Virgin Media Community

[Emily_G]

Thank you for the post Javadudd.

Have you already been in touch with us since your post to take a further look at this? 

If you're still having some trouble through wired devices let us know.

Thanks, Emily.

[javadudd]

Emily,

I haven’t as it takes forever to try and get through 25-30 minutes or longer and last tech help didn’t solve the problem. 

[Emily_G]

If there's already been an engineer visit the process would be to make a follow up appointment to continue the investigation.

I'll pop you over a private message now if you can please respond to this by going to the purple envelope in the top right of your screen.

Thanks, Emily.

[javadudd]

Emily,

There hasn’t been an engineer visit - tech support was via phone call. 
They did a software reset and reboot which didn’t solve the problem. 

[Emily_G]

Thank you for confirming that, we just want to double check, do you have any third party equipment such as routers attached to the Hub? 

Are the speed tests above through a wired connection directly to the Hub?

Let us know, Emily.

[javadudd]

There were various done but with similar results. 

When done with Tech Support it was all done in router mode with a single direct connection to the PC with cat 6 cable. 

I primarily use it in modem mode but it’s not a problem to switch back to router if specific tests are required. 

[javadudd]

This is the latest BQM set up as suggested by a forum member and has been running for almost 24hrs

BQM 

[Emily_G]

Can we please confirm some specific speed test with the device connected to the Hub through an ethernet cable?

Thank you, Emily.

[javadudd]

Wired direct to a single PC

I also noted that since yesterday the WAN Ip address has changed.

[Emily_G]

Thank you for the information.

So the minimum download speed for a 350Mbps connection would be 181Mbps so we'll book an engineer appointment in to investigate this further for you.

I'll pop you over a private message now to pass security and book this in.

Thanks, Emily.