Virgin Media Community

[taylorjst405]

I have recently changed my account to 200mbs download speed. I have asked for a router upgrade to support this.  All was agreed, BUT, I received no Router.

Called again for 45 mins and they have no details of anything to do with a router.

It has now been about 6 weeks of poor speed and connectivity

Is there anyone who knows a good contact or way of sorting this??

[-tony-]

what hub have you got now - the SH2 and 2ac fully support 200 you only need a 3 for more than that - upgrading the hub is unlikly to improve speeds so give some details how are you testing wired or wifi - always test wired and post some info

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[Hayley_S]

Hello @taylorjst405,

Welcome, thanks for posting.

I am sorry for the delay with your new Hub.

Can you confirm what Hub you have at the moment?

Many thanks,

[taylorjst405]

Super Hub 2

[-tony-]

the SH2 supports 200 - as far as i remember it had 2.4 wifi only - the SH2ac had both 2.4 and 5 - so if its the SH2 and you use wifi an upgrade is worth while - if its a 2ac and it works for you then upgrading to a hub3 is not needed for the speed

[mjpartyboy]

We had a SH2 with VM's 200 down service for years and usually achieved max speed on the 5 GHz band. However, I never used it in router mode, only modem mode with my own router.

[Steven_L]

Thanks for coming back to us @taylorjst405, I would be happy to take a further look into this for you but would need to take some details via a private message to be able to do so.

Please look out for my message and we can get started.

Regards,

Steven_L

[Steven_L]

You're very welcome @taylorjst405 and I'm glad that we could get your hub update arranged.

Please let us know if you have any further issues.

Regards,

Steven_L

[taylorjst405]

Many Thanks

What platform for the private message

john

[Beth_G]

Hi John,

You'll be able to find Steve's message over at the purple envelope at the top right-hand corner of your screen.

Kind regards