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STREAMING GIANT NETFLIX is an established player in Ireland at this stage, but customer complaints regarding its speed on one network seem to be an ongoing cause for concern.
Slow Netflix speeds have been causing customers of Virgin Media (formerly UPC) a deal of consternation in recent times.
Last month, the company said that it was looking at fixing the situation where some of its customers were experiencing slow speeds for Netflix, or in some cases were unable to access the service at all.
The success of that particular operation seems to have been quite limited. While Virgin’s Netflix speeds were already fourth highest in Ireland in December, they’ve fallen a further two places to sixth in a speed chart for January 2016 compiled by Netflix itself.
This news inspires a number of questions – what is going on? Who is to blame? And is the issue going to be fixed?
Richard Branson arriving with a flourish at the launch of Virgin Media Ireland at the RDS last October Sam Boal / Rollingnews.ie
Sam Boal / Rollingnews.ie / Rollingnews.ie
Customer-friendly
The problem would seem to be more of an issue for Virgin Media than for Netflix itself. Customers of the streaming engine can simply switch to another internet service provider (ISP) if they aren’t happy with the service they’re getting, albeit they may have to pay to break their contract (more on that just below). Netflix appears to be working fine on other ISPs as can be seen from the speed chart above.
Virgin have announced over the last week a price increase for Irish broadband customers of €5. But, for all those who aren’t big fans of reading the small print, this increase comes with a caveat – you can change or cancel your package at any time before 9 March 2016.
One would imagine that’s the last thing Virgin would want – when they took over the brand from UPC last October, the plan was to become more customer-friendly, not the other way round.
There has been some discussion on certain Irish online forums recently as to the issue regarding Netflix on other European ISPs owned by Liberty Global (Virgin Media’s parent company). Using the Netflix speed-calculator, it can be seen that the issue of slow speeds is not confined to these shores – it can also be seen in Switzerland (UPC Cablecom), Austria (UPC), the Netherlands (Ziggo), and Germany (Unitymedia).
The exception to this trend is in the UK where Virgin rules the roost when it comes to Netflix speeds.
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Price Increase
TheJournal.ie asked the two stakeholders, Virgin and Netflix, what the issue was, who’s to blame, and what’s going to be done about it.
Virgin told us that the recently announced price increase is for broadband customers only and that the flat increase of €5 is reflective of the fact that usage for broadband is increasing by 30% per annum and the “ongoing investment” necessary to satisfy that demand.
When we queried as to whether or not the option to cancel the contract before 9 March was having much of an effect on Virgin’s customer numbers, we weren’t given a direct answer.
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“This is usually reported retrospectively from quarter to quarter and we don’t comment specifically on customer attrition except to say we are confident that our services remain the most competitive in Ireland,” a spokesman said.
The same spokesman also asserted that Virgin’s broadband is the fastest in Ireland at present – which does seem to be the case.
However, given the popularity of Netflix, Virgin’s broadband being extremely fast is of little relevance at present to customers whose primary use for their home connection is the streaming service.
We pressed a little further on the issue between Virgin and Netflix. The answer we got was:
“Our network is operating entirely as normal, with plenty of capacity available to deliver to our customers the quality of service that they expect and deserve.”
We are aware of Netflix having issues delivering their content into Europe and are working with them to resolve matters as quickly as we can.
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I live in a rural area and I get a max speed of 5 mbps but I am paying for more. Two houses up from me receive 0 mbps not even a mobile signal is available there. Rural Ireland is forgotten about again as usual. Providers should be made to the good with the bad if they want to provide services in Ireland.
Really??How can you think that Virgin give a crap about their users..
They are throttling like crazy ever since they took over…i have noticed it and so have many many others. Thats why netflix is buffering coz they have cut the cost and reduced the bandwidth. Did u really think that branson was not gonna squeeze the service to the bare minimum to try and make money..Jesus people wake up!!!!!!!!!!!!!
I got my bill cut in half for 6 months in a new 12 month contract by contacting there loyalty team. TV broadband and phone for less than 40 for 6 months and then the regular price after. Saves me over 200 for the year. Call and hassle the loyalty team, its in there interest to keep you.
@Emmet Kilbride: Don’t blame Branson it’s Liberty at fault,the “Yanks” always were “RIP OFF MERCHANTS”Seeing you guy’s in the Republc emulate the US so much I would have thought you’d have known that?
Virgin media call centre is useless. They outsourced all the jobs from Cork to the Philippines recently and unfortunately the staff just don’t have the basic skills required to help with technical queries.
Branson doesn’t own it. He just licences the brand name to the parent company. He’s laughing as he’s got a nice long term cushy contract from the parent company which guarantees him millions per year to turn up at marketing events and smile a lot.
