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Standard User nidstigator
(newbie) Thu 09-Feb-17 22:22:17
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Virginmedia denying overutilisation- looking for advice


[link to this post]
 
Hi there,

I would really appreciate your advice here-

We subscribed to Virginmedia in September 2016. Got the 200Mbps package. Apart from the Hub3 latency spike issues (eventually got it replaced with a Superhub2), all was okay. I was getting 200mbps in the day time and it drops somewhere to 140-160mbps during the evening.

Since the beginning of February, after 8pm, we noticed the movies on netflix would get super pixelated and eventually stop to buffer on our home Xbox. I checked the speeds and it was 2-4mbps.

It has been exactly the same every day since then- 200-213mbps during the day and 2-4mbps at night. (wired, to superhub2ac in modem mode)

So two nights ago, I called technical support. The offshore representative said that he cannot see any issue with my area, then put me on hold, came back with a fault number saying there is an SNR issue that will clear up on the 9th of Feb.

Next morning, I called again. This time customer relations. Talked to the guy, he checked the fault number and he said it is not related to my area. Transferred me to 2nd line technical support. The 2nd line support guy said I need to call back while the issue is happening so that they can know what's going on, and that he cannot see any issues in my area.

I called back in the evening. Requested second line support. The guy who picked up this time said nothing he can see in the area (again) and that he'll raise a ticket for my line anyway, and they shall call me back the next day.

Waited the next day, nobody called back. Called customer relations, the guy mentioned my ticket has been closed.

I was then transferred to 2nd line support. Again. Luckily it was the same guy I spoke with last- he mentioned some 'network upgrades needed', and that it will finish by 31st of March and that is why my ticket was closed. I asked him nicely to write these things down on my account so that I could talk to a customer relations rep about this. Also asked for a fault number, he cited one that is not the usual ones I see on virginmedia forums (doesn't start with F00, Npr8581).

In the end, I was transferred to customer relations again. I explain to the guy that the technical support rep said the upgrades in my area will be carried out by 31st of March and that this is on my account notes, and I would like to leave my contract without a penalty since this is a long time. He claims that in the notes it says March with no specific date, so he can't really do anything and that I'd have to wait 1 month to give them time to fix it.


What do I do here? I can't seem to get any tech support rep to acknowledge congestion/overutilisation officially, with a fault number. I also don't trust 'their notes'. What if I wait a whole month with this unusable service that I pay £50/month for and then they say there isn't any fault?

Would love to hear any advice.

Sorry for the long post guys.


Thanks

EDIT:

BBQM from today for reference:

http://www.thinkbroadband.com/ping/share/1939b392e10...


Speedtest, wired, Macbook Pro mid-2015 using official apple thunderbolt to ethernet adapter. (1gbps) connected to Superhub2ac in modem mode:

http://www.thinkbroadband.com/speedtest/button/14866...

Edited by nidstigator (Thu 09-Feb-17 22:30:16)

Standard User 23Prince
(experienced) Fri 10-Feb-17 00:46:01
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
In a short reply.

Get used to it.. People fight for years with VM and get no where. Their own forums tell you that.
Standard User ukhardy07
(knowledge is power) Fri 10-Feb-17 00:50:39
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Contact their executive team they're very helpful.

PM me if you need details and I can dig them out.

I had congestion, never fixed but I got a discount to make it half the price. I then eventually moved away from Virginmedia and they waivered the termination fees.

Edited by ukhardy07 (Fri 10-Feb-17 00:50:54)


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Administrator MrSaffron
(staff) Fri 10-Feb-17 09:35:22
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
http://blog.thinkbroadband.com/2017/02/speed-test-qu...

