I should be on 20MB but doesn't this mean I'm limited to 10MB?

[TrustyChainsaw]

Hi,

I upgraded to 20MB broadband about 5 months ago and never really noticed a speed increase from my old 10MB service. After talking to VM I was told that it would be because I'm in a high usage area, etc etc. Now I've discovered this forum and learned how to access the modem configuration screen and it looks like it still configured for 10MB.

I've tried speaking to VM about this but apparently they can't diagnose or investigate the problem at all as I'm on a throttling list! Until I'm off the list (in ~3 days of low/none internet usage ), can someone just confirm that I'm reading the config correctly and the modem is still set for 10MB service?

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled


I'd expect to see this:
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000

The signal levels look ok (using this as a guide) but I can post more info if necessary.

Thanks!

[AmAtoL]

I'm no expert but that's definitely 10 meg

[TrustyChainsaw]

I guess my next question should be does it make a difference what the config file says or is the bandwidth totally controlled at VM's end?

[piggy]

Originally Posted by TrustyChainsaw

I guess my next question should be does it make a difference what the config file says or is the bandwidth totally controlled at VM's end?

yes it does make a difference you need to ring faults (sorry) and get them to send the corect config file

Originally Posted by TrustyChainsaw

Hi,

I upgraded to 20MB broadband about 5 months ago and never really noticed a speed increase from my old 10MB service. After talking to VM I was told that it would be because I'm in a high usage area, etc etc. Now I've discovered this forum and learned how to access the modem configuration screen and it looks like it still configured for 10MB.

I've tried speaking to VM about this but apparently they can't diagnose or investigate the problem at all as I'm on a throttling list! Until I'm off the list (in ~3 days of low/none internet usage ), can someone just confirm that I'm reading the config correctly and the modem is still set for 10MB service?

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled


I'd expect to see this:
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000

The signal levels look ok (using this as a guide) but I can post more info if necessary.

Thanks!

What modem do you have the should be a sticker on the base if not sure then click here

Since your upgrade you have actually rebooted the modem, otherwise the correct docsis file will never have reached your modem.

Or you can call Tech Support who will check what speed you should be on using the numbers below.

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
---------------------------------------------------------------------------

---------- Post added at 09:02 ---------- Previous post was at 09:01 ----------

Originally Posted by TrustyChainsaw

I guess my next question should be does it make a difference what the config file says or is the bandwidth totally controlled at VM's end?

The config tells your modem what speed to allow through it.

Originally Posted by TrustyChainsaw

I guess my next question should be does it make a difference what the config file says or is the bandwidth totally controlled at VM's end?

check your bill if it says Broadband size L the upgrade didnt go through and you ahve been paying for 10Mb and getting 10Mb if its says Broadband size XL then you need to ring Tech support and also need to get a refund for the difference as XL is 20Mb and if you have been paying for it then you should get it

[TrustyChainsaw]

Thanks, I just needed a bit of confirmation as my last two conversations with Faults over this have left me dazed and confused - I was certain I was talking sense but they weren't having it!

Also, does anyone know why they can't investigate this problem whilst the account is capped? I'd have thought it was purely a configuration thing.

[Noggo]

I wouldn't be a happy bunny finding out 5 months down the line that your upgrade from L to XL hadn't gone through. I'm unsure what you mean about the problem with the account capped, but from VM's side of things isn't it just a case of resending a config file or command to the modem again and resetting it.

And as Darthlinux mentioned, ask for a refund for the difference between L and XL for the 5 months you haven't had the XL service. Plus if you're feeling a little cheeky a little compensation for the hassle of sorting the mess out .

Originally Posted by TrustyChainsaw

Thanks, I just needed a bit of confirmation as my last two conversations with Faults over this have left me dazed and confused - I was certain I was talking sense but they weren't having it!

Also, does anyone know why they can't investigate this problem whilst the account is capped? I'd have thought it was purely a configuration thing.

As I asked above what modem do you have?

Have you checked your bill to see what size broadband you are been charged for?

[TrustyChainsaw]

I've been a bit of a numpty - it looks like the upgraded broadband never happened! I'm still being charged for L! D'oh!

My modem is an NTL 250 and after speaking with customer services hopefully the upgrade should be going through today!

Thanks for all your help, sometimes I skill the simple things like double checking the bill!

[Noggo]

Almost as bad as when we had the gas meter changed a couple of years ago and I couldn't work out why your gas unit usage had got up by 2.5 times the norm. All the info is on the bill somewhere. Even if you may have to squint your eyes to be able to see it.

[Tarantella]

Glad that was sorted.

Originally Posted by TrustyChainsaw

Hi,

...I've tried speaking to VM about this but apparently they can't diagnose or investigate the problem at all as I'm on a throttling list! Until I'm off the list (in ~3 days of low/none internet usage ), can someone just confirm that I'm reading the config correctly and the modem is still set for 10MB service?

.....Thanks!

I'd be interested to know if the customer service people actually used the words. "You're on our list of people who are being throttled"

Doesnt quite sound right to me.

Is it a generic answer for people asking about their bandwidth? Did the person even check the details of the customers services before answering with that remark?

[g0mit]

I recently phone customers services and the first thing they said let me see if you are
stm'd as I reported slow speed

[Noggo]

Probably a good thing to check on the STM status, as most users still don't know what the current STM times and download limits are. Thanks to VM not sending out any info on the subject . How hard is it to do a general email advising customers of the changes, emails seem to happen when they're selling something new though.