@Fake Avast: Can’t you stop blaming the Brits for a change,the Robbing “B’s are the Yanks,ie Liberty & Co” who are doing the robbing Pal! By the way it’s not only the Irish that live on this wee Island of yourn, there are many Nations here keeping it “Ticking over, and Shipping coming from the UK to with the same intent, to bring Produce etc.God knows why?
I find since virgin took over the internet speed is dreadful and I think maybe it’s because they are pushing this 360 package. For all the faults of UPC the speed was fine. Thankfully there’s competition out there now and move on to a different company and get the benefits of being a ‘new customer’….try bonkers.ie
Completely agree ever since they took over the Internet has been slower and drops quite a bit. It doesn’t even just happen for Netflix it happens for everything. The only way it works fine is when it is plugged directly into the box.
Déan if your broadband speeds are fine via a wired connection then it’s an issue with your wireless connection and localised to you. The takeover by virgin could not physically affect your wifi at home.
The problem remains, or gets worse, with the 360 package. There is no problem with getting high speeds with broadband testers, but for any other TCP based service (like Netflix) it has a quite high packet loss. This means that Netflix would start up with 1+ minute of pixelated SD, and then gradually buffer enough for HD. VM have said they would send an engineer, but they would bill €40 if they could not find a fault *using their tests*. I’ll do some Wireshark testing on the link, but it is not good enough for customers to find and fix problems for you.
Completely agree with you. Was a UPC customer since July 2014 and since Virgin took over my broadband has become dreadful. It cuts off all the time and i find that my 4G with 3 is quicker. 60mb i pay for and i would be lucky to get 20. Cancelled my contract last week and waiting for Sky broadband to be installed. Also the routers UPC/Virgin media use must be the oldest and worst routers on the Market. One word of advice for anyone with Virgin Media for their Broadband MOVE
Ye Dean I’m exactly the same, can drop out entirely. Have been running speed tests at various times over the last few weeks and if I run three in a row I get wildly different scores one of which will be a 0.x range of speed. It’s gone to sh/t in the last few months since Virginia stepped in. We even let them string cables over our house so we could get the fibre service and the horizon box. Horizon is terrible and pointless and now even the broadband is crap. Also we get phonecalls at times and there’s no voice on the other end. Could happen two times in a row until the person gets through. May be time to look at Eircom again. Or this new Vodafone q thing.
@Dean Mac Glennáin: A lot of the cause is complicated more by old Cat 3 wirring uinstead of higher Speed Cat 6 or even better Cat 7. Of course bought much of their Datacoms equipment from Lucent & Nortel, who are now both defunct I wonder why? Plus a Company that has a large Switch in Earne Street (opposite Bewley’s Coffee grinding Plant)That large building was installed for MCI WorldCom, who went to the “Wall through Insider Dealing”they are now called Verizon Wireless! Anything American beware!?
Thank you for this article. My Internet speed has decreased significantly since the Virgin takeover. I thought about changing, especially with the increased price. Not only Netflix has been slowed, but my connection in any room other than the one with my router. Now I know that changing is necessary.
Virgin/UPC keep charging their customers more for faster broadand but who needs 360 Mb Broadband? It depends on the device, but the max speed anyone can expect to get over WiFi is about 70Mb. (Usually around 40Mb). Nobody uses are wired connection these days! Virgin say customers need extra speed so multiple people can stream at the same time. According to netflix recommendations, Netflix HD requires a 5Mb connection. That means 72 people should be able to stream HD Netflix at the same time. Who needs that? I wonder are Virgin purposely slowing down Netflix so people will try out the My Prime service that they charged us more for last year? Or will Virgin be launching a new streaming service so want to ruin their customers experience of Netflix before they do?
Johnny, it is about burst speeds, rather than sustained soured that is important, if you have 5 people wanting to watch HD movies, you either need a sustained 5 * 5 Mbps, or enable a burst of 5 * 50 to buffer to the device and allow it to stream at its pace without constant wifi usage (which would drain the battery). Higher speeds = longer battery. Secondly, WiFi is up to 300mbps per device now. The new routers support mimo and 802.11ac, but even if your device is 802.11n, you should be able to get 175mbps. I’ve reached 150Mbps on this phone (one plus two, which isn’t the most reliable device), and 280Mbps on fixed using virgin’s 360. Not bad, but to much packet loss making Netflix buffer to much.
Nothing but hassle from Virgin since they took over UPC. I was delighted to see the get out clause when they hiked their prices, cancelled immediately as I’m sure a lot of people did. No wonder they’re not reporting on how many customers have cancelled. Their customer service is shambolic, having to explain everything five or six times while you get passed back and forth between equally ignorant agents. Finally got a credit off them for the grand total of €1.47 for the three weeks we had no internet or tv.
