New to virgin media, installed yesterday evening and it's just quite slow. Speedtest.net indicates variable download between about 10 and 47 Mbits/s, though upload is more like 36 Mbits/s which is what I was expecting. Frankly, my old copper phone line FTC connection was this fast (on the download), and better value so if they don't get it fixed I am going to just exit the contract while I am still able to.
I'm a bit surprised they didn't check the connection speed on install, is that normal?
Browsing a few other similar threads I noticed that my RS errors were apparently very high for some channels, happy to post if it might help work out what is wrong. An engineer is coming Saturday though so presumably they can resolve this.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Basically you need an engineer visit to put things right.
You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.
@MikeRobbo Alex stated in the original post that an engineer is already booked for Saturday.
@splendid_alex Engineer should be able to address all the issues that Mike has highlighted, unless there is an issue further up the chain, but the engineer can flag it to the relevant team if that is the case. Slightly worrying that they installed it in that state, unless this was a self install?
My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
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Not a self-install, engineer came and drilled holes in walls, stuck on new wall box etc yesterday evening. As far as testing the line went, he waited for the router to start up with the right coloured light and that seemed to be about it? But I might have missed something so didn't want to blame him. Hence this post really - was just checking I'd not done something wrong somehow/trying to sort it out before an engineer arrived.
Total power off for the Hub seems to have made no difference, speeds about the same.