30M : Congestion

[30MBB]

Hi,

I posted over on DS but was advised to post over here for a little more help.

We moved into our house in Jan 2013 and took out a Virgin Essentials package with 30Mb broadband. The TiVo is great and can't fault that. No issues with the phone line either.

My issues lie with the broadband. We have an ongoing fault (which I first reported at the start of February 2013) that affects our downstream. It's worst at night (being as that's when we use it the most) but it's also bad during the day at weekends too.

I contacted Virgin yesterday for our rolling monthly credit to be applied to our bill for poor service, and they said the next date showing that the fault will be fixed is 15th Jan 2014. That's almost a year after I reported the initial fault, and about the 6th date I have had off Virgin this year; so I don't hold out much hope of it being sorted then either.

I have a Superhub 1 running in 5GHz mode with good Wi-fi coverage all around he house.

Here's how we're looking at the moment:
http://www.speedtest.net/my-result/i/724208053
It's obviously useable, but not what we pay for and shouldn't be expected at 11am on a weekday. We must be talking about some serious congestion here.

This is a typical evening test:
http://www.speedtest.net/my-result/i/722888506

This is a test when things are all good (first thing of a morning!!)
http://www.speedtest.net/my-result/i/723219249

Is there anyone who can shed any light on his issue for me, maybe any tech staff or employees who are able to have a detailed look at the fault in question (I have he fault number if needed)?

I'm at my wits end and will be phoning Virgin on 16th Jan if this is not sorted and requesting for my contract to be terminated

Thanks

[Kushan]

If they've given you a fault number, then it's not likely something you'll be able to fix yourself. If it is congestion (Which it does sound like), then it's a waiting game for Virgin to upgrade capacity in your area, which as you've found out is a game of dates being pushed further and further back.

All we can do is ensure that your home setup is as best it can be. For a start, post your modem stats (we're looking for the power levels and SNR of the downstream and upstream).

Also, can you confirm you get the same speedtest results via ethernet? Wireless does throw in a few extra issues to deal with, even when on 5Ghz.

[30MBB]

Originally Posted by Kushan

If they've given you a fault number, then it's not likely something you'll be able to fix yourself. If it is congestion (Which it does sound like), then it's a waiting game for Virgin to upgrade capacity in your area, which as you've found out is a game of dates being pushed further and further back.

All we can do is ensure that your home setup is as best it can be. For a start, post your modem stats (we're looking for the power levels and SNR of the downstream and upstream).

Also, can you confirm you get the same speedtest results via ethernet? Wireless does throw in a few extra issues to deal with, even when on 5Ghz.

Thanks for the response, here are my modem stats:


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 299000000 Hz 283000000 Hz 291000000 Hz 307000000 Hz 315000000 Hz 323000000 Hz N/A N/A
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked N/A N/A
Channel ID 39 37 38 40 41 42 N/A N/A
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 N/A N/A
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 N/A N/A
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 N/A N/A
Power Level (dBmV) -1.9 dBmV -0.4 dBmV -1.2 dBmV -1.7 dBmV 0.0 dBmV 0.1 dBmV N/A N/A
RxMER (dB) 40.8 dB 41.9 dB 41.4 dB 41.2 dB 41.4 dB 41.4 dB N/A N/A



Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 1 4 N/A N/A
Frequency (Hz) 46200000 Hz 25800000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM16 QAM16 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 38.8 dBmV 36.3 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 0 0 N/A N/A
T4 Timeouts 0 0 N/A N/A

And here is a test on Ethernet a few minutes ago:
http://www.speedtest.net/my-result/3196660317

Thanks

[Kushan]

Yeah, as I suspected your modem stats seem to be within spec. I'm afraid not a lot can be done until Virgin ups capacity.

[The Installer]

I see you are using the Wolverhampton server to test, try the VM Birmingham one as I've noticed the W-Ton server fluctuates quite a bit.

