (stream music) later on after eating. I started to play but ppl said my stream was buffering, so I quit and did a speedtest which showed my upload as 13kbps. Modem type: Ambit ETH/USB combo cable Downstream frequency 402750000Hz Downstream SNR 31.2db Downstream power level 6.9dBmV Upstream freq 29200000Hz Upstream power level 38.5dBmV Three other virgin media cable users on my street also have the same problem so I phoned 151 on my freinds virgin media phoneline. After being on hold for 40mins, the indian gentleman told me I had to phone an 8045 number for virgin tech support. I phoned this number and waited for 40 mins on hold, only to be told that the 151 number was actually the correct place. I phoned 151 again, another 25mins on hold, the indian gentleman asked for my postcode, housenumber and virgin account number, then told me there was no problem with my service. I tried to explain that my upload was slow also 3 others in my street had the same problem, but the indioan gentleman said there was no problems with my modem or my service. I insisted that even though when tested, my download speed was fine, I was struggling to open websites, probably due to the way the internet works and the way packets of info are sent, and the way they require upload speed to confirm each packet in a question & answer kind of way (thus upload speed is needed for anything to work), and he said he would speak to 'senior technical support'. I was put on hold again and there I stayed for 1 hour 40 mins at which point the battery in the cordless phone ran out and I had to hang up. Could anybody here tell me how the hell I can get any sort of customer service from virgin that is actually worth having, and who am I supposed to complain to about the above service issues and customer (or lack of it) support issues ? Thankyou to anyone who can help I am extremely frustated here !!!