Virgin Media Community

[Cguk1]

Had virgin media installed several weeks agp and went with the 500mb package.All was well and then i was given a free speed boost to 1gig along with a new router. Now im only getting 50mb speed and after numerous calls and hub resets im getting nowhere.  Was fine with the original hub and speeds of 500mb no problem.  Any suggestions? 

[Adduxi · Accepted solution]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Setup a BQM to monitor your circuit here  www.thinkbroadband.com/ping  Post a link to the shared live graph and we can comment.

Post your power levels and network log from the Hub.

[Cguk1]

Thanks for this.

What i dont understand is why i was getting 500mb on Hub3 now 50mb on Hub 4 ?

[Serena_C]

Hi @Cguk1

Welcome to our Community Help Forum 🙂

Thank you for making this post regarding the speed issues you are experiencing since your Volt upgrade, I'm sorry to hear you are only getting 50mb on your Hub 4. Is this what speed you are getting with a wired, ethernet connection?

I have taken a look on our systems and can see that you have a technician visit scheduled, please do keep us posted on how everything is working for you following this.

Best wishes,

Serena

[Cguk1]

If i disconnect my phone from wifi and then reconnect it seems to increase the speed for a short time?

[Hayley_S]

Please do let us know how it goes with your tech visit @Cguk1.

We will be able to help further from there.

Many thanks,