Not saying it will solve your problem, far from it, but that server has been a bit rubbish for a little while.

[30MBB]

Originally Posted by The Installer

I see you are using the Wolverhampton server to test, try the VM Birmingham one as I've noticed the W-Ton server fluctuates quite a bit.

Not saying it will solve your problem, far from it, but that server has been a bit rubbish for a little while.

That's probably half my problem, the Wolverhampton CTMS I'm connected to (where the speedtest.net server is probably hosted) is screwed!

wolv-core-2a-xe-301-0.network.virginmedia.net
cpc29-wolv14-2-0-custxxx.16.1.cable.virginm.net

No change to report from the VM Birmingham test server
http://www.speedtest.net/my-result/i/724545195

[The Installer]

Originally Posted by 30MBB

That's probably half my problem, the Wolverhampton CTMS I'm connected to (where the speedtest.net server is probably hosted) is screwed!

wolv-core-2a-xe-301-0.network.virginmedia.net
cpc29-wolv14-2-0-custxxx.16.1.cable.virginm.net

No change to report from the VM Birmingham test server
http://www.speedtest.net/my-result/i/724545195

Oh well worth a try anyway, I know it could never perform any kind of miracle, but that server is the default one for me too (Dudley UBR).

Are you in WV4 by any chance? If so take a look at this thread and might be worth while posting to it.

http://community.virginmedia.com/t5/...ht/true#M23498

Search results using the term Wolverhampton....
http://community.virginmedia.com/t5/...=wolverhampton

When VM have these kinds of problems and they need to physically split the fibre coming out (cat-c reseg) into the field, observation has show it takes them a year or so to sort it out, so being as you've already had a year of grief I would say personally get your broadband from another provider, hell I would as I would just want a line that works. unfortunately VM will just keep pushing dates back again and again.

To find out what is really happening in your area, I would suggest you post to the VM forum and let one of their techs take a look at your connection. Post up all your modem stats etc on your first post, otherwise they will only ask you for them again afterwards and just delay your answer.

Do them a speed test too, make sure you say it is wired to the hub etc, once again you'll only be asked to perform the test again.

Good luck anyway, but if you have no joy then I'd be looking elsewhere, Infinity should be available by you, or Sky Fibre etc take your pick.

[30MBB]

Originally Posted by The Installer

Oh well worth a try anyway, I know it could never perform any kind of miracle, but that server is the default one for me too (Dudley UBR).

Are you in WV4 by any chance? If so take a look at this thread and might be worth while posting to it.

http://community.virginmedia.com/t5/...ht/true#M23498

Search results using the term Wolverhampton....
http://community.virginmedia.com/t5/...=wolverhampton

When VM have these kinds of problems and they need to physically split the fibre coming out (cat-c reseg) into the field, observation has show it takes them a year or so to sort it out, so being as you've already had a year of grief I would say personally get your broadband from another provider, hell I would as I would just want a line that works. unfortunately VM will just keep pushing dates back again and again.

To find out what is really happening in your area, I would suggest you post to the VM forum and let one of their techs take a look at your connection. Post up all your modem stats etc on your first post, otherwise they will only ask you for them again afterwards and just delay your answer.

Do them a speed test too, make sure you say it is wired to the hub etc, once again you'll only be asked to perform the test again.

Good luck anyway, but if you have no joy then I'd be looking elsewhere, Infinity should be available by you, or Sky Fibre etc take your pick.

Thanks for your reply, I'm not in WV4, I'm in WV14 (not far away though!)

I first posted on the VM forum when I made the complaint a year ago. That's where I've been getting all of my dates etc from.

Looks like the best thing I can do is phone them up on 16th Jan and request that my account be terminated (I suppose I've at least got to ask, nothing to lose!). Thing is, we love the TiVo, so may have to sign up again on a TV only basis.

BT infinity is in our area yes and I'm estimated 70-80Mb/s so I'll have to see what happens! Are Plusnet any good (FTTC?)

