Virgin XL BB - v. slow on some websites

G_skredge · 29-01-2010, 11:08

Hi all. my first post here and I write with great frustration with regard to Virgin. My post if to ask for help / feedback on some sites being slow, but I'll start with the billing farce...

So, first off the billing...

When signing up we agreed Â£30 a month for XL 20Mb bb. I then get a bill where they've charged me Â£37 for the service plus Â£5 payment collection charge(!) and Â£1.25 paper bill charge(!)

Never was the payment collection charge or paper bill charge mentioned when I signed up, (but its probably hidden in the small print somewhere). This is very poor sales / business tactics IMHO. By not explaining this to customers on sign up they effectively get an extra Â£6.25 off of each customer, and thats if their customer even notice theyve been charged this.

After spending 49 minutes on the phone to them this morn I've gone Direct debit and cancelled paper billing - but surely they should have given me the option when I signed up and saved my Â£6.25 (not a money issue, but one of principle)

After some argument, they admitted their 'mistake' on the XL BB charge and reduced it to what it should have been / and was agreed when signing up.

Anyway - all that aside, I'm having trouble getting on some websites using Virgin. The majority are v fast, but some (including my companies website and back end, which I use to work from home) is just soooo slow, to the point of me giving up.

Having moved from Sky, we never had any issues with these same websites being slow (and these are not large sites with massive images or loads of videos) . Also, we use BT BB at my office and can access all the sites I'm finding slow on Virgin with BT no problems whatsosever.

I've had the company that runs our business website check it and theyve reported back no issues (as expected).

Ive spent quite some time on the phone to their 'technicial support' team this morning, 'talking' to a woman who I really had trouble understanding, and had to explain the problem no less than 8 times before shes grasped what I was saying. She then got me to reset my browser and try again. When I did this and it made no difference (as expected) at all, she said (I think) 'well thats all we can do'. I asked if there was anyone else I could speak to and after 20 seconds or so of silence (during which I said 'hello - are you still there' several times!)she replied ' my manager is busy we will call you back'

So thats that. We run Mcafee this end. All PCs (inc a MacBook) have the same problem. all are virus clean and spyware swept regularly.

So, anyone else finding some sites to either fail to open or run very slowly using Virgin?

If anyone can suggest some fixes I'd be v.grateful.

GS

III · 29-01-2010, 11:20

TL;DR

Can you follow the steps in this post and reply with your upstream & downstream power, also your downstream SNR.
http://www.cableforum.co.uk/board/12...al-levels.html

If you can ping & trace to google.com and post the results that would be most useful to

G_skredge · 29-01-2010, 20:27

Quote:

Originally Posted by III

TL;DR

Can you follow the steps in this post and reply with your upstream & downstream power, also your downstream SNR.
http://www.cableforum.co.uk/board/12...al-levels.html

If you can ping & trace to google.com and post the results that would be most useful to

Hi

thanks for the help
heres the figures - all seems ok to me?

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 49.5 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 3
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -3.5 dBmV
Downstream SNR : 37.9 dB

TraceRt to www.google.com
C:\Documents and Settings\Home.PC>tracert www.google.com

Tracing route to www-tmmdi.l.google.com [216.239.59.147]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 14 ms 14 ms 47 ms 10.249.92.1
3 10 ms 12 ms 8 ms nott-cam-1a-v313.network.virginmedia.net [81.109
.167.121]
4 12 ms 13 ms 19 ms nott-core-1a-ae2-0.network.virginmedia.net [195.
182.174.213]
5 10 ms 13 ms 12 ms lee-bb-a-as0-0.network.virginmedia.net [213.105.
174.169]
6 13 ms 25 ms 10 ms man-bb-b-as3-0.network.virginmedia.net [213.105.
175.142]
7 27 ms 20 ms 40 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
8 63 ms 18 ms 26 ms 158-14-250-212.static.virginmedia.com [212.250.1
4.158]
9 28 ms 30 ms 21 ms 209.85.255.175
10 29 ms 30 ms 28 ms 209.85.251.190
11 46 ms 45 ms 30 ms 66.249.95.169
12 32 ms 35 ms 54 ms 216.239.49.126
13 55 ms 47 ms 82 ms gv-in-f147.1e100.net [216.239.59.147]

Trace complete.

C:\Documents and Settings\Home.PC>

Ping to Google.com

C:\Documents and Settings\Home.PC>tracert www.google.com

Tracing route to www-tmmdi.l.google.com [216.239.59.147]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 14 ms 14 ms 47 ms 10.249.92.1
3 10 ms 12 ms 8 ms nott-cam-1a-v313.network.virginmedia.net [81.109
.167.121]
4 12 ms 13 ms 19 ms nott-core-1a-ae2-0.network.virginmedia.net [195.
182.174.213]
5 10 ms 13 ms 12 ms lee-bb-a-as0-0.network.virginmedia.net [213.105.
174.169]
6 13 ms 25 ms 10 ms man-bb-b-as3-0.network.virginmedia.net [213.105.
175.142]
7 27 ms 20 ms 40 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
8 63 ms 18 ms 26 ms 158-14-250-212.static.virginmedia.com [212.250.1
4.158]
9 28 ms 30 ms 21 ms 209.85.255.175
10 29 ms 30 ms 28 ms 209.85.251.190
11 46 ms 45 ms 30 ms 66.249.95.169
12 32 ms 35 ms 54 ms 216.239.49.126
13 55 ms 47 ms 82 ms gv-in-f147.1e100.net [216.239.59.147]

Trace complete.

C:\Documents and Settings\Home.PC>