Menu
Reply
Pankajsucar
  • 8
  • 0
  • 0
Tuning in
447 Views
Message 1 of 14
Flag for a moderator

Book an engineer

Getting exasperated now.

Need to book an engineer to come and sort this crap broadband. Since day 1 the speed is only 1.9mbps actual package is 100mbps. Not even getting half of it 

Got 100 mbps package, and getting 1.9mbps download and 1.4 mbps upload. Should be getting 100mbps. Done multiple speed tests.

Tried calling virgin so many times. Same process restart hub. Nothing has improved. Called at least every day. Been already charged for this month even though I can't use it.

Kids studying at home as they are in isolation, and speeds are dire. They cannot load a page like this. Tried resetting multiple times, to no avail. Nowhere on the website can you book someone to look at this, and the phone waiting times are obscene.

Please can someone help!

Tags (1)
0 Kudos
Reply
jpeg1
  • 4.52K
  • 254
  • 728
Community elder
392 Views
Message 2 of 14
Flag for a moderator

Re: Book an engineer

If this a problem with the broadband service you will need an engineer visit to put it right. If it's only the WiFi then they won't come but there are are other remedies.

What speeds do you get with a device connected to the Hub with an ethernet cable?

Pankajsucar
  • 8
  • 0
  • 0
Tuning in
387 Views
Message 3 of 14
Flag for a moderator

Re: Book an engineer

Hi,

Thank you.

Broadband speed is 1.9mbps.takes ages to load page when I search something on Google/website. don't have any device connected via ethernet.

Every time I call virgin they ask me to restart the hub. After wasting all that time everyday ,it's same speed of 1.9mbps.

They don't even send an engineer. I bought this contact 2 weeks ago. Regret it now.

0 Kudos
Reply
jpeg1
  • 4.52K
  • 254
  • 728
Community elder
381 Views
Message 4 of 14
Flag for a moderator

Re: Book an engineer

Is that speed with a wired connection? WiFi tests are not valid.

Set your browser to the Hub at 192.168.0.1.    Click on Check Router Status.  Copy and paste here the downstream, upstream and Router Log data.  Post as text, not screen shots. 

0 Kudos
Reply
Pankajsucar
  • 8
  • 0
  • 0
Tuning in
372 Views
Message 5 of 14
Flag for a moderator

Re: Book an engineer

I don't any device that I can connect it without WiFi. Only have my kids tablet and Mobile phones.

 

0 Kudos
Reply
jpeg1
  • 4.52K
  • 254
  • 728
Community elder
359 Views
Message 6 of 14
Flag for a moderator

Re: Book an engineer

That is going to make it more difficult.  Virgin will only send an engineer if there is a fault with the broadband connection, as they do not guarantee WiFi speeds.  Use the tablet to log on to the Hub and post the data like I said above.

Pankajsucar
  • 8
  • 0
  • 0
Tuning in
290 Views
Message 7 of 14
Flag for a moderator

Re: Book an engineer

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.438256 qam25
22670000003.738256 qam17
32750000003.538256 qam18
42830000003.238256 qam19
52910000003.238256 qam20
62990000003.538256 qam21
73070000003.738256 qam22
8315000000438256 qam23
93230000004.438256 qam24
103390000004.338256 qam26
113470000004.438256 qam27
12355000000438256 qam28
133630000004.538256 qam29
143710000004.640256 qam30
153790000004.838256 qam31
163870000004.540256 qam32
173950000004.338256 qam33
184030000004.640256 qam34
194110000004.938256 qam35
204190000004.438256 qam36
214270000003.738256 qam37
224350000003.238256 qam38
23443000000438256 qam39
244510000004.338256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.960
2Locked38.980
3Locked38.990
4Locked38.990
5Locked38.950
6Locked38.980
7Locked38.950
8Locked38.670
9Locked38.960
10Locked38.960
11Locked38.950
12Locked38.950
13Locked38.950
14Locked40.360
15Locked38.960
16Locked40.340
17Locked38.950
18Locked40.340
19Locked38.950
20Locked38.650
21Locked38.9180
22Locked38.900
23Locked38.900
24Locked38.900

Bought a latop yesterday and conneted via ethernet cable.

0 Kudos
Reply
jpeg1
  • 4.52K
  • 254
  • 728
Community elder
275 Views
Message 8 of 14
Flag for a moderator

Re: Book an engineer

That looks good so far. Do a speed test with the laptop. Make sure that no other devices are working at the same time.

0 Kudos
Reply
Pankajsucar
  • 8
  • 0
  • 0
Tuning in
267 Views
Message 9 of 14
Flag for a moderator

Re: Book an engineer

Speed test is 1.9mbps download and 1.3mbps upload.

Connected via ethernet and WiFi as well. All the other devices disconnected.

0 Kudos
Reply
jpeg1
  • 4.52K
  • 254
  • 728
Community elder
261 Views
Message 10 of 14
Flag for a moderator

Re: Book an engineer

That is certainly not acceptable. You should phone in and report this as a fault.  Or you could wait until a Virgin staff member sees this thread and offers to help.  That may take a few days.

0 Kudos
Reply