I'm not going to go into great detail regarding the debacle ive had over the last 6 weeks with virgin, here's the basic details, 8 hours on the phone, an engineers visit, work being carried out on the day i upgraded (for 5 weeks), 6 weeks of shockingly bad connection speed, averaging about 350mb down 52mb up, CONSTANT disconnections, on average lose connection every 2 hours. being told to downgrade to 500mb (within my 14 days period) then being told it will take 28 days!!!!!
Checked ALL my hardware, ran various network speed tests using iperf3 (averaging around 1010mb) on all cables, pcs, connections, EVERYTHING. I use my own hardware for WIFI so please don't go there.
1) Id like a virgin rep to at least give me an explanation as to why my service is so poor.
2) How this is going to be resolved.
3) When is this going to be resolved.
Ive been with virgin (blueyonder/telewest) for over 15 years and ALWAYS had a near perfect connection with very very few issues, and excellent customer service.
Why has the service gone so poor, why do i keep getting fobbed off by VM staff?
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 the area. 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.