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POOR broadband speed, NO ONE to contact at Virgin online or over phone

Hi 

I am a very dissatisfied new Broadband customer. I was promised fast speed but I'm now getting 5-20mb download speed and drop outs every day. I cannot run my business like this, Zoom does not even work.

There is no one at the call centre and no email address or chatbot to help.

I have done all the online system checks.

I have signed up to a text update service - nothing.

Please help 

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Alessandro Volta
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Message 2 of 8
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

Which Hub do you have ?

What is your contracted speed ?

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

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

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
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

Thanks for quick response

Current speeds are 24 & 7

At one point I was up to 60 & 10 which was much better. It's very irregular and often cuts out altogether 

On my contract it says:

M100 Fibre Broadband

Virgin Media Hub 3.0 Manned Install

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Alessandro Volta
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

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, Configuration and Network Log tabs onto here, if you get a yellow / straw box 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
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

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 'Live 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.

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

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
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

Hi Mike

Sorry the delay I did not get an email alert this time.

It just cut out again actually.

Downstream

12030000008.338256 qam9
22110000008.138256 qam10
32190000008.338256 qam11
4227000000838256 qam12
5235000000838256 qam13
62430000007.638256 qam14
72510000007.538256 qam15
82590000008.338256 qam16
92670000008.838256 qam17
102750000008.838256 qam18
11283000000940256 qam19
122910000009.138256 qam20
132990000009.638256 qam21
143070000009.538256 qam22
153150000009.540256 qam23
163230000009.638256 qam24
173310000009.838256 qam25
183390000009.940256 qam26
193470000009.838256 qam27
203550000009.540256 qam28
213630000008.838256 qam29
223710000008.540256 qam30
233790000008.840256 qam31
243870000008.840256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.98435104
2Locked38.9733081
3Locked38.9631786
4Locked38.9328567
5Locked38.952869
6Locked38.652050
7Locked38.950938
8Locked38.646033
9Locked38.947338
10Locked38.968143
11Locked40.396255
12Locked38.945831
13Locked38.940763
14Locked38.940376
15Locked40.340061
16Locked38.671443
17Locked38.942235
18Locked40.333168
19Locked38.951959
20Locked40.944045
21Locked38.943679
22Locked40.364654
23Locked40.335473
24Locked40.337553

 

Upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000542.5512064 qam5
23940000042512064 qam8
36029996942.5512064 qam4
44620006942.3512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00340
2ATDMA00190
3ATDMA00110
4ATDMA0010

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID136742
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID136741
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
53700005
Locked
Provisioning State
Online
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Message 8 of 8
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Re: POOR broadband speed, NO ONE to contact at Virgin online or over phone

Direct Link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0

Text Link - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0">My Broadband Ping</a>

Small Graph (500x219 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0"><img alt="My Broadband Ping - test 1 " src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0.png" /></a>

Large Graph (800x350 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0"><img alt="My Broadband Ping - test 1 " src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0.png" /></a>

Text Link - BBCode (for forums; including thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa825bdc6e2ecb57fe901c2da1b82eddc0]My Broadband Ping[/url]

Small Graph (500x219 px) - BBCode (for forums; not yet supported on thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed9bc3fa82
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