Thanks for your help.

[Kushan]

You might have to push them a bit, but as you've not been getting the service you're paying for (and have rolling credits to prove it), I'm pretty sure you can get out of the contract without penalty. They might argue but you have rights in this case.

[The Installer]

Originally Posted by 30MBB

Thanks for your reply, I'm not in WV4, I'm in WV14 (not far away though!)

I first posted on the VM forum when I made the complaint a year ago. That's where I've been getting all of my dates etc from.

Looks like the best thing I can do is phone them up on 16th Jan and request that my account be terminated (I suppose I've at least got to ask, nothing to lose!). Thing is, we love the TiVo, so may have to sign up again on a TV only basis.

BT infinity is in our area yes and I'm estimated 70-80Mb/s so I'll have to see what happens! Are Plusnet any good (FTTC?)

Thanks for your help.

All I can say is if it were me, I'd not be sitting around being fobbed off by VM, they would be shown the door, but that's just me. I know you might have your reasons for wanting to stay with them, and yes when it works it's good, however reliability would be far more important to me personally.

PlusNet are meant to be quite good so other posters have said, although I've never used them so couldn't comment.

If it were me looking at my options, I'd be looking at Sky for the complete package, cost wise I think this makes more sense, although once again you'd need to add everything up for what you require and maybe you don't like Sky, I know some people don't and as such won't use their products which is fair enough. However, a complete package from them might work out better £££ wise.

If you do move, then there is nothing to say you can't come back to VM in a year or so, after all they might have just got round to finishing your upgrade by then, if you are lucky....

If Tivo is a must then taking your phone and BB from one provider and TV from another will probably cost you more, but once again it all depends what your needs are personally.

Also if your contact is up on the 16th, you'll only need to give them notice and you'll be free, without having to push them, although their retentions people will try to keep you with a good deal.

That good deal might then make it worth your while stopping with VM for Tivo and getting your phone & BB elsewhere, worth looking at. But I would say do your research before you call up, so they can't confuse you with prices over the phone etc.

If you work everything out for the full 12 or 18 month contract period, inc install fees etc, then you can get a real world cost, however being as we are having this conversation in the first place, cost isn't everything.

[30MBB]

Just to keep everyone updated...

Phoned Virgin last night, low and behold the date has now been pushed back to mid-feb.

I vented my frustration and they have agreed (quite easily actually) to let me out of my contract early free of charge (had 6 months left)

So now I'm looking at the likes of BT Infinity (my postcode apparently is good for 68Mb or so) but I would only go for the 38Mb product.

So basically I'm stuck between the full package of phone tv and broadband with either BT or Talk Talk. Decisions decisions...

It's a shame about Virgin because when it works it's great, no problems at all. They just need their ass kicking with regards to heavily congested areas.

[Kushan]

Any particular reason you wouldn't go with Sky? They seem to be the most popular and definitely have the better TV service.

[30MBB]

Can get BT for 45.99 a month (Pretty much the same as we were paying for Virgin Essentials Pack, with a couple of extras in there) and Talk Talk is cheaper still.

Sky is coming out at around £54/55 unfortunately from what I can see!

[30MBB]

Ahhh, that's better :-)

BT Infinity installed this morning. Super quick install no problems to report!

http://www.speedtest.net/my-result/i/754198037

VS Virgin at this moment in time... (Starts to go downhill from now onwards!)

http://www.speedtest.net/my-result/i/754199833

[broadbandking]

Originally Posted by 30MBB

Ahhh, that's better :-)

BT Infinity installed this morning. Super quick install no problems to report!

http://www.speedtest.net/my-result/i/754198037

VS Virgin at this moment in time... (Starts to go downhill from now onwards!)

http://www.speedtest.net/my-result/i/754199833

Sorry to hear left dude but hey nice upload speeds with BT, I am stuff with 3Mb but hey ho I don't ever upload stuff, glad your getting a decent speed now.