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nikkimatt84
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Broadband speed

Hi,

I have been having issues with my broadband speed for a while now and have done the following tests.

If connected via 5g on WiFi (iPhone) the speed is fine - 200mb plus

If connected via 2g on WiFi (iPhone or PC) the speed drops to 1-15mb.

If connected via Ethernet cable directly to the router the speed is 10-30mb.

The Wifi tests were done standing next to the router. I have tried changing the channel number on the router with little change.

I connect to the internet via 2g WiFi (5g not seen on PC) on my PC and with this the connection keeps dropping out.

Any ideas?

 

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Re: Broadband speed

Hello nikkimatt84,

Thanks for posting and a warm welcome to the community Smiley Happy

Sorry to hear about the slow speeds you're getting, thanks for conducting the series of tests you had so far. Seeing as you're getting 200mb on your 5G wireless network, we know the speeds are reaching your Hub. If the 2G network is slow, this might be because of wireless interference on that frequency, changing the wireless channel is the right thing to do, you may need to try them all to find the one that performs best. For the Ethernet connection, we will need to do a bit more digging, what version of Windows is your hard-wired PC? Are your wireless drivers fully up to date?

Speak with you again soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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nikkimatt84
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Re: Broadband speed

Thanks for the reply.
I have tried various channels with no improvement. Using windows 10 and all drivers are up to date.
Please help.
Many thanks
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Re: Broadband speed

Hi nikkimatt84,

At the moment there is an issue with network errors that is being investigated by a networks technician. The fault reference is F005212797 and we hope to have an update later today or tomorrow.

However I'm not convinced that that is the cause of your problem.

Please check out the below links to our help articles:

How fast is wireless broadband?

Checking what wireless technology you have

Changing your Virgin Media Hub's wireless channels

Optimising your Hub's wireless signal

Let us know how you get on and I'll keep you updated on the area fault.


Jen
Forum Team



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Re: Broadband speed

Hi nikkimatt84, 

Sorry for the later than promised update.

Fault ref: F005212797 is still open and is being monitored. The network errors are intermittent which can cause some difficulty in isolating the source of the problem. I'll check again for updates on Saturday.


Jen
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Re: Broadband speed

Hi nikkimatt84,

I've just checked again as promised and the network errors are still recurring intermittently. At this point all I can do is provide updates as and when they're provided. I shall check for any further progress on Monday afternoon.

Apologies for the continued inconvenience.


Jen
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Re: Broadband speed

Hi nikkimatt84,

Fault ref: F005212797 was closed, as fixed,  earlier today.

Sorry this took so long but hopefully things are now back to normal for you. If you do have any further issues please post an update on here and we'll be happy to check things out for you.

All the best Smiley Happy


Jen
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nikkimatt84
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Re: Broadband speed

Hi jen,

thanks for the reply.

Unfortunately things are no better here. Still ridiculousy slow speeds. its getting very frustrating.

Can a technician be sent out to come and look as i have done all the tests that I have been advised (via your technical support team) and have been patient and waited for your update and still there is no improvement. This has been like this for a year now - not exactly a new issue.

Please help! At witts end.

Many thanks

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Re: Broadband speed

Hello nikkimatt84,

Thanks for getting back in touch with us Smiley Happy

Really sorry to hear about all the trouble you've had with your connection. When I've tested the network today, I can see that your SNR levels aren't quite right. Let's make an appointment for an engineer to visit you. I'll drop you a PM (purple envelope, top right) to confirm a visit.

Speak soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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