Forum Discussion

boydford's avatar
boydford
Tuning in
4 months ago

Speed and Hub 4

Avoid Virgin as they don’t care about you and they just want your money. for anyone from Virgin reading this let me make it extremely clear as I’m sick and tired of trying to explain this to your horrendously pointless customer service reps. The virgin website says 1gig is 1130m, but Super hub 4 that I want replaced can only do 1000mb via gigabit Ethernet ports. Therefore the equipment I have is NOT able to reach the speed that I am paying for.

superhub 5, which NEW customers get has a 2.5gb wan port which can do 2500mbps and would be fine. I WOULD SIMPLY LIKE MY HUB 4 REPLACED WITH SOMETHING THAT CONTRACTUALLY IM PAYING FOR.

 

[Mod - title edited for clarity]

19 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    4 months ago

    Hi boydford 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your services. Whilst you are on 1gb package the Hub 4 and Hub 5 are more than capable of producing those speeds for you, if there is an issue with the Hub we will swap out for a like for like Hub. 

    If you have any documentation that states you are to receive a Hub 5 from us we would not be able to swap out the Hub 4 to a 5.

    Please let us know if you have this information via private message, look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

  • Tudor's avatar
    Tudor
    Very Insightful Person
    4 months ago

    Agree to a certain extent, but most users do not have the equipment to make use of the extra speed.

    • boydford's avatar
      boydford
      Tuning in
      4 months ago

      I do and this is my point. I've ended my contract with Virgin. Its disgusting that their arguement was 1000mb was acceptable...... acceptable to them....not me. Worst customer service ive ever encountered

  • boydford's avatar
    boydford
    Tuning in
    4 months ago

    My contract says 1130mb maximum - and a hug 4 using Ethernet CANNOT do that speed. And I do not want to use WiFi as it’s not reliable

    • carl_pearce's avatar
      carl_pearce
      Superstar
      4 months ago

      Your broadband is meant to be shared across multple devices at the same time.

      So, if you action a speed test on two devices at the same time, and add the results together, it should be around 1130Mbps.

      I understand where you are coming from regarding wanting full speed to one device, however, nowhere states this is possible, which means VM are providing what you are paying for.

      https://samknows.com/realspeed/

      • Client62's avatar
        Client62
        Alessandro Volta
        4 months ago

        I imagine the OP has all electrical appliances plugged into one wall socket and is also complaining to the DNO about not getting the 100 Amps we paid for ... 

        ... sounds quite daft when put like this.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    4 months ago

    Due to unavoidable overheads you'll always get speed reductions coming out of a hub's port. So, for the hub 4 the most you'll get is about 940Mbps, for a hub 5's 2.5Gbps port it's about 1,100Mbps. This means the hub 5 should give you about 160Mbps more. You're not likely to notice this and if you have a gigabit NIC in your PC you'll get only 940Mbps even if you have a hub 5.

    • boydford's avatar
      boydford
      Tuning in
      4 months ago

      you are missing the point. Website says 1130 ... so regardless of whether i will ever reach that point due to traffic etc.... I should still have been provided equipment capable of hitting that speed.

      its a consumer rights issue more than anything - they should provide the right equipment

  • boydford's avatar
    boydford
    Tuning in
    4 months ago

    simple answer to the end of all of this is to leave virgin as their customer service during this farce has been pathetic and at points instulting. thankfully im at a point in my contract where i can leave.

    Regardless of opinions of some comments here - you need to simply consider that if you are sold something, but then are not given the equipment that can in theory achieve what you were sold - that is a consumer rights issue.

    so everyone who is at 1gig shoul have a hub 5 that is capable of 1130.... that should not be down to virgin to not honour their end of the agreement, which is what has happened to me and many others.

    bye virgin - and good riddance

  • legacy1's avatar
    legacy1
    Alessandro Volta
    4 months ago

    I agree but VM math is like 1Gb = 1Gb ports = hub 4 fine

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    I'm reminded of the nurse talking to the patient in the old Carry On film, "Really Mr Smith, so much fuss about such a little thing!" 

  • maxmarutti's avatar
    maxmarutti
    On our wavelength
    7 days ago

    I have been testing the connection speed for over 18 months on OS Win 11 Home MOBO: MSI AM4 B450 Tomahawk MAX II (Realtek_8111H Gigabit LAN) Virgin Media HUB 4 /  1 Gig package. *All connection speed results were for a single device* Wi-Fi signal was not tested.            Downloading/uploading speed measurement I have been using in the same time: Realtek Ethernet Diagnostic Utility and System Task Manager - Performance Metrics - Ethernet. 

    After 18 months of testing the connection speed, these are my results:                           

    Upload Max Speed 105 Mbps / 0.105 Gbps / 0.013125 GBps (1 a.m. - 6 a.m.) Average speed 79 Mbps / 0.079 Gbps /0.009875 GBps (peak hours).                             

    Download Max Speed 1132 Mbps/ 1.132 Gbps / 0.1415 GBps ( 1 a.m. - 5:30 a.m. )         

    Average 486 Mbps/ 0.486 Gbps / 0.06075 GBps (peak hours)

    Responsiveness:

    Ping ms                                        

    Idle Low 9 High 18 / Jitter 2

    Download Low 8 High 67 / Jitter 14

    Upload Low 13 High 232 / Jitter 11

    Packet Loss %

     

     

      • maxmarutti's avatar
        maxmarutti
        On our wavelength
        7 days ago

        "The point is?"  Download Speed of 1132 Mbps/ 1.132 Gbps / 0.1415 GBps is reachable without any problems on 1 Gig contract. Understanding and knowledge "is the point" 🫣

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 days ago

     A Gigabit Ethernet port of the hub 4 cannot transmit more than its standard of 1000Mbps and its usable data is further reduced as every bit on the wire is not user data as there are multiple unavoidable overheads. So a maximum of around 940Mbps is all you'll get regardless of how much data comes into the hub.

  • dhairbus's avatar
    dhairbus
    Dialled in
    6 days ago

    When Gig 1 was launched there was c communication from VM that existing customers with a a Hub 4 would be upgraded to Hub 5. This has never happened and like many communications they do not have great credibility. As our late queen once said "Recollections may vary."  I would apply this to VM, a more correct statement would be they lied.