Forum Discussion

JuicyGoomba's avatar
JuicyGoomba
On our wavelength
2 years ago

1gig, hub 5, unusable for online gaming, packet loss and latency issues

Hello, I've been with Virgin for almost 4 years now, as they are unfortunately the only provider nearby that does high speed broadband. I say unfortunately, because I have nothing but issues both w...
Sabrina_B's avatar
Sabrina_B
Forum Team
2 years ago

Hi hash70 👋.

Thanks for reaching out to us. Apologies you are having issues with your speeds. Could you please run diagnostics and speed tests on the Hub with no third party Hubs and our Hub in router mode and inform us of the results.

👉 https://virg.in/service
👉 Speed Test
👉 Slow Speeds

Thanks.

Sabrina

hash70's avatar
hash70
On our wavelength
2 years ago

Typical virgin support,didnt even read what I said,they jst copied and pasted,also got say the customer phone support is shocking,worse than bt but alreast there clued up on tech,not one support member has ever heard of think broadband bqm,there all clearly reading off a script,one guy after telling him about the packet loss on ethernet connections all he was saying is he noticed I had a wifi issue,i was like dude fix my line first and the wifi will work it's self out,unbelievable,glad I'm off

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Thanks for coming back to us hash70 and I'm sorry for the issues that you're having with your connection, I have looked into this for you this afternoon and can see that there is an issue with your downstream channels that would need a technician visit to resolve the problems. I have seen from your account that you are cancelling your services, so would you still like me to arrange a technician visit for you to get this resolved?

    Kind Regards,

    Steven_L

    • Pilzo's avatar
      Pilzo
      On our wavelength
      2 years ago

      'Get your issues resolved', what a larf. 2 engineers visits and a new router after the last one just stopped working. still not fixed. I am going to cancel this utterly useless 1gb virgin media stupid hub 5. I'd rather have slower speeds with a more stable ping than high speeds with constant disconnects. 'you can have lightning speeds but don't use it for everyday use.' is the new Virgin Media slogan.

      • Jodi_S's avatar
        Jodi_S
        Forum Team
        2 years ago

        Hi Pilzo,

        Thanks for posting on our community forums. We're sorry that you feel this way about our services, the last thing we would want to lose you as a customer, however we fully understand your reasons why.

        Unfortunately, we do not process cancellation request from here.

        If you wish to cancel with us, please call our cancellations team directly on 150/0345 454 1111 options 1,4 then 4 again. Alternatively, you can use our WhatsApp messaging service on 0730 532 7112.
        Kind regards Jodi.