Cable Forum - View Single Post - 50M issues in the Falkirk (FK1 area) please help!

Blairhoyle · 16-08-2011, 17:53

Hi,

I'm new to the forum and was directed here by another website, I live in Falkirk, Scotland.

Apologies if my post is a bit lengthy but I thought it would be best to give you a thorough explanation as to what the problem is and if someone, ANYONE, can explain to me what the hell is happening.

I swapped internet provider in early June from BT to Virgin.

The Virgin deal was for 50meg broadband via fibre optic, it worked perfectly for a few weeks before my "Super" (

) Hub kept cutting out (all 3 lights would go out and then only the traffic light would come on and stay green)

When I phoned Virgin up they set up a new name for the router (Virgin 1234 - this was mainly after I couldn't get wireless connection to my wife's laptop) and it worked perfectly again until I came back from holiday, last Thursday I noticed my router cut out again but it came back on on its on accord, however in the evening I noticed that I wasn't getting anywhere near the 50meg that I was promised, I only noticed this when I went to download something.

Instead I'm lucky to get 3.5meg anytime from 5.30pm and through the night, however it seems to go back to normal in the early hours.

I had an engineer out last Saturday who even tried the line with his own router and checked his own laptop and he was still getting similar speeds to what I was getting so my computer is not the problem.

He then tested the speed from the cables in the street and it was confirmed that the problem was from Virgins end probably from the exchancge at Castlecary. They said they would be out yesterday (Monday) to fix it, one of the neighbours stated they had been.

The speed worked ok for about 30 minutes then at 6pm the speed dropped to 2meg. I phoned Virgin up again and they started playing around with my hub settings and even resetting it, with the name of the router reverting back to what it was previously I also noticed she changed my 802.11N Band to 2.4 Ghz, when I tried to change it to 5 Ghz after the phone call the wireless light went blue and we couldn't get access, so I changed it back.

Finally the lady in Asia said they are going to send me out a new hub, but I don't think the hub is the problem and told her that but she wouldn't listen to me. The engineer that visited my place told, 100% that problem is at Virgin's end.

I have taken numerous speedtests and I'm not getting anywhere near 50meg. I have since taken advice from Trading Standards as well because I'm no longer willing to put up with this nonsense. The engineer even told me that I should not be getting any readings below 42meg even at peak time.

My readings come from the wired connection from my own computer, trying to take readings from wireless connection on the laptop takes for ever.

the readings from Manchester are:

readings from Aberdeen

readings from London

my other readings from the Hub are as follows:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 299000000 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 206 55616000 Kbits/sec 299000000 Hz 0.7 dBmV 40.2 dB Hybrid
Locked QAM256 205 55616000 Kbits/sec 291000000 Hz 0.7 dBmV 40.7 dB Hybrid
Locked QAM256 207 55616000 Kbits/sec 307000000 Hz 0.5 dBmV 40.3 dB Hybrid
Locked QAM256 208 55616000 Kbits/sec 315000000 Hz 0.1 dBmV 40.1 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
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 2 20480 Kbits/sec 35800000 Hz 46.7 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 666
Max Traffic Rate 53000000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 665
Max Traffic Rate 5140000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

I have given the Virgin call centre remote access to my computer TWICE, they fiddled with settings and still can't fix it and like I say they are going to send me out another Hub which I honestly believe is not the problem.

Can someone please help me with this, it really is getting on my nerves especially when I'm trying to watch videos online.

I don't want to leave Virgin as I was impressed at the start with their speeds but now its is a totally farce, beyond a joke, its like getting speeds from the old BT days.

If I pay for 50 meg broadband then expect 50meg or damn sight close to it.

Thanks in advance for your help.

---------- Post added at 17:53 ---------- Previous post was at 17:52 ----------

ps - I should say, I use to get fantastic readings from Manchester where the ping was only 17.

