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Gpullen
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Cancelling due to slow and dropping broadband.

I’ve had 200mb broadband now about 4 weeks and noticed the speed is consistently fluctuating most days disconnecting during the day. The speed often reads just over 100mb never 200mb as purchased.

i understand I can cancel my contract if speeds aren’t regularly met. How do I go about this?

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DJ_Shadow1966
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Re: Cancelling due to slow and dropping broadband.

Hello

Have a look at this it will explain about the minimum speed guarantee https://www.virginmedia.com/shop/the-legal-stuff/virgin-media-speed-policy and also will explain the cancellation process.

How are you testing the  speed is it wired or wireless ?

Regards Mike

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Gpullen
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Re: Cancelling due to slow and dropping broadband.

Hi Mike,

thanks for your reply with help.

I've tested wired. 

I had the same set up a couple of years since on 100mb and the service was flawless hence my return. ☹️

 

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DJ_Shadow1966
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Re: Cancelling due to slow and dropping broadband.

Hello

This could be fixed pretty easy.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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