Broardband help please only getting 1/2 meg when should have 10 Virgin Media - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

Broardband help please only getting 1/2 meg when should have 10 Virgin Media

*roosterpots* Avatar
7y, 5m agoPosted 7 years, 5 months ago
Crackling phone line :(
well
vm came out last week and replaced the cable running from the house to the CATV point at the end of my garden and modem reading signal strength between -7.2 to -9
does anyone know any sites where i could get any info from etc

btw i have a brand new pc and its not wireless

im at my wits end as ive had problems throughout my 20 month contract with vm

thanks all and rep for advise :)
Other Links From Virgin Media:
*roosterpots* Avatar
7y, 5m agoPosted 7 years, 5 months ago
Options

All Comments

(68) Jump to unreadPost a comment
Comments/page:
Page:
#1
The BB does not come down the phone line for virgin. It comes down a separate co-ax cable.
#2
Chiptivo;5501868
The BB does not come down the phone line for virgin. It comes down a separate co-ax cable.


Virgin do offer ADSL broadband
#3
RedIron
Virgin do offer ADSL broadband


this

they havnt laid cables everywhere you know
#4
i know, its a splitter from tv but ive been on the phone to them and they keep arranging things then dont turn up after ive waited in all day :(
do you know if there are any like DIY sites i can do to improve my speed??????
#5
RedIron
Virgin do offer ADSL broadband



Not at 10 meg they don't.
#6
:giggle:
1 Like #7
try uniblue software speed up my pc

torrent*cough*
#8
no seriously, is there anything I can do?????
1 Like #9
*roosterpots*;5501905
i know, its a splitter from tv but ive been on the phone to them and they keep arranging things then dont turn up after ive waited in all day :(
do you know if there are any like DIY sites i can do to improve my speed??????


You can log onto the modem


http://192.168.100.1

user = root

password = root

Check the file version and speed states. It may be only setup for 0.5meg
#10
*roosterpots*;5501917
no seriously, is there anything I can do?????


Do you use twitter?
#11
right now im getting
-7.6 dBmV
#12
Chiptivo
You can log onto the modem


http:\\192.168.100.1

user = root

password = root

Check the file version and speed states. It may be only setup for 0.5meg


already have it saved to favourites :)
#13
[url]www.broadbandspeedchecker.co.uk[/url]
#14
SunTzu
Do you use twitter?


nope :-(
1 Like #15
*roosterpots*;5501940
nope :-(


Shame, it's worth signing up because http://twitter.com/virginmedia is the place to get this sorted. Trust me :thumbsup:
#16
thank you :thumbsup:
#17
how do i get past 514000 bits/sec (0.5meg)
#18
They might be throttling you.
#19
electriclinux
They might be throttling you.


http://4.bp.blogspot.com/_dwx6jJLoLVo/SXLH62M4yqI/AAAAAAAABSE/uUIWNQdAG0M/s320/HomerStranglesBart1.gif

Seriously tho, this could be the case although 10mbit under traffic management would reduce to 2mbit.

If you're having this many problems, just call Virgin?
1 Like #20
this is adsl line

not sure iif it will help

Dear Customer,

Thank you for your recent contact with us describing your dissatisfaction with the speed of your Virgin Media Broadband service. Before we can escalate this further we firstly need you to complete the below steps. Once we are confident that the problem does not sit with the equipment you are using, or the internal set up (that's stuff like your ADSL filters, extension cables and phones), or a potential problem with the physical 3rd party voice line/connection (some areas of the connection are outside of Virgin Media's ability to resolve) we will be happy to escalate this further and hopefully resolve the issue.


We would suggest that you work through this email step by step as outlined below. On completing each section you can try the connection again, although be aware you may not see a result instantly. If you have not noticed a positive change within 24 hours, then move on to the next section; remember though, if you "undo" any changes made in the previous section, complete that section again before moving on - it's about eliminating all possibilities!

