Hub 3 Slow Internet

[llirp951753]

Good Morning 

I signed up to the M500 so I should be getting speeds between 400 to 500mbps down but i am only getting 202mbps and that is with just my computer directly connected to the hub 3 and nothing else connected to the network. 

I have also found that after about a week or two the speeds slow drop down till we start to notice streaming issues so we end up having to power the hub 3 off for 3 to 5 minutes to let it cool down and start again. 

I need this resolved urgently as i am not paying for a service that I am not getting 

[Kath_F]

Hi lilrp951753,

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your hub and broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi llirp951753,

Thanks for coming back to me via private message with your information. 

I've taken a look at things this end and can see the signal levels are out. We won't be able to resolve this remotely so I have arranged for an engineer to attend to resolve things.  

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.