Virgin Media Community

[Beli96]

Hi all,

After switching over to Virgin a few weeks ago from TalkTalk, I have been plagued with nothing but problems. I have a Hub 3.0. My so called extra fast Wifi with an average download speed of 350Mbps is nowhere near that, and has taken over 19 hours to download a 35GB file. It drops out constantly, and the reach of the signal from the Hub barely stretches to the adjacent room.

90% of the time I have an issue and go to check the status of my hub, there is either an unidentified problem, or it cannot find it at all.

It cannot be my devices that are the issue as during the overlap when my previous internet was still set up, the speed on that was far better- even though it was only advertised as up to 50MBps.

I have tried multiple things, including resetting and rebooting the hub, and changing the names of the SSID to try to connect only to the 5Ghz band, but it made no difference, and instead kindly switched over to a Virgin media hotspot- even a hotspot near my house has better signal.

When I go onto the help section of Customer Service and get asked my postcode and last name, I get a message telling me that my name and address don't match the WiFi I am using. This is frustrating as that then stops me from any further diagnostics.

The live chat is also not accepting messages for faults, which is of no help, and so I resort to here.

Is there anyone that can help me solve this? If I can't get this fixed soon I'm afraid I will have to look for another ISP- which is a shame as Virgin seemed so promising.

Thankyou all in advance.

[Client62]

Here are a few self help links :

https://my.virginmedia.com/faults/service-status    ( this is good if there a a major outage, less so for a local fault )

Free Phone 0800 561 0016 - this automated service is the best for a local fault.

https://www.samknows.com/realspeed/     -  this link can test the speed to the Hub as well as to the Device - on started click on "Run full test "

From the Hub's  "Check router status"  ( before you log in ) the Downstream / Upstream stats give info about the condition of the service.  Copy / paste the text into the thread for a hand in reading information.

From the Hub's admin menu - Run the Diagnostic tool

[Beli96]

Hi Client62,

Thankyou for the reply.

I cannot use the first link, as I get the message:

"Check a different address-You have signed in to an account that doesn't match the address you'd checked. Please sign in to the account for"

I have also been on the samknows website- again it will say I have a high download speed but all my devices say otherwise. 

I am very confused as other than the obvious "Oops, something went wrong" or "Couldn't find router" issues I constantly have (including right now) there isn't physically anything to disrupt my internet so much, even when only in the next room.

Many thanks

My Downstream/ Upstream stats are below:

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

1	49600000	50.3	5120	64 qam	1
2	43100000	50	5120	64 qam	2
3	30100000	49.8	5120	64 qam	4
4	36600000	50	5120	64 qam	3
5	23599947	49.3	5120	64 qam	9

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
5	ATDMA	0	0	0	0

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

1	203000000	-1.4	40	256 qam	9
2	211000000	-1.5	40	256 qam	10
3	219000000	-1.7	40	256 qam	11
4	227000000	-1.7	40	256 qam	12
5	235000000	-1.9	40	256 qam	13
6	243000000	-2.2	40	256 qam	14
7	251000000	-2.2	40	256 qam	15
8	259000000	-2.2	40	256 qam	16
9	267000000	-2.2	40	256 qam	17
10	275000000	-2.7	40	256 qam	18
11	283000000	-2.7	40	256 qam	19
12	291000000	-2.7	40	256 qam	20
13	299000000	-2.7	40	256 qam	21
14	307000000	-2.7	40	256 qam	22
15	315000000	-2.7	40	256 qam	23
16	323000000	-2.5	40	256 qam	24
17	331000000	-2.5	40	256 qam	25
18	339000000	-2.4	40	256 qam	26
19	347000000	-2.2	40	256 qam	27
20	355000000	-2.5	40	256 qam	28
21	363000000	-2.7	40	256 qam	29
22	371000000	-2.7	40	256 qam	30
23	379000000	-2.4	40	256 qam	31
24	387000000	-2.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	6	0
2	Locked	40.3	6	0
3	Locked	40.9	6	0
4	Locked	40.3	4	0
5	Locked	40.9	6	0
6	Locked	40.3	5	0
7	Locked	40.9	0	0
8	Locked	40.3	4	0
9	Locked	40.3	5	0
10	Locked	40.3	4	0
11	Locked	40.9	6	0
12	Locked	40.3	16	0
13	Locked	40.3	5	0
14	Locked	40.9	6	0
15	Locked	40.9	6	0
16	Locked	40.9	6	0
17	Locked	40.9	5	0
18	Locked	40.9	6	0
19	Locked	40.3	8	0
20	Locked	40.3	6	0
21	Locked	40.9	5	0
22	Locked	40.3	5	0
23	Locked	40.9	4	0
24	Locked	40.9	1	0

[Client62]

The Downstream Power and SNR are good the Upstream Power is a little high but the Modulation is correct.

Post in the Samknows Realspeed results if possible.   

The first step is to see if the speed at the Hub is correct for the service, if it is ok, then move to how the device performs and over WiFi that is going to be variable.

[Bebb]

Having same issue for weeks now, Virgin says same thing restar router.

https://community.virginmedia.com/t5/Speed/350mb-s-ben-average-42mb-s-for-past-4-weeks/m-p/5259404

samknows got average 44mbps on both

[Client62]

@Bebb 

Post your Samknows Realspeed results in your thread so as to avoid a diversion this customer's discussion.

[Beli96]

Hi, 

I have done the Realspeed test again, my download speed was 84 Mbps, however a few minutes later I tried again and it was in the high 100's. 

It seems to me as soon as I leave the room the router is in, the WiFi automatically switches over to a hotspot, it connects through Google play services and so far I cannot stop this from happening. 

My virgin connect app is still unable to find my hub and so I cannot for blackspots in my house. 

Is it a hub issue?

[Adri_G]

Hey Beli96, thanks for joining our community and for your first posts on our help forum.

We're sorry to hear of the speed issues you've had recently, have things improved since your last post on Sunday?

From our end it all seems to work perfectly and your service levels look spot on, we didn't find any area related issues either.

Was the issue present on both the wired and wireless network?

Do let us know in case you need further assistance, here to help out.

[Beli96]

Hi,

Thanks for getting back to me. I have rebooted and reset my hub a few times and not had as many drop outs. I am still losing connection when I go into another part of the house though and automatically connecting to the hotspot nearby. Last night was the first time in about a week I could find the hub on the virgin connect app so I hope it is the end of my issues.

[Ashleigh_C]

Thank you so much for letting us know @Beli96 and we are hopeful that things are looking better for you. 

Please do monitor this and let us know how things are looking going forward?