By the way, the tick boxes below are just for you to keep up with what you've done, no information is sent to Virgin Media by ticking them!


Section 1 - PC/Software Related

Before completing the below please see the minimum PC/Apple Mac requirements for Virgin Media broadband. These can be found by clicking here.

Once you have confirmed that your PC/Apple Mac meets the minimum requirements please continue to the below questions to establish whether the fault lays with your PC/Apple Mac or possibly with the Virgin Media broadband connection.

1) Is your PC/Apple Mac generally slow? Yes/No


If the answer to the above question is YES then we would suggest you go through to our Online Chat so one of our technicians can check the PC basics. A slow PC/Apple Mac can cause an internet connection to appear slow - an internet connection can only perform as fast as a PC/Apple Mac will allow.

All done?


2) Have you performed a full Spyware and Virus scan on the computer? Yes/No


There are many programs available to protect you from Spyware and Viruses. We would suggest that you complete a full system scan on all computers connected to the internet before going any further. If you are using our PCGuard software you will find this product includes protection against both.

All done?


3) Have you deleted your temporary internet files, cookies and history? Yes/No

For instructions on doing this please use http://support.microsoft.com/kb/260897

All done?

4) Use the tool "msconfig" and untick all running programs that start on boot.

For instructions on doing this please use http://support.microsoft.com/kb/310560



Please note, once you have tested the connection with everything from msconfig un-ticked, please follow the steps in the link above to enable all of the programs again.

All done?


5) Uninstall any P2P (Peer to Peer) software

Peer to Peer software can slow an internet connection as it can often upload/download or shares files in the "background" so you might not necessarily be aware that many large files are being shared, therefore slowing your whole internet experience. We can suggest that you remove such software, however we can not be held responsible for any lost or damaged files that you have previously shared (should this happen during removal).

For instructions on doing this please use http://support.microsoft.com/kb/314481 (for PC) and http://docs.info.apple.com/article.html?path=SystemImageUtility/10.5/en/c1os10.html (for Apple Mac).
All done?


If you experience any problems following the above instructions, if you have any questions or if you would like any further assistance then we would suggest that you use the Online Chat, where one of our technical support agents will be able to explain anything you need to know.


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.


--------------------------------------------------------------------------------


Section 2 - Hardware

1) Number of PCs connected

You may be lucky enough to have more than one PC or Mac within your property, however if more than one of them is connected at the same time, the bandwidth has to be shared out between them all - causing things to slow down! For the duration of your testing, we would advise that only one PC or Mac is connected and online. This includes any games console that connects to the web as well (PS3, Xbox, Wii etc).

All done?


2) Your modem or router

Whenever possible, try the connection using the Speedtouch 330 modem that may have been supplied to you in the 'Virgin Broadband Starter Kit', this is because the modem saves the hassle of disabling your wireless connection and plugging/unplugging ethernet cables.


If you are unable to use a Speedtouch 330 modem, and connect via a wireless router instead, please ensure that either the wireless network is security enabled or that the wireless signal is disabled altogether. If you need any help with this, either consult the manufacturer, or contact us using our Online Chat.

All done?


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.


--------------------------------------------------------------------------------


Section 3 - Internal Setup

The way you have things setup in the house can have a big effect on what speeds come through to you. Below is a little list on what you need to check for the internal setup. So, can you please ensure you;


1. Swap the ADSL filter attached to the modem/router.

2. Remove anything you have connected to any phone socket in the house (phones, sky TV, fax machines etc).

3. Remove any extension cables that may be between the modem/router and phone socket.

4. If there is any electrical equipment near your modem/router, turn it off - remember not to just put it into standby!

5. Plug your modem/router into the BT Test Socket, if you don't have one, don't worry, just use the Main Socket!


If you need some help identifying the test socket, click here


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.


--------------------------------------------------------------------------------


Section 4 - Testing the speed

OK then! As you've done all of the above, we're well on the way to pinpointing the cause of the problem, and it would suggest that the problem does not lie within your house. The next step is to perform some tests to see what speeds you are actually receiving - different people have different perceptions on what is 'slow'.


