New to Virgin media and forum. I’ve joined cause I have immediate issues. Also tried to phone Virgin for support but on hold for over 1 hour and no answer so gave up! I wonder if anyone can help.
I got Virgin broadband M100 on 1st Nov. It was OK but during November and more recently it gradually got worse. However, I have also been adding lots of new Smart Home devices to network and now have 50. Yesterday I realised I should be on a faster package and upgraded to M500. Salesperson said it would swap over and the faster speeds would be available from 9pm last night. However I have been constantly checking speed since and the best I am getting is about 45 Mb/s! ,well below 500! and no different to what I was getting on M100. A further issue is that since the supposed update ( not sure if it has been done!) some of my devices now refuse to connect saying the WiFi password is wrong (it isn’t, the other 40 odd devices are connected fine) .... so now speed check is slow AND some devices won’t connect so my attempt to improve things has resulted in things getting worse!
Is it fair to say there is an issue? Despite 50 devices, surely with M500 I should get better downloads than 45Mb/s?
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 Advanced Settings > Tools > Network 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.
The good news is that you are on the 500Mbs service.
I can't see anything in your Hub data that is out of place although I do think 50 connected devices is pushing it on a Hub 3 especially if there are some busy devices such as film streaming and face to face video calling.
If possible 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.
Please 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.
I did ask the salesperson if there was a better router but he said the Hub3 was the latest. To be honest I’m not sure he knew what he was talking about. I’ve since learned about Hub4 but also heard bad things about it - seems people experience similar issues to the ones I’m having when they change to it.
The vast majority of my devices are things like smart bulbs and smart switches. I also have 10 echos, 5 just to act as speakers but the others are Echo shows. In terms of other non Echo / Smart device, I have my mobile, my TV, PlayStation, a laptop, a printer, a Ring Doorbell/camera, 2 other internal Ring cameras and then I have the 2 things that won’t now connect (my Mac & my iPAD) they were fine until after I asked for the upgrade.