very poor speeds on my 10mb package

harryc05 · 28-07-2010, 13:11

was told to post here for good advice so here goes

(speed test right now won't even run it just gets stuck at the download speed)

i have the VM 10MB package and i have been been getting under or just over 1MB for the past week. i was thinking of just bumping up to their 50mb package to save the frustration.

any help on how this could be? i contacted VM and they sent me a new router and it has not improved and they don't know why my speeds are so slow.

prior to this i did get around 6-8MB but for the past week it hasn't budged

maybe some other useful info:

Downstream Status

Downstream Lock : Locked
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Interleave Depth : taps12increment17
Downstream Receive Power Level : 0.9 dBmV
Downstream SNR : 27.2 dB

Operation Configuration

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

downloaded a files of the gamefiles.virginmedia.com and i'm getting around 10.0kb/sec

loading pages is a joke, this forum took around 45 seconds to load

EDIT:
the speedtest finaly decided to get going and heres the latest result

roger skillin · 28-07-2010, 13:17

if you have a spare network card, i'd try that, you may have a dodgy one i had to change mine recently because of drop outs and slow speed, been fine ever since

Peter_ · 28-07-2010, 13:17

The SNR is quite low at 27.2 dB what is the upstream power.

I would advise calling in on 151 from a Virginmedia phone or 0845 454 1111 from any other phone.

harryc05 · 28-07-2010, 13:22

Quote:

Originally Posted by Masque

The SNR is quite low at 27.2 dB what is the upstream power.

I would advise calling in on 151 from a Virginmedia phone or 0845 454 1111 from any other phone.

Upstream Channel ID : 3
Upstream Transmit Power Level : 47.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 34000000 Hz
Upstream Mini-Slot Size : 2

Peter_ · 28-07-2010, 13:26

Quote:

Originally Posted by harryc05

Upstream Channel ID : 3
Upstream Transmit Power Level : 47.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 34000000 Hz
Upstream Mini-Slot Size : 2

That is fine, ring up and get your connection checked out.

harryc05 · 28-07-2010, 14:35

Quote:

Originally Posted by Masque

That is fine, ring up and get your connection checked out.

will give them a ring now. i'll post what they say on here

---------- Post added at 15:35 ---------- Previous post was at 14:31 ----------

i phoned and went through the whole scripted process of unplugging, speed tests and downloads.

he said that there is a problem with my line and it would take 48hrs to fix and he would ring me in 48hrs to see if the problem has been resolved.

what could the problem be with my line? and how does he know there is? he instantly said after we took the speed tests that there was a problem.

jb66 · 28-07-2010, 15:53

Quote:

Originally Posted by harryc05

will give them a ring now. i'll post what they say on here

---------- Post added at 15:35 ---------- Previous post was at 14:31 ----------

i phoned and went through the whole scripted process of unplugging, speed tests and downloads.

he said that there is a problem with my line and it would take 48hrs to fix and he would ring me in 48hrs to see if the problem has been resolved.

what could the problem be with my line? and how does he know there is? he instantly said after we took the speed tests that there was a problem.

Its just a blag to get you off the phone (i.e the guy doesnt know whats wrong) With those stats my first thaught is its something wrong with your own equipment

harryc05 · 28-07-2010, 16:41

Quote:

Originally Posted by jb66

Its just a blag to get you off the phone (i.e the guy doesnt know whats wrong) With those stats my first thaught is its something wrong with your own equipment

it can't be the wirless router its brand new from virgin and it worked perfect when i first installed it and for the first week it was great. i've got 5 computers in my house and tested each one directly linked to the modem and they gave me the same slow speeds, which they have never done before.

so that leaves the modem, can they go wrong overtime i've had it for like 4 years now (its the old ntl one)?.

---------- Post added at 17:41 ---------- Previous post was at 17:04 ----------

update:

apparently theres something wrong with the main server and hes put the issue through the the higher technical team and it could take 2 hours to 2 days to fix. and hes put my internet on a high priority thing :S

jb66 · 28-07-2010, 16:58

Quote:

Originally Posted by harryc05

it can't be the wirless router its brand new from virgin and it worked perfect when i first installed it and for the first week it was great. i've got 5 computers in my house and tested each one directly linked to the modem and they gave me the same slow speeds, which they have never done before.

so that leaves the modem, can they go wrong overtime i've had it for like 4 years now (its the old ntl one)?.

---------- Post added at 17:41 ---------- Previous post was at 17:04 ----------

update:

apparently theres something wrong with the main server and hes put the issue through the the higher technical team and it could take 2 hours to 2 days to fix. and hes put my internet on a high priority thing :S

Sounds like it wasnt a blag then!

Modems do go wrong but usually you can tell from the modem stats (i.e downstream -17 when the signal is actually ok)

harryc05 · 01-08-2010, 04:36

issue resolved, the whole fixing process took one week and 4 days plus 4 calls to VM.

owell at least its fixed and i can now be happy to upgrade to 50mb.

---------- Post added at 05:36 ---------- Previous post was at 05:33 ----------

on a side note i still have a downstream SNR of 27.0 db

what will this mean to my service as you have stated that it should be 30+?

Peter_ · 01-08-2010, 07:41

Quote:

Originally Posted by harryc05

issue resolved, the whole fixing process took one week and 4 days plus 4 calls to VM.

owell at least its fixed and i can now be happy to upgrade to 50mb.

---------- Post added at 05:36 ---------- Previous post was at 05:33 ----------

on a side note i still have a downstream SNR of 27.0 db

what will this mean to my service as you have stated that it should be 30+?

If it is working leave well alone and just how it goes.

harryc05 · 01-08-2010, 20:56

looks like i spoke to soon from 7.30 onwards it hasn't budged past 1mb

owell giv it untill tuesday

harryc05 · 05-08-2010, 02:03

ok i have worked out its my modem if i unplug it for 10 minutes then plug it back in i get my full speeds for about 5 minutes and then it drops. i have contacted vm and they are sending a new modem.

also i have found a temporary fix which has been working for the past few hours. which is to put the modem on its side. which leads me to believe it may be an overheating problem but i don't know.