Forum Discussion

MSC1's avatar
MSC1
Joining in
5 months ago

Poor broadband speeds

When I signed up to VM, the documentation that I received stated download speeds of min: 258mbps and max: 548 mbps. I rarely get 20% of that. Am I being mis-sold a pup on the basis that VM stated that the normal download speeds would be between 505-545 mbps in my area?

  • Client62's avatar
    Client62
    5 months ago

    Use the link below to see if speed is being lost to the VM Hub or by the devices use of Wi-Fi.

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

  • Carley_S's avatar
    Carley_S
    Forum Team
    5 months ago

    Hi MSC1 

    Welcome to the community forums 

    Sorry to hear of your concerns with your broadband speed. Are these speed concerns over your wired connection or just over the WiFi please? 

    I've checked the systems at our side and although our automated systems has identified there has been a short term connectivity issue over the last few hours, there are aren't any current signal related issues. Double check that all your cables are secure and tight at both end of the connections and that there aren't any kinks, twists or damage to the cable at all. 

     

  • MSC1's avatar
    MSC1
    Joining in
    5 months ago

    Hello Carley,

    This has been an on-going issue, maybe 4 months or so. All the time my devices have been on wifi. I have been using SpeedTest.net to confirm.

    Thanks,

    MSC1

    • Carley_S's avatar
      Carley_S
      Forum Team
      5 months ago

      WiFi speed is shared between all your WiFi connected devices and can be affected by many different factors, so we wouldn't expect to see WiFi connected devices reflect the full speeds available at the router. These speeds are usually obtained when devices are connected directly through an ethernet connection.  

      WiFi speeds can via depending on many things, such as distance from the router, objects/structures/materials the WiFi has to travel through, devices limitations and many other factors. You can find our more about how WiFi works here. 

      The speed at the router is what we advise as our broadband guarantee. We do have a WiFi guarantee but this is separate to the broadband guarantee you're referring to. You can find out more about our WiFi guarantee here should you need. 

      • MSC1's avatar
        MSC1
        Joining in
        5 months ago

        Wonderful - I live alone and generally only use one device at at time. Certainly only one at a time is used for streaming. Therefore I do not believe that your explanation holds water.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Use the link below to see if speed is being lost to the VM Hub or by the devices use of Wi-Fi.

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

    • MSC1's avatar
      MSC1
      Joining in
      5 months ago

      @Client62. Thanks for the advice but still a bit poor 

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team
        5 months ago

        Hi MSC1 

        Please share a screenshot of the speed test results and we can review it accordingly.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Share a screen shot of the Realspeed Full Test so we can see the problem.

  • MountfordDR's avatar
    MountfordDR
    Joining in
    3 months ago

    A bit late in this but posting anyway as it may help someone. Ever since the day I had M125 installed it had never been performing to spec. I was getting at the most 80 Mbps on WiFi and all my devices were dual band. I had constant dropouts and Virgin's diagnostic tools kept telling me I had a problem but didn't say what. Rebooting the hub didn't help and I was at the point of booking an engineer when I decided to plug a cable into a desktop which I had started using as a server as the WiFi was so bad. My entire network almost suddenly improved. I am now getting nearly 140 Mbps without any issues and totally reliable. It might have been coincidental and Virgin had fixed something but hard wiring one of your devices even just for a day or so might help.

    • Akua_A's avatar
      Akua_A
      Forum Team
      3 months ago

      Hi MountfordDR 

      Welcome back to our community forums and thank you for your first post. 

      Sorry to hear you were having a poor experience with your service speeds. We however glad to see you were able to find a resolution. Please do not hesitate to contact us if you need any further help and we will do our best to assist 🙂

      Thanks,