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Jiggsteruk
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Changed from Sky and the wifi connection and speed are terrible in comparison

So as per the title I have recently moved over from Sky broadband (30mb) to Virgin 100mb and I have had nothing but problems since. The connection speed varies throughout the day some times struggling to get above 5mb. My laptop continually drops connection meaning I am having to tether my mobile phone for Internet access for work video calls as the connection is so bad. I contacted my installing engineer who said he would come back and move my router to a more central location on Monday 7th, he never showed up and now wont answer the phone or respond to messages. After multiple connection attempts to customer care and being cut off from being on hold for over an hour TWICE I gave up and contacted the sales agent directly. She helped me and managed to get me through and now my router is being moved on the 20th. Because I have raised this issue and not had the service and reliability expected, if the router move does not improve this, I would like to know what Virgin Media are going to do to rectify my issue if the router move does not resolve my issues. My Sky Q box is in the same location as my router and around 10ft away yet still buffers when watching content. Going from a completely stable Sky Wifi environment with 30mb to a completely unreliable 100mb (depending on which way the wind blows) from Virgin Media I am thinking I have made a grave mistake and should have the whole thing removed. The whole experience with Virgin Media has been nothing but stressful so far and am very worried the router move will do nothing but cause an ugly cable to be installes and draped around the outside of the house.

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MikeRobbo
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Alessandro Volta
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Message 2 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Jiggsteruk
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Message 5 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

Thanks Mike, these what you are after?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1331000000038256 qam25
2219000000-137256 qam11
3227000000-137256 qam12
4235000000-0.937256 qam13
5243000000-1.537256 qam14
6251000000-2.537256 qam15
7259000000-1.737256 qam16
8267000000-0.437256 qam17
9275000000-0.237256 qam18
10283000000-0.237256 qam19
11291000000037256 qam20
12299000000037256 qam21
13307000000-0.237256 qam22
14315000000037256 qam23
15323000000038256 qam24
16371000000-2.437256 qam26
17379000000-238256 qam27
18387000000-238256 qam28
19395000000-2.438256 qam29
20403000000-2.537256 qam30
21411000000-238256 qam31
22419000000-2.538256 qam32
23427000000-1.938256 qam33
24435000000-1.738256 qam34

 



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Jiggsteruk
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Message 6 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

And....Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030001545.5512064 qam1
23940000044.8512064 qam4
34620002944.8512064 qam3
45370001545512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0020
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Jiggsteruk
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Message 7 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

There's only me in the house...I can try it in an hour and it will randomly be 110mb..

Jiggsteruk_0-1608115821610.png

 

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gary_dexter
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Message 8 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

What are your wired speeds like?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Jiggsteruk
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Message 9 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

Just plugged in my PS5 to Lan cable and got 72mbps, WiFi is 54mbps. Site says picture are too big to post, however I could check it in an hour and it be at 110mbps but a really unstable connection. Certainly useless for video calls. The PS5 continually comes up "network connection" during online games as well. Its a nightmare, kids are always complaining how bad it's been since we changed. 

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Jiggsteruk
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Message 10 of 16
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Re: Changed from Sky and the wifi connection and speed are terrible in comparison

unknown 192.168.0.41/241000Ethernet

PS5 connectedspeed.PNG

 

 
 

 

 
 

 

 

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