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minimal1210
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Slow speed after outage.

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.

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lotharmat
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Re: Slow speed after outage.

Is there any additional info on the freephone 0800 561 0061 number?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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minimal1210
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Re: Slow speed after outage.


@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

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jbrennand
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Re: Slow speed after outage.

Those speeds are similar to what you will get on an iPhone when it is connecting on the 2.4GHz band. I get ~60-70 mbps on my 200 connection on my iP7. Its just physics!

Is that the case for you?

So I have separated the bands with individual SSID's and only connect on the 5GHz band - when that drops out the iP7 auto switches itself to the 2.4 one

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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minimal1210
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Re: Slow speed after outage.

 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.

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lotharmat
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Re: Slow speed after outage.

Hiya,

What hub do you have?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Re: Slow speed after outage.

On the Hub3, go into the Hub3 settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless>smart wifi - tick the disable “channel optimisation” box and save settings.  Then, go to advanced>wireless>security, rename the 2.4 & 5 GHz network SSID's.  Just change 'em to whatever you like and something that will differentiate them (e.g - xxxxx_2 & xxxxx_5) -- use the same password for simplicity, 

Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
5 GHz is always better/faster and subject to less interference (and is better for iDevices ) than the 2.4 one - although the 2.4 one has the better "range" and some older/cheaper/dumber devices can only use this one.  iPhones will see both SSID's - select the 5 as preferred ans it will stick on that and get full speeds - if you move out of the range the iPhone will then auto-default itself to the 2.4 band

You should also use a wifi analyser App to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
minimal1210
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Re: Slow speed after outage.


@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?

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jbrennand
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Re: Slow speed after outage.

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Corey_C
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Re: Slow speed after outage.

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

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