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Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

On 31st October 2020 I left BT for Virgin expecting consistent BB speeds averaging not less than 25Mbps as advertised.

The BB is so slow (sub 1Mbps) that using email and the web is not worth it. I have tried all the suggested tips and resets, but to no avail. I have an outstanding fault code waiting for action since 21 hours ago.

I really want it to work, but may have to exercise the 14 day right to refuse the service. I need to make a decision tis week if I terminate.

Any suggestions from the community? Thanks in advance.

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Alessandro Volta
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Message 2 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

How are you testing speeds, Wi-Fi or ethernet cable connected device ?

What is your contracted speed ?

What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

I only tested the line speed ingress using various online testers. Those speeds were D/L 0.9 Mbps and U/L 0.6 Mbps average.

As the line speed to the house is so poor, there is no point looking at hub to device speeds.

Also, the Virgin service checks/tests declare that there are no issues! Clearly there are, so if you have any advice I can try that will be welcomed.

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Message 4 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

How do you know that the low speed is the incoming speed and not Wi-Fi interference ?

Can you please answer the questions ...

How are you testing speeds, Wi-Fi or ethernet cable connected device ?

What is your contracted speed ?

What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

My contract is M50 fibre, so I assume that my speed should be 50Mbps.

I have no technical testing kit. As I said, I used the internet speed test services.

I don't really care if the low speed is incoming speed or Wi-Fi interface - it is all Virgin's kit and I need it to provide the speeds they contracted to.

speedtest.net gave me D/L 0.19 and U/L 0.82

 

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Alessandro Volta
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Message 6 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

VM are not obliged to give you Wi-Fi speed !!

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 7 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

Here's a copy of the basic results:

snorris_0-1604336025846.png

 

Very Large File (1GB)

IPv4 Port: 80818080
IPv6 Port: 80818080

70 mins @ 2 Mbps
17 mins @ 8 Mbps
5 mins @ 30 Mbps
3 mins @ 60 Mbps
75 secs @ 120 Mbps

snorris_1-1604336025850.png

 

Large File (512MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

35 mins @ 2 Mbps
9 mins @ 8 Mbps
3 mins @ 30 Mbps
70 secs @ 60 Mbps
35 secs @ 120 Mbps

snorris_2-1604336025854.png

 

Large File (200MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

14 mins @ 2 Mbps
4 mins @ 8 Mbps
1 mins @ 30 Mbps
27 secs @ 60 Mbps
14 secs @ 120 Mbps

snorris_3-1604336025859.png

 

Medium File (100MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

8 mins @ 2 Mbps
2 mins @ 8 Mbps
27 secs @ 30 Mbps
14 secs @ 60 Mbps
7 secs @ 120 Mbps

snorris_4-1604336025862.png

 

Medium File (50MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

4 mins @ 2 Mbps
1 min @ 8 Mbps
14 secs @ 30 Mbps
7 secs @ 60 Mbps
4 secs @ 120 Mbps

snorris_5-1604336025865.png

 

Small File (20MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

80 secs @ 2 Mbps
20 secs @ 8 Mbps
6 secs @ 30 Mbps
3 secs @ 60 Mbps
1.5 secs @ 120 Mbps

snorris_6-1604336025868.png

 

Small File (10MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

40 secs @ 2 Mbps
10 secs @ 8 Mbps
3 secs @ 30 Mbps
1.5 secs @ 60 Mbps
0.7 secs @ 120 Mbps

snorris_7-1604336025870.png

 

Extra Small File (5MB)

IPv4 Port: 80818080
IPv6 Port: 80818080

20 secs @ 2 Mbps
5 secs @ 8 Mbps
1.5 secs @ 30 Mbps
0.7 secs @ 60 Mbps
0.4 secs @ 120 Mbps

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Alessandro Volta
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Message 8 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

Why can't you supply the information asked for instead of going off at a tangent ?

giphy

 

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Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

Because I do not work for Virgin. I do not get paid for gathering this information by following your instructions.

I am not an engineer. I am a member of the public who contracted for a service that I am not receiving from this ISP. It is not my responsibility to spend my unpaid time (or yours) in an effort to support Virgin Media.

I would like the service to work properly. I expect them to respond and investigate in order to provide an MOP or action plan to complete their side of the contracted service.

If this is not achieved within the next 36 hours, I will use my consumer rights to exit the contract without penalty.

Thank you for your interest. Credit where it's due.

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Message 10 of 17
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Re: Broadband speed 0.9Mbps and 0.6 Mbps. Area 20 with brand new installed Virgin package.

Why did you come onto this Community Forum for assistance ?

It looks like you are going to be on your own waiting for one of the VM Staff to come along and ask for the same information in a week or so.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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