Today I have had virgin installed. Running at 200mbs. But already I'm experiencing major problems on my Xbox. Most games online are lagging. This is connected by a wire. My sky internet turned off last night and everything was running fine at 40 mbs. But for some reason I'm having major problems now. But reading some of these post I'm thinking I have made a major mistake changing. Is this fixable ? Before I cancel
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here. Post that as text (not screenshots), do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
Also, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a link to a live, shared graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.
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Sorry to be the bearer of bad news... If I were you (just signed up with the intention of playing online games and with a BT line already installed) I'd definitely be looking to cancel VM.
Latency on VMs internet is (as you have seen yourself) much worse on their massively over subscribed service. VM do not accept that there is anything wrong at all - as far as they are concerned if you can view a web page everything is working as it should.
Since VM do not even acknowledge the issue we can only assume that absolutely no action is taking place behind the scenes to try to fix this. The only hope for those of us trapped in contracts is that the load will reduce as lockdown eases (but that could be a while yet).
Save yourself a lot of money and aggravation, cancel while you can.