For a few weeks now my speed has been abysmal. im paying over £50 a month for 200mb/s and im lucky to get 20mb/s sometimes. its got to the point where i can barely stream a movie on netflix, youtube is constantly buffering, prime video is the same. Makes no difference if using WiFi, ethernet, 2g/5g etc etc. Everything has been restarted, factory reset etc. SOMETHING isnt right and im getting **bleep** off with paying so much for a service you cannot seem to provide. Everytime i use you broadband test, it tells me everything is fine, well, its NOT fine, I need this sorting.
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.
We've been having the same problem Dave. Our Hub2 kept on re-setting and going down, but when it did work we'd have 90 to 100/mbps all day long. After we got sick of it going off line Virgin finally sent us a Hub 3. Wow were we sorry we got rid of the Hub2! Right from the get go speeds were down to 35mbps and occasionally we'd get around 19mbps. Calls to Virgin would see us spend an hour going round and round in circles only to then get cut off! We have never had any contact from Virgin about the utterly useless service. Then tonight after trying to watch NFL on the computer but failing due to constant buffering I did another speed test, check this out.... 2.33mbps on the download and 0.37mbps on the upload!!!
Virgin have us over a barrel where we live as they are the only fibre optic provider around here so they don't need to keep us happy. But the problem now is that their useless speeds and even worse customer service are now coming into the same bracket as the standard providers, so we're seriously considering just ditching them and going to BT or Sky for what it's worth.