Firstly, here is a little indication on what BT, and ourselves, consider acceptable speeds for the different packages you may be on;


100kps or more - acceptable on 512kbps products

200kbs or more - acceptable on 1Mb products

400kbs or more - acceptable on 2Mb, 4Mb & 8Mb products


There are many independent speedtest websites out there, however we will need you to perform your speedtests using the website http://speedtester.bt.com/. The website will ask you for your telephone number, you will need to ensure that this number is the line that you have Virgin Media Broadband on (including area code). Shortly, it will then ask you for your 'username', don't worry, this is just your Virgin username (the one with [email protected]' on the end of it). A speedtest will then be performed on your line, make a note of the results for future reference.


You will need to perform at least 6 of these tests at different times of the day (morning, afternoon and evening) so that we can see if there is any pattern to the test results. If you have any problems performing these tests, come back to our Online Chat and we can help.


IMPORTANT: Please do not continue onto the next section until you have completed all of the above instructions. If you have not fully completed these we will be unable to raise this issue any further for you.


--------------------------------------------------------------------------------


Section 5 - What now?

Once you have worked through the email, you would have eliminated several possible causes of your slow speed problem. If the connection still remains to be slow after this, you would need to contact us so that we can escalate the issue further. To do this you would need to contact our Technical Support Team on 0845 454 2222 and we can take it from there.



Please keep a copy of your email reference number so that you can quote it to the guys when you call us.


If you need any further assistance please contact us again, visit the following address
http://www.virgin.net/helpme, or try our new Virgin Media Remote Assistance and online support here.

Many Thanks
Virgin Media National


For technical support, help and advice on older Windows and Macintosh Operating Systems please use our online resource at http://www.virgin.net/helpme.
Virgin Media National - broadband and phone for all - [url]www.virgin.net/allyours/broadband/[/url].
Customer help and services
Broadband Forgotten password Help Internet access My account Package change Webmail
About Virgin Media Advertise With Us Affiliates Careers Contact Us L [snipped by DBA for length]
banned#21
what are the other levels with your modem
power levels for up and down stream and downstream snr

If -7.2 to -9 is your downstream power level thats most likely the cause and you'll need an engineer
banned#22
ask for a proper modem rather than a splitter from the tv box
#23
thanks for all the advise guys, ive had numerous engineers out and they said the cable needed replacing but they have done the cable from my wall to the end of the garden and thats it, its exactly the same as before :(
banned#24
*roosterpots*;5503923
thanks for all the advise guys, ive had numerous engineers out and they said the cable needed replacing but they have done the cable from my wall to the end of the garden and thats it, its exactly the same as before :(

I'm guessing you have an old style digital box and just run a cable from that direct to your pc?

I thought this method had speed restrictions but not sure.
#25
*roosterpots*;5503923
thanks for all the advise guys, ive had numerous engineers out and they said the cable needed replacing but they have done the cable from my wall to the end of the garden and thats it, its exactly the same as before :(


In which case, you cancel the service explaining you're getting nowhere near what you're paying for. It's their cable, their equipment and their responsibility.
#26
csiman
I'm guessing you have an old style digital box and just run a cable from that direct to your pc?

I thought this method had speed restrictions but not sure.


Yep, Internet access via the STB has a limit of around half a meg (from memory).

However, if he's paying for a 10Mbit connection, they would have supplied a modem for the job.
banned#27
Xb0xGuru;5504015
Yep, Internet access via the STB has a limit of around half a meg (from memory).

However, if he's paying for a 10Mbit connection, they would have supplied a modem for the job.

see post 5. I read that as using the tv box as the modem.
#28
csiman
I'm guessing you have an old style digital box and just run a cable from that direct to your pc?

