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kirkleburger
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Awful speed. 100MB

Evening,

So, I've previously had Virgin Media broadband with no issues, but I left as the price double and got a Sky deal.

Since coming back, I have have Vivid 100. It am getting a max of 40.

When it was installed, the engineers said we needed a repull, and despite speaking to support on the phone (which is a nightmare) the speed remains poor and no one can tell me if the repull has been done.

Both of my neighbours have the same issue and they had an engineer last week who said there were LOADS on network errors in our area, and to get us to complain too.

I have complained and have heard nothing back, other than some scripted BS which is both lies and not getting the point (if you have more than none device connected the speed halves - no, it doesn't).....

Can anyone on here help please?

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kirkleburger
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Re: Awful speed. 100MB

Here are the router downstream logsScreenshot_20190507-195507.jpg

 

Screenshot_20190507-195501.jpg

 

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Aaron2
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Re: Awful speed. 100MB


@kirkleburger wrote:

Evening,

So, I've previously had Virgin Media broadband with no issues, but I left as the price double and got a Sky deal.

Since coming back, I have have Vivid 100. It am getting a max of 40.

When it was installed, the engineers said we needed a repull, and despite speaking to support on the phone (which is a nightmare) the speed remains poor and no one can tell me if the repull has been done.

Both of my neighbours have the same issue and they had an engineer last week who said there were LOADS on network errors in our area, and to get us to complain too.

I have complained and have heard nothing back, other than some scripted BS which is both lies and not getting the point (if you have more than none device connected the speed halves - no, it doesn't).....

Can anyone on here help please?


Is this via hardwire or WiFi?

I work for Virgin Media - but all opinions posted here are my own
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kirkleburger
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Re: Awful speed. 100MB

Mostly WiFi, bit some kit is CAT6.

Having to reboot the router probably every week as it locks up.

Tonight cabled I get 50

Wireless stood over the router 40

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Aaron2
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Re: Awful speed. 100MB


@kirkleburger wrote:

Mostly WiFi, bit some kit is CAT6.

Having to reboot the router probably every week as it locks up.

Tonight cabled I get 50

Wireless stood over the router 40


Wireless speed is irrelevant here considering the fact it comes with no speed guarantee. I'm assuming you're on the 100Mb package from the title, how many devices are currently connected and what are they doing right now?

What laptop do you have? What speed is the adapter?

I work for Virgin Media - but all opinions posted here are my own
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kirkleburger
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Re: Awful speed. 100MB

About 12, but most are idle/barring ff my mine and the wife's mobiles at the moment.

Ethernet cards are Gigabit.

I'm concerned about the engineers comments about errors and how we all need to report it to get it fixed. Either that or its BS.

 

And yes Vivid 100 Smiley Happy

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Aaron2
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Re: Awful speed. 100MB


@kirkleburger wrote:

About 12, but most are idle/barring ff my mine and the wife's mobiles at the moment.

Ethernet cards are Gigabit.

I'm concerned about the engineers comments about errors and how we all need to report it to get it fixed. Either that or its BS.

 

And yes Vivid 100 Smiley Happy


So, the 100 package is best suited for 9 devices, so you may just have some congestion there; granted they're doing nothing so the "intelligent" wifi "should" prioritise the devices which actually do something. You could probably try contact Customer Care on 150 from a VM Landline or 0345 454 11 11 and ask they send you a new Hub 3 as yours is acting up. They may hand you to faults for diagnostics or just whip one out on the spot for you.

I work for Virgin Media - but all opinions posted here are my own
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kirkleburger
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Re: Awful speed. 100MB

Ok cheers. Is that likely to solve the issue? Only been live for 8 weeks now.

The last engineer put an attenuator on the cable, should I leave that on?

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Aaron2
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Re: Awful speed. 100MB


@kirkleburger wrote:

Ok cheers. Is that likely to solve the issue? Only been live for 8 weeks now.

The last engineer put an attenuator on the cable, should I leave that on?


Take it off and see what happens, alternatively check it's tightened but not too tight.

I work for Virgin Media - but all opinions posted here are my own
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kirkleburger
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Re: Awful speed. 100MB

OK.

With regards to the amount of neighbours reporting network issues that engineers have confirmed, how do i get Virgin Media to address those?

Are the errors on the screenshots about normal?

Is there a way not to get to the outsourced Virgin Media support centre? As frankly they are ridiculous. I logged a COM complaint oiver a week ago, and would be called back 'in 2 hours', but nothing,

 

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