Poor speeds after contract renewal

[ab101]

I renewed my contract last month keeping most things the same including the 200mbps broadband. Before then the speeds have been quite good and I can get that with a wired connection. Since renewing though I'm now lucky if I get half that. I've tried at various times of the day, wired and wifi.

Would something have changed at Virgin's end even though I stayed on the same speed? There were historical issues with the area being oversubscribed but that was resolved years ago and it's been pretty fast and reliable since then. 

Thanks. 

[Adduxi]

Usual request please,

Post your power levels, Pre and PostRS errors and Network log from the Hub.   Also setup a BQM here www.thinkbroadband.com/ping

Once done we can comment.   I doubt if contract renewal will do anything odd, more a coincidence.?  Btw, VM do not guarantee wifi speeds.

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

You could also try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[ab101]

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	1	138750000 Hz	256 QAM	-5.4 dBmV	36.0 dB	16130	3101
Locked	2	146750000 Hz	256 QAM	-5.4 dBmV	36.2 dB	27704	2993
Locked	3	154750000 Hz	256 QAM	-5.4 dBmV	36.4 dB	13665	3083
Locked	4	162750000 Hz	256 QAM	-5.4 dBmV	36.2 dB	15137	3321
Locked	5	170750000 Hz	256 QAM	-5.2 dBmV	36.8 dB	7904	1409
Locked	6	178750000 Hz	256 QAM	-4.9 dBmV	36.8 dB	6130	952
Locked	7	186750000 Hz	256 QAM	-4.8 dBmV	37.1 dB	5569	1023
Locked	8	194750000 Hz	256 QAM	-4.9 dBmV	37.1 dB	5311	919

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	10	39400000 Hz	ATDMA	42.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	12	25800000 Hz	ATDMA	42.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	11	32600000 Hz	ATDMA	43.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	9	46200000 Hz	ATDMA	42.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

Thanks!

[Paul_DN]

Hi ab101,

Thank you for reaching out5 to us in our community and welcome back, sorry to hear you are facing slower speeds after changing your package, I have been able to locate you on our system with the details we have for you, I wasn't able to find any issues at all, there was a short term connection issue which seems to have cleared.

Regards

Paul.