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billystar51
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Extremely poor speed and signal dropping SE8

For the last 5 weeks we have had a connection that drops consistently throughout the day.  When there is a connection the speed is extremely variable.  

I just spoke with telephone support for the second time who 'switched line' and the speed went to 20mbps.  Within 5 minutes of the phone call the speed has dropped to 1.71mbps, see below.

I'm very unhappy with the service I'm receiving, please can someone assist.  If this isn't resolved on a reasonable timescale I will be switching and expect compensation.

William

5877759885

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Superuser
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Re: Extremely poor speed and signal dropping SE8

Hi William

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.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) 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 screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

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 7-10 days) 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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billystar51
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Re: Extremely poor speed and signal dropping SE8

Thanks very much for taking the time to respond.  I will try that now!

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Forum Team
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Re: Extremely poor speed and signal dropping SE8

Hi billystar51,

 

Welcome to the Community!

 

Sorry to hear you've had trouble with your connection.

 

Great advice from SCA1972! How did you get on? Are you still having trouble?

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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