Hi, I am currently on the 350mbps package which I upgraded to in early September and didn't have a problem until recently, so since the 8th of October I have been getting slow speed test results and in slow I mean not to within 100mbps (250)of by offered speed, the reason I started speed testing was during multiplayer gaming online it was lagging horribly. So I started doing the test and noticed by speeds were under 200mbps and my upload was around 30mpbs, now I know that's shouldn't be a problem but on the speedtest app it's also shows ping which was about 12ms which has always been about right when I've done past speed tests but my jitter has been from 2ms all the way to 90ms+(the 2ms is rare lately usually around 70ms) now I have done all the tests that virgin have asked me to do including resetting hub. Nothing has worked and its been going on for nearly 2 weeks now and trying to get in touch is a nightmare, I have been using my phone WiFi for speed tests while next to the router and I know my phone can handle the 360mbps as I have done them last month also my ps4 gaming is with and hi speed ethernet. Hope you can help thanks, James.
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 your district. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more 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.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.
Hi, is there anyone who can help me and resolve this issue do virgin technicians monitor the forum as I need this sorting out, was streaming Disney plus this morning and the WiFi dropped out for 120 seconds but the router didn't restart, starting to frustrate me and I have checked for local problems and there's been none there is no other tests I can do, also all coaxs are solid, James
Thanks for your post. Apologies for the delay in response, we have been very busy and doing all we can to each community post, sorry for the inconvenience.
I've been able to locate your account and I can see that you have spoken to the team about these issues. How has the connection been since? I've had a check on the hub and the signals and I can't see any obvious issues at the moment.
Let me know how things are today and we'll go from there 🙂