on 11-08-2021 13:06
We moved into a new house a few weeks back and were initially delighted that our broadband speed was flawless, as it had been at my previous address (getting slightly over the 100meg advertised).
However, around a week ago, we had an outage in the area and since it has come back online, the speed has been awful. It now mostly reads around 30meg.
I've tried resetting the router many times, tried wired, wireless, etc. Nothing seems to work and it does seem to be an issue with the performance in the area, as nothing else has changed in our building.
We're so frustrated at the moment, as we've moved out of the city and this is limiting our ability to work remotely. I'm also certain that the issue is Virgin's end and maximum speeds are easily attainable, as I've seen them first-hand (also, much faster speeds in the area are advertised).
How can we get this addressed? I'm at a loss how to report an area-wide speed issue and get it looked at.
Our Area (I believe) is 31.
Thanks.
on 11-08-2021 13:17
11-08-2021 16:40 - edited 11-08-2021 16:43
@lotharmat wrote:
Is there any additional info on the freephone 0800 561 0061 number?
Thanks for this number. There are no known issues in this area. I have also tried performing a hard reset on the router, as suggested in the MyVirgin app - this made some improvement, but that has quickly dropped off again.
Here are Speed Tests when it was working as intended (via wifi on iPhone):
https://www.speedtest.net/result/i/4686972644
https://www.speedtest.net/result/i/4687121441
Here are typical speeds over last few days:
https://www.speedtest.net/result/i/4713223471
https://www.speedtest.net/result/i/4713356500
on 11-08-2021 16:47
11-08-2021 17:13 - edited 11-08-2021 17:29
jbrennand you might need to hold my hand a little here...
The Hub 3 is currently only Broadcasting on 2.4Ghz. To my knowledge, that's how it has always been (unless it has somehow been reset without my knowledge). Both sets of tests are using an iPhone and yield very different results... like I said, it was a night and day difference before/after whatever work was happening in the area (we think it was some kind of network 'upgrade').
n.b. I should also add that whatever speeds I have been getting on iPhone through WiFi are the same as when plugging in a laptop via ethernet.
on 11-08-2021 17:41
on 11-08-2021 21:00
on 13-08-2021 11:36
@lotharmat wrote:
Hiya,
What hub do you have?
I have a Hub 3.
@lotharmat wrote:
Hiya,
What hub do you have?
Thanks. I will try this, however the issue is present on both WiFi and wired.
The speed is currently deteriorating even worse. What is the best course of action to get Virgin to look into this?
on 13-08-2021 14:44
OK - if its on wired connections to, post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.
Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. 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) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up 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
on 15-08-2021 15:40
Thanks for your post and welcome to the Community Forums, minimal1210,
Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.
Cheers,
Corey C