"Up to this point" my speed has been around 25 to 30 Meg Download and 2.5 to 3.Meg Upload with no significant problems.
On the 20 December 2011 my 30MB Broadband Internet started to suffer a significant degrade in the quality of service
Download speeds between 20 Meg and 1 Meg Download
Upload Speeds between 0.1meg to 3 Meg
I phoned Virgin on the 01/01/2012 to report my ongoing problem many times i will not list them all but the total time on the phone well exceeded 5 hours in total
I was informed it would be fixed on the 04/01/2012 then 11/01/2012 then 18/01/2012
Today 20/01/2012 it is still cawing like a slug at about 2 meg
After Phoning Brad In Wales EXT6833 i have the latest information from the UK on this subject
This information came from my direct questions after nearly 2 hours on the phone passed between India puna and uk Wales
1. Error Code P003223018 in my area.
2. This is directly linked to over subscription and relates to high utilization fault in my area.
3 Time to fix ( Unknown ) estimated Time wait for it 7th March ............
4. Requirement for Virgin to gain planning permission form counsel.
5. To install new Nodes to cope with load on system.
Why it took 20 days to inform me of this information i do not know, Customer support !
So its now a waiting game until the 07th March to see if Virgin Media resolves the problem
I will Upload a picture of the Download Speed By Month
WBS @ Westmount
Virgin Media Broadband Over Subscription Rugeley
Commenced On 20th December 2011
Area WS15
30 Meg Connection
Date 20/01/2012
Latest Updates At Bottom Of The Page !
Tel 08000 521 370
Commenced On 20th December 2011
Area WS15
30 Meg Connection
Date 20/01/2012
Latest Updates At Bottom Of The Page !
Tel 08000 521 370
Speed Test For January
Speed Test 29/01/2012
Speed Test 30/01/2012
Speed Test 03/05/2012 (Still Appalling)
On phone now listening to "Susan Boyle". 15mins now looks like i have just been cut off !
Now do i phone back or wait !
18 mins wasted having to call back, off we go again
+
46 Mins
Got through to Tec support. I Ask if someone can fix my Internet connection and that i know how
the system work as i have been a customer for excess of 10 Years and if we could skip all the
standard checks as i know them all and its a fault. He just hung up.
So due to the lack of any method of contacting the invisible process i am now back in the
automated phone system !
+
28 mins
still a fault in my area and now i have been given a new estimated date to the 9th May
Information given by manager in India Deepak !
I asked to be put through to a UK Number and was promptly put through to a number that
disconnected
What a company !
Total time on phone 74 Mins to get through + 10 mins to be told it will be fixed on the 9th May and
promptly passed through to a number and cut off AGAIN !
I am going to phone someone in the UK tomorrow.
Update 04/05/2012 ( UK CALL )
Today I had to phone India again as I have been totally unable to locate any number to call the a
UK member of staff in virgin media
I have just spent another 42 Mins on the phone after being passed from India to Glasgow Tec
support
I have been told by George that one of the TEC managers is going to call me back on the phone
when he is free, No name was available for the manager as there are a number in the
department that may call me
Hopefully I will receive some firm information from this call. I will update the page once following
the communication.
All i am asking for is a resolution to this ongoing problem and some firm information that adds
up.
Thanks Richard
Update Call Back
James Manager TEC Support Glasgow
Fault Code F001969737 High Utilization in Litchfield
Repair Time 01/06/2012 to Resolve the problem, New Hardware to be fitted in Litchfield
Time Will Tell !
Update 10/05/2012 Update!
Forum Team
Ralph_R
Posts: 797
Registered: 23-11-2011
Re: 5 months now and still i have 1MB download on a 30mb Connection ! ( Customer Support )
Call me !
Options
on 09-05-2012 10:35
Hi maxtor,
Fault ref F001759710 has now been closed with upgrade work completed on the 04/05.
Currently there are still periods of high load on your cable however these are fairly infrequent and
don't fully explain the continued slow speeds you are now reporting, as for example, on the 03/05
when your last speed test was reported, the utilisation on your cable was low at this time.
If you are still experiencing difficulties then please post detailing them, including the information
described here and a traceroute to bbc.co.uk, and we'll look into them further for you.
Kind Regards,
Ralph
Help & Support Forum Team
Forum Team
Ralph_R
Posts: 797
Registered: 23-11-2011
Re: 5 months now and still i have 1MB download on a 30mb Connection ! ( Customer Support )
Call me !
