First time poster, but I have been a customer of VM for near on 18 years now (Well, my dad has, haha!)
As a household, we are on the "Ultimate Oomph" bundle and have been since it's launch here in the West Mids.
Now, we have *always* had the top tier broadband from Virgin Media, because I for one demand speed, the more I can get, I will ensure we get it. But since going from Vivid 350 to the Oomph's promised 500mbps, It's been a right game consistently getting the 500mbps or even close!
For the last week, my speeds have gone from anywhere around 580mbps to a measly 40mbps when speed testing on CAT6 ethernet, They have evened out to 100mbps and today a smooth 210mbps. But where is the other almost 60% of my service gone!???
Common Q and A time:
I use the Super Hub 3 in Modem Mode( second one, first had the firmware issue even after updating).
Hub is connected to a TP-Link Archer C1200 (Gigabit switch + Wireless AC, Latest update applied)
I then have a Cisco Gigabit Switch as a "Slave" running my main PC which has Gigabit Ethernet and AC Wi-Fi. All on at least Cat5E but mainly Cat6, especially when diagnosing.
On the main PC, I use the SpeedTest App on Windows 10 since the web based app doesn't really handle the speeds all that well. Here's a link to the latest test on Chrome......
Now, I am a CompTIA and Cisco Certified Network Engineer, I do this on the daily so I know the basics of troubleshooting.
"Have you tried turning it off and on again?" Yes, Both the Hub 3, My Switch and my Router, and my PCs/Mobile Devices.
"Have you tried resetting the devices to factory?" Yes, didn't work, annoyed me setting everything back up again.
"Have you tried another device or cable/port?" Yes, Still the same speeds.
"Given VM a Call to see what they can do?" Is this a JOKE? I spent an HOUR on hold listening to the same 3 trashy pop songs, over and over, Only to be put through to another poor soul who just read scripts and went by what a machine told him.
VM Customer Service: Who on earth makes the damn scripts!?!?!? They are NOT efficient in diagnosing issues, but they are efficient in ridiculing customers and wasting time!
Sure, you may grumble and say "Well 220 ish isn't too bad, perhaps there's a fault in the area?"
Nothing listed for my area, REF 04, if you're wondering. And the second I put a bit of load on the network, it bottles right down to as low as 40mbps??????
I want to know what the hell is going on, because paying top prices for a top service, which is boasted about all the time, and receiving around 40% MAX speed is atrocious.
You have a bad connection somewhere in the chain, your upstream power levels have hit the maximum and the number of errors on the downstream channels aren't looking too clever either.
Almost certainly you will need an engineer visit to check the signal levels at various point store in the line between yourself and the street cabinet, either call in and insist on a visit or hang on for a member of the forum team to find this thread and contact you directly. In the meantime all you can really do is check all the cable connections are nice and tight and no obvious signs of damage - don't forget the connections in the box on the outside wall where the cable come up and in.
As jem101 has stated, the Upstream power is too high and the PostRS errors are also way too high. The PostRS errors usually indicates noise ingress somewhere on the circuit. Until this is sorted by an engineer, there is no point checking anything else.
I very much appreciate your opinion, but I strongly believe, that taking to these forums is the only way that I get a response that helps the situation. Right away someone here has said I have signal issues, and advise an engineer visit. A Forum Mod has also messaged me promptly and we are arranging a visit.
Previously, on every single occasion, I have had to spend a week calling up, insisting on an engineer visit, going through script after script, and have actually been asked by a support agent before now "What do you suggest then?".
I am not a VM Engineer, though it is in my interests to learn about the platform and maybe one day join the team, perhaps as a Home Engineer or maybe something higher up the chain. Maybe one day.
Thanks for your input, I thought as much though I called through and not only had to go through the scripted processes despite insisting that it's not me, or my equipment, but be told "Everything seems fine, my system is not telling me anything other than to do X Y or Z." I have double checked every single point of connection, both my Tivo Boxes, Splitters, Cables and the point into the house, of which one was loose but after rebooting the Hub it still persisted. Engineer to visit soon!