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GlanePito
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Virgin Media Internet - Getting 1/4 of speed in contract

I'm a uni student in a shared house. We signed a contract for 200mb internet last month, but we never get above 50mb. I've recorded our speeds for the last four weeks and documented it all. I tried calling them, but I just get put through to a call centre that perform basic troubleshooting. The problem is definitely not on our end.

We could have signed up for the 50mb/100mb package and paid less per month for the same speed we're getting now. It's really unfair. Is there anything I can do? Thanks in advance.

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Andrew-G
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Re: Virgin Media Internet - Getting 1/4 of speed in contract

How are you measuring speeds?  By which I mean what device, connection to hub, physical distance to hub, property construction.  There's a range of potential explanations if you're measuring speed over wifi.  In older properties with brick internal walls, or apartments where there may be reinforced concrete walls, wireless performance can sometimes be very poor.

Something else, and one we can easily check is the hub's broadband connection status.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

 

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DJ_Shadow1966
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Re: Virgin Media Internet - Getting 1/4 of speed in contract


Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option as wireless can be affected by many different things.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amout of data to the hub asking if it still on.

Regards Mike

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Emily_G
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Re: Virgin Media Internet - Getting 1/4 of speed in contract

Thanks for the post GlanePito and welcome to our community.

 

Are you able to provide what the above community members have advised so we can take a look?

 

Thanks, Emily.

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