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Ben_Ferris
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Upgraded internet downgraded performance!

Hey so a couple of days ago I upgraded my internet package from 200m to 500m and since then I’ve had the worst experience using the internet provided by virgin to date. What are my options here? I’ve reset the hub multiple times but still I’m having issue with WiFi and Ethernet which I didn’t have before upgrading. Do I need a hub 4, I was under the impression they are for people with a gigabyte connection? 

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Aaron2
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Re: Upgraded internet downgraded performance!

Hub 4 probably wouldn't solve the issue, can you go to http://192.168.0.1 and click "Show router status" then copy the contents from both Downstream and Upstream? https://my.virginmedia.com/faults/service-status also maybe checking here for any open faults as well. WiFi is a hit or miss but ethernet shouldn't be causing any issues and if so indicates something possibly worse but we won't know for sure.


** I work for VirginMedia but all opinions posted here are my own.
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Ben_Ferris
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Re: Upgraded internet downgraded performance!

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

68

0

2

Locked

40.3

24

0

3

Locked

40.9

36

0

4

Locked

40.3

37

0

5

Locked

38.9

28

0

6

Locked

38.9

42

0

7

Locked

38.9

43

0

8

Locked

38.9

28

0

9

Locked

38.9

50

0

10

Locked

38.9

24

0

11

Locked

38.9

27

0

12

Locked

38.9

58

0

13

Locked

38.9

25

0

14

Locked

38.6

48

0

15

Locked

38.9

148

0

16

Locked

38.9

34

0

17

Locked

38.6

26

0

18

Locked

38.9

56

0

19

Locked

38.9

30

0

20

Locked

38.6

62

0

21

Locked

38.9

29

0

22

Locked

38.9

20

0

23

Locked

38.6

36

0

24

Locked

38.6

33

0

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

2.7

38

256 qam

1

2

146750000

2.5

40

256 qam

2

3

154750000

2.7

40

256 qam

3

4

162750000

2.9

40

256 qam

4

5

170750000

2.9

38

256 qam

5

6

178750000

1.9

38

256 qam

6

7

186750000

0.7

38

256 qam

7

8

194750000

0

38

256 qam

8

9

202750000

-0.4

38

256 qam

9

10

210750000

-0.5

38

256 qam

10

11

218750000

-0.9

38

256 qam

11

12

226750000

-1.5

38

256 qam

12

13

234750000

-2

38

256 qam

13

14

242750000

-2.5

38

256 qam

14

15

250750000

-2.2

38

256 qam

15

16

258750000

-2

38

256 qam

16

17

266750000

-1.5

38

256 qam

17

18

274750000

-1.5

38

256 qam

18

19

282750000

-1.2

38

256 qam

19

20

290750000

-1

38

256 qam

20

21

298750000

-0.7

38

256 qam

21

22

306750000

-1.2

38

256 qam

22

23

314750000

-1.2

38

256 qam

23

24

322750000

-1.2

38

256 qam

24




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

2

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

1

0

 

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200058

43

5120

64 qam

2

2

53700138

43.5

5120

64 qam

1

3

39400201

43.3

5120

64 qam

3

4

32600155

43.5

5120

64 qam

4

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Richw1982
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Re: Upgraded internet downgraded performance!

Try a pinhole reset to force any updates.  Press and hold reset button on back for 15 seconds then release for 5.  Repeat this 3 times and wait 10 mins for it to load back up.

 

Log into GUI by typing 192.168.0.1 into a web browser then go to 

-Advanced Settings > Wireless > Wireless Signal

1)  Make sure 2.4 and 5 are enabled.

2)  Scroll to bottom and disable smart Wi-Fi.

3)  Select 20 on 2.4GHz

4)  Select 20/40/80 on 5GHz.

Save settings.

 

(Wi-Fi will drop out and then re-connect)

Re-enable smart Wi-Fi and save settings again.

I work for Virgin Media - but all opinions posted here are my own
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Ben_Ferris
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Message 5 of 10
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Re: Upgraded internet downgraded performance!

Hey thanks for the info. Unfortunately there is no smart WiFi option under the path you suggested and the setting are set as recommended already by default. I’ve also reset via the pinhole 4 times, since upgrading as that’s the only way people actually seem to get the updated speed as I’ve  discovered. Should I just by myself a router? I feel like I pay more than enough for Virgin to provide more than a less than adequate device. What more frustrating is the fact this is meant to be an upgraded and it feels anything but.

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gary_dexter
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Message 6 of 10
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Re: Upgraded internet downgraded performance!

What issues are you getting on Ethernet?

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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Ben_Ferris
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Message 7 of 10
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Re: Upgraded internet downgraded performance!

Worse performance than I got previously. Slower speed and poor experience using shadow on my nvidia shield. With WiFi I have to constantly turn it off and on again on my phone to load stuff.

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Robert_P
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Re: Upgraded internet downgraded performance!

Hello Ben_Ferris

 

Sorry to hear of the broadband issues experienced since upgrading your broadband package, we appreciate how frustrating this can be and appreciate you taking the time to raise this via the forums.

 

It's been a few days since your last post so we're just checking in to see if this is still an issue following all of the helpful advice offered previously in this thread? We've looked at your account and nothing seems to be out of spec or range and no timeouts, this is since your last reboot just short of a day or so ago.

 

If you could let us know if you need further help with this.

 

Rob

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Ben_Ferris
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Message 9 of 10
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Re: Upgraded internet downgraded performance!

No its still being crappy in comparison to the lower 200M package. I decided to buy a fancy gaming router but sent that back the day it arrived because it was even worse, the performance that is than the hub 3. Max download speed with the Nighthawk were just over 1/5 of my stated (500M). Really annoyed as I chose the router based of the many many virgin customers raving about how it fixed their problems, just not mine. It takes longer now to upload to google drive for example, 2gb file took nearly 30 minutes yesterday. It just sucks that I now pay more for something that was better when it was cheaper. 

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Kath_F
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Message 10 of 10
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Re: Upgraded internet downgraded performance!

Hi Ben_Ferris, 

Thanks for coming back and sticking with us on this one. 

OK - wired connection - are you able to connect via an ethernet cable to check what speeds you are getting when connected in that way. Make sure you are using a pc or laptop that has no pending updates to complete and that you're using the latest browser version too. Run the speed through speedtest.net and post the results here. 

As for the WiFi, is may be beneficial for you to split the networks. You can do this by following these steps:

•    Access your Hub by navigating to 192.168.0.1
•    Login with the default login info (on base of Hub) unless you've already updated it.
•    Go to Advanced Settings > Wireless > Security
•    Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID) and the Wifi password (network key).
•    Repeat for the Wireless Frequency 5GHz and click on Apply changes.*
*    Make sure that both frequencies are named differently and are still identifiable
 

Come back and let us know how things go. 

Thanks,

Kath_F
Forum Team



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