Virgin Media Discussion Thread

I recently got a free upgrade from 60 to 100Mb/s (well, free for the first year) and emails now being sent saying "Now that your broadband has been supercharged, on the house, why not put it to the test? Your speed's been increased to up to 100Mb which is 9x faster than Sky and BT's regular broadband".

Although my upload speed is now always showing doubled from 3 to 6Mb/s, I've not yet seen anywhere close to 100, in fact I'm barely even seeing the speed I got before the upgrade. Currently getting between 29 and 48Mb/s. Do I need to reboot my modem? Tbh, my laptop has been overdue for a format for ages it's getting slow but even so, I should be seeing better speeds no? Also, my 5 signal bars on my taskbar have recently been looking weak, often showing 3 or 4, yet it always says my signal strength is excellent. I dunno. Oh, I have superhub 1.
 
Merlin5 said:
I recently got a free upgrade from 60 to 100Mb/s (well, free for the first year) and emails now being sent saying "Now that your broadband has been supercharged, on the house, why not put it to the test? Your speed's been increased to up to 100Mb which is 9x faster than Sky and BT's regular broadband".

Although my upload speed is now always showing doubled from 3 to 6Mb/s, I've not yet seen anywhere close to 100, in fact I'm barely even seeing the speed I got before the upgrade. Currently getting between 29 and 48Mb/s. Do I need to reboot my modem? Tbh, my laptop has been overdue for a format for ages it's getting slow but even so, I should be seeing better speeds no? Also, my 5 signal bars on my taskbar have recently been looking weak, often showing 3 or 4, yet it always says my signal strength is excellent. I dunno. Oh, I have superhub 1.
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After any upgrade you should reboot the modem / hub. Try connecting your laptop via ethernet to the hub and retesting the speed - plenty of things can affect the quality of your wireless connection.

*Disclaimer* I may work for Virgin Media but any postings or opinions are my own and do not necessarily represent the views or opinions of Virgin Media

Rich
 
S2KIP said:
email the CEO.
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You may or may not be trolling but that is exactly what I have done :D fingers crossed he can actually do something.

Dog said:
Bare in mind that they will only try and guarantee speeds across their own network, once you hop off then your connection is only as fast as the weakest link. VM doesn't have a test server in leicester so make sure you use one of their servers to get an accurate idea of how its performing.

*Disclaimer* I may work for Virgin Media but any postings or opinions are my own and do not necessarily represent the views or opinions of Virgin Media
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What do you mean mate? I never get good speeds, whether it's direct downloads on Steam, Battle.net etc. or using speedtest, I never see the golden 10mb/s or 100mbps, never even get half that, was the same on the 60mbps package.

On Speedtest I have used near enough every server in the UK whether it's VM or another providers and it's always tosh, except a day or two after ringing them up, they seem to be able to do something that sorts it but whether they then reset what they did or whatever, it will go back to being terrible.
 
Merlin5 said:
I recently got a free upgrade from 60 to 100Mb/s (well, free for the first year) and emails now being sent saying "Now that your broadband has been supercharged, on the house, why not put it to the test? Your speed's been increased to up to 100Mb which is 9x faster than Sky and BT's regular broadband".

Although my upload speed is now always showing doubled from 3 to 6Mb/s, I've not yet seen anywhere close to 100, in fact I'm barely even seeing the speed I got before the upgrade. Currently getting between 29 and 48Mb/s. Do I need to reboot my modem? Tbh, my laptop has been overdue for a format for ages it's getting slow but even so, I should be seeing better speeds no? Also, my 5 signal bars on my taskbar have recently been looking weak, often showing 3 or 4, yet it always says my signal strength is excellent. I dunno. Oh, I have superhub 1.
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Exactly same here.
 
Have you had techs out to have a look? Any mention of utilisation issues? Hub been replaced?

Rich
 
Goose said:
Why stay with them for 4 years if its that bad?
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Perks of living at home, I pay for the net but it's in a package deal and my parents refuse to swap to anyone else because the TeVo or whatever is perfectly fine.

Dog said:
Have you had techs out to have a look? Any mention of utilisation issues? Hub been replaced?

Rich
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Yeah we've had several come, first the old NTL box got swapped for a superhub, and then the superhub got swapped for a newer superhub and none of it did anything. The first superhub we received flat out refused to even give us a network let alone internet access about 16 hours out of 24.
 
Dog said:
After any upgrade you should reboot the modem / hub. Try connecting your laptop via ethernet to the hub and retesting the speed - plenty of things can affect the quality of your wireless connection.
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I've rebooted everything and now getting 62Mb/s (wireless) but that might be because it's midnight. I sometimes used to get over 60 even before the upgrade. However, tomorrow I'll connect the ethernet and try again.
 