Nothing to do with high or low speeds, but looking at the quality metrics, the more people who test the better it gets at showing good versus bad areas. We know other testers show higher numbers, but also understand why they do, but our philosophy is to run a speed tester that more reflects what people are seeing.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Daemon66
(member) Fri 10-Feb-17 10:07:00
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
From your BQM it doesn't look like a classic overutilisation/congestion issue, those typically fill the graph with yellow.
You clearly do have a line issue though, my guess would be some kind of interference. My suggestion is to try VM's community forums rather than the phone help, a lot of people get more success resolving things like this on there.
Standard User nemeth782
(committed) Fri 10-Feb-17 10:31:27
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Can you post a picture of the downstream channels page showing power levels and SNR?
Standard User Ignitionnet
(knowledge is power) Fri 10-Feb-17 10:38:15
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Re: Virginmedia denying overutilisation- looking for advice


[re: Daemon66] [link to this post]
 
In reply to a post by Daemon66:
From your BQM it doesn't look like a classic overutilisation/congestion issue, those typically fill the graph with yellow.
You clearly do have a line issue though, my guess would be some kind of interference. My suggestion is to try VM's community forums rather than the phone help, a lot of people get more success resolving things like this on there.


Downstream congestion on one of VM's vendors looks like the OP's graph. It's upstream that tends to fill the graph with yellow and spike the blue.
Standard User ukhardy07
(knowledge is power) Fri 10-Feb-17 10:46:54
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Re: Virginmedia denying overutilisation- looking for advice


[re: Daemon66] [link to this post]
 
In reply to a post by Daemon66:
From your BQM it doesn't look like a classic overutilisation/congestion issue, those typically fill the graph with yellow.
You clearly do have a line issue though, my guess would be some kind of interference. My suggestion is to try VM's community forums rather than the phone help, a lot of people get more success resolving things like this on there.
Mine looked just like this one when I had congestion issues. VM take a few months to actively log the area as "high utilisation which is service affecting." Meanwhile, they try to deny any congestion exists... Once the area is identified they begin offering discounts etc.
Standard User nidstigator
(newbie) Fri 10-Feb-17 12:11:22
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Re: Virginmedia denying overutilisation- looking for advice


[re: nemeth782] [link to this post]
 
Power and SNR levels:

https://www.dropbox.com/s/ktjhdate984nrol/Screen%20S...
https://www.dropbox.com/s/dfuzv9i771bb5mq/Screen%20S...

Thanks
Standard User nidstigator
(newbie) Fri 10-Feb-17 12:12:30
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Re: Virginmedia denying overutilisation- looking for advice


[re: Daemon66] [link to this post]
 
My upstream speed are not affected throughout the day- consistently get 16-20mbps. It's the downstream that dies gradually during night time.
Standard User Ignitionnet
(knowledge is power) Fri 10-Feb-17 12:23:54
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Those are fine, and do not indicate SNR issues either. I do however suspect you're on an area that's waiting for its upgrade to support extra channels.

Certainly looks like the node is running hot.
Standard User nidstigator
(newbie) Fri 10-Feb-17 14:11:16
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Re: Virginmedia denying overutilisation- looking for advice


[re: Ignitionnet] [link to this post]
 
Yes, however, they are saying the area is fine and does not suffer from any oversubscription or downstream congestion.

The 'network upgrade' by march excuse was merely mentioned to shut me up.
Standard User adslmax
(knowledge is power) Fri 10-Feb-17 15:45:14
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
I had congestion with virgin media in 2013 October till 2014 February, never bothered to get it fixed but then eventually left VM and they waivered the termination fees. I joined FTTC in February 2014 and much even better than VM.
Standard User roughbeast
(member) Fri 10-Feb-17 18:53:23
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
I suggest you post your problem here giving as many details as you can. This is the official help forum populated bt VM reps who can help diagnose your problem and generate tickets.

http://community.virginmedia.com/t5/Broadband/ct-p/B...

You might join forces with this guy.

http://community.virginmedia.com/t5/Speed/virgin-med...

Virgin Media: 300Mb/20Mb , land line, mobiles x4, TV - VIP HD box + TIVO 1Tb box. Superhub3 in modem-only mode. Using RT-N66U router.