16-08-2011, 17:53	#1
Blairhoyle Inactive Join Date: Aug 2011 Location: FK7 area - Scotland Posts: 334	issues in the Falkirk (FK1 area) please help! Hi, I'm new to the forum and was directed here by another website, I live in Falkirk, Scotland. Apologies if my post is a bit lengthy but I thought it would be best to give you a thorough explanation as to what the problem is and if someone, ANYONE, can explain to me what the hell is happening. I swapped internet provider in early June from BT to Virgin. The Virgin deal was for 50meg broadband via fibre optic, it worked perfectly for a few weeks before my "Super" ( ) Hub kept cutting out (all 3 lights would go out and then only the traffic light would come on and stay green) When I phoned Virgin up they set up a new name for the router (Virgin 1234 - this was mainly after I couldn't get wireless connection to my wife's laptop) and it worked perfectly again until I came back from holiday, last Thursday I noticed my router cut out again but it came back on on its on accord, however in the evening I noticed that I wasn't getting anywhere near the 50meg that I was promised, I only noticed this when I went to download something. Instead I'm lucky to get 3.5meg anytime from 5.30pm and through the night, however it seems to go back to normal in the early hours. I had an engineer out last Saturday who even tried the line with his own router and checked his own laptop and he was still getting similar speeds to what I was getting so my computer is not the problem. He then tested the speed from the cables in the street and it was confirmed that the problem was from Virgins end probably from the exchancge at Castlecary. They said they would be out yesterday (Monday) to fix it, one of the neighbours stated they had been. The speed worked ok for about 30 minutes then at 6pm the speed dropped to 2meg. I phoned Virgin up again and they started playing around with my hub settings and even resetting it, with the name of the router reverting back to what it was previously I also noticed she changed my 802.11N Band to 2.4 Ghz, when I tried to change it to 5 Ghz after the phone call the wireless light went blue and we couldn't get access, so I changed it back. Finally the lady in Asia said they are going to send me out a new hub, but I don't think the hub is the problem and told her that but she wouldn't listen to me. The engineer that visited my place told, 100% that problem is at Virgin's end. I have taken numerous speedtests and I'm not getting anywhere near 50meg. I have since taken advice from Trading Standards as well because I'm no longer willing to put up with this nonsense. The engineer even told me that I should not be getting any readings below 42meg even at peak time. My readings come from the wired connection from my own computer, trying to take readings from wireless connection on the laptop takes for ever. the readings from Manchester are: readings from Aberdeen readings from London my other readings from the Hub are as follows: Startup Procedure Procedure Status Comment Acquire Downstream Channel 299000000 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 206 55616000 Kbits/sec 299000000 Hz 0.7 dBmV 40.2 dB Hybrid Locked QAM256 205 55616000 Kbits/sec 291000000 Hz 0.7 dBmV 40.7 dB Hybrid Locked QAM256 207 55616000 Kbits/sec 307000000 Hz 0.5 dBmV 40.3 dB Hybrid Locked QAM256 208 55616000 Kbits/sec 315000000 Hz 0.1 dBmV 40.1 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 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 2 20480 Kbits/sec 35800000 Hz 46.7 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 666 Max Traffic Rate 53000000 bps Max Traffic Burst 3044 bytes Mix Traffic Rate 0 bps Primary Upstream Service Flow Upstream(0) SFID 665 Max Traffic Rate 5140000 bps Max Traffic Burst 8160 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 8160 bytes Scheduling Type Best Effort I have given the Virgin call centre remote access to my computer TWICE, they fiddled with settings and still can't fix it and like I say they are going to send me out another Hub which I honestly believe is not the problem. Can someone please help me with this, it really is getting on my nerves especially when I'm trying to watch videos online. I don't want to leave Virgin as I was impressed at the start with their speeds but now its is a totally farce, beyond a joke, its like getting speeds from the old BT days. If I pay for 50 meg broadband then expect 50meg or damn sight close to it. Thanks in advance for your help. ---------- Post added at 17:53 ---------- Previous post was at 17:52 ---------- ps - I should say, I use to get fantastic readings from Manchester where the ping was only 17.