I recently took the plunge to Virgin Media since they are the only option beyond ADSL for my house and had hoped that, despite their poor reputation locally, if I went for a sufficiently fast Gig1 package the minimal guaranteed speed rate of 565Mps would enable me to work from home even during slowdowns and contentions.
I'm afraid I'm not getting even remotely close to the minimum at present despite having an engineer inspect the existing installation and Speedtest indicating 230Mps at the time.
I'm 6 days in and have had:
* 3 days fast speed at up to 720Mps
* 2 days random connection drops followed by a "fault fix in my area" yesterday at 12.15pm
* 1 day of reliable connection but incredibly slow speeds at 90Mps
I've kept my old ISP as a backup and can swap my internal network between the 2 modems easily so I'm comparing like-with-like setups on multiple wired and wifi devices and seeing consistent Speedtest results across the board, so I'm confident thats its not my router setup.
I have had BQM setup from the beginning, and 9am today is when I swapped from my old ISP to VM, and 12.45pm is when I rebooted the VM Modem again:
Right now I am Speedtesting from a laptop whilst directly wired into the Virgin Media Hub 4 and getting a direct IP via DHCP and consistently seeing 90Mps download with 25Mps upload since the last reboot. From 9am to 12.45pm I only had 18Mps!
I'm hoping that someone has just forgotten to flick a switch to set my account to Gig1, but I'm very concerned how fragile the Gig1 product appears to be with reliability and unknown faults - a fast speed is no use to me if I suddenly can't work. My ADSL has been rock solid for many years even though its only 10Mps.
Below is all the Router status logs, I really appreciate all your experience interpreting them and getting some customer support attention:
BQM awful, hub stats look OK, although network log has far too many timeouts. You've undone and remade all connections on the coax leads? And the two hubs aren't connected on your network at the same time are they?
I've just noticed that I missed that one of your upstream channels is down to 16 QAM, and that would explain the timeouts in the log, and they in turn could explain the poor speeds and dreadful latency. You could phone this in for the sheer delight of dealing with VM's awful telephone support, or wait maybe a day or so for the forum staff to take a look and advise. I suspect you'll need a technician visit, but they'll be able to say, and book one if that is the case.
Thanks Andrew, I had a feeling that I'd end up on the phone - I saw this number quoted in another post 0800 561 0061 - is this the fastest way?
Annoyingly they cancelled an engineer visit booked on Tuesday for today (Thursday) due to planning to fix the fault on Wednesday.
For any forum staff who pass by - I'm looking to ensure I can get at least the guaranteed minimal download speed reliably before my 14 day return window expires so please escalate as necessary before Sept 30th.