I started a new contract 10 days ago with Virgin for 500mb/s internet. The WiFi signal is very poor, but I understand this is typical of SuperHub 3's and that a new router router will rectify this. When right next to the hub on WiFi we get around 350 mb/s, which is fine. However, the speed is unreliable, and when gaming online we experience lots of lag. It's basically not possible to play anything online due to constantly lagging and being kicked out of games. Whilst we can invest in a new router, I am not sure this will fix the issue as we are still having issues even when plugged in via ethernet cable.
This happens when on WiFi and also when connected to the hub through an ethernet cable. I & my housemates have been trying to contact Virgin for a week now, and just get cut off from the phone line every single time without being connected to a person. We have rung 30+ times over the last week and have not successfully been put through to a single person. I have also made a complaint online, but am conscious Virgin may not come back within our 14 day cooling off period. At this point I need to find out if it's possible to remedy this, and if not, I need to cancel. However, seeing as we can't speak to anyone at Virgin, I'm not even sure how we would go about cancelling within our 14 day period?
You need to test when wired. Wireless isn’t a guaranteed form of connectivity.
Post the network, upstream and downstream logs from the hubs admin pages
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