Superhub Speed issue, Stoke Newington, London, need help

jokerdeus · 27-03-2016, 11:46

Hello,

So I am going to be honest : Virgin Media is the worse provider I have ever experimented. The service they are offering to me is unacceptable. You can take a look on my ping monitoring here : http://pastebin.ca/3413001
And this is ethernet, no other devices turned on. It is been like this for months.

I have been calling them multiple times and they say not knowing where the issue come from, that it is "under investigation" and they can't give me any further information !

I think, considering the service I am paying for and the on I am provided, that I would fairly have legal options to cancel my 12 months contract that has just started 2 months ago without paying the cancellation fee.

Does anyone know what are my options ? How can I get rid of this scam ?

Many thanks

PS : area code of my place is 15

General Maximus · 28-03-2016, 16:56

For starters you need to have a look at your power levels etc to see if the problem is your end or their end. Click this link and scroll down to the 6th post and follow the instructions. You'll probably need to go to http://192.168.0.1 instead if 100.1. Can you also provide more info regarding what tier you are on, which version of the shub you have got, what device you are using (e.g. desktop pc, game console, laptop) and whether it is directly connected to the shub or if you are using your own 3rd party router.

Kushan · 28-03-2016, 19:19

As maximus says, post all your stats from your hub, let us know what devices you're using, etc. and we'll help you diagnose the issue.

It could be congestion in your area, but it's hard to say without this information.

Also, you would be wise to set up a TBB graph, it'll do a much better job of monitoring your connection than the ping test you've done: http://www.thinkbroadband.com/ping

jokerdeus · 29-03-2016, 13:47

Thanks for the answers, will do and come back to you

General Maximus · 29-03-2016, 16:44

as an fyi when you set up the TBB graph there is an option to share the graph for troubleshooting so we can all see it. Just like this:

If you can do that along with the screen dumps I requested that would be great.

General Maximus · 03-04-2016, 19:41

Well it has been a week now dude and you still haven't given us an update so things can't be that bad (unless you are experiencing a total service outage).

jokerdeus · 24-04-2016, 14:05

Hello again,

Sorry for the long gap without answers.
I had to travel for few weeks, now that I'm back the connection seems better but there is still big lag spikes issues... Virgin refunded me 70 pennies for having almost no internet for 1 month

Here is my router status
https://drive.google.com/file/d/0B6A...ew?usp=sharing
https://drive.google.com/file/d/0B6A...ew?usp=sharing
https://drive.google.com/file/d/0B6A...ew?usp=sharing
https://drive.google.com/file/d/0B6A...ew?usp=sharing

I have also set up a monitoring thing with thinkbroadband
http://www.thinkbroadband.com/ping/s...aae27e1a2.html

Do you see anything unusual ? is there anything I can do about those like spikes ?

Ignitionnet · 24-04-2016, 16:56

Quote:

Originally Posted by jokerdeus

I have also set up a monitoring thing with thinkbroadband
http://www.thinkbroadband.com/ping/s...aae27e1a2.html

Do you see anything unusual ? is there anything I can do about those like spikes ?

Get a different ISP. That's horrible.

Kushan · 24-04-2016, 19:37

yeah I would just go with someone else, that's terrible.

General Maximus · 24-04-2016, 20:03

your power levels are pretty much perfect. Your graph looks like mine sometimes but I know my connection works and why I have spikes all over the place.

jokerdeus · 25-04-2016, 10:18

Thanks for your opinions
Is there any legal way to end your 1 year contract if your ISP doesn't provide the advertised service, or anyway if that's as bad as the one I am provided ?

Kushan · 25-04-2016, 17:10

Quote:

Originally Posted by jokerdeus

Thanks for your opinions
Is there any legal way to end your 1 year contract if your ISP doesn't provide the advertised service, or anyway if that's as bad as the one I am provided ?

I've never had any issues leaving an ISP where the service wasn't provided.

Stuart · 26-04-2016, 08:30

Quote:

Originally Posted by jokerdeus

Thanks for your opinions
Is there any legal way to end your 1 year contract if your ISP doesn't provide the advertised service, or anyway if that's as bad as the one I am provided ?

Ask to leave.

While I am no lawyer, they are contracted to provide you a reliable service, which they clearly aren't. They probably have terms in their contract that allow you to terminate it early if they don't provide a good service, but even if they don't, they aren't sticking to their own terms, therefore the contract is null and void.