on 27-03-2022 19:29
I have been using virgin media fibre for a long time, and no one has ever managed to fix this issue. It's gotten to the point now where I'm strongly considering switching to another provider. I am paying for the Mix Bundle which includes the average speed of 362mbps (M350) and I have NEVER gotten anywhere CLOSE to that speed. The best I get is around 50 and that's on a good day. I have previously posted here about my router being broken, red light and all. Someone came and replaced it and now the router seems fine but the speed hasn't changed. It's 50mbps at its best and sometimes dips down to the 10s and 20s. Not to mention that when I'm downloading something whether it be a video game or anything even if it's not too big the speed drops FAR down to the 10s and even lower even when the file is downloading at only around 3mbps.
This is not the speed I am paying for. I have called customer service on the phone multiple times and have always had the same experience. I always get put on hold for upwards of 30 minutes and passed on to the next person higher up only to be told something along the lines of "We will get back to you" only to never be contacted or called again. After I've called multiple times I've even been told "There is no previous calls on record" even though I've called before. I don't know if the speed is capped on the other end or what the problem is but whatever it is I am not gonna keep paying if this continues.
Answered! Go to Answer
on 29-03-2022 01:38
on 28-03-2022 10:17
Are those speeds measured over WiFi or wired?
If on WiFi, check speeds on a PC with an ethernet connection.
on 28-03-2022 10:49
@PRED_exe but whatever it is I am not gonna keep paying if this continues.
If you've had enough, you need to phone or write to cancel the contract (and make sure you're not subject to early exit penalties). Simply stopping paying means your credit history will be marked with defaulted payments and VM will pass it on to debt collection agencies (and VM and they will add late payment charges and costs, making the problem worse). If there's a wireless problem, we can explain what your options are to improve that, if it is a broadband problem we can help you investigate that and get things fixed.
Give us a few details - how are you measuring speed, on what device, how is it connected to the hub, are both ethernet and wireless devices similarly affected? If wifi only, what type of property, and construction type?
on 28-03-2022 15:18
28-03-2022 15:25 - edited 28-03-2022 15:25
Can you as a temporary test, move the PC downstairs and connect it directly to the Hub? This will be a proper test of exactly what speeds you are getting from Virgin.
on 28-03-2022 15:29
If the problem is across wifi and ethernet then chances are it is a broadband problem. Pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 28-03-2022 15:32
on 28-03-2022 22:56
on 28-03-2022 22:59
Easy enough to find:
https://www.tp-link.com/uk/home-networking/powerline/tl-wpa4226kit/#specifications
on 28-03-2022 23:03
1 | 331000000 | 6.8 | 40 | 256 qam | 25 |
2 | 203000000 | 6.5 | 40 | 256 qam | 9 |
3 | 211000000 | 6.1 | 40 | 256 qam | 10 |
4 | 219000000 | 6.3 | 40 | 256 qam | 11 |
5 | 227000000 | 6.8 | 40 | 256 qam | 12 |
6 | 235000000 | 7.3 | 40 | 256 qam | 13 |
7 | 243000000 | 6.6 | 40 | 256 qam | 14 |
8 | 251000000 | 6.1 | 40 | 256 qam | 15 |
9 | 259000000 | 6.5 | 40 | 256 qam | 16 |
10 | 267000000 | 6.8 | 40 | 256 qam | 17 |
11 | 275000000 | 7.1 | 40 | 256 qam | 18 |
12 | 283000000 | 6.9 | 40 | 256 qam | 19 |
13 | 291000000 | 6.3 | 40 | 256 qam | 20 |
14 | 299000000 | 6.1 | 40 | 256 qam | 21 |
15 | 307000000 | 6.3 | 40 | 256 qam | 22 |
16 | 315000000 | 6.5 | 40 | 256 qam | 23 |
17 | 323000000 | 6.8 | 40 | 256 qam | 24 |
18 | 339000000 | 6.5 | 40 | 256 qam | 26 |
19 | 347000000 | 6.6 | 40 | 256 qam | 27 |
20 | 355000000 | 6.9 | 40 | 256 qam | 28 |
21 | 363000000 | 6.9 | 40 | 256 qam | 29 |
22 | 371000000 | 6.6 | 40 | 256 qam | 30 |
23 | 379000000 | 6.5 | 40 | 256 qam | 31 |
24 | 387000000 | 6.9 | 40 | 256 qam | 32 |
1 | Locked | 40.3 | 4397 | 192 |
2 | Locked | 40.9 | 30462 | 1750 |
3 | Locked | 40.9 | 30573 | 1578 |
4 | Locked | 40.3 | 29298 | 1358 |
5 | Locked | 40.3 | 27695 | 1096 |
6 | Locked | 40.9 | 25657 | 890 |
7 | Locked | 40.3 | 24079 | 717 |
8 | Locked | 40.9 | 20772 | 644 |
9 | Locked | 40.3 | 18120 | 392 |
10 | Locked | 40.9 | 15554 | 203 |
11 | Locked | 40.9 | 13863 | 281 |
12 | Locked | 40.3 | 12953 | 418 |
13 | Locked | 40.3 | 11102 | 572 |
14 | Locked | 40.3 | 9192 | 266 |
15 | Locked | 40.3 | 7614 | 62 |
16 | Locked | 40.9 | 5589 | 69 |
17 | Locked | 40.3 | 4937 | 128 |
18 | Locked | 40.3 | 4981 | 472 |
19 | Locked | 40.3 | 5228 | 184 |
20 | Locked | 40.3 | 5026 | 60 |
21 | Locked | 40.3 | 4065 | 48 |
22 | Locked | 40.3 | 3752 | 94 |
23 | Locked | 40.3 | 3568 | 229 |
24 | Locked | 40.9 | 2865 | 294 |
1 | 53699998 | 32.8 | 5120 | 64 qam | 2 |
2 | 60300082 | 33.3 | 5120 | 64 qam | 1 |
3 | 46200000 | 32.5 | 5120 | 64 qam | 3 |
4 | 39400000 | 32.3 | 5120 | 64 qam | 4 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |