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Zach_R
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Re: Hub 4 1Gbps not delivering

Hi @AmMin,

Please let us know how the visit with the engineer goes for you, and if you need any further assistance after that we can go from there.

Thanks,
 



Zach - Forum Team


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AmMin
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Re: Hub 4 1Gbps not delivering

If you have read this far you will know that Virgin CS on this forum said that my downstream specs were not quite right. 

The engineer visited. He confirmed everything was how it should be. There was no issue in the downstream spec. I had to agree as my downstream specs did not have the outliers you can see from all the suspect downstream specs posted on this forum. 

Yes it is working today. Here's why. My top 10 learnings.

  1. Virgin upsell speed as a solution to bad connectivity. I fell into this trap after years of poor quality service. The oomph never turned up when I paid the price for 1Gbps. This sent me down a new diagnostic track with far too many hours reading these fora and time taken away from my family and work to solve a service issue that I was paying for. Don't fall for the shiny toys of speed if you have issues with connectivity.    
  2. Hub 4 is buggy and not a good bit of kit. 
  3. To make it work you need to check every wire and every connection and every socket in the entire chain from the exchange to your outside wall and then to the socket in your house and then to the back of the hub. 
  4. Every bit and piece of my cable along this chain has been replaced. It took far too long for all the issues with each bit of cable and each connection to be found and replaced. Luckily I had 2 great engineers in my last two visits. It is crazy that Virgin do not take a proactive approach to each bit of cable and each socket and each connection from the outset especially when the Hub 4 is as sensitive as it is.  
  5. Information sources such as packet loss or latency spikes in BQM charts; uncorrectables in router logs; consistently low and consistently variable speeds into the hub from Samknows (let's ignore the low speeds out of the hub over ethernet) do not have a high enough currency as a diagnostic tool within Virgin and too few enginners want to view them when they come around.
  6. SamKnows is buggy and not that good. Even when I knew that I was getting consistent high speeds into the hub and only after the full cable replacemen, it was giving me low speed readings, that were not accurate, out of the hub over ethernet. 
  7. Get a good mesh router and put Hub 4 into modem mode. You need to check a couple of posts in this forum to find the right sequencing.  It is mad we need to spend good money doing this. Sadly it seems essential.
  8. Ask Virgin for a credit on your bill. Prepare to be ignored. Virgin, again, you can see the history and the private messages. Do I need to send in a formal complaint? 
  9. Persevere. Don't wish for too much.
  10. Hope that once things have settled down they stay working as they should. Continue to monitor everything. 

 

 

Ashleigh_C
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Message 43 of 45
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Re: Hub 4 1Gbps not delivering

Hi there @AmMin

 

Thank you so much for your post and your updates. 

 

I just want to clarify, are things now improved with your connection? 

 

I'm sorry to hear you have felt that let down by our teams in regards to your experience and compensation. In order to make a compensation request we do need to log a formal complaint for you so we can then discuss the resolution. 

 

I would be more than happy to look into raising a complaint with you, but it will require me to send a PM. Please do let me know if you would like me to do so and I'll pop a PM over. 

 

Thank you.

Ash_C
Forum Team



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AmMin
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Message 44 of 45
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Re: Hub 4 1Gbps not delivering

Hi Ash

At the moment, yes. 

It is only working as the last 2 engineers cared and checked each and every bit of kit. And replaced everything.

I could then see that SamKnows' speeds into the Hub were consistently high. This had never been the case before.  

Then I ignored the Samknows speeds out of the hub over ethernet as they just seemed rubbish and I saw forum reports that SamKnows was buggy as well. 

I spent money on a mesh router. 

You say Virgin do not guarantee over WiFi. Fine with that as a statement. Not fine with that when Virgin issues a piece of kit that is not fit for purpose.   Not fine with that when SamKnows, over consecutive 3 day periods, is below the minimum guaranteed speed. Not fine with that when the efforts to stabilise the network had a month long repurcussion on my service. Not fine with that when I am left with zero internet after an engineer visit. Not fine with that when the service I did have was of such variable quality that is was impossible to manage.

We do need to look at this in more detail and look at compensation. Can you please forward via PM the next steps. Thanks

 

 

 

   

 

 

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Ashleigh_C
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Re: Hub 4 1Gbps not delivering

No problem and I am so sorry to hear you feel this way. I will now send you a PM so we can take a closer look. 

 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message .

 

Thanks again.

Ash_C
Forum Team



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