Slow broadband

[Leeham]

I want to book an engineer but I'm not sure how to do it. I've been having problems for a month now and the constant rebooting and speed tests aren't doing anything to help in the slightest, please advise. 

[RR-IT-GUY]

Hi,

Would you be able to better describe the issue so we have a bit more context.

Have you tried a pinhole reset?

Have you had a new router and have you run tests over ethernet also follow the steps below

Post up your Connection details and someone will check to see if there is a problem.

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) hit return.

On the first page click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images)

FULL sets of data onto here

pages from the Downstream

from the Upstream & the Network Logs page.

Mac, IP addresses will be blanked out when you submit and have to do this twice

Please also set up a  “Broadband Quality Monitor” to monitor the state of your connection and record any true network dropouts, latency issues, packet loss.

It will allow you to identify issues It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) post the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

RR The IT GUY

[Leeham]

I've tried the whole reset process multiple times, I've tested my speeds with both wired and wireless connection. I'm paying for 200mbps average but struggle to get over 40mbps. I got this internet specifically for gaming but I can't even do that. I'm fed up being told to reset my router and do speed tests when they aren't helping, I just want an engineer out to fix it.

[RR-IT-GUY]

Hi,

I can understand, would you be able to do the following to help find the fault.

Post up your Connection details and someone will check to see if there is a problem.

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) hit return.

On the first page click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images)

FULL sets of data onto here

pages from the Downstream

from the Upstream & the Network Logs page.

Mac, IP addresses will be blanked out when you submit and have to do this twice

Please also set up a  “Broadband Quality Monitor” to monitor the state of your connection and record any true network dropouts, latency issues, packet loss.

It will allow you to identify issues It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) post the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

RR The IT GUY

[Leeham]

Mate I have no clue what you're asking me to do, that's all foreign to me. I just really want someone out to fix my internet,  I know I'm obviously getting nowhere near the speeds that I'm paying for. I'm after help booking an engineer, nothing more.

[RR-IT-GUY]

No problem,

If you give 150 a call from a Virgin Phone number or 0345 454 1111 then someone should be able to get an appointment booked, the best time is around mid day for a weekday otherwise 8AM anyday and wait times are usually shorter

The Forum team should be able to book an appointment however it may take them a few days to pick up on the thread, no need to bump up the post as it will delay the process.

[Akua_A]

Hi @Leeham,

Welcome back to our community forums and sorry to hear you have been having speed issues when trying to game. 

We can understand the frustration caused and want to best help. I have had a look into your service and I can see there may be an issue with your hub data and power levels. In this case, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,