Superhub Breach of Contract

allien 1940 · 07-05-2016, 11:20

I feel that Virgin Media in my area of North Hertfordshire is in breach of service. The broadband is worse then dial up even witth a new super hub 2. Its becoming impossible to use internet banking,shopping,internet search or streaming even simple things like "Spotify" music or movie trailers. Manually changing channels brings no respite and all you get told is the area will not be update until the 1st of August!!!!!!!!!!. I feel any good competition by other ISP's will mop up the area.

Ken W · 07-05-2016, 11:23

Quote:

Originally Posted by allien 1940

I feel that Virgin Media in my area of North Hertfordshire is in breach of service. The broadband is worse then dial up even witth a new super hub 2. Its becoming impossible to use internet banking,shopping,internet search or streaming even simple things like "Spotify" music or movie trailers. Manually changing channels brings no respite and all you get told is the area will not be update until the 1st of August!!!!!!!!!!. I feel any good competition by other ISP's will mop up the area.

That is a long time to wait. Have they offered any discount until the service is up to scratch?

Stephen · 07-05-2016, 17:13

What speeds are you getting on speed tests?

Ken W · 07-05-2016, 17:41

Quote:

Originally Posted by Stephen

What speeds are you getting on speed tests?

I am on the 150Mbs tier.
http://www.speedtest.net/result/5307835158.png

Stephen · 07-05-2016, 19:08

Thanks Ken but was refering to the OP.

General Maximus · 08-05-2016, 10:06

Quote:

Originally Posted by allien 1940

Manually changing channels brings no respite and all you get told is the area will not be update until the 1st of August!!!!!!!!!!.

I am assuming you are doing all of this on wifi then dude (as an fyi, nothing VM do in August is going to fix it). If so then your speed performance has got nothing to do with your VM connection (which is more than likely working perfectly) and to do with wifi usage locally. For starters if you are using 2.4ghz along with other peeps in your immediate surroundings then you are going to struggle. Also the location of the shub along with distance to clients and obstructions (walls and floors) all play a part.

The first thing you need to do is do a wired test (if not a test then just try normal usage) using a laptop/pc directly connected to the shub. If everything is ok then you know it is the wifi which is the issue. Come back and let us know and when we know what is causing the problem (wifi or internet connection) then we can give you more detailed info on how to fix it.

allien 1940 · 08-05-2016, 12:13

Current results of spelled test.
Speed Checker on iOS: PING: 56 ms DOWNLOAD: 0.81 Mb/s UPLOAD: 0.44 Mb/s

---------- Post added at 12:13 ---------- Previous post was at 12:07 ----------

Spent a hour last week on the phone with Virgin who could not believe the speeds, suggest a wifi extender. Did not have any of these problems with previous hub over wifi. Recently spent time in rural Norfolk with no problems on a BT hub. Currently on a £12.50 discount but that's no answer.

General Maximus · 08-05-2016, 12:33

Quote:

Originally Posted by allien 1940

Currently on a £12.50 discount but that's no answer.

no it is not and tbh they have given you money to make you go away without fixing the problem. You have ignored my last post so I am going to tell you that there isn't anything wrong with your internet connection and definitely nothing VM can fix. The problem is with your wifi and you need investigate the variables which will be having an impact.

**Hugh** · 08-05-2016, 15:34

Quote:

Originally Posted by allien 1940

Current results of spelled test.
Speed Checker on iOS: PING: 56 ms DOWNLOAD: 0.81 Mb/s UPLOAD: 0.44 Mb/s

---------- Post added at 12:13 ---------- Previous post was at 12:07 ----------

Spent a hour last week on the phone with Virgin who could not believe the speeds, suggest a wifi extender. Did not have any of these problems with previous hub over wifi. Recently spent time in rural Norfolk with no problems on a BT hub. Currently on a £12.50 discount but that's no answer.

What are the results of a speed test on a cabled connection (not wifi)?

allien 1940 · 10-05-2016, 16:28

After 1 hr 15 min. Problem solved. Second technician advised to switch router off. Unscrew cable from router then refit cable to router but hand tight only. Switch router on and problem solved. Seems the router/cable connection can either be too tight or too loose. Took 5 phone calls and 7 technicians to solve this one.

General Maximus · 10-05-2016, 18:46

good to know for the future