Edited by roughbeast (Fri 10-Feb-17 19:32:18)

Standard User arronlowley
(regular) Fri 10-Feb-17 19:24:28
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Re: Virginmedia denying overutilisation- looking for advice


[re: Ignitionnet] [link to this post]
 
i just left vm for this reason, when i call them they tell me nothing is wrong, forum team tell me that at peak time area usage is at 80% but its not enough to be congestion...

i drop from 300 to less than 100 most nights.

i cancelled my new contract, connected now with sky who are much more stable.
Standard User 23Prince
(experienced) Fri 10-Feb-17 19:32:19
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Re: Virginmedia denying overutilisation- looking for advice


[re: arronlowley] [link to this post]
 
In reply to a post by arronlowley:
i just left vm for this reason, when i call them they tell me nothing is wrong, forum team tell me that at peak time area usage is at 80% but its not enough to be congestion...

i drop from 300 to less than 100 most nights.

i cancelled my new contract, connected now with sky who are much more stable.


Cable to FTTC always gives that result.
Standard User nidstigator
(newbie) Fri 10-Feb-17 23:25:26
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Re: Virginmedia denying overutilisation- looking for advice


[re: roughbeast] [link to this post]
 
I have tried posting here:

http://community.virginmedia.com/t5/Speed/Extremely-...

The forum moderators currently get back to people within 2-3 weeks of posting. Any replies from me would kick me back to the end of queue again.
Standard User ukhardy07
(knowledge is power) Sat 11-Feb-17 01:07:37
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Re: Virginmedia denying overutilisation- looking for advice


[re: arronlowley] [link to this post]
 
An area is only considered "high utilization which is service affecting" when peak usage is 95% or above. At least that is what I was told.

My area was 96% and I would get 0.5Mbps single thread and 2Mbps - 10Mbps on a multi threaded Speedtest.

BT infinity and TalkTalk for me have always been full speeds 24/7. Congestion is very rare on the providers outside of Virginmedia.

Edited by ukhardy07 (Sat 11-Feb-17 01:08:05)

Standard User 23Prince
(experienced) Sat 11-Feb-17 09:40:58
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Yay for vivid 200!

http://www.thinkbroadband.com/speedtest/results.html...

Got the big red warning box as well.

Even on S.net using VM's own servers 100 is a dream for a few seconds before it falls over again.

Still it is nearly 10am on a Saturday, How dare the customer expect to get anywhere near the speed - ever.

Sister is really considering just sticking with the FTTC she is in her 30 days notice on - so far she's got nothing above about 80 from what I can see anyway.

Edited by 23Prince (Sat 11-Feb-17 09:47:27)

Standard User Chrysalis
(legend) Sat 11-Feb-17 10:11:42
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
The ASA has been pointed to this thread (and others), sadly tho I think my claim will be rejected as the current guidelines VM only need 10% to hit the speeds nationwide which they achieving. However it is a numbers game, if the ASA got swamped then it might trigger some kind of review on what is acceptable.

Sky Fibre Pro BQM - IPv4 BQM - IPv6
Standard User 23Prince
(experienced) Sat 11-Feb-17 12:22:35
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Re: Virginmedia denying overutilisation- looking for advice


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
The ASA has been pointed to this thread (and others), sadly tho I think my claim will be rejected as the current guidelines VM only need 10% to hit the speeds nationwide which they achieving. However it is a numbers game, if the ASA got swamped then it might trigger some kind of review on what is acceptable.


Thanks. I appreciate you doing that. My sister can just call up and cancel (or drop the internet) if she needs to - it's only been in a few days.

It is a shame, but they have now (imho) one decent TV service, so it's not the disappointment as I expected.
Administrator MrSaffron
(staff) Sat 11-Feb-17 14:03:40
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
Virgin Media are endorsing a move towards average speeds in understanding based on some recent things they've said

As most providers will use the SamKnows system which is effectively endorsed by Ofcom then where those units are located and whether they are in or out the poor performance areas is key.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User nidstigator
(newbie) Sat 11-Feb-17 14:37:43
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Re: Virginmedia denying overutilisation- looking for advice


[re: roughbeast] [link to this post]
 
Hey man,

Thanks for responding to my post on their forums. Hopefully some mod will pick it up soon and I will have confirmation about the issue in writing...