Options
on 09-05-2012 10:35
Hi maxtor,
Fault ref F001759710 has now been closed with upgrade work completed on the 04/05.
Currently there are still periods of high load on your cable however these are fairly infrequent and
don't fully explain the continued slow speeds you are now reporting, as for example, on the 03/05
when your last speed test was reported, the utilisation on your cable was low at this time.
If you are still experiencing difficulties then please post detailing them, including the information
described here and a traceroute to bbc.co.uk, and we'll look into them further for you.
Kind Regards,
Ralph
Help & Support Forum Team
Update 12/05/2012 Update!
Speed Test @ 8:56am 12/05/2012
As can be seen below i have a fully stable 30 - 31 Mb Connection Speed ( No Problems )
But in the evenings when traffic increases in my area my speed can and does drop to
2 - 3 Mb
Its worce than being permanently traffic managed and restricted as my internet usage is mainly in the evenings after work as i am sure is the same for most people
This surely indicates Virgin Media have to many customers sitting on this network and we the end users are not receiving anything near the connection speed we are paying for.
Speed Test @ 8:56am 12/05/2012
As can be seen below i have a fully stable 30 - 31 Mb Connection Speed ( No Problems )
But in the evenings when traffic increases in my area my speed can and does drop to
2 - 3 Mb
Its worce than being permanently traffic managed and restricted as my internet usage is mainly in the evenings after work as i am sure is the same for most people
This surely indicates Virgin Media have to many customers sitting on this network and we the end users are not receiving anything near the connection speed we are paying for.
Update 12/05/2012 Update!
Speed Test @ 20:30pm 12/05/2012
Comment from Forum !
"Fault ref F001759710 has now been closed with upgrade work completed on the 04/05".
If this has been fixed it has made no difference to the problem i have been encountering every day since 20/12/2011
Yes this is 6 Month's Give or take a few days !
Please can someone at "Virgin Media Technical Support" contact me
This test is between 3 servers
Speed Test @ 20:30pm 12/05/2012
Comment from Forum !
"Fault ref F001759710 has now been closed with upgrade work completed on the 04/05".
If this has been fixed it has made no difference to the problem i have been encountering every day since 20/12/2011
Yes this is 6 Month's Give or take a few days !
Please can someone at "Virgin Media Technical Support" contact me
This test is between 3 servers
Update 19/05/2012 Before Engineer Visit Today!
Speed Test @ 6:30am 19/05/2012 31.72Mb ( See screen shots below )
Technical Support in “Blue Text “taken from the forum.
I have checked your connection and the upstrem power level is unacceptably high 55.8
dBmV. We will need to arrange an engineer visit to adjust the power levels.
Can you please advise a selection of dates when you will be available for a visit during
the next 7 days? Our engineers are available in the following timeslots: Monday to Friday
- 8am-12noon, 12noon-4pm and 4pm-7pm; Saturday 8am-12noon and 12-4.
Please can you also provide me with the following information?
Name on account:
Virgin email address:
Many Thanks,
Nicola_
Please Note :
Not only the actual speed 30Mb but also how stable the actual download is 30- 31Mb
through the complete test run no inconsistent flow of data .
I am using TP Link 500 MBps Gigabit Power line Adapters.
But due to the Engineer visit I have reconnected my CAT-5 Cable from my PC into my
Super hub. As I do not want him to blame my Power line Adapters for the fault.
The Power line Adapters are nothing what-so-ever to do with the problem as i have had the
CAT-5 cable running down my hall now since Christmas when the problems started to
eliminate anything that could be me.
This morning my first test was through the TP Link 500 MBps Gigabit Power line Adapters
that you can see on the screen shot, Solid 30Mb +
I did another test with the CAT5 cable connected, No change 30Mb+ Identical.
I cannot believe i have been left with no option but to install and set up a 12 Month Contract
with "Bbox internet" through my BT line to my property during this last 6 months just to allow
me to use the internet its been that bad!
Update 19/05/2012 Update!
Post Network Engineer
Speed Test @ 19:51pm on 19/05/2012
See Second Screen Shot 19:51 back to a lumpy 1.85Mb
Following the visit of the Virgin Media Network Engineer today.
2 Friendly people arrived at my property at 8:15am to review my internet connection
problem.
Upstream power level = 49 dBmV and totally fine with no problems.
Phone call made by engineer to network HQ for status update of local network Utilization
status .
