Hi all for about a week now I have been getting a top speed of 1.03mbps and I am on the 200 package I have spoke with virgin for 3 days and nothing no help and just told there was a problem in my area then on 4th day I was told my speed has been capped because I used 1 terabyte of data in november iwas told the cap would be lifted by 1pm christmas eve and still no change in speed I have been with virgin for about 6 years and never had a problem I stream and its destroying it also just got my daughter a gaming pc for Christmas and cant even download anything on it I have tried all tests checked every wire and still nothing works and I say sarcastically thank you for this support virgin you have been amazing to a loyal customer
That is strange that VM have said they have capped you because you have used 1Tb of data in a month as I regularly use well more than that over the last year, from what I know is that VM do not cap the internet, all they may do is suspend the account or terminate it for breach of AUP.
How are you testing the speed ?
To be able to help the team to diagnose can you do the following -
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 amount of data to the hub asking if it still on.
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yes the man said i have used over 1tb each month from jul-nov so they put a cap on never heard of it myself before the woman on the phone the day before him said it was because my sons xbox had a cat 5 ethernet cable in so it was messing up everyones wifi and the 1st woman said there was a problem in my area when the app has said for days its fine am on the 200 package and never had a problem like this before
If possible 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.
Please post a 'Live Link' to your BQM on here.
Instructions for posting BQM Live 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.