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AmyDodd94
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Paying for 200mps, getting 2mps

In September I bought the 200mps virgin package after being promised top speeds for the house. However the speed has been criminally slow and I am often unable to watch a youtube video without it buffering. After doing a speed test I am getting as low as 2 mps for upload and download speeds (with a maximum of 7 mps!) . I have rang virgin media 5 times and nothing has improved. I want to cancel my contract or at least get some improvement from this truly appalling service but have not been able to get in touch with anyone who can help me. The connection is wireless.

Amy.

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Superuser
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Re: Paying for 200mps, getting 2mps

Hi Amy

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, which results in very slow speeds at peak times but full speed at off peak times.

If you are getting slow wired speeds at off peak times then some hub stats might help.  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.

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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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AmyDodd94
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Re: Paying for 200mps, getting 2mps

Hi Scott,

Thanks for your reply, I don't have an ethernet cable so I can't do a wired speed test. Although technical support have assured me there isn't any fault with the wifi hub itself (I've spoken to them five times with no improvement). The internet is better during off-peak times but it is overall really poor. I am at my wits end, I spoke on a complaints chat today and the person told me "the amount you pay makes no difference to the speed you get" - so I'm not really sure why I'm paying so much. Any idea how I'd go about cancelling the contract after the 14 days are over? I couldn't get through to the link you sent me but ran a speedtest just now, results below.

Best wishes,

Amy.

virgin.png

 

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Superuser
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Re: Paying for 200mps, getting 2mps

Hi Amy

the problem with wireless is that even if the hub is working normally VM can't control the wireless environment around you.  The benefit of wireless, that it can penetrate walls, is also it's potential downfall as you can't stop signals from outside your property potentially causing interference.  Also wireless is can be disrupted by TV's, fish tanks & mirrors so unfortunately is not a reliable way to measure the speed being delivered to the hub.

The only thing I can suggest is trying different wireless channels, VM have a guide here.

There is also a post here with good advice:
http://community.virginmedia.com/t5/Networking-and-wireless/Getting-a-better-Wireless-Network-Signal...

If you want to cancel you are best calling VM and taking the "thinking of leaving" menu option.  If you are outside the 14 days then there are early disconnection fees:
http://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/early-...

To get to the the hub GUI you could try http://192.168.0.1/ instead of the previous link I posted.  If neither of them work then the hub might need restarting. 

______________________
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.