Virgin Media Community

[Stevo681]

Upgraded about a week ago if not longer. My speeds are not  averaging at 213mbps but are dropping to less than 20mbps making this upgrade worse than my previous plan which was actually stable at 106mbps, the M100. Constantly dropping out completely then coming back to an average of 65mbps and then dropping down to nothing. Worst broadband connection I have ever had!!I have one device connected and it’s wired!

Virgin can you please give me what I am sweating and spilling blood for on a daily basis or do I have to go elsewhere?

[jbrennand]

Did you get a new/different Hub with the upgrade - what is it?

In any case try a reset first like this....

first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it.

If not report back

[Stevo681]

Yep, already tried that and to no avail I’m afraid. I haven’t received an router upgrade but the hub 3 can easily handle the M200 plan. 
I guess I will give another few days then if things don’t improve as promised then I will contact Virgin.

[jbrennand]

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

If its on wifi - are you connecting on the 2.4 or 5 GHz band ?

Also are your devices set up/capable to receive speeds of >100Mbps?

Network connections can drop to max out at 100 if network card settings reset to 100, or drivers are not up to date, or ethernet cables "fail'

[Stevo681]

Hi

New Xbox series S, wired, new cables, router and plan. Checked everything done all the tests. It’s now Sunday and not so many complete drop outs but still only 135 mbps on average, no where near 213mbps and only rarely spikes to that speed. One phone on WiFi. The problem is not my end as far as I can see so far. So 70mbps short of the promised average.

[jbrennand]

Still not sure how you are doing the speedtests. Is that on the Xbox? There are may reports on here where its said that speedtests on consoles are notoriously inaccurate. Cant comment myself - I have never done that.

Can you test on a wired computer/laptop?

[Stevo681]

Hi John

fFirst if all thanks for your attention to this issue. The speed tests were done on my PC and phone. The Xbox however is also continually losing connection through game play. It’s not any of my hardware. I thinks it’s a job for Virgin.

[newapollo]

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@Stevo681 wrote:

still only 135 mbps on average, no where near 213mbps and only rarely spikes to that speed. One phone on WiFi. The problem is not my end as far as I can see so far. So 70mbps short of the promised average.

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Just for info, the minimum guaranteed speed on the M200 is 107 Mbps

https://www.virginmedia.com/broadband/our-speeds-explained 

[Carley_S]

Hi @Stevo681

Welcome to the community!

Sorry to hear you're having issues with your broadband at this time. I have checked our systems and cannot see any issues that might be causing these slow speeds and drop outs. If you are experiencing these issues over a wired connection, can you please setup a Broadband Quality Monitor and post a link to your live graph. Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum. Once we have this extra information we will be able to offer you the further support you need.
If you could also post your Hub status and logs. Here are steps on how to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)

• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

[Stevo681]

Glad to report that Virgin have fixed my issue. It was an external connection that was a little loose due to previous users coming and going. The outside cabinet or fibre point needed some TLC of which has now solved the issue. My connection has now stabilised and maintaining good speeds. Cheers Virgin, great customer service all round and worth the blood sweat and cheers of my manual labour afterall. 👍🏻.