Forum Discussion

vokinko1's avatar
vokinko1
Joining in
5 months ago

Very slow connection

Hi all, we have a very frustrating problem with my WiFi connection, it is sometimes painfully slow whilst browsing on the iPhone. It seems to happen randomly, I can be watching tv at 5am and browsing on my phone whilst everyone else is asleep and canโ€™t get simple website to work. I rarely have a problem with the tv which has a firestick connected through WiFi. After speaking to virgin we upgraded to 250mb hoping this would help, virgin told us we have too many devices connected, I argued that these devices are never all in use at the same time and that we maybe have 3 or 4 in use at the same time. Iโ€™m not sure Iโ€™m correct in saying that, would things like Echos, Echo dots be using the WiFi when dormant ?

  • Client62's avatar
    Client62
    Alessandro Volta

    Install the free test app called :  Samknows Realspeed

    This will enable you to quickly see 1) the service speed to the VM Hub as well as 2) the Wi-Fi speed to the iPhone.
    The speed to the VM Hub should match your subscription rate.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Its highly unlikely dormant devices are saturating your bandwidth so it's probably just a glitch on the iPhone connection.

    More info would help. 

    What model and what iOS is the phone. 

    Are the