Menu
Reply
  • 3
  • 0
  • 0
Joining in
201 Views
Message 1 of 6
Flag for a moderator

New customer - Can't access account details and slow broadband speed

Hi,

We started our broadband contract with Virgin today, we have ridiculously low broadband speed, despite signing up for the M500 fibre broadband. When I try and log in to view my account it says my user name doesn't exist, despite me putting in the account no. and area ref.

First experience of Virgin and it's a shambles to be honest. 

0 Kudos
Reply
  • 12.28K
  • 950
  • 1.58K
Alessandro Volta
154 Views
Message 2 of 6
Flag for a moderator

Re: New customer - Can't access account details and slow broadband speed

What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

+++++++++++++++++++++++++++++++++++++++++++++++

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 your district. 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.

Then

 

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.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
  • 3
  • 0
  • 0
Joining in
129 Views
Message 3 of 6
Flag for a moderator

Re: New customer - Can't access account details and slow broadband speed

Many thanks for the quick response, it's much appreciated.

However, the issue I have is that I am about to pay a lot of money to a broadband provider. I shouldn't really have to jump through a series of hoops to try and establish why something isn't working properly, isn't that the provider's job? In 15 years of being with BT I didn't have any issues at all, other than a faulty Hub.

I also have an issue with the WiFi coverage in my new home, one of the rooms doesn't receive a wireless signal at all. I was under the impression I would just have to plug the new Hub 3 I received into the existing wall socket and all would be well. 

I will do what you suggested (thanks again) but if this isn't resolved within the next 3 days I will cancel my Virgin contract and go back to BT. I work from home and can't have a substandard internet connection.

0 Kudos
Reply
  • 3
  • 0
  • 0
Joining in
91 Views
Message 4 of 6
Flag for a moderator

Re: New customer - Can't access account details and slow broadband speed

Wired speed 221mb/s wireless, 20mb/s. Atrocious WiFi. Can't get hold of anyone at Virgin despite trying multiple times through various mediums. 

I'm cancelling and going back to BT.

0 Kudos
Reply
  • 12.28K
  • 950
  • 1.58K
Alessandro Volta
88 Views
Message 5 of 6
Flag for a moderator

Re: New customer - Can't access account details and slow broadband speed

OK.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
  • 31.5K
  • 1.65K
  • 5.51K
Very Insightful Person
Very Insightful Person
84 Views
Message 6 of 6
Flag for a moderator

Re: New customer - Can't access account details and slow broadband speed

or go what everyone else does and get your own wireless router.
BT can't give you 220mbps. If you wanted slower speed you wouldn't of moved

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply