Since the afternoon of Sunday the 15th of November, our broadband(200mbps package) speeds that are usually consistent at 160 mbps have tanked to being sub 10 mbps all week and 0.5 mbps at peak times(upload speeds don't seem to be affected). Obviously, with people working from home in the household, this is incredibly frustrating. We called VM on Sunday and they went through the usual protocol of resetting the Hub 3.0. They then scheduled an engineer for Wednesday.
On Wednesday an engineer turns up, who seems to be in a hurry, asks me to do a speed test then calls a supervisor. They tell him it seems to be an area issue, he proceeds to tell me, it is a utilisation area issue and there is nothing he can do but open a ticket. (he did not check any of the hardware thoroughly)
I call up VM today to chase and the support staff tell me that they don't think this is a utilisation issue because the speeds are too low and recommend we open up a complaint, which means we can leave VM without penalty.
Here's my issue, the other networks speeds aren't great, ideally, I want to get this fixed and stay with Virgin, however, I feel like they haven't exhausted all possibilities to fix this issue.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.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 should post the link straight away.
Post a 'Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.