Virgin Media slow - They can't find problem

[Aruffell]

Am on the XL 20mb service and i know about computers and networking.
I'm using the little black virgin 256 modem and currently have taken the router out of the equation and plugged straight into the modem.
I have 3 computers and a laptop and an iPhone all experiencing problems.

The story so far:

First point of contact (18th January) i was fobbed off with an excuse that it must be my computer, but if i keep experiencing less than half the speed of which i pay for, then i should keep contacting Virgin Media so that they can build up a case.

Second point of contact was the next day (19th January) where we went through all of the same procedures as the day before, but this time i was told that my computer must have a virus or spyware/adware. I told the support technician that the laptop i have in front of me has only had Windows installed for around a week and is NO WAY it has a virus or spyware. I was told to hang up and do a spyware check and then ring back with my findings.

I told the technician that a spyware check would take around a minute due to the amount of applications installed was minimal, he made it very clear that i needed to ring back and i was fobbed off again.

Third point of contact i was hung up on after 22 minutes and then after speaking to abby in india, he couldn't find a problem and has scheduled a call back for tomorrow after 2. What good is that???

So stats and pretty pics for you:

Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 5.2 dBmV
Downstream SNR : 36.6 dB

Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 34000000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 40.0 dBmV
Upstream Mini-Slot Size : 2

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

So from this, can anyone see anything wrong? I can see my max downstream and upstream data rates to be correct for the 20Mb XL service but the following screenshot will show otherwise:

The following shows an average ping which is still showing over 30ms so must be there end:

The following is a netstat -a to show that i not got many established connections so no problem there:

The following is to show a simple tracert to bbc:

So can anyone identify the problem as all i get from Virgin are excuses and call backs.

Apparantly the UBR isn't overloaded and they can't see any problems.

Anyone got any ideas?

Thanks,

Andy

 

[Infamous786]

Ask VM to send you a new modem?