Upgraded, then downgraded without being told? What's going on!

marklar77 · 20-03-2008, 10:28

Hi,

Well, I rang Virgin the other day to upgrade from 2mb to 4mb. It all went fine and I had 4mb for about a week, now though, I appear to be back on the 2mb service. No matter what time of the day I do a speed test, I always get the 2mb upload and download (download: 1949kbps upload: 189kbps).

It's been like that for almost a week now. The only other thing that changed was I rang VM retentions a while ago to complain about very slow speeds and I was thinking of leaving. That was fine and they gave me a Ãƒâ€šÃ‚Â£9 discount. After that, the speeds stayed on 2mb so I thought i'd upgrade to 4mb.

Could that be anything to do with them lowering my speed without telling me? I've not received a letter or phone call or anything.

Here's my speed at the moment taken from www.speedtest.bbmax.co.uk

Download Speed: 2045 kbps (255.6 KB/sec ) Upload Speed: 191 kbps (23.9 KB/sec )

Graham M · 20-03-2008, 10:31

Modem or Set Top Box?

marklar77 · 20-03-2008, 10:37

NTL 250 modem. I've looked in the modem config and everything there points to a 4mb connection.

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 4096000
Maximum Upstream Data Rate : 400000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1

And a speed test now..

Download Speed: 2043 kbps (255.4 KB/sec ) Upload Speed: 191 kbps (23.9 KB/sec )

Doofy · 20-03-2008, 11:13

Same problem here when i couldnt stay on 20 mb for more than a week, eventually CS told me there was an issue on the account. Never said what it was, but they told me it was now sorted and all been good so far.

SnoopZ · 20-03-2008, 11:20

Quote:

Originally Posted by marklar77

NTL 250 modem. I've looked in the modem config and everything there points to a 4mb connection.

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 4096000
Maximum Upstream Data Rate : 400000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1

And a speed test now..

Download Speed: 2043 kbps (255.4 KB/sec ) Upload Speed: 191 kbps (23.9 KB/sec )

According to Downstream and Upstream you're still on 4mbit.

Online speedtests are a waste of time and should be avoided.

marklar77 · 20-03-2008, 11:24

I just tried to download a file from http://gamefiles.virginmedia.com and managed 216 KB/s. That proves the speed test was more or less accurate. Should I phone up CS and have another complain?

EDIT:

Just rang them, turns out I was taken off the upgrade without being notified. How nice of them.

SnoopZ · 20-03-2008, 11:40

Quote:

Originally Posted by marklar77

I just tried to download a file from http://gamefiles.virginmedia.com and managed 216 KB/s. That proves the speed test was more or less accurate. Should I phone up CS and have another complain?

EDIT:

Just rang them, turns out I was taken off the upgrade without being notified. How nice of them.

That doesn't make sense as your modem config clearly says you're on 4mbit.

marklar77 · 20-03-2008, 11:59

Right - after a brief conversation with Billing Enquires, they say i'm still on 4mb, contrary to what was being said on Tech Support.

I'll take a few screenshots for you.

http://i106.photobucket.com/albums/m.../download3.jpg

http://i106.photobucket.com/albums/m.../download2.jpg

http://i106.photobucket.com/albums/m.../Download1.jpg

kev445 · 20-03-2008, 15:05

Do you think they could be using the STM to ensure no one goes over their packages download or upload speed?

nffc · 20-03-2008, 15:09

Your config is clearly showing you're on 4Mb but you're only getting 2 for some reason.

Tried turning off Avast network shield? Are you using a software firewall or router?

The other option if it isn't anything your side is that the network load on their side is not giving you the full speed because others are maxing out the bandwidth...

marklar77 · 20-03-2008, 18:47

I've tried with Avast Network Monitor off, nothing changed so I reinstalled XP. No change. Bypassed my router. No change. Rebooted modem. No change.

Seen as VM are so unhelpful is there anything else I can try?

Just done another speed test, nothing changed...

nffc · 20-03-2008, 18:57

Try a dcc from the PC to the modem?

marklar77 · 20-03-2008, 19:09

Dcc?

Druchii · 20-03-2008, 19:16

Different cable cable? I dunno, i'm lost too. Nffc, care to elaborate.

nffc · 20-03-2008, 19:22

Direct Cable Connection?