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Eddbur
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Broadband speed and dropping out hi

I have very poor upload and download speeds and also dropping out .

I have spent 21/2 hours on the phone waiting and just need some help in contacting virgin.

 

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jbrennand
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Re: Broadband speed and dropping out hi


@Eddbur wrote:

I have very poor upload and download speeds and also dropping out .

I have spent 21/2 hours on the phone waiting and just need some help in contacting virgin.


Is that on wifi connections or ethernet cabled connections - or both?  What package are you on ?  What are you getting?  How are you testing?

Calling in at 08.00 gives the best chance of getting straight through.

You can also text them on 07533 051809 include account name/number and what the issue is – replies may take longer.

A VM person should pick this up here and respond, but it can take several days for them to get here.


--------------------
John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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MikeRobbo
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Re: Broadband speed and dropping out hi

What is your contracted speed ?

Which Hub do you have ?

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


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Eddbur
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Re: Broadband speed and dropping out hi

Hi John 

Thank you for the reply . I have connected the laptop to the hub via Ethernet cable and also via Wi-fi . I have connected to various broadband speed sites all giving me similar results.

I am on a 350mb package and virgin states I should get a minimum of 181 download and 35 upload , neither of which I am getting . 
I have finally got hold of someone once I went through to the cancellation department and now have an engineer visiting on Thursday 

 

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Eddbur
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Re: Broadband speed and dropping out hi

Hi Mike 

I am getting 20-25 download and 0.3 upload .

paying for the 350mb package and have finally got through to someone once I said I wanted to cancel due to virgin not fulfilling their part of the contract 

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MikeRobbo
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Alessandro Volta
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Re: Broadband speed and dropping out hi

Disable any VPNs that you have running.

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 'Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Broadband speed and dropping out hi

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, Configuration 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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