Cable Forum - View Single Post - XL 20 mbs not yet!!- how to get it fixed?

Stanch · 09-10-2008, 07:23

Hello,

I have recently subscribed to the full XL package and over the past 8 weeks or so have yet to have a 20 mbs service. I have made numerous calls to VM support (India) and have produced daily statistics of the speeds I have. Last time they even commented how I had registered many calls with them over the low speed issue.
I thought something was going to happen a couple of weeks ago when I was instructed to disconnect the cable modem from the cable and switch it off for 2 hours. Then reconnect my PC via ethernet cable directly to the cable modem (Ambit). I was assured after this process all would be O.K.
Unfortunately, it's still the same. I've had no follow up from VM support. Yesterday, I reconnected the wireless access point as I needed the link.
My connection speed varies throughout the day (and through the week).
Usually ( not always so, sometimes worse, very rarely better) I find around 6 a.m. I get around 18mbs. as the day progresses it falls. By 5 p.m. it will be around 4 -5 mbs. One Sunday afternoon it was around 25Kbs!!
(I also find occasionally changing TV channels and searching TV listings can be very jumpy and somewhat unresponsive).

I have spent a lot of time on the phone and sending emails to VM. Is there a better way of getting VM to do something. I partly switched to VM due to their advertising "the mother of all network connections " - they can say that again!! Prior to VM I had PlusNet ADSL and happily had a 6.2mbs connection which was pretty steady, certainly no more than a 15% drop during presumably heavy use. There is no way the "20mbs" VM link is faster than my old ADSL link.
Where does a customer stand legally when the service is sold as a 20 mbs service and yet, often, the link is below 1 mbs?

My usage is, normally, surfing the web, dowloading patches and upgrades and very occaisionally downloading an .iso newer linux image. I do not play games or stream video.

I am based in central Swindon, Wiltshire.

I am an IT Network engineer of over 20 years. My home PC is a Intel Core Duo PC with 3 Mbs Ram, 1Gb network card running XP Pro SP3 fully patched.
The pc is scanned daily for malware and virii.

All I can think of is to contact VM billing and suggest they bill me for a lesser service. I so regret losing the bandwidth I had.

Any ideas how best to go forward?

Rgds.

Stan Chelchowski

09-10-2008, 07:23	#1
Stanch Inactive Join Date: Dec 2007 Posts: 5	XL 20 mbs not yet!!- how to get it fixed? Hello, I have recently subscribed to the full XL package and over the past 8 weeks or so have yet to have a 20 mbs service. I have made numerous calls to VM support (India) and have produced daily statistics of the speeds I have. Last time they even commented how I had registered many calls with them over the low speed issue. I thought something was going to happen a couple of weeks ago when I was instructed to disconnect the cable modem from the cable and switch it off for 2 hours. Then reconnect my PC via ethernet cable directly to the cable modem (Ambit). I was assured after this process all would be O.K. Unfortunately, it's still the same. I've had no follow up from VM support. Yesterday, I reconnected the wireless access point as I needed the link. My connection speed varies throughout the day (and through the week). Usually ( not always so, sometimes worse, very rarely better) I find around 6 a.m. I get around 18mbs. as the day progresses it falls. By 5 p.m. it will be around 4 -5 mbs. One Sunday afternoon it was around 25Kbs!! (I also find occasionally changing TV channels and searching TV listings can be very jumpy and somewhat unresponsive). I have spent a lot of time on the phone and sending emails to VM. Is there a better way of getting VM to do something. I partly switched to VM due to their advertising "the mother of all network connections " - they can say that again!! Prior to VM I had PlusNet ADSL and happily had a 6.2mbs connection which was pretty steady, certainly no more than a 15% drop during presumably heavy use. There is no way the "20mbs" VM link is faster than my old ADSL link. Where does a customer stand legally when the service is sold as a 20 mbs service and yet, often, the link is below 1 mbs? My usage is, normally, surfing the web, dowloading patches and upgrades and very occaisionally downloading an .iso newer linux image. I do not play games or stream video. I am based in central Swindon, Wiltshire. I am an IT Network engineer of over 20 years. My home PC is a Intel Core Duo PC with 3 Mbs Ram, 1Gb network card running XP Pro SP3 fully patched. The pc is scanned daily for malware and virii. All I can think of is to contact VM billing and suggest they bill me for a lesser service. I so regret losing the bandwidth I had. Any ideas how best to go forward? Rgds. Stan Chelchowski