cancel
Showing results for 
Search instead for 
Did you mean: 

Speed not as expected

client872
Joining in

Bought 500mbps, getting 250mbps max. Have tried wired speed test and different cables (all CAT6 or higher). Wireless coverage is also poor.. 6 bed house, not sure Hub3.0 was the best choice from what I've read.

1 ACCEPTED SOLUTION

Accepted Solutions

John_GS
Forum Team
Forum Team

Hi @client872 

Thanks for joining me on PM and confirming your details. This has enabled me to book the tech visit in for the downstream power level issue – The visit will be viewable via your online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

See where this Helpful Answer was posted

6 REPLIES 6

John_GS
Forum Team
Forum Team

Hi @client872 

Thanks for posting and welcome back to the community.

Sorry to hear of the lower than expected speeds.

Your downstream power levels are higher than should be, this needs a tech visit.

I'll send you a PM now to assist further.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Client62
Legend

"6 bed house" - time to invest in a proper network solution for the size and construction of your property.

For comparison we have a home with 2 levels and 12 rooms, this we can cover with Hub 3 in Router mode plus a pair of Wireless Access Points.


Sephiroth
Alessandro Volta

I would only differ from Client62’s advice by suggesting modem mode, you own router and meshed or wired access points.

Reason:  Hub 3 is a known flawed device in router mode and prone to the ATOM PANIC that you can google which kills everything until it resets.  But the main message from Client62 is fully correct - a proper network solution.

Seph - ( DEFROCKED - My advice is at your risk)

John_GS
Forum Team
Forum Team

Hi @client872 

Thanks for joining me on PM and confirming your details. This has enabled me to book the tech visit in for the downstream power level issue – The visit will be viewable via your online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

client872
Joining in

Thanks all. The technician visit resolved. I do have a mesh network due to the size of the property which is just as well as coverage with the Hub3.0 appears notably quite poor.

Great to hear all resolved @client872 

Please do pop back to the community should you ever need further assistance.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill