Slow connection after upgrade M100 to M350

[Bugrademiral]

Hi,

I have recently upgraded from M100 to M350. Sometimes randomly i got speeds like 20Mb or 100mb or 200Mb. Couple of wireless devices having trouble on connecting internet. 

This wasn't an issue when I was on 100Mb. I did not change the position of hub. Everything is as it used to be.

Please help me cause I can't reach to call center.

Thanks

[Adduxi]

How are you testing speeds?  Wired or wiifi?   VM do not guarantee wifi speeds, only wired to the Hub.   What Hub do you have?

You could 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.

Post the power levels and network log from the Hub for comment.

[Bugrademiral]

Speed testing with wireless. Don't use wired. Making tests when I can not connect to internet. So there is a correlation between getting slow speeds and unable to open a website.

All is done. Reset, reboot. No change. It happens randomly. 

[Adduxi]

Post the power levels and network log from the Hub.   Setup a BQM to monitor the circuit  www.thinkbroadband.com/ping

VM do not guarantee wifi speeds, so speed tests need to be done with a wired connection direct to the Hub with a gigabit device. 

[Bugrademiral]

I am sorry I am not a tech guy. The problem is not the speed tests. We were quite good with M100 and after switching to M350 we started to have trouble on connecting internet. Can not watch videos or connect to web sites.

[Kath_F]

Hi Bugrademiral, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

Taking a look at your account I can see the hub is having issues with prolonged signal issues. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Bugrademiral, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.