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New Customer. Sloooow speeds. What am I paying for?

So I'm still within my first 14 days. I have been a Sky customer for the past 8 years or so and whilst the speeds weren't the fastest, the connection was at least always stable. 

I've had Virgin for a week and a half now and the first week was spot on, just as promised and just as advertised. I'm supposed to have a 200mb connection. Three kids in the house, lots of usage and the past few days the internet has been all over the place.

We have laptops and tablets. This has been our normal service this week. 


19.49mb Down. 8.87 Up.


91.74mb Down. 12.37 Up.

It needs resolving befroe the 14 days is up or I reckon it'll be a cancellation.

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Re: New Customer. Sloooow speeds. What am I paying for?

Hi there JHathaway,

Welcome to the community and thanks for posting.

I'm sorry to see you are not achieving the up to 200 Mbps broadband speeds.

Looking at your connection, the downstream power levels are too high at + 11 dBmV and for this I would like to arrange an engineer appointment to adjust these for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

In the meantime, with regards to the wired test, does the device has a gigabit LAN card? Also are you using a Cat 5e or above Ethernet cable?

The wireless test could be due to interference and you can try to change the wireless channel to see if that improves the connection.

Hope to hear from you soon


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