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rlynas
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Speed Support Needed - Very Painful waiting for reply!

Hi

I've tried asking in the forum but o replay yet and have tried calling but been waiting for much too long so I am tring to reach out to you using this. I regularly use two laptops and occasionally a desktop when others are not being used. 

I also use two android phones in the house and on exceptions.

I signed up for the M350 package. I did speed checks (using various sites) on the phones and also on the computers (ensuring one at a time was turned on) and tested wifi and wired. of course I have tried all the usuals like restarting hub/ unplugging everything/ ensuring leads are tight and replacing cables etc and monitoring the situation for 48 hours to see if anything made a difference. I am now resorting to this.

 When using Speedtest.net for all tests I got the following results:

Laptop 1. Download speed (wired) 33.94 (Ping 21) and upload 34.0

Wifi Download Speed 31.93 (Ping 11) and upload 32.12

Laptop 2. Download speed (wired) 21.33 (Ping13) and upload 35.57 

Wifi Download speed 42.85 (Ping 13) and upload 34.00

Desktop Download Speed wired 46.32 (Ping 51) and upload 34.41

Desktop wifi (Ping 11) the download is 31.93 and upload is 32.12.

On my android (Virgin) phone (Ping 14) the download speed is 12.76.

On the second (another provider) phone (Ping 12) download speed 8.39

I have tried using a Wifi extender and all sorts of combinations such as close to the hub, away from the hub etc. but always come up with very similar numbers. 

I realise all the issues there are at the moment but this has been an ongoing issue for some time and it is always very difficult to get through to the helpline.

Any advice appreciated!

Thanks

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hotshot666
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Message 2 of 6
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Re: Speed Support Needed - Very Painful waiting for reply!

Please can Virgin tell us

1) Exactly what the issue is. Hardware?? Software ?? Firmware?? Physical cable issues?? Cabinet issues?? Hub issues?? Where is your root cause analysis??
2) Exactly what the planned resolution is
3) And the 64 trillion dollar question, when you actually intend fixing it, as so far it looks like you are stringing all of your customers along with the promise of jam tomorrow.
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gary_dexter
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Alessandro Volta
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Message 3 of 6
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Re: Speed Support Needed - Very Painful waiting for reply!

Are your wired speeds direct to the hub or via a powerline plug or extender?


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rlynas
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Message 4 of 6
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Re: Speed Support Needed - Very Painful waiting for reply!

Hi

I have tried both - dirrctly from hub and with two different extenders 

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gary_dexter
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Alessandro Volta
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Message 5 of 6
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Re: Speed Support Needed - Very Painful waiting for reply!

Post the Network, Upstream and Downstream logs from the hub admin pages 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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rlynas
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Message 6 of 6
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Re: Speed Support Needed - Very Painful waiting for reply!

Will do - thanks

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