Omaeka said:
You may or may not be trolling but that is exactly what I have done :D fingers crossed he can actually do something.
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I'm not, it's what I had to do to get out of a joke of a connection in Watford. You'll get a senior complaints person looking into it.

THe 1st/2nd line guys will just give you endless run arounds with engineer visits, repull's and lies.
 
We rely on good broadband so much these days, I'd be massively frustrated too if I was in that position. Fortunately I get fantastic broadband from Virgin, have done for years, and after the 152 upgrade several months ago I regularly pull up to 160 down on speedtest. I wonder what the statisitic are over thousands of customers - what percentage get the promised speeds and what percentage doesn't. The real measure of a company though is how they deal with problems.
 
Thing that is most frustrating with Virgin is the phone line. About once a month it goes dead or intermittent, for a few minutes or up to a couple of hours. Ordinarily this isn't a problem, except that my home alarm uses that line, and the control panel starts beeping when it detects a fault with the phone line. At 2am in the morning, that is a massive problem.
 
Merlin5 said:
I've rebooted everything and now getting 62Mb/s (wireless) but that might be because it's midnight. I sometimes used to get over 60 even before the upgrade. However, tomorrow I'll connect the ethernet and try again.
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Run a speed test using a wired connection, it doesn't matter how quick your broadband connection is if your wifi link isn't up to it.
 
S2KIP said:
I'm not, it's what I had to do to get out of a joke of a connection in Watford. You'll get a senior complaints person looking into it.

THe 1st/2nd line guys will just give you endless run arounds with engineer visits, repull's and lies.
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Thank you mate would never of thought about emailing them until you said that!

http://www.speedtest.net/my-result/4186418436 as of 10 minutes ago, £30 well spent... They emailed me back though

Dear Mr *********,


We would like to thank you for taking the time to contact us today.



We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.



Tom is currently not available to deal with your complaint personally; however he will pass it onto a member of his team to deal with.



In order for a member of our team to help you we require some further details about your account. So that we can get to you as quickly as possible please could you reply to this email with your Virgin Media account number, telephone number or full address and postcode details and we will get straight onto it.



We look forward to hearing from you.



On behalf of Tom Mockridge.
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If it doesn't get it sorted I'm gonna go to trading standards I think, for the faulty service they are providing.

EDIT: Speed after resetting modem: http://www.speedtest.net/my-result/4186485098

Gained 2mb/s, WURF! Now excuse me while I stare at a 30 second video buffering for 5 hours.
 
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Omaeka said:
Thank you mate would never of thought about emailing them until you said that!

http://www.speedtest.net/my-result/4186418436 as of 10 minutes ago, £30 well spent... They emailed me back though



If it doesn't get it sorted I'm gonna go to trading standards I think, for the faulty service they are providing.

EDIT: Speed after resetting modem: http://www.speedtest.net/my-result/4186485098

Gained 2mb/s, WURF! Now excuse me while I stare at a 30 second video buffering for 5 hours.
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I assume you have tried it on different rigs? laptops? phones? all slow?


Speak to the social media teams - Facebook or Twitter, they should be able to check utilisation for you as there is definitely something amiss there.

Is your cable TV ok? Will the Tivo load up on demand ok?

Rich
 
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In the year I have had virgin I have only had two issues - one where the connection completely vanished, the other with speed.

Both times I tried ringing the helpline about 7/8 in the evening, spoke to someone god knows where who's only suggestion was to remote into my pc......ummm that included where I had no connection.

I gave up, rang after midnight, spoke to "man in shed" as it sounded like from the UK lol - resolved in about 30 minutes.

The service for me has always been very good, on the 100mbps package, regularly get 105-110mbps, but the only let down is the telephone support for technical issues.
 
Not sure what has happened in the last few days. But I noticed yesterday morning that my download speeds had gone from around 9MBps to a whopping 18MBps!!! :eek:

It has been at 9MBps for the last several months. And each time I do a speedtest, I am lucky if I get 80Meg. Yesterday morning and this morning, I did the tests and was maxing out at around 160Meg!! Testing the speed in the evening and I was hitting around 150Meg.

I did notice that my connection had somehow been disrupted on Monday night for some odd reason. So I had to do a couple of reboots on the Superhub 2.

Have Virgin somehow decided to increase speeds for their customers or am I just really lucky? I'm not expecting it to stay at that speed forever, but it does feel nice! :D

I am already on their 152Meg connection.
 
My superhubs firmware updated last night when I rebooted, seems a bit snappier on the connection or placebo affect, can't figure out which :D
 
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