Virgin Media Community

[Druw]

Hello,

I've been testing my speeds on speedtest.net since I upgraded and I'm only getting 500mb. I phoned the help support and I got told speedtest.net is not accurate so I have to use SamKnows.

When I try to test my seeds on SamKnows I get the message:

Your SamKnows enabled device is offline

Please check your SamKnows enabled device is turned on and connected to the internet.

The support team told me SamKnows must be updating and I should wait 48 hours for it to start working. It's been at least a week now and I still get the same message.

Also I emailed SamKnows about my issue, who replied instantly, and they said they have had no problems with their web site and I need to contact Virgin to solve the issue. So now I'm stuck.

Any help would be much appreciated.

[MikeRobbo]

I take it you mean samknows/realspeed ?

Is the Hub 4 in Modem Mode with a router / mesh system sat behind the Hub 4 ?

[Druw]

Yes, samknows.com/realspeed, It says connecting then shows a Hub 4 image but It's hard to see the rest because it very quickly disconnect to show the offline error.

I am not in modem mode. I'm directly connected from the Hub 4 to my PC using the ethernet cable provided and connected to my mobile using the wifi. Both give me the same results on samknows.com/realspeed

[MikeRobbo]

Try a different Cat 5E / 6 cable between the Hub and PC.

Then

Disconnect the phone from the Wi-Fi and let us know what you get then.

[Druw]

Changed to another Cat 6 cable, all devices are disconnected from the wifi and I still get the same error on PC

I had to turn the power off the Hub 4 to get to the wires, so the hub 4 has been reset also.

[MikeRobbo]

Have a read of >> This Thread <<

It seems Sam Knows have a fix.

[Druw]

The fix on that post says they contacted samknows and they sorted it.

I've already contacted samknows about the issue and they said:

Thank you for your email.
Unfortunately, we are unable to assist you directly, because you are part of Virgin Media’s volunteer group.
Please can you contact the Virgin Media trial team at: trialsupport@virginmedia.co.uk
They will advise you further.

I sent my problem to that address on the 14th August and I've still had no reply. So I'm not even sure if its a valid address.

[MikeRobbo]

Using another device can you ping the PC over the LAN ?

[Druw]

I think that's going a little beyond my understanding of computers, sorry.

I only have mobile phones. I'm not sure how to ping the PC from a phone, or if that's even possible.

[jhuk]

Samsknows is glitchy at best, I posted this the other day (The left inbound side has absolutely nothing to do with PC/cables side this is from VM through their coax to the HUB4, I also believe the HUB4 can limit the right outbound side at times also).

Like so:

A few seconds later.