On 100Mbps connection but only getting 7Mbps download / 2Mbps upload with ping of 33ms

[Tamste]

I have had terrible connection for the last 12 months. Have changed from superhub 2 to superhub 3 (twice), engineer visit to check internal connections, and new cable pulled last week from street junction box to house. Its better now than it was, with no dropouts since the new cable was installed last week, but speed is much too variable. Can be ~108 Mbps, but drops to <10 Mbps for extended periods. Don't know what to do next. 

Have tried within a couple of feet of the router, which is better but still drops to ~ 15Mbps, and 20 feet away (1 brick wall between) its <10 Mbps.

Router has never had a white power light .. its always been yellow on the Superhub 3. Would a problem with the Superhub be the likely issue?

Any suggestions on what to try next please?

[jb66]

Its a warm white, which looks yellow, thats normal

[photojonny]

Have you tested wired directly to the hub? If wired speeds are fine then it's a wifi issue. If not and the speeds are variable it could be overutilization (i.e. too many customers using the network in your area, and not enough network capacity). 

Do the speeds drop at times popular for streaming, e.g. 7-10pm? 

[Tamste]

It took over 6 months to resolve this issue.

• Many calls to Virgin's technical team .. most based in India who just split the signals, said it would now be OK then terminated the call without waiting for any confirmation.
• Eventually got an engineer around in Nov2020 who quickly determined that the issue was a very old cable (>30 years old) and a re-pull was necessary .. which was exactly what I had been telling the so called technical specialist guys, who wouldn't even consider sending an engineer.
• Re-pull done eventually (~Jan2021) and signal back up to 100Mbps after that, but I have had no consideration from Virgin regarding only getting 10% of what I was paying for, i.e. was getting less than 10Mbps for over 6 months when paying for 100Mbps

Now they want to hike my bill as I am at the end of my current contract. When I outlined the issues I had with the lady in retentions, she just said it wasn't anything to do with her department and so could not take this into consideration.

Been with Virgin and their predecessors for 30 years and this is how they treat you.

Now looking to leave as soon as I can as BT Openreach are currently fitting fibre to home in our street at the moment, so notable difference in speed

Goodbye old friend .. looking to start a new long term relationship

[Molly_T · Accepted solution]

Hi Tamste, 

Really sorry to hear you had these issues with your service, and that you have not had the best experience with us! I am pleased to hear it has now been resolved, but I would like to apologise for any inconvenience caused in the process, and thank you for your patience whilst we got the issue resolved. 

It would be true to say that you will see a change in your price when your contract ends, as any discounts included within the contract term will expire. However I am sad to hear we were not able to offer you a deal you were happy with, and that you are thinking of leaving. 

Did you raise a complaint about your service issues and experience? You can either do this yourself here: https://virg.in/makacomp or if you would prefer, we can send you a PM and do this on your behalf as we will need to look into your account and case a little further. 

Let us know how you would like to move forward. All the best, 

[Tamste]

Hi Molly .. thanks for reaching out .. can you please PM me on this.

[Tamste]

Hi Molly .. thanks for reaching out .. can you please PM me on this.

[Tamste]

Hi Molly .. thanks for reaching out .. can you please PM me on this as you suggested.

[Tamste]

Don't worry re contacting me .. I have submitted complaint by phone .. Thanks