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l2igh
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Braodband always been poor

Hi have a hub 3, 500mb. switch on 12 jan never received correct speed one room from router 37MB.

have reset, reset by pin hole, factory reset, now lost 5Ghz on All devices

Emailed CEO - nothing

Have a support ticket - nothing

Any advice would be welcome please

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JitteryPinger
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Message 2 of 13
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Re: Braodband always been poor

How does it test when wired to hub with Ethernet

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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l2igh
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Message 3 of 13
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Re: Braodband always been poor

Sorry can't use ethernet cable as have MacBook pro

speed in the room for 2.4ghz is about 48mb, I dont have the 5gh channel for any devices which was previously there

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JitteryPinger
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Re: Braodband always been poor

Do this again and see what happens, then we can move forward with getting better connection sorted for wifi.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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l2igh
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Re: Braodband always been poor

5ghz is enabled in router not visible

Diagnostics says home network has some problems - Virgin support non existent

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JitteryPinger
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Re: Braodband always been poor

I understand, that's why I'm trying to help

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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l2igh
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Message 7 of 13
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Re: Braodband always been poor

Thanks have found a laptop

ethernet gives me 21.3MBps on cable, similar to what I get on wireless connection. I tried turning the hub on and off, and re-setting the hub using the button at the back but still have lost visibility of the 5Ghz channel and still have poor download speeds. All devices in the house (samsung, Apple, Sonos, etc) have lost this channel. We recently have problems where the router just stops providing internet, which is when we first noticed the loss of the channel. 

 

thanks for your help

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JitteryPinger
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Message 8 of 13
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Re: Braodband always been poor

Ok so sounds like a new hub is need for yourself before troubleshooting any further, hopefully one of the staff can come by shortly and reach out to sort this.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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l2igh
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Re: Braodband always been poor

What would be really nice would be for Virgin to contact the customer to resolve such issues I really dont know what to do now, email, no reply, chat no reply, CEO email no reply, ticker no reply

Customer service make up your own mind

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tehwolf
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Re: Braodband always been poor


@l2igh wrote:

What would be really nice would be for Virgin to contact the customer to resolve such issues I really dont know what to do now, email, no reply, chat no reply, CEO email no reply, ticker no reply

Customer service make up your own mind


starting a new thread won't help.

if you want/need to speak with customer services, then you need to call them on 150 or 0345 454 1111 - 08:00 is the best time to get through with the least queueing. 

if you would rather wait here for a response from VM, that can take 5 - 10 days.

I agree that support is dreadful, but that's what you've gotta work with. If you don't like it, cancel when you can and move to a supplier that is known for good CS.

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