I had M500 Fibre Broadband installed on Saturday and have noticed that my speed is very unreliable. I've checked via a LAN cable connected to the Hub and it seems to be all over the place, varying from 426Mbps right down to 31Mbps with the lower speeds being more frequent than the higher ones. I have even experienced dropouts with no connection whatsoever. Wi-Fi speeds seem abysmal as well. Can anybody help please?
Stats all in range (down channels a little high but in range). Try this first...
First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.
Then try a factory reset – a lot of the VM techies on here suggest it as a first option and it has worked for many customers.
Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).
-------------------- John --------------------
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.
I made all the physical checks and performed a factory reset, as you described. Unfortunately, it doesn't seem to have made any difference. I tried using the VirginMediaConnect App to see if that could detect any issues and got the following message:
The signal strength of the Hub is Poor. But no worries! We can sort this by rebooting your Hub.
I followed the procedure but to no avail.
I live in a small modern house, so I expected the speeds and Wi-Fi to perform quite well - I really don't understand why the speeds are so erratic and coverage so poor.
Can you set up a Broadband Quality Monitor (BQM) atthinkbroadband.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 can 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 then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.