I thought this method had speed restrictions but not sure.


its like a splitter thing one goes to the modem and the other to the box, we had it installed oct 07, is there a newer type?:roll:
#29
Xb0xGuru
Yep, Internet access via the STB has a limit of around half a meg (from memory).

However, if he's paying for a 10Mbit connection, they would have supplied a modem for the job.


hes a she lol :p:whistling:
#30
Name
WebSTAR EPC2100R2
Modem Serial Number
2110*****
Cable Modem MAC Address
00:1b:d7:**:*c:*c
Hardware Version
2.1
Software Version
v2.0.2r1256-060303
Receive Power Level
-8.6 dBmV
Transmit Power Level
44.5 dBmV
Cable Modem Status
Operational
banned#31
I'm a little confused here

Can you explain your set up exactly?

Do you have a box on the outside wall that your cables come from?
If so turn the modem upside down and tell me the model please. Should be something like 120/200/250/256

Do you have a cable to the tv, and its split there and then runs to the modem? Or does the cable for the computer actually plug into the tv box?

Is the computer in the same room as the tv?

Is there anything like this fitted to the cables, either just before the modem or tv box?

http://www.dvbjunkieuk.com/images/uploads/Forward_Path_Attenuator.JPG
#32
the cable from the wall goes to a splitter where another cable goes into back of tv and the other cable goes into the modem then to the computer,
yes they are in the same room
am i making sence???
banned#33
well thats a lazy install for a start
The should split at the box not in the room, but it shouldn't affect your speeds that much.

Your power level is wrong but again there isn't anything you can do to fix that it has to be an engineer. I doubt that would cause a 9.5mb reduction in speed.

Are you definately on 10mb? What model of modem is it? It should say on the white sticker underneath - do not post your mac address.

Go to your modem page and check what the speed is

In operation config you should see

Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled


although your figures will be different

When you speak to support have you ever had an english call centre?
banned#34
maybe try it without the splitter. ie. straight from box on wall to modem (assuming connectors fit lol)

is your modem black?
#35
csiman
maybe try it without the splitter. ie. straight from box on wall to modem (assuming connectors fit lol)

is your modem black?


its black, but if i did that then i would have no tv :oops:

on my modem it has the code S/N 21097255 its a scientific atlanta
#36
colinsunderland



When you speak to support have you ever had an english call centre?



no ha ha ha :)
#37
Name
WebSTAR EPC2100R2
Modem Serial Number
211****************
Cable Modem MAC Address
**************
Hardware Version
2.1
Software Version
v2.0.2r1256-060303
Receive Power Level
-8.2 dBmV
Transmit Power Level
44.5 dBmV
Cable Modem Status
Operational
#38
colinsunderland
well thats a lazy install for a start
The should split at the box not in the room, but it shouldn't affect your speeds that much.

Your power level is wrong but again there isn't anything you can do to fix that it has to be an engineer. I doubt that would cause a 9.5mb reduction in speed.

Are you definately on 10mb? What model of modem is it? It should say on the white sticker underneath - do not post your mac address.

Go to your modem page and check what the speed is

In operation config you should see



although your figures will be different

When you speak to support have you ever had an english call centre?


Just a thought - should the OP (who I incorrectly referred to as a he, so apologies :oops:) be able to access similar pages on their DTV box to show up/downstream attn etc? Maybe compare the numbers to that of the modem config to see whether they match (which they should) ?
banned#39
ok what about on the downstream page?


should have something like

Downstream Channel
The data shown in the table below provides information about the signal coming from the network to your cable modem.
Downstream Status Operational
Channel ID 7
Downstream Frequency 339000000 Hz
Modulation 256QAM
Bit Rate 20480000 bits/sec
Power Level 12.0 dBmV
Signal to Noise Ratio 41.6 dB
Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.
Upstream Status Operational
Channel ID 4
Upstream Frequency 41200000 Hz
Modulation 16QAM
Bit Rate 768000 bits/sec
Power Level 34.0 dBmV
#40
lol, ill forgive you :w00t:
whats a DTV box?????

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!