Virgin Media Community

[SEMoslaw]

Hello

My internet is extremely slow for a while now. I'm currently on a M200 Fibre Broadband but I'm only getting fraction of advertised speed. I've tried to contact tech support but apparently they are closed due to covid.

This is my current speed test:

[carl_pearce]

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

[SEMoslaw]

Hi Carl

I think that should be all. Let me know if you need anything else. Thanks.

[carl_pearce]

Ah, you are using a superhub!

You should have a 'Router Status' option where there should be downstream and upstream drop downs?

[SEMoslaw]

Found it.

[carl_pearce]

You have a huge number of errors. When was the last time your hub was rebooted?

The SNR (RxMER) values don't look quite right either.

[SEMoslaw]

30min ago

[carl_pearce]

The error values should reset when you reboot.

I'm not sure how many changes you've made to the hub settings since acquiring it, however I would suggest trying a full reset (Pin hole for at least 30 - 60 seconds). Keep in mind this will restore the hub to factory defaults (Password to sign in, etc.).

You either have a faulty hub or a very noisy line.

[SEMoslaw]

Ok I did a full reset as you recommended and gave it around 15min on normal use to generate some data.

[carl_pearce]

Ok, based on what we've tried I think VM will either:

• Send out a new HUB 3 (Free of charge) to troubleshoot the hub.
• Arrange an engineer visit to investigate the line.

You can wait for a VM staff member to respond on here, however it can take a day or two depending on the active threads.