I was delighted when Virgin told me I was being upgraded to M200 free of charge (from an old 150Mb plan), but wish they'd left me alone! My previous 150Mb service was very, very reliable, and seldom slipped beneath 160Mb(ish) download, and rock solid 10Mb upload. Post-upgrade however, my download speed averages 50-70Mb, and upload is anything between 1 and 5Mb (on an ethernet connection; Wi-Fi speeds are understandably slower). Useable maybe, but why should I pay mega-bucks for a sub-standard service???
Rebooting the hub (a Superhub 2) gives temporary relief for a few hours (maximum) but it soon slips back into 'slow-speed-mode'. My PC remains hard-wired to the router. No cables have been disturbed. No new devices (known or rogue) have appeared on my network. The onlything that has changed is the Virgin service.
What should I do? Virgin's off-shore 'support' team have been as helpful as usual (i.e. not very helpful at all), and I'm now stuck for which direction to take.
I've been very happy with all my Virgin services up to now (apart from the price-hikes of course) and I'm sure I can punch a hole in my annual £1500 bill by shopping around, but don't relish the challenge of switching to a new serive provder (or providers).
Thanks in advance for any suggestions on next steps (good, bad or indifferent!).
Post the Network, Upstream and Downstream logs from the hub admin pages
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Have you tried a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !
Might help. Or you could also try the "free" SH1/2/2ac upgrade/replacement scheme as yours is a bit long in the tooth now. - see the link below - as they are trying to get everyone onto Hub3's.
Thanks for posting and welcome to the community. I am sorry to hear of the lower than expected speeds. I can see that your upstream levels are higher than should be so this is more than likely the route cause of the issue. It does need a technician visit so I'll PM you now to arrange this.
A very polite Virgin engineer turned up last Friday at the designated time. He fitted a new Superhub 3 and tweaked the voltage in the cabinet in the street (he said they should have done this when my free upgrade happened). Thus far my internet performance is stable and the speeds are as expected (213Mb down, 20.5Mb up).
A great result and my faith in Virgin is restored.
Thanks very much for your assistance, and to everyone who provided advice on this thread.