I've been with virgin for the last 3 years, the service has always been adequate however over the last 2 months I've been experiencing incredibly slow speeds at the best of times and often the wifi will stop working all together. I've been trying to get this issue sorted and after around 10 hours on hold with a few instances where I've waited on hold for an hour for the call to be disconnected, I managed to get an engineer booked. When he came he stated that the wires we had were of poor quality, swapped them and said due to COVID and people working from home everybodies speeds are slower. Due to difficulties getting technical support at the moment, he advised us to get another housemate to open a new account with virgin; most likely to get some sort of commision, however this wasn't possible due to virgin only offering 18 month contracts (despite the engineer stating 12 month contracts were still available) and we only have 9 months left in our house before we move out.
When I spoke to technical support via phone, I was told the speeds will be reduced due to device overload. When I explained that we haven't added any devices in the last 12 months and that our issues have been going on for 2 months; with slow speeds even when only 1 device is being used, I was told 'the wifi box can be tired after being used by lots of devices so in the morning it could still have been sleepy'.
I live in an 8 person student house with most of the house being final year medical students. Currently we are not able to attend any of our online lectures due to the broadband issues. I understand that 8 people having phones and laptops is a lot of devices, but this has been the case for the last 3 years and the speed has been adequate until 2 months ago.
Our hub hasn't moved positions in the last year, we haven't added any devices, the wires have been changed, we've tried removing devices, using an ethernet cable for the TV box, using boosters and nothing has helped. The speeds state we're getting between 6mbps and 200mbps; it varies depending on what room however whichever room we're in and whatever speed speedtest.net is stating we cannot use our wifi; google searches take about 30 seconds if they work at all and streaming and watching lectures is becoming more difficult by the day.
I've tried using the virgin online chat system via their iphone app but I've been in a conversation for 4 days and nobody is responding on there, the only message I have received was asking me to do a speedtest which I've completed. Unfortunately as the chat service isn't 24 hours, I'm lucky if i get 1 reply per day and for the first 3 days I was put in a chat with the sales team despite stating I had connection issues so I'm no closer to getting a solution.
My only idea of what could be the problem is a faulty box; we've had the hub 3 for around 3 years and the engineer stated this is most likely the problem.
Please could anybody offer advice on how we can get these issues rectified?
What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a 'Live Link' to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.