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Devanesc's avatar
Devanesc
Just joined
2 months ago

M350 Customer with current max DL 2.7MB/s

Recently joined Virgin (connected 10 days ago) and was immediately satisfied with the service.  I completed a self-install as the former occupant of this house was a previous Virgin customer. 

There were some initial teething issues as the Virgin wall socket does not look like the ones in the videos (it has two cables, one black and one white - the white was plugged into a wall power socket and the black I've plugged into the router.)

I installed our new router and then set it to modem mode and connected a Mesh.  Following this a quick Download speed check on Steam showed a steady 20MB/s.  This is great (3 times the speed of my old internet connection). 

Here I am, 1 week later and I'm now seeing a download speed  of 2.6MB/s and am unable to use any other internet service whilst using this very slow download rate.

I've tried to go through the phone lines but they tell me my service is fine.  I have tried Whatsapp and received no response.  I would simply like someone to help me understand why my internet has suddenely slowed and what needs to be done to remedy it. 

 

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  • Devanesc's avatar
    Devanesc
    Just joined
    2 months ago

    Okay, I just unplugged everything.  Absolutely everything, left it all off for 10 minutes and then replugged it in and it's all fixed.  

    Would love to know why that needed to be done but at least it's fixed

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      2 months ago

      Is "fixed" a return to 20 Mbps? If so it isn't fixed. VM guarantees 30 Mbps by wifi. If you aren't getting that see https://www.virginmedia.com/the-edit/online-safety/wifi-guarantee

      Also if you are really happy generally with a much slower speed than you are paying for cancel under your 14 day cooling off period and recontract at M125. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Use of a Wi-Fi Mesh could the issue, all it takes is a laptop to connect to a more remote Mesh node and you are soon seeing a lower speed.   Cable connections to the Hub / first Mesh node are far more reliable for speedy downloads.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 months ago

    What make and model of Mesh system are you using?

    You said you are in modem mode.  You need to follow a specific sequence when connecting - so try again like this...

    ______________


    Switch on and set up your own router or first Mesh unit (in its settings) to have its WAN port set to be in.. Dynamic/Automatic IP or DHCP (& Nat) mode,  it may be pre-set that way anyway.  Then, disconnect all cables from your new router (or all Mesh units) and switch them off and unplug them.  

    Then, put the VM Hub into modem mode ( https://www.virginmedia.com/help/virgin-media-hub-modem-mode ) and wait for the base light to turn magenta/purple (on a Hub3 - but green on a Hub4 or Hub5).  

    Once it’s in modem mode, the VM hub “MUST” then be powered off.  Then... switch your Mesh router unit on and make sure it’s fully initialised (leave 5 min) and then put in the Cat6a ethernet cable from its WAN port to the VM hub (any port will do).  

    NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection. Use the recommended App to connect any other Mesh units to the first one. This order only needs to be done the first time you connect the router to the VM hub.  You might also set the SSID and key/password on the new router/Mesh  to match that on the HUB so when you swap over, all your wireless devices should just connect automatically.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    The way mesh run have no dedicated WAN port which can cause your network to DHCP/ARP out to VM network so look to get a router with 1Gb ports