The network I am on is Highly over utilized at key times and this is why I have a Rock solid
connection first thing in the morning and useless in the evening when other users are on line
The engineer could not make any changes to help my connection speed as it is out of his
control and Virgin need to update the network capacity to resolve the problem and until this
is done I am stuck with this appalling network speed.
He could not believe how long it had been going on and that I have had to commit the Bbox
Internet to cover the lack of service I have received for 6 months
He has obtained a "Yet Another" code for me to quote
This is REM-1969737
Estimated Closure Date 31/05/2012
Until this fault is resolved I appear to be stuck with this service with nothing anyone can do.
My service as I am sure there are many others is significantly sub standard to the end user
and the feedback and communication to us is none existent and as a long time customer I
believe we deserve better support and communication.
Still very disappointed how Virgin Media have supported this situation from start to date.
Virgin Has let itself down as well as this end user.
Speed Test @ 19:51 on 19/05/2012
Following the visit of the Virgin Media Network Engineer today.
From 31Mb Solid - To A Poor 1.85 Mb
See below.
Over Capacity !
Fault Resolution Not Resolved form 22/11/2011 to 19/05/2012
Status Communication of fault from Virgin to me Zero
Time On Phone over 6 Months ( In Hours ) Lost count in excess Hours 10+
Service Engineer 1 disagreeing with service engineers 2 diagnostics Lost Count ( Passed around the Globe )
Being told there is no fault in my area and it must me by side Insults me, I have even installed CAT5
Disconnected after in Queue for for long periods 6 times
Hung Up on from India after being in Queue for on excess of 1 hour After only 15 words ( Not rude or offensive)
No Escalation Process ( even after 6 months ) Customer Option - ( Put Up, Phone India or leave ! )
Cost £ ( I have to call you to tell you each month its still broken ) User left to chase compensation for your network fault !
Network status always shows Green for my area even when I have 1 Mb Have to go over same data with new engineer every call
Virgin Media advertise 100Mb available to me ( Post Code ) You have to be kidding, Stop advertising ( No Capacity )
Forum Support ( Virgin Media ) 13 Posts asking for help, 5 Responses -3 months
100% Honest Key Feedback Specific To My 6 Month Fault
Speed Test @ 6:30am on 19/05/2012
Post the visit of the Virgin Media Network Engineer today.
From 31Mb Solid, See Below.
Speed Test @ 22:14 on 19/05/2012
From 31Mb Solid - To A Poor 1.25 Mb
Getting Worse !
Over Capacity !
Update 03/06/2012 Update!
Speed Test @ 9:00am Sunday 03/06/2012
3 Days After The Estimated Repair Date
Speed test on Sunday morning looks as always fine 28/30 Mb not problems.
Have i recived a single communcation from Virgin Media on this repair status.
That would be NO !
No attempt to improve customer communication then, so the next question have they improved the Customer Supplied Service
I will test again tonight around 9PM and post my findings.
Well Summery of findings,
Not fixed Still the same problem no change at all.
Speed Test @ 9:00am Sunday 03/06/2012
3 Days After The Estimated Repair Date
Speed test on Sunday morning looks as always fine 28/30 Mb not problems.
Have i recived a single communcation from Virgin Media on this repair status.
That would be NO !
No attempt to improve customer communication then, so the next question have they improved the Customer Supplied Service
I will test again tonight around 9PM and post my findings.
Well Summery of findings,
Not fixed Still the same problem no change at all.
Coventry Server Test Sunday 03/06/2012 @ 9am
Birmingham Server Test Sunday 03/06/2012 @ 9am
Birmingham Server Test Sunday 03/06/2012 @ 9pm
Coventry Server Test Sunday 03/06/2012 @ 9pm
Update 06/06/2012 Update From Virgin
Media Forum
Tec Support
Sorry for the delayed reply, I've checked the fault ticket that you've quoted and can see that the
current fix date for this is 27/06/2012 (although this is subject to change).
Sorry for the inconvenience during this time.
Kind Regards,
Lindsey P
Help & Support Forum Team
Where Do Virgin keep pulling these dates From?
Are they using the Large Hadron Collider to try and find the God Particle,
Or is it being used just to generate random dates for the TEC Support to pass out to customers as to
when faults are going to be repaired.
The results are very similar, know one actually knows!!
Virgin Media Broadband
Speed Doubled from 30MB to 60 MB
Commenced On 21st June 2013
Area WS15
Shame the Upload speed is still 2.5MB to 3MB as this
now seems to be the largest bottleneck