Virgin Media Community

[PRED_exe]

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.

[jpeg1]

Are those speeds measured over WiFi or wired?

If on WiFi, check speeds on a PC with an ethernet connection.

[Andrew-G]

@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?

[PRED_exe]

Yeah I understand I'd have to cancel the contract, I just meant I don't want to keep paying for something that keeps causing issues. I have measured speed over the internet mainly using speedtest.net and other websites. Wireless connection tends to stay around the same area I mentioned in the original post, but with more frequent dips.

I am however using a PC connected through ethernet to test it most of the time and same thing applies, only around 40-50mbps max even at night when no other devices are using wireless. Admittedly I'm using a range extender as the Hub is downstairs and PC is upstairs. However, I've used wifi downstairs by the router just the same and there is absolutely no difference so both wifi and ethernet behave the same.

In regards to the property, it's just a house in a pretty populated area but not populated enough that I'd say it'd cause major internet issues from constant usage.

[jpeg1]

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.

[Andrew-G]

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.

[jbrennand]

Or get a 20/50m run of Cat5e Not Cat5!) cable (less than a tenner) and just trail it up the stairs temporarily until you do the speed tests properly. Doe the OC have a 1GB NIC card or is it 10/100 and so limited to max of 100? It may have defaulted back to that if a bad ethernet cable has been used - check in the PC network settings - also are the drivers up to date ?

[PRED_exe]

I have checked and my NIC card DOES support 1gb, but I've realised in the Hub 3.0 "Connected Devices" section that my PC is capped at 100. I am using a powerline adapter (TP-Link AV500) do you know if that particular one caps it at 100?

[jpeg1]

Easy enough to find:

https://www.tp-link.com/uk/home-networking/powerline/tl-wpa4226kit/#specifications

[PRED_exe]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

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

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

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

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0