Returning customer with broadband issues

[Martynjames]

Hello there.

I recently returned to Virgin Media after 7 years with sky (they wanted to increase my price to £111 a month just for T.V. which seems steep) because it is cheaper to have a full suite of services with Virgin Vs Sky on its own.

I have the oomph package.

So far, wireless or using a cat 7 ethernet cable, I haven't seen close to the 530mb average I was told I would receive, I'm lucky if I see above 450mb with an average closer to 300mb. That's not too bad compared to my B.T. connection but it's a long way away from what I was promised.

Video of T.V. issue: https://www.reddit.com/r/VirginMedia/comments/objjje/tv_is_being_really_weird_today_could_this_be/?u... 

The live T.V. seems to be better than it was earlier, though not perfect (the picture skips every now and again) but streaming is still bad. I get frequent buffering while watching 720p videos on YouTube, you can imagine that this only gets worse when I increase picture definition to 1080p and above.

Post on Reddit about internet: https://www.reddit.com/r/VirginMedia/comments/oav1ta/is_there_anything_obviously_wrong_here/?utm_med... 

I did notice that today docsis 3.1. appeared in my router settings, it wasn't there before. 

Is there anything you need to run some tests? 

Think broadband health monitor: https://www.thinkbroadband.com/broadband/monitoring/quality/share/01c4bd1dd5fdd4f958c3b5313b16f6310a...

Router settings: Virgin https://imgur.com/gallery/3iZdAtM

[jb66]

You could do with a little more signal, is there an old splitter you could remove if not being used?

[Martynjames]

Hello jb66,

Thank you for replying.

The cable comes out of the wall socket, runs around the wall for a total of roughly 8 metres and then goes directly into the little box that splits the cable for T.V. and broadband, there aren't any other splitters on the cable.

[Alex_RM]

Hi Martynjames,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've had some issues with your connection.

I've been able to locate your account using your forum details, and your hub is out of the specifications we would expect.

It's something I'll need to arrange an engineer for, I'll need to confirm a few details with your beforehand so I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

[Martynjames]

Okay, Alex. Thank you. I will have a look now and reply to you through private message.

Thanks again.

[Alex_RM]

Thanks for popping those details over to me 🙂

I've booked an engineer for you now, you can view the time and date of your appointment via your online account here

Alex_Rm

[Martynjames]

Why is this forum more helpful than your phone customer services 😂

Thank you, Alex. I appreciate your help and your time.

[Martynjames]

I'm probably being stupid but I can't seem to find a section that shows me booked engineer visits... Can you tell me when it is please?

[Martynjames]

Not to worry, I downloaded the app and found it there instead. It's Tuesday. Thanks again, Alex.

[Alex_RM]

No worries at all Martynjames,

Keep us posted with how you get on 🙂

Alex_Rm