I was a fairly happy SuperHub-3 200Mbps customer but decided to upgrade to the Hub4 1Gig service at end Dec-2020. Not my smartest move... it's proved unreliable and is causing me issues. When working, my VPN drops or stuff like Microsoft Teams locks up or drops audio or turns me dalek. Also intermittent issues with basic internet connectivity - browsing stutters, netflix buffering.
It's working but its a backward step for me and the poor reliability is frustrating.
I have had an engineer come today and check signals but he did not want to look at the Hub4 settings or anything - just get the right levels on the incoming cable. It was 'ok' when he left but speeds still variable and reliability is still to be tested over time.
One thing I have noticed is that while DOCSIS 3.1 is enabled, I am only getting 3.0 download / upload channels locked in. Is that a problem or me misunderstanding?
Speedtests used across ethernet connections, taken at different times and days are variable - between 150Mbps to 850Mbps.
More of the same (Netflix buffer, work disrupted - what has become known at work as "Steve's bloody Virgin Media issue"!. Now into a cycle every few days of...
1. Call VM helpdesk, get thru to 2nd line support after around 1hr 2. Repeat the problem to someone, who checks the line for a while and says there is a local issue and I need to wait for that to be fixed 3. I get a text to say local issue fixed and should be ok... reboot modem and still the same 4. GoTo #1
No point in posting the stats as they are pretty much back to the first set I posted.
As a backup option, I have now ordered an EE Broadband service and it gets installed (BT Openreach) next week. Its not as fast but if it is reliable then it will be fine. I guess the TV service will have to be either freeview or mebbe Sky (not sure I want more cables all over though).
***** Can anyone advise if there is a way I can escalate this to get it fixed? *****
I've been with VM since the Cable London days and while they can be annoying, I always thought I would stick with them. It'll be weird moving on from the blueyonder.co.uk email, but now switching them across to my gmail.