We have been long term Virgin Media customers and have always had a very reliable and stable broadband connection from you.
We have been on the M350 Package for quite some time and have always found that we get a higher speed that rated. Easily reaching 360Mbps any time of day and 30Mbps upload.
Over the last month we have been facing speed and stability issues, the connection frequently drops out and when it is operating we are getting average speed of 4-8Mbps download and between 1 and 6Mbps upload.
We phoned customer services about this a few weeks ago and an engineer came out and replaced our older white v3 Hub with a newer revision black v3 hub.
The connection seems stable for a couple of days and we were back to hitting 360Mbps download and 30+Mpbs upload however the previous issues facing with the last hub seem to have returned.
To clarify, all tests I have carried out have been with the Hub operating in Modem Mode and attached directly via a Cat6 Cable to my PC.
Sometimes rebooting the Hub results in the speed going back to normal but this is only temporary and after a period of time (sometimes a few minutes, other times a few hours) the speed drops again or the connection drops out completely.
Would really appreciate if you could provide some advice.
Just copy/paste the data onto here. Don't worry too much about the formatting it can be easily read but DON’T include personal data or MAC addresses - blank them out. If you copy/paste the data, the board software will do the stripping for you (you may need to click the "submit" button a second time for it to send).
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Upstream power levels are maxed out, and that's usually a cause of instability and speed issues. Hold on here for the VM forum staff to pick this up and advise, failing that you can try phoning it in, but I would recommend waiting because VM use the world's worst offshore call centre.
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