Forum Discussion

dezc2000's avatar
dezc2000
Tuning in
16 days ago

40mb Internet on a 1000mb plan .. what's wrong?

Virgin saying no issues in my area, but I'm getting 40mb download on a wired/ethernet connection to a Virgin Hub 5.  Attempted to contact support who suggested sending me a wifi extender pod (as if that would help, **bleep**!).

Anyone got any ideas on what I can try on the Hub 5?  Honestly, I had a Hub 3 or 4 before I renewed my contract and I automatically got the Hub 5 as part of that, but I wish I has stuck with the older Hub as this is not the first "speed" issue I've had since the contract change (a few days ago my internet was 1-2mb when up, but randomly was dropping off every 1-2 minutes as well!).

 

Any help would be appreciated .. I'm starting to wonder if I have a faulty Hub 5 ?!

  • GuyIncognito's avatar
    GuyIncognito
    Tuning in
    10 days ago

    I'm having the same issue, 40 odd mb when it's usually over 500.  It had been intermittent but now it's all the time.  Put hub 4 back in to default mode just to rule out my separate router and it's still the same.  I had this before where it wouldn't go above 46 and it was a damaged cable in the street that needed replacing.

  • Client62's avatar
    Client62
    Alessandro Volta
    11 days ago

    Given the very obvious issues with the signals to the Hub,
    a replacement Hub 5 was a placebo. 

    How curious, a VM engineer with a bed side manner.

  • dezc2000's avatar
    dezc2000
    Tuning in
    11 days ago

    So after a week of very slow speeds, and 1 day where the internet was up and down all the time (not due to the storm, before then), my internet suddenly returned to "normal" and gave decent speed.  However, an engineer was already scheduled for the following day, and they came and tested the line, said it was all ok, so gave me a replacement Hub 5 as that may have been the issue.  Since then, getting 600-900 download, so all good.  Fingers crossed it remains, and it was just a tempremental Hub 5.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      7 days ago

      Hi dezc2000,

      We're glad to hear the issue has been resolved.

      If you have any further issues or queries, please don't hesitate to contact us.

      Regards,
      Daniel

  • Client62's avatar
    Client62
    Alessandro Volta
    16 days ago

    This does look like a service fault given some of the downstream channels have got acceptable SNR figures i.e. above 33 and then there are many bad ones at 0.   Might be interesting to ask the folks next door if their VM Hub is showing the same kind of pattern of channel with low or 0 SNR and many errors logged.

  • dezc2000's avatar
    dezc2000
    Tuning in
    16 days ago

    Realised it was an automated number, so called it just now.  They state no issues in my local area - same as the website.  Is there a chance I could have a faulty Hub 5?

    • Molly_T's avatar
      Molly_T
      Forum Team
      13 days ago

      Hi Dezc2000 👋 Welcome to the community forum! Thanks for posting. 

      Sorry to hear these concerns about your connection, and particularly speeds. 

      Having had a look for you, the speeds reaching your hub look pretty good, averaging 746mpbs download and 99mpbs upload. This is a little lower than expected range but it's still above the minimum requirement for a 1gig package. You can read more about all the expected and minimum speeds here 👉 https://www.virginmedia.com/broadband/our-speeds-explained 

      It does look like there's some issues in your area which are likely causing the problem. I will send you a PM to confirm a few details so we can get this raised with the field team and an engineer out to sort this ASAP. You can find the PM in the top right corner of the page in your Inbox ✉. 

      We can then return to this public thread when possible with another update. Thanks for your patience in the meantime! 🌞

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      16 days ago

      Check all of your cables and connections are tight and in good condition. 

  • dezc2000's avatar
    dezc2000
    Tuning in
    16 days ago

    Status check shows no issues in the local area.  Will call that number tomorrow and check that.

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    16 days ago

    Lots of SNR and post RS errors. Check for local faults on 0800 561 0061. 

  • carl_pearce's avatar
    carl_pearce
    Community elder
    16 days ago

    You have issues with your line.

    What does this site show?

    https://www.virginmedia.com/help/check/status