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Paying for 10mb getting 0.3!
Osusana
Posts: 7,510 Forum Member
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Been with VM for 8-9 years and no problem until last few weeks. First noticed when trying to watch a vid on you tube - only get a 1-2 seconds and then it buffers - takes 20-30 mins to download a 6 minute clip?:eek:
Doen a few broadband speed tests and consistently getting 0.3mb download and 0.4 upload speeds! That's on the PC, slightly less on my laptop via the router.
Rang them - they say wireless router at fault (linksys) and send me one of theirs (D link).
Now - got friend to help as I am tech illiterate but the new router keeps insisting that the internet cable is unplugged and will not set up (it isn't). My internet will only work if the linksys router is connected to the cable modem and then the PC.
Basically - the ethernet cable when connected directly (bypassing the router) from the VM cable modem to my PC, laptop or friend's laptop does not provide any internet
Before I go into battle with VM when I get home from work - can anyone advise me if (as my friend thinks) - this is a VM/cable modem problem and nothing to do with my router?
Another annoying thing is that I am on a very old price deal where I was paying £25 per month for 10mb - they have graciously reduced that to £20 (big of them) - should I just think about getting another provider?
Sorry for the long post - I'd be grateful for any advice.
Doen a few broadband speed tests and consistently getting 0.3mb download and 0.4 upload speeds! That's on the PC, slightly less on my laptop via the router.
Rang them - they say wireless router at fault (linksys) and send me one of theirs (D link).
Now - got friend to help as I am tech illiterate but the new router keeps insisting that the internet cable is unplugged and will not set up (it isn't). My internet will only work if the linksys router is connected to the cable modem and then the PC.
Basically - the ethernet cable when connected directly (bypassing the router) from the VM cable modem to my PC, laptop or friend's laptop does not provide any internet
Before I go into battle with VM when I get home from work - can anyone advise me if (as my friend thinks) - this is a VM/cable modem problem and nothing to do with my router?
Another annoying thing is that I am on a very old price deal where I was paying £25 per month for 10mb - they have graciously reduced that to £20 (big of them) - should I just think about getting another provider?
Sorry for the long post - I'd be grateful for any advice.
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Have you tried plugging the router into another PC, maybe a laptop were the ethernet port is definately working. Don't forget to reboot the modem when changing the device connected to the modem. Also have you tried a different cable betweeen the modem and PC.
If you have done all those then yes, the problem is with the VM side of things.
The reason your modem isn't working when plugging it into things other than your linksys router is you have to powercycle it when changing what it's connected to.
i.e. disconnect from linksys router, turn off modem (pull out power cable), wait 20 seconds, power up cable modem (plug power cable back in), let it stabilise then connect it to the new hardware.
Yes thanks ,tried all those things - 3 different cables that we know work and we rebooted the modem each time.
Thank you too - yes we did those things. Seems like it is definitely VM.
I've given up with the phones now and am trying the email route. Annoyed beyond belief. Our BB is good for basic web browsing, so long as there's no heavy flash or gifs or vids. It's been spot on for 7 years and now we can't seem to get anyone's attention for proper help:( If they chuck us a new modem I'm screwed, I wouldn't have a clue how to install it.
My friend has the full Virgin package and when he has a problem - an engineer comes out pronto, so that's what I am going to ask for if it is not sorted.
I am pretty tenacious and assertive - so it WILL get it sorted or I'll stop my direct debit with notice, so that should concentrate their minds:D
Come rage on my behalf please:D
Hopefully, they'll get back to us today... or before the new year:cry... 2012...
Modem is very simple to install. You unplug the old one and plug in the new one. Three connectors. Mains power, one co-ax cable with screw on f-type connector and ethernet connector going to your router.
You may need to call Virgin when you make the switch over and give them the MAC code of the modem (its printed on the modem and the box) for them to activate it.
BTW, I hear that getting support via virgin twitter team gives quick results, most likely because it is manned by UK agents.
Thank you, I'll keep that in mind if the email people don't get back to me:)
Also look at contacting the Twitter team thet are usually very helpful
Boo - I don't use twitter, nor do i want to. I'll try conventional routes first
Always found his office to be extremely helpful if you have no joy with customer services.
The old modem did have NTL on it and was around 8 years old. Must have been just that - BUT I do have Avast on my desktop and curiously getting faster speed on my laptop (AVG) via the router than on the desktop. Off to uninstall Avast and put AVG on.
Don't do that! Avast is much better than AVG. If you really want to change, try Microsoft Security Essentials (MSE).
If you have any more issues with VM, you might like to try their support forum at http://community.virginmedia.com/ (if you haven't done so already). Many people find it more effective than the telephone help line.
Yes - thanks. The second guy I spoke to noticed straight away that age of the modem and said it was not worth trying anything else until I had that.
Took Avast off the desktop and now got 10.8MB on that.
Put AVG on but I'll try MSE when I get the chance
fenlander, what you have posted has exactly mirrored my experiences and recommendations. VM's telephone support will only provide the most basic help from operators in either India or South Africa. VM to have some very helpful and knowledgeable people out there, it's just a matter of being able to contact them.
We're considering upgrading to 20mb now, just so that the next time they say it's our router, we can point out that it's their router.
If you upgrade and they install a Superhub then no one can blame the router due to the modem and router being combined in a single unit.:D
It's an old NTL 200.
And yes, that's the plan:o:D
I suspect that VM had done something at their end to lower my speed as i am a high volume user.
Thing is, we aren't and we've had excellent speed for years. It just changed in November, out of the blue.
tbh, even though it's been checked and vetted, I have started to think there is something wrong with the router that no one's caught. Oh well, I'll see how this goes next week.