I added more details to my post last night. Don't really have high hopes but who knows!
Standard User 23Prince
(experienced) Sat 11-Feb-17 17:41:33
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Re: Virginmedia denying overutilisation- looking for advice


[re: MrSaffron] [link to this post]
 
They should send my sister one then! - that will help them decide

Even my area is bad, and it's about 60M away from her
Standard User nidstigator
(newbie) Sun 12-Feb-17 12:36:28
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Still no response from any forum mod over at the virginmedia forums...
Standard User arronlowley
(regular) Sun 12-Feb-17 14:22:11
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
honestly mate they dont care about your issue, they dont help anyone, they give false promises, legally youre aloud to leave, but you have to give all the evidence you can.

virgin is the worst isp in the uk period, everyone knows it.

Edited by arronlowley (Sun 12-Feb-17 14:22:21)

Standard User nidstigator
(newbie) Sun 12-Feb-17 19:11:26
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Re: Virginmedia denying overutilisation- looking for advice


[re: arronlowley] [link to this post]
 
I don't know how I fell for it. Looking at their website measuring average speeds during peak times and all the other stats made me think they're good.

I guess I should have made more research before signing this 12 month contract.
Standard User arronlowley
(regular) Mon 13-Feb-17 18:06:14
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
i was with them for 12 months, i only started to get issues in the last month of being with them, so when my contract was up i left.
Standard User Chrysalis
(legend) Tue 14-Feb-17 02:39:32
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Re: Virginmedia denying overutilisation- looking for advice


[re: MrSaffron] [link to this post]
 
its a system easy to fool when its nationwide and they over provision speeds so the tests that are uncongested drag the average up.

Now it would be interesting if it was average for the area.

Sky Fibre Pro BQM - IPv4 BQM - IPv6
Standard User 23Prince
(experienced) Tue 14-Feb-17 09:59:20
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Re: Virginmedia denying overutilisation- looking for advice


[re: arronlowley] [link to this post]
 
In reply to a post by arronlowley:
i was with them for 12 months, i only started to get issues in the last month of being with them, so when my contract was up i left.


You were lucky friend. My sister rang me earlier to say how she is annoyed that the broadband is slow. Considering it was a fresh install as well you would have thought it would be preforming right. In reading the front page article I can see she is configured at 230 Mbps down and 12 Mbps up so in theory that's all good.

What frustrates me personally having spent a hour or so playing with it that it used to be good broadband rubbish Tivo and TV - and now it's the other way round!.

I can't fault this new Tivo - but even when I remote in and run tests the results are off putting. Last night I got 42mbps - just now 101 if I use a VM based server or 80 if I use somewhere like maidstone Custodian Data Centre,

She is going to keep it because most of the time it does what it says - in the evenings 4K from her IPTV buffers on the VM line (does not on her current BT line) so the savour is the tivo and the TV service.

In 12 months time - who knows. I guess for what you get the price is OK - but if the Broadband keeps on suffering she is going to ask for a discount until it's back to full speed - if that's not being too cheeky
Standard User nidstigator
(newbie) Tue 14-Feb-17 10:16:34
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Re: Virginmedia denying overutilisation- looking for advice


[re: 23Prince] [link to this post]
 
Wouldn't mind if i was getting 50-100mbps.
My issues are worse here because we use our HBONOW subscription while here in the UK through a US-based VPN. At night, during the congestion (speedtest shows 4-8mbps), when connecting through VPN, the connection speed and latency are comparable to Dial-up (no joke). impossible to stream anything over the connection while connected through VPN.

The other issue is gaming, as everyone sees from the BQM I posted, the packet loss increases significantly and the minimium latency also increases. I get 2-3 bars of latency during night time compared to 4 bars in the morning on Battlefield 1.

Basically, the connection is completely useless for me in its current state. £50/month down the drain.
Standard User nidstigator
(newbie) Tue 14-Feb-17 13:01:48
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
Update regarding this:

On the phone with virginmedia, they say any fault that's been referenced to this issue in my area is closed. And I shouldn't have been having this issue.
When asked what to do, they mentioned the raising a ticket to 2nd/3rd line support bull*** aagain.

This is crazy.
Standard User 23Prince
(experienced) Tue 14-Feb-17 15:46:26
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Re: Virginmedia denying overutilisation- looking for advice


[re: nidstigator] [link to this post]
 
It's totally insane mate I am wondering what I should advise her to do. I don't want the whinge when it goes wrong and with VM we know it will
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