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esrich2010
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Slow broadband

My internet speed is so slow and has been for a few weeks. I have been coping with the issue, but my son says he can't play games on his computer as it slows down and sometimes crashes completely. I have been on the phone to technical support for over an hour this evening to no avail. The put me through to customer services as they said that customer services could upgrade me from 50 to 70. After more time on the phone they said that I couldn't have the upgrade without paying extra. All that time and passed from pillar to post.....still got my original problem, where do I go from here???

 

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Superuser
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Re: Slow broadband

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so a wired test is the best way to get a true picture of what speed your line is able to achieve. It also helps to pinpoint if the issue is with the wireless or your line.

Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)? Some areas are suffering with over utilisation at peak times, which results in very slow speeds but full speed at off peak times.

If you go to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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