Netflix is unwatchable with Virgin. Was never an issue with Upc. My advice to anyone thinking of joining up with Virgin is don’t do it if you plan on watching Netflix, it’s not fit for purpose.
Don’t bother getting touch with ComReg. I’ve made a couple of complaints to them over the years and all they do is send emails to the provider. They have no power to compel them to do anything. They are a pointless entity.
I find the statement of Comreg that they have not received complaints unsettling giving that I have complained to them about this.
But next to Comreg there are also the Competition and Consumer Protection Commission which have jurisdiction here, I suggest making a complaint there too.
Sky just use eir… It will be slower, but adequate for Netflix and browsing. Support is always going to be moaned about, but I found Vodafone wire good (doing loopback tests, and showing the cause of line throttling – they throttle the link if the noise is to high on the line). VM is the best you can get in Ireland in terms of hybrid fibre, so their speeds will already be higher until eir roll out an upgrade to their copper wires to the house.
The issue as I understand is that VM single out Netflix internet traffic and route it through the Netherlands. This stops people from getting Netflix HD. When you call VM they test your connection to them, it will be fine , if you push it they will send an engineer to your house to test your set up. But they won’t check Netflix traffic, this particular traffic is diverted through a more congested route by VM. Nothing to to with your set up or equipment. Issues with Wi-Fi dropping in and out etc are not related to this specific issue. There some interesting posts on other forums like http://www.boards.ie where users have completed tests and posted the results online showing the change from one type of internet use to Netflix use over VM. You can see the change in direction. When users trick there VM equipment into thinking its set up differently the problem disappears. People can use a VPN , creating a virtual personal network that makes you connection appear differently when you are online from another country or through a different ISP. This allows them to watch Netflix content from other countries, but it also removes this issue and they can enjoy Netflix in the best quality available. Trouble is Netflix recently made a statement that they are banning this type of connection. Therefore this will force some users to use the regular Irish Netflix and present them with this issue when using VM. It’s possibly an issue of net neutrality an issue our American friends have been discussing for a good while now. This is the principle that Internet service providers should enable access to all content and applications regardless of the source, and without favouring or blocking particular products or websites.
I think that Virgin’s customer service is terrible, way worst than UPC. It’s obvious they don’t want you to contact them by social media (I.e. Twitter of Facebook) or email. I’m a broadband/telephone customer & got the notice of the €5 price increase. I would not be a big broadband user & rarely use the phone. I rang Virgin & they could not waive the €5, so I acknowledged my cancellation instructions as requested by emailing their cancellation address, only to get an email advising me to call 1908. After a lengthly call, having to repeat myself again, speaking to person with very little English, I was advised again that Virgin could you not reduce their price & I was advised to again to email their cancellation address, I explained I had already done so & agreed to go do again. The 30 day notice period expires this week, I got a call from Virgin offering a reduction (they offer reduction for 1st months but you still end up paying more annually) but I advised their customer service was appalling & advised I was happy to change provider.
I can’t understand this. I live in the country with a wireless connection with a maximum speed of 5mb and I never have any problem watching Netflix. Streaming from the RTE player can break up regularly but never Netflix.
It’s been the case in the US where isps intentionally slowed down Netflix on their networks as it used such a high percentage of their bandwidth. They were essentially trying to extort money out of Netflix as its increased use was putting pressure on their networks. I’m not saying that’s the case here but it’s curious that only Netflix is mentioned.
Article says the €5 increase is only for broadband customers. Either the article is wrong or Virgin media is lying. Mother in law who only has tv and phone got notification of the €5 increase. It’ll be interesting to ask them this on Facebook tomorrow
I pay for 240mb download speed.
With UPC my spped averaged 180.
Since Virgin took over the average is 80 to 100.
Very disappointing.
And now they want to charge extra?
Isn’t this a huge problem in the UK at the moment? VM slowing down streaming in general and not just netflix. I think the end game here is to bring down some streaming websites
@alan: did you buy the router from VM or get the router independently?
What make/model does VM provide? Is the wireless range around your house better than on the Horizon box?
I rang them to tell them I’m switching to Sky which is €40 per month for 12 months for roughly the same package,my bill was about to go up to €75,they said ‘But Sky’s broadband speed is slower’,I told them it was fast enough for my needs. They then offered me €35 per month for 6 months and €75 after that,I told them I’d still be paying almost double than Sky would be for those 6 months so no dice,they then offered me 9 months on €35 and 3 on €75 in a 12 month contract which I accepted,saving myself €360 for the next 9 months. Called 1908,option 1,took 10 minutes.
