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Veralittle123
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Message 1 of 10
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Virgin box is realllllly slow

Hi, my box is terribly slow and has been for a while.

The box is about 10years old and has never been replaced.

please can someone get back to me 

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MikeRobbo
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Message 2 of 10
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Re: Virgin box is realllllly slow

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 straight away.

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 3 of 10
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Re: Virgin box is realllllly slow

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 Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Veralittle123
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Message 4 of 10
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Re: Virgin box is realllllly slow

Hi guys,

 

I need a new box.

 

it’s really annoying I can’t talk to someone through the phone.

When I use my remote it should taken 8 seconds for the box to respond.

Can I have any advice please. I’m an elderly lady in my 80’s amd need help.

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jbrennand
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Message 5 of 10
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Re: Virgin box is realllllly slow

EDIT actually as this is not a TV forum I have assumed you are talking about your Hub - but you say "remote is slow" - is that a VM TV box you mean.

 

Try the "free" SH1/2/2ac upgrade/replacement scheme - see the link below - as they are trying to get everyone onto Hub3/4’s (there may be a small delivery charge).

It works first time for about 50% of customers, but if you get the - "Ooops - please call" message, then it usually means you are on an old package that the computer can’t recognise so they want to speak to you about it. If you get that then post back here 🙂

https://www.virginmedia.com/shop/hub-swap.html?buspart=uk_app_connect2_hubswap


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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MikeRobbo
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Message 6 of 10
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Re: Virgin box is realllllly slow

John

I think it is a Tivo that the OP is talking about ...

"When I use my remote it should taken 8 seconds for the box to respond."


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jbrennand
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Message 7 of 10
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Re: Virgin box is realllllly slow

Thanks Mike - penny dropped when I posted - hence the edit 🙂

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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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japitts
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Message 8 of 10
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Re: Virgin box is realllllly slow

The chances are, your whole TV package could be outdated and "not current", and I'd imagine your best route will be to follow the re-grades route.

Firstly the newer box, V6, needs Virgin broadband to work, so if you don't have home broadband from VM then you can't have a V6 until you do. Assuming that's not a problem...

Use the build your bundle site to play around with prices for the combination of services & TV packages that you want to keep. Ignore the "new customer" prices because you're not one, but use the standard prices to get an idea.

Then call up Virgin retentions on 150 (or 0345 4541111), follow the options for "thinking of leaving us", and go down the route of renegotiating your whole package in exchange for a new 18month contract and box-swap.

If you want to just pursue the route of your existing TiVo being faulty, then call the same number and choose options for "I have a fault with my TV service", fault like-for-like replacements don't need the whole renegotiation route. I presume, the simple fix of your restarting the box, has already been attempted.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Veralittle123
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Message 9 of 10
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Re: Virgin box is realllllly slow

Hi guys,

Thanks for your responses. I’m her grandson taking over this whole mess because she’s basically calling me up every 2mins.

Right she doesn’t have virgin broadband. I’ll chase this up this week. Hopefully get her on amd this virgin box can get the kick down the road.  Thanks

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jbrennand
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Message 10 of 10
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Re: Virgin box is realllllly slow

Great! I was going to ask what the problem actually was as all we got was that it was a 10 year old box and there was lagging on the remote. With more details then the TV experts on here (not me!) might be able to spot something simple to try like clearing out the hard drive, resetting the box, swapping the remote etc. If you do want to try any of that just put it up here.

Just to build on japitts response re. calling it in - just be aware that when you do call in (08.00 is the best time) they will only deal with the account holder - so your gran needs to be there as well (perhaps on a speakerphone?) to verify details.

If she wants to stay with VM they will offer a new package in lieu of agreeing a new 18 month contract with the new TV box and VM BB. If she wants that deal you will be in a better negotiating position (wont get new customer price but should get some discount) if she is out of contract and is just on a standard rolling 30-day one now. Check that first in her online account.

Also if you want to go with it, be sure you check for any hidden charges they may "forget"" to mention - like activation fees, engineer installation for BB, etc.

If she just wants to leave, then if she is still in contract, there are "early exit fees" and you still have to give the same 30-days notice as well.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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