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KMA1's avatar
KMA1
On our wavelength
5 months ago
Solved

My Broadband constantly drops with terrible speeds and latency and page refusals and on and on...

My broadband is abysmal and has been for the last 7 weeks, trying to get a resolution is almost impossible!

I am not here to bash VM however after 25+ years  of being a customer with little to no issues, this is costing me money and seems like there is no help.

My Broadband constantly drops with terrible speeds and latency and page refusals and on and on...

I can fix it by using my phone as a hotspot and there are no more issues!!!

I have over 30 years within the IT network industry and have run various tests to prove this fact, however, the engineer turns up, replaces HUB3 to HUB4 still no joy…PLEASE HELP!

Short of looking at other providers, whether its online or a phone/AI robot call all I get is, there is no fault when tested and to reset the box, yet no one to send the info or talk to, which would be an easy fix within the exchange/comms room etc.

Thanks in advance!

  • Cardiffman282's avatar
    Cardiffman282
    5 months ago

    Please post all of your hub stats and begin a BQM to further monitor your connection. The link for the BQM is below. 

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  • KMA1's avatar
    KMA1
    On our wavelength
    5 months ago

    Have I inadvertently closed the post... 

    still running bqm tests etc.

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      5 months ago

      Feel free to re-mark my earlier post as not helpful rather than helpful (I'm used to it...). 

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    From the Realspeed test we see the M250 service is good at the VM Hub,
    but what is the explanation for 80 / 14 on your device.   

    How is that device connected, it is via Wi-Fi with multiple hops or via a Power Line Adaptor ?

    The Samknows Realspeed test is also available as free apps for Android & iOS devices.

    • KMA1's avatar
      KMA1
      On our wavelength
      5 months ago

      Thanks for your response, at that specific time of posting I was connected via LAN through a 100mbs switch running the tests I usually always get 80 95mbs throughput via this route which is more than ample to run seamless ( the server having 32gb Ram i7 etc etc) other tests machines are a powermac via a 1 gig switch also iphones and android phones I also run a home lab with various vm's rack mounted 128gb (I know this may sound extreme,however I do PEN testing and enterprise level automation and electronic security and smart home setups and configs) since 1986! from old through to new and advanced but always willing to learn more!

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    A 10/100 switch may be plausible for seeing 80 to 90 Mb/s downstream
    but it does not explain seeing 14 Mb/s in the upstream which is almost a 50% speed loss.

  • KMA1's avatar
    KMA1
    On our wavelength
    5 months ago

    Hello you lovely knowledgeable lot!

    I have fixed my issue and all is well... with the help of you guys... Now to get some money back from Virgin.

    Without exposing oneself, with some of the tools and suggestions made, I went on the rampage furiously trying to get to the bottom of my issue, someone here suggested I should not do something, so I did it even more to the right IP/switch/port address so someone/Ai would take note... lol.. this eventually caused my hub to crash (expected) on defaulting and eventually it all came back with a new IP, firmware update and all of a sudden my setup is flying like it should I have full access to my hub4 without it keep locking at first menu then having to reboot, speeds are what is to be expected and I can do everything as usual... Wooppee!! "Virgin your tech support sucks" But these guys and girls and everyone in between are the nuts!

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      5 months ago

      Hi KMA1 thanks for your post here in the Community although we're sorry to hear of your concerns raised here.

      We are happy to look into your grievance further regarding this even though we appreciate this is fortunately resolved for you.

      Please expect a PM from me to arrive shortly on this and respond directly when you can!
      Many thanks