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deeembee13's avatar
deeembee13
Joining in
22 days ago

Download speed has dropped - support?!

Hi all,

I'm beyond frustrated with Virgin Media right now.

I'm on the 1Gb broadband package, which I normally get close to (typically 900+ down / 100 up), but today my download speed has tanked to just 100Mb/s. Upload remains normal at 100Mb/s, so this isn’t an issue with my device or internal setup.

To be clear:

I’m hardwired (not using Wi-Fi).
I’ve reset the router.
I’ve reset my entire network.
I’ve checked with multiple devices (wired/wifi).
Nothing on my end has changed.

I’m not new to networking – this isn’t a basic user error. It looks like I’m being capped or throttled somewhere on Virgin's end.

Support has been utterly useless:

The online chat doesn’t work, pressing it does nothing - same issue via the app.
Calling the support number runs a check, says everything’s fine, and then hangs up on me.
The app just rehashes the same suggestions I’ve already tried.

This level of service is unacceptable, especially at the price point I’m paying. Can anyone suggest how I get this resolved? I've been lucky I guess that I've not had major issues with my connection before, this is really the first time I have had to contact them and I have got to say the experience has been awful.

Thanks for any help.

3 Replies

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  • legacy1's avatar
    legacy1
    Alessandro Volta
    22 days ago

    I like how you say “Upload remains normal at 100Mb/s” if your NIC is at 100Mb

    So what is your link speed (not your package speed)?

    What does https://www.speedtest.net/ show for speed and download latency?

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    19 days ago

    Hey deembee13, thank you for reaching out and we are sorry to hear about your connection issues, also a warm welcome to the community.

    We've taken a look and we can see your connection has been fine and is currently showing good levels.

    How has it been over the last few days?