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officiallysam's avatar
officiallysam
Joining in
25 days ago

slow speed to hub5

Hi All

hopefully someone can help or advise on this issue that I have been experiencing since September 2024

i upgraded to the 1Gig package from my previous 350meg in Feb of 2024 along with this they also upgraded the hub from the hub3 to the hub5. Initially it was all fine for a while the hub was receiving the 1Gig speed coming into the home according to samknows/realspeed checker - then from September 2024 onwards the hub itself is not receiving anywhere near to that sort of speed. please see screenshot below - did this check while writing this post.

i always get around 200 average coming into the hub5 for whatever reason. Virgin Media engineers have been out to my home on several occasions since this issue has started - i have had 6 visits so far till date and they still cant fix this speed issue.

throughout these visits they have re-pulled the cabling with brand new cable on the outside, they also replaced the cabling internally with new cable, they have also checked the cabinet on several occasions, also have replaced the cable box on the inside of the home, and have also replaced the hub5 once so far BUT the issue still exists... still not getting the 1Gig speed...

i am frankly fed up with this i feel like i should be entitled to some sort of compensation as the agreed speed is not being delivered to the hub itself thus is a breach of contract.

during my time on the 350meg package on the hub3 i never had this sort of issue - always received the full speed coming into the hub - this has only been happening since upgrading to 1Gig

if anyone else on this community forum has experience similar issues like this please can you assist in advising what can be done or how to resolve this issue, thanks!!

1gig
1Gig Upgrade
1Gigabit
broadand
Hub5
Slow Speed

4 Replies

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    22 days ago

    Hello officiallysam,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection at the moment. I've been able to locate you on our system and have ran some checks on your connection, we'll need to send an engineer out to your home to resolve the issues with the SNR(Signal to Noise Ratio) levels of your connection. The levels are too low to be able to run a stable connection, so we'd need an engineer visit arranging to fix the issues.

    I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
    Kind Regards,
    Steven_L

    • officiallysam's avatar
      officiallysam
      Joining in
      17 days ago

      Hi Steven,

      thanks for your response - i have just responded back to the private message with the details you have requested.

      in terms of what you are suggesting with it being issues with the SNR - this has been on going since September 2024 onwards with several engineer visits and none of them have still been able to resolve this speed issue - surely someone would have picked up on this by now

      i will wait for your response back 

      thanks 

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        15 days ago

        Thanks for letting me know officiallysam, please see my latest response. Also we cannot tell when the SNR issues on your account rather than in the local area actually started, so there could have been another issue on the previous visits. The live system was showing an SNR issue when I replied last Monday.

         

        Kind Regards,

        Steven_L