Slow speed

[PCMATSON]

I am currently paying for 100mps . Until recently I've been getting around 110 which was great, however for the past week or two I've only been getting 30-40. Nothing in my set up has changed and I've been through all the suggested fixes on the virgin site. Any ideas gratefully recieved and I don't fancy sitting on hold for an hour to get through to virgin tech support 

[lotharmat · Accepted solution]

Is this wireless or wired?

[PCMATSON]

Wired 

[PCMATSON]

I've performed the check using Speedtest 

[PCMATSON]

I'm currently on the chat with virgin so hopefully it will get sorted 

[lotharmat]

Ok - Keep us posted! - Remember - a speed increase (new package) will not cure a rubbish connection!

If the chat with the bot is un-fruitful:

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[PCMATSON]

Thanks so much!

I'm actually chatting with a real person so fingers crossed. 

[Natalie_L]

Hi PCMATSON, 

Thank you for reaching out to us via the Community. 

We are very sorry to hear of the issues you have been experiencing and just wanted to check how the chat went on Friday? 

Were the team able to assist with this? 

Thanks

[PCMATSON]

Nat,

Thanks for getting in touch.

Unfortunately, the chat didn't go well. I had a long discussion with the representative, explaining my issues, and then I was put on hold while he 'consulted with a technician'. After 25 minutes of being on hold, I just 'gave up'. Despite me providing my mobile number, I didn't receive a call back (he did say he would call back if we were cut off).

So, I still am not getting the speeds I pay for, and remain extremely frustrated due to how impossible/complicated it is to get a simple problem fixed. 

Regards, 

Philip 

[jbrennand]

Ethernet cables can "fail" - have you tested with a new one. Preferably Cat6 and solid core?

What Hub model is it?

What are speeds like over wifi on the 2.4 and the 5 GHz frequencies?