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CapnTrips
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Horrendous service

I have terrible internet connection, Speedtest regularly come up under 100mps even though we recently moved to M600. Recent test from laptop direct with Cat6 cable was 80mps. With a booster upstairs we get anything from 17-100, no specific time of day or usage in the house. Recent calls to virgin have produced very mixed responses and what I can only call lies. First said I should upgrade from M200 to M600 as my son games on Xbox. 2nd call agreed to send a hub4 to try, but there was a broadband issue in my area picked up mid March to be fixed mid April. 3rd call was no I don’t have a hub4 on order as one wasn’t ordered as I’m not allowed to have one because stock is too low, but yes issue will be sorted in April and there will be compensation off next bill. 4th call to check was after date of scheduled repair when speed test was done via cable before calling. Was told then issue had been found in December last year and fix date 30th of July. I’m not sure why I have been sent here to post this but that’s the next step apparently. Quite possibly the worst customer service I have ever come across. No idea what to do next???

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jbrennand
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Re: Horrendous service

A fix date of July 30th ? If that is correct it sounds like it may be due to overutilistaion - i.e. too many users on your network - which often takes a long time to rectify. If that is the case it will be evident on a BQM - set one up as per below.

Re the slow speeds - can you test speeds on the laptop as per the procedure below - but does the laptop have a 1GB network card or a 10/100 one that will limit speeds to a maximum of ~100 mbps?
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If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality
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As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e (or better) ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ). Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot you device into windows safe+networking mode to disable any potentially interfering software - and try again.

There are many posts on here where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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CapnTrips
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Re: Horrendous service

Hi

I had previously setup think broadband monitoring, will post a link, hope it works.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/26f226a71bd82922ac9cf88900867374f6b20e4d][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/26f226a71bd82922ac9cf88900867374f6b20e4d.png[/img][/url]

 

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gary_dexter
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Re: Horrendous service

Certainly looks like over utilisation 


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