What fresh hell is this!?

[Edward-91]

Hello 

I have just joined Virgin as i have moved into a new flat that was already equipped with the Virgin cabling. I subscribed to the 350mbps but since i have joined have spent 90% of the time at 40mbps. I spoke to Virgin who sent out an engineer last Friday (8th) who checked things over and explained all my equipment was fine but there was a fault at the other end. Something about the signal being too low. He said we would request for the engineers who deal with these matters to investigate it and it should be rectified within 24 hours. By Monday nothing had changed so i called up again and was told that i need another engineer to come out. So we book another Friday appointment (today 15th) between 8-12. I take another half day off work to wait for the engineer, it gets to 12 and no engineer. I called up Virgin to find out that the appointment was never scheduled. We arrange another engineer appointment, im put on hold because the operator is struggling making the booking and the line goes dead. I call back - wait another 45 minutes to be told i need to check if the cable is stuck into the back of the router properly before they can book another engineer. By this point I am quite close to putting my phone through the wall but manage to keep it together and book the appointment - or so i have been told - who knows. 

I am almost certain that this engineer is going to tell me exactly the same thing and i am going to keep going round in circles. Can anyone shed any light on this process and maybe help me to make some progress with getting the correct technician/engineer appointed? 

Thanks 

Ed 

[jbrennand]

Whilst waiting for VM input..... is the 40Mbps over a wifi or ethernet cable connection.

Can you test speeds like this.

As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ). This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.

There are many posts on here (I have a list of ~30!) where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.
And See message 9 in this thread and… 3 in the second

https://community.virginmedia.com/t5/Networking-and-WiFi/Slow-Ethernet-Speed/m-p/5060946#M484321

https://community.virginmedia.com/t5/Speed/Upgrade-from-M600-to-Gig1-no-speed-change-with-Hub-4/td-p...

[Gareth_L]

Hello Edward-9,

Thanks for your first post and welcome to our Community.
Sorry to hear you are not getting full speeds and having to chase an engineer Appointment.
Id like to take a look into this for you and get it all resolved.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello Edward-91.

Hope you are okay.

Quick message to see how the Technicians visit went over the weekend?

What was advised?

Gareth_L