on 24-06-2022 15:07
Hola!
I have been using Virgin for serveral years, I have always had great service. We have just moved to a new property and it had Virgin already installed (albeit a strange hooky cable hanging out of the wall). I have a very slow, unstable connection - 30-80mbps and 5-10% packet loss.
I have tried Virgin support, but I am stuck in a never ending loop of "reset your modem", "try a wired connection" and "run our test tool".
I cannot run the test tool because I am unable to create an account. Apparently I do not exist as a customer via my email and then when I use my account number and area reference to try and create an account it refuses to accept a password, despite stating its met the password policy. I have tried both the browser and the app.
As far as testing goes, everything is wired. Either through several switches and a router to the modem (I have <1ms of latency and 0% packet loss to my gateway) or wired straight into the router itself.
I really just need someone to test the line, establish something isnt quite right with it and send out an engineer or fix my broken account which might be the thing that is stopping virgin providing me with the 500mbps I pay for.
Please, wonderful community... what magic do you have for me? Or am I doomed to throw packets into the wind for ever?
Regards,
Pete
Answered! Go to Answer
on 24-06-2022 23:17
Hi @Wetep
Try a different ethernet cable and/or port
on 24-06-2022 15:21
on 24-06-2022 20:53
Hey John,
Really appreciate the response. So, it turns out that when I drop the modem into router mode and use something like RealSpeed from SamKnows... the Virgin router is getting 500mbps.
Something is happening with my router, an Asus RT-Ac88U. The virgin AP is now in modem mode, ASUS router plugged in, via the WAN port with CAT 6 Ethernet. Yet, its only getting 50-90mbps. I have factory reset it, fiddle with QoS etc. No dice. I am really confused... as it was working fine at the old property and I like to think I know a thing or two about networking xD
Any suggestions now you have that info?
Regards,
Pete
on 24-06-2022 23:17
Hi @Wetep
Try a different ethernet cable and/or port
on 25-06-2022 20:37
Ah dude, partly... and both! I bought a batch of 15, short, CAT 6 ethernets. 2 of them are clearly broken. those were the two that I was using for testing. I just swapped the one out to manage the link between modem and router, found a good one... got the right speed to the router. Fab... but not from my switch thats connected to the ASUS router.
Done some port monitoring... the port on the switch I had chosen to connect myself too was rate limeted to 100M. By pure coincidence.
So, long anwer, a combination of both bad Eth and a missmanaged port.
Short answer, I love you.
Regards,
Pete
on 25-06-2022 20:45
Hi again Pete,
Thanks for the update. Pleased to see it's all working properly now.
Often some of the simplest things are overlooked. It was good thinking to check the speed on the switch as well.
Stay safe and take care.