There have been intermittent issues with our superhub but for the last two days speedtests are showing normal level pings 12-19ms, downloads 0.12Mbps and 7.43Mps uploads. I have rebooted the superhub and checked connections - all good.
Here are the upstream/downstream and network logs:
One thing to do is too go around and make sure all the connections to the virginmedia kit is hand tight, also checking for any damage to cable, or kinks. Also check there is no un-terminated connection either with a coax cable or cap on.
What service are you i.e. what is your download speed, which hub do you have you only have one upstream channel so that is where the problem could lay.
I dont work for VirginMedia all opinions are my own. 39 years in IT.
We have a superhub 2 on the 200Mb service. I have checked the cables but I will check again, thanks. I would have thought a loose cable would mean upstream and downstream are slow? It's pretty unusable at the moment...
@shanreta As Mike says this needs someone to visit and take a look at your connection. In addition to the upstream power being too high (and only one channel) you are correct the downstream power levels are low. The recommended range is -6 to +10 and only three of your channels are above -6 and then only just above.
You can call VM and report the issue or wait for one of the forum team to pick this up and they should be able to help you book a tech visit.
Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out. My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.
Thanks Mike. We always have hassles with ringing support. I've just rerun the 'check my equipment' and now it's showing an issue... There is literally no connection at the moment and a fix time of 15:00 - so now we wait....
Just to update everyone here who has so kindly helped us - it appears that Virgin can't help us sort this out even though it's an issue with their equipment. Apparently my husband is the account holder and since we have been with them since they were NTL, they insist we give them a memorable word that was set up 10 years ago and he doesn't remember it. This is where all help appears to stop. We can't cancel, get it fixed or do anything apparently. This happened when we tried to upgrade our service a few months ago and the Virgin people just hung up on him.
Any suggestions? We can log into the account and change packages online but that's about it. I really don't want to continue paying £70 a month for a 200Mb service we can't use...
Account holder here (NB I realise you have no way or verifying that!) using wife's computer while she's out...
I can't emphasise enough how 'irritated' I was 12 months ago (the last time we needed support) for the call centre person to tell me he couldn't even tell me how to resolve the inability to pass all the questions.And that he wouldn't let me escalate to a manager or offer any other options.... and then hung up on me!
Anyway, as another option to resolve this identity crisis, you have a physical shop in Swindon still I believe?
So can my wife and I go in there with suitable photo ID and other documentation to prove we're who we say we are and get them to reset our access appropriately? And indeed request an engieer visit at the same time.
Maybe they can then even fix the issue on my account page, where (having logged in successfully) if I click on the offers and upgrades link, for the last 24 months all I've gotten is an error message. Which I take as evidence of something being wrong with the setup of my account.
A sad state of affairs indeed after so long with VM and all its various predecessors. Almost as if the hitherto satisifed customers who haven't needed support are being penalised... for it being so long since they have tried to request it.