Email your complaints to consumerline@comreg.ie to get something done about this. VM aren’t interested in fixing an issue that impacts performance to one of their direct competitors
The issue is the maket is disappearing, the only thing needed is broadband. So multimedia companies will loose profits from landlines and tv packages as they are being replaced by online alternatives. Time to react fast or sink like a cd music store. Get prices right and partner with netflix or loose customers to free alternatives. android tv box, messaging communication services, streaming stations, freesat all alternatives with legal sides if prices are good and illegal if customers gets sick of rising prices.
Virgin mobile have the worst customer service than NTL/UPC and even Eircom. Their broadband is off more than on. Just got a new modem, same problems. One look at the complaints on their Facebook page should give ya an idea. PS – I didn’t read the article I just wanted to rant about Virgin.
It’s not just Netflix, it’s all gone to shit since Virgin took over. The speed drops off a cliff between 5pm-11pm due to contention ratio. Just to note most wifi cards in a standard laptop can’t cope with more than 72mbps so they could be offering 3,600mbps and it still wouldn’t make any difference, don’t get swindled. Vodafone Fibre seems to be the one to go with.
Virgin are lying. There €5 increase includes users of their combined TV service. I should know I ‘was’ one. I will be shortly giving them 30 days notice to downgrade to Broadband and Phone only. Unfortunately it’s cheaper to take the landline with it. If I don’t get a good deal I’m gone. Their service has been patchy since Virgin took over. They’ve messed with bridging services which are needed because of crap routers and dealing with their call centre in Manilla is a joke. Broadband services have already recently increased on the sly. There is plenty of competition. Netflix was never a problem for me with my android box and Now TV.
The contact form.on the Virginia media site is conveniently broken. I tried it in 3 different browsers. You should see it in IE edge, they didn’t even bug test the thing.
I’m gone from Virginia media if the expect my to pay for Branson’s latest acquisition. God I’d like to smack him one in that annoying advert.
When you are watching Netflix or any other throttled service try use a vpn this means they won’t be able to see what you are doing thus won’t be able to throttle you
Told virgin I was leaving they reduced my book to €20 a month for 6 months then 40 after. Cancelled tv. Got 2 kodi/android boxes off adverts.ie (€50 each). No issues streaming 120gb speeds. Netflix no problem either using hola for the US version and bbc iplayer.
10 MG TO 360 GB.makes no difference.buffering happens no matter what.had a text from them saying my bill was going up by €5 per month but if I agree I have to sign up for another year. So now using Android.no buffering anymore and much better quality than anything virgin can offer
To be fair to virgin media call centre staff in Philippines I have never had a language problem dealing with them ,they all have excellent English and try to fix any problem I had in a courteous and professional manner.Would rather VM kept call centre in Ireland but that’s the new world order for you .
I spoke to a Netflix rep on the phone earlier. She told me they were aware of an issue with Liberty Global and that they recieved complaints from customers in Austria and Switzerland. I asked her if Netflix were in discussions with Liberty about this issue but she told me “I honestly dont know”. My signal was shocking again tonight. Im going to give it one more week and then jump ship if there is no improvement.
It’s not just Netflix, it’s all gone to below poverty line ( In my opinion ) since Virgin took over.Marathon phon calls with virgin media started on 31 Dec 2015 to fix an issue.apart from the online chat.since 2010 to Oct 2015 with UPC.only mistake done asked to upgrade to 240 Mb.was paying €50/month for 30mb.Misery started on 27th October.who is responsible.for safety all call are recorded.if not i can produce the phon conv since 31 dec to 12 Feb 2016.still have to make more calls…
I am on the 240Mbps contract usin the Technicolor 7200.U modem supplied by VIRGIN and can achieve 240Mbps with my Dell XPS PC which has a 2Gb Ethernet card. Apparently the full speed can be achieved on high end Ethernet cards over 1Gbps. This is not stated on the Virgin contract / website which may be false advertising and breach of contract on their part.
All of my other devices (which HAVE 10/100Mbps Ethernet) including laptops and my new MINIX X6 streaming box, can only achieve 30Mbps directly connected via Ethernet cable to the TC 7200.U modem. These 10/100Mbps are the most common devices that people have so I can only assume that the problem has been suppressed by the BRICK WALL which I experienced when calling the Virgin 1908 support line.
I am on the 240Mbps contract using the Technicolor 7200.U modem (1Gbps Ethernet) supplied by VIRGIN and can achieve 240Mbps with my high end Dell XPS PC which has a 2Gb Ethernet card.
However all of my other devices (which HAVE standard 10/100Mbps Ethernet) including laptops and my new MINIX X6 streaming box, can only achieve a maximum of 30Mbps directly connected via Ethernet cable to the TC 7200.U modem.
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