Virgin Media Community

[Mani2]

Why have I been paying for 350 speed when i never get this speed!

I have connected laptop via ethernet even then struggles to get to 97mbps.

I also have a wifi adaptor for other rooms and still get no reception.

I literally have to use my data allowance on my phone cause no wifi!!

Terrible service

[SCA1972]

Common reasons for slow wired speeds, in no particular order:

1. Speeds below 100Mbps could be because the Ethernet adapter in the testing device is not a Gigabit adapter, so is limited to <100Mbps.
2. Damaged or faulty Ethernet cable or cable spec is to low, needs to be CAT 5e or higher to get >100Mbps.
3. Faulty or out of date Ethernet drivers.
4. Software on the testing device throttling speeds, often related to QoS or gaming optimisation settings.
5. CPU on the device maxing out and throttling speeds.
6. A device in between the hub and the testing device is the bottleneck e.g. powerline adapter or Ethernet switch.

If none of the above, then it could be a faulty hub or line.  Posting some hub stats might help.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI or a Hub 4, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: VM TV 360 box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[Lee_R]

Hi @Mani2 thanks for posting and welcome back to our community.

Sorry to hear that you're having connection and speed issues.  We've looked at our systems from here and we need to arrange a technician visit.  I am going to send you a private message to confirm your details.

Regards

Lee_R

[Lee_R]

Hi Mani2 thanks for confirming your details with me.

I have booked the first available technician to attend your property.  You can view and amend the appointment here.

Regards

Lee

[Mani2]

I have logged a complaint about Virgin services. Engineer came fitted a new part in box outside, found issues with hub settings , which have never ever been touched by me!

then said would send out pods to expand the connectivity in house because the Virgin power line adaptors weren’t doin anything,, he could see them on his equipment.

then lied when asked if any costs implications for pods he replied totally free!!

and guess what received email within a couple of hours stating pod posted out and additional £10 month. 
disgraceful when people are struggling at the moment to lie to extract more money off them

my family have numerous Virgin accounts which I administer because older people. 
this level of service we will all be gone!!

[David_Bn]

Hi @Mani2, if you're a Volt customer or have a 1 gig download speed on your Virgin Media connection, we would offer intelligent Wi-Fi without charge.

Are you a Volt customer?

Kindest regards,

David_Bn

[Mani2]

Hi..No idea? Wouldnt the engineer that came know this?