Virgin Media recently super-sized its XL broadband package from 20Mbps to 30Mbps.
The 50% speed increase could be had by existing customers as well as new ones, although they had to pay an upgrade fee of £30 for activation and a new router, the SuperHub3.
Although it appears this switch up a gear has been causing problems for some Virgin fibre customers, a report on Uswitch.com notes.
A number of those who have upgraded to the SuperHub and have previously had a consistent near-20Mbps have found that their real world speeds have dropped to lower than this level.
Complaints on Virgin’s forums have seen the device dubbed the “Super ‘mega-blooper’ Hub”.
One customer stated: “There are clearly serious problems with the WiFi on the ‘Super’ hub. Measured with an Ethernet connection, I get a fairly constant 30Mb/s throughput. At my PC, with an ‘excellent’ (-50dB) signal level, the throughput is extremely variable but often less than 10Mb/s, despite careful optimisation.”
“Disabling the radio and using my previous Netgear WNR2000 plugged into an Ethernet socket, the throughput is still a little variable but is around 27Mb/s. For the test both routers were located in the same position with identical settings. The WNR2000 produced a similar, but very slightly higher, signal level to the Super hub.”
Virgin told Uswitch.com that it was actively investigating these reports.
The company said most subscribers remained unaffected, and that “testing is underway, and we expect to resolve the issue by a firmware update which will be automatically pushed out to SuperHub users as soon as a fix has been confirmed.”