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brockett
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Slow speed

I ran a speedtest and got 93 mbps, I pay for 200. My internet drops for a minute here and there constantly during the day. However I went on the virgin website to try and get a fix, it said run their speedtest and that said 207 mbps. How can that be? I just feel it's unreliable. Any idea how to get a reliable constant service?

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MikeRobbo
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Alessandro Volta
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Message 2 of 15
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Re: Slow speed

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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brockett
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Re: Slow speed

Oh wow, I'll have to try and get my head around all that, I haven't a clue - I'm not young and I am not good at tech stuff. I was hoping for an easy answer! I'll try and understand what you're saying though it may take a while...I don't think the router is wifi as it has three wires at the back of it. (I told you I was clueless). On the troubleshoot thing it asked if I saw a white or yellow light, I would call it more orange - so is that just yellow or does orange mean something different in routers?!
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brockett
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Re: Slow speed

I've had a good look and I just don't think I can do that, too complicated for me 😞
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MikeRobbo
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Re: Slow speed

If you can get onto this forum and make posts you can do it.

The instructions were written for a year 5 education level.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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brockett
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Re: Slow speed

Er no, I really can't. I have no technical expertise whatsoever and I am very, very wary of doing anything that might mess up my computer. You may be right about year 5 education, my grandchildren could probably do it, but not me.
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MikeRobbo
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Alessandro Volta
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Message 7 of 15
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Helpful Answer

Re: Slow speed

We are stuck then.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Steven_L
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Message 8 of 15
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Re: Slow speed

Hey brockett,

 

Have you been in touch with the team since the last post on this thread?

If not, I will be happy to look into your connection further and get to the bottom of your issues.

 

Regards

Steven_L

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brockett
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Message 9 of 15
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Re: Slow speed

No, thanks, it's ok, I shall just have to live with it, I think it's too complicated for me to figure out. I'm not getting the speed I'm paying for though as I checked on several speed test websites, I don't remember what is the difference between upload and download, but the one where I am supposed to get 200 mbps is less than that though generally over 100, and the other speed was apparently 10% below the average for the country as a whole which I guess is pretty bad. Anyhow, I'll leave it there. The only thing I'm capable of doing is switching the router off and on, I don't want to input anything in that url bar at the top of my pc screen as it's scary. Thanks anyway.
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Steven_L
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Re: Slow speed

I work for Virgin Media brockett, so I can check all of your information and see what is happening with your connection, I would really like to help you get the services that you're paying for.

 

I have been able to identify any issue with your downstream channels on our system and this would need a technician to attend your home to fix this. Would you like me to arrange this for you @brockett?

 

 

Regards

Steven_L

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