I have been a broadband customer with ViginMedia (originally NTL) for several years and never experienced as many problems as I have over the last few months since "upgrading" from the old NTL cable modem to the VirginMedia Hub3.
Literally every few days over the past couple of months our internet connection is super-slow (~200kbs slow), completely loses connection, or the Hub3 gets stuck in a constant reboot loop while trying to reconnect.
I have called Virgin Media technical support and been told to run a speed test from (www.speedtest.net) which I can't even load the page bcos it's so slow, then asked to simply switch it off and on again (i kid you not). I have also been told on one occasion that my area is over-subscribed and an engineer is working on it... (for over two months)?!
Below are the results of a ping to google, and the stats I managed to pull off the Hub3 (this is from a wired connection directly into the Hub), I hope someone might spot something amiss.
Cable Modem Status Item Status Comments Acquired Downstream Channel(Hz) 299000000
Operational Configuration General Configuration Value Network access Enabled Maximum Number of CPEs 1 Baseline Privacy Enabled Docsis Mode Docsis30 Config file V062e4dc1e499a5a6.cm Primary Downstream Service Flow SFID 48993 Max Traffic Rate 23000000 Primary Upstream Service Flow SFID 46050 Max Traffic Rate 1183000
Really sorry to hear about the issue experienced with your connection.
I've located your account and I can see that there is currently a high demand for our service in your area under the fault ticket reference of F004784657 with a review set for 15/02/17. With this, you might find that your Virgin Broadband is a bit slow and TiVo® BBC iPlayer programmes may buffer at certain times of the day.
I have raised this over with another team to monitor in conjunction with your account.
I have also detected some issues via the equipment levels with modem upstream SNR and would like to arrange for a technician to visit for this.
I've sent you a private message so that we can get this sorted.
However I'm left wondering why no-one from Virgin Media Technical Support noticed the incorrect power-levels in previous calls, as they can seemingly be detected from your end, and instead told me to simply turn the Hub3 off and on again?
Furthermore I am currently on Fibre20, the slowest available, and yet the network in this area seems incapable of supporting this speed due to a high demand fault (F004784657). How can Virgin Media currently be offering speeds of 200Mbps in this very same area?
Lastly, my ageing TV box (a Samsung VBox SMT-2110C) is now failing to find the TV channels i am paying for, so we have almost 100% failure of services provided from VM.
I notice that if i were a brand new customer on the Mix Bundle (which is £10 cheaper than my current monthly bill even at non-discounted price), I would be getting a supposedly faster broadband (SupreFibre50 vs Fibre20), a superior TV box (Tivo vs an ageing Samsung VBox), and Unlimited weekend calls.
It's hard to see how this service can be seen as fair to your loyal existing customer base!
you need to talk to the right people for an upgrade plus generally talk about your bill - you have everything in place for faster speeds so give retentions a ring
dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre