Virgin broadband worse than it was in my old flat - any ideas?

greenspark

Hi all

I'm normally a fairly chilled person but I'm in a right mood at the moment, techy issues are not really my thing...

I got Virgin phone and broadband installed a week ago at my new (rented) flat. Since then I haven't been able to watch or listen to BBC iplayer, which I normally use a lot as I don't have a tv. It plays for a while (sometimes minutes, sometimes seconds) then freezes with the little timer circle whirring, or just brings up a message saying 'insufficient bandwidth to stream this programme'. It's basically unwatchable - today it's happening every few seconds.

I've tried a number of things from Virgin's troubleshooting tips:

- changing the channel a couple of times (whatever that is)
- restarting everything
- downloading Virgin's 'speedbooster'
- attempted to use a cable rather than the usual wireless but they've never worked very well on my laptop (I think the socket is a bit wobbly)
- swearing a lot
- calling customer services but spent ages on the phone, most of the time on hold and didn't have any luck when I got through, they said the speed was fine and didn't really have any suggestions except possibly upgrading (I'm currently on the 10mb L package)

I don't want to pay more and upgrade because
a) I don't know if it'll solve it
b) I had exactly the same package for the last few years at previous addresses and was always able to watch iplayer fine using wireless, so it would be very annoying to have to pay more for the same result.
c) I'm in a one-room studio flat with one laptop, I don't do anything like downloading movies or playing games, and the Virgin site seems to suggest that my current package is suitable for my sort of usage

Basically two questions to anyone who knows about these things:

Any suggestions as to how I can get my dear old iplayer back without it costing extra?

I've only been connected for a week and don't feel like I'm getting what I'm paying for, but it's a 12 month contract - is there any way of leaving Virgin without it costing a fortune? Would the fact I'd been with them in my last place for over a year have any advantages in terms of being able to leave early (possibly clutching at straws there..?)

I'd only want to leave as a last resort as my previous few years with Virgin have been good, but I seem to be up against a brick wall with this one.

Thanks very much for any help

greenspark

PS - apologies for such a shockingly long post! :eek:

jem16

greenspark wrote: »

they said the speed was fine and didn't really have any suggestions except possibly upgrading (I'm currently on the 10mb L package)

What speed are you actually getting?

Use this site to check.
http://speedtest.net/

iniltous

Did you have VM 'cable' broadband in your old place and is it VM cable in your new place ?, it could be that you had VM cable, and now have VM 'national' broadband which uses BT's external line plant so the distance from the exchange is the main factor in what speed you will get and if that is the case you may not get the service you were used to, if you had cable and still have cable then you need to report the problem to VM

greenspark

Hi

Thanks for your replies.

I've just tried the speedtest thing twice, about a minute apart- it says

First try
Download 1.63mb/s
Upload 0.72mb/s
Ping 89ms

Second try
Download 9.43mb/s
Upload 0.92mb/s
Ping 42ms

Not sure what those results mean!

I was on cable in my last place and am pretty sure I still am in the new place, it's not using a phone socket just the same modem I used before with a thick white cable coming from outside.

The helpline just seemed to say my speed looked fine their end and that the 'insufficient bandwidth' message maybe meant I should upgrade.

I've been trying to find an email address for their customer services as I think it might be easier (and quicker!) to spell out the problems in writing, but I can only find a phone number.

jem16

greenspark wrote: »

Hi

Thanks for your replies.

I've just tried the speedtest thing twice, about a minute apart- it says

First try
Download 1.63mb/s
Upload 0.72mb/s
Ping 89ms

That's dire.

Second try
Download 9.43mb/s
Upload 0.92mb/s
Ping 42ms

That shows you are getting the correct speed.

Not sure what those results mean!

I would try the speedtest at different times of the day. See if it's any different in the evening especially. Keep a note of the results which you can use to show Virgin.

I was on cable in my last place and am pretty sure I still am in the new place, it's not using a phone socket just the same modem I used before with a thick white cable coming from outside.

That's definitely cable.

The helpline just seemed to say my speed looked fine their end and that the 'insufficient bandwidth' message maybe meant I should upgrade.

10Mb should be more than enough for iPlayer. I have around 6Mb on ADSL and can use iPlayer with no problem.

I've been trying to find an email address for their customer services as I think it might be easier (and quicker!) to spell out the problems in writing, but I can only find a phone number.

I suggest you post on their Support forums. You should get the help you need there.

http://community.virginmedia.com/

greenspark

Thanks jem, I've just posted in the Support forum, and will try the test a few more times.

Out of interest, does anyone know whether if I did upgrade to the 30mb package (as a not very MSE last resort) would that completely resolve the problem or might it not be the answer?

jem16

greenspark wrote: »

Thanks jem, I've just posted in the Support forum, and will try the test a few more times.

Let us know how that goes.

Out of interest, does anyone know whether if I did upgrade to the 30mb package (as a not very MSE last resort) would that completely resolve the problem or might it not be the answer?

The BBC advises a speed between 500kb and 1.5Mb or 3.5Mb for HD programmes so you have more than enough at 10Mb.

http://www.broadbandchoices.co.uk/watching-tv-online-v2.html#3

spike7451

You need a service tech out to check the signal levels,sounds to me like you may have low signal levels which can be caused by a lot of things.For one,where your cable is connected to the white box on the wall,if you look at the connection,are the two or just one visable? (see pic)
It could be that the installer has connected you to the wrong port as on the old ones,one of them was for FM Hook Up & I'll bet he didn't check the signal levels & return/forward path either....Other causes are bad F connections,faulty splitters,damaged & kinked cable,the bends too tight in the cable,loads of things.
As you only got it installed a week ago,it'll be classed as an early life fault or seven day fault so VM should really send a service tech out.

greenspark

Thanks Spike, much appreciated

I've checked the white box, it's an ntl one and there's 2 holes but one is sealed off, so there's just one in operation which has the cable in it.

The VM helpline didn't suggest sending anyone out, they just seemed to think there wasn't a problem and everything was working okay, but it would be great if they could send someone out who'd be able to sort it. Do you have to specifically request/push for a visit..? It didn't sound like they were likely to offer it and they've got me tied into a year long contract so they've not got much burning need to make sure I'm happy with the service as I don't think I can leave.

I've just tried the speednet tests again three times over half an hour, not sure what good results should look like but these don't look very impressive

First try
Download 0.12mb/s
Upload 0.84mb/s
Ping 42ms

Second try
Download 1.01mb/s
Upload 0.99mb/s
Ping 89ms

Third try
Download 0.68mb/s
Upload 0.69mb/s
Ping 135ms

jem16

greenspark wrote: »

I've just tried the speednet tests again three times over half an hour, not sure what good results should look like but these don't look very impressive

First try
Download 0.12mb/s
Upload 0.84mb/s
Ping 42ms

Second try
Download 1.01mb/s
Upload 0.99mb/s
Ping 89ms

Third try
Download 0.68mb/s
Upload 0.69mb/s
Ping 135ms

With those speeds, something is not right and I wouldn't be accepting it. Quote them the figures and insist on an engineer.

What did the Support forum say?