Hello everyone, hope all is well in these difficult times.
So, I have had a bit of a saga with Virgin Media over the last few months. Basically, I was having lots of T3 Timeouts, and slow speeds, the connection has been consistent which is good, but the speeds are still slow. Yesterday an engineer came to install TV and a phone line as well as upgrading to M500, after the first few tests once set up, I was getting between 350 - 480mbps on my iPhone XS, but then a few hours pass, I go upstairs to my room and test again, 49mbps! We have tried everything. Wifi Boosters from Virgin Media, splitting the 2ghz and 5ghz bands, even boosting each individual signal with the boosters, no difference. The engineer did a check-up for me, and said everything looks fine, replaced 3 connectors or something like that I believe, before that we had a new TAP, connector and screw in 3.9mm cable to the router. Don't know where to go from here, definitely not getting an average of at least half of my speeds consistently. I'm using SuperHub 3
It can be difficult diagnosing problems without some basic information.
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 the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) atthinkbroadband.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 can 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 then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but 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.
Thanks for getting in touch SirTristram39. Sorry to hear about the problems you're having with your connection.
Taking a look at this today I can see a tech-visit was arranged but subsequently cancelled and I'm unsure why that was as the notes aren't clear - possibly n area issue was logged but as things stand that's not the case, so in the interest of getting this resolved asap I have booked you in with the next available appointment.
You can find the appointment time slot via your online account (virg.in/myVM) and it can also be rescheduled or cancelled from there if needed.
Please keep us posted with the outcome of that, or let us know if there's anything we can help with in the meantime.
That's brilliant, thank you very much! I wondered why no visit showed up last night on MyVirgin. The agent I spoke to on the phone said they'd arrange it. Would it be worth mentioning the QAM being 16 on my upstream, rather than 64 to the engineer? Would this help with improving my speeds?
So, Engineer has just been. Everything looks spot on he said, no SNR issues, cables are good, all good at the cabinet down the road. My Ethernet download is amazing, last time I checked it was 780. Upload is great but the wifi strength/range isn't good, he recommended a third party router. I asked about superhub 4 but I'm assuming I will have to wait until GIG1 becomes available if I want the 4 as I'm going to guess the SH4 is not compatible with DOCSIS3?
VM Hubs are renowned for their poor Wi-Fi, and at the best of times Wi-Fi is a fickle beast that can be affected by numerous things such as distance from the Hub, building construction, other electronic devices, neighbouring Wi-Fi, basically all sorts.
VM supply to the Hub, after the Hub it is up to you.
Many on here, myself included advocate the use of a third party Gigabit capable Wi-Fi router or Mesh system.