Fair Usage Policy Vivid 200 ?
 

Hello (I just posted this on the Virgin Media support forum too)

This evening I have been getting 1-50 meg on my Vivid 200 connection and 500ms pings. Normally I always get full speed and no ping issues.

I called up technical support on 150 and was told that my download has exceeded some limits and so my connection is being throttled. I explained that I'm pretty sure this only applies to upload, but he said that I had broken the Fair Usage Policy and my account says "the customer is being traffic managed as they have used all of their data allowance".

He was adamant that both my download/upload were now restricted. But also said my general usage was low (e.g. 2 GB yesterday). Apparently there is a work order WO: 37507830 against it. The person I spoke to was called Rapan.

Any ideas whether this is true or he has misunderstood the FUP and actually I just have a fault restricting my download?

Appreciate any advice :)

Re: Fair Usage Policy Vivid 200???
 

https://www.cableforum.co.uk/images/local/2017/04/9.png

Defo something up. im getting a ping of 291ms and that's the furthest server i can get on speednet.. Dunedin in New Zealand ..

Lower Ping should be expected if you are pinging a Uk server..

Local Server 9ms:

https://www.cableforum.co.uk/images/...2017/04/10.png

London 22ms:

https://www.cableforum.co.uk/images/...2017/04/11.png

Getting Traffic managed would affect download/upload speed while throttled but it would not affect your ping.
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Re: Fair Usage Policy Vivid 200???
 

Either he's lied to you or you're on one of the packages that has an actual download cap. Double check you're not on this (doesn't look like you are) and ensure you've not been put on it at some point thinking you were getting a good deal from retentions or whatever.

I'd call up again and speak to someone else.

Re: Fair Usage Policy Vivid 200???
 

Thanks for your replies. Definitely on Vivid 200 and no changes to my package.

Never had speed issues before, but this is really noticeable. On the speed test it sits at 1-2 meg for a few seconds and then spikes up.

https://www.cableforum.co.uk/images/local/2017/04/8.png

Re: Fair Usage Policy Vivid 200???
 

Give someone else a call, I think the FUP excuse is rubbish.

Re: Fair Usage Policy Vivid 200???
 

Are you doing heavy uploading at the same time as the test?

Re: Fair Usage Policy Vivid 200???
 

I wouldn't waste any more time on this to be fair dude. If it has only just started this evening I would give it the benefit of doubt and at the very least wait till tomorrow morning to see if it has been resolved. There are a number of reasons why it could be flaky this evening and the fact that there is a work order in place might indicate some work is going on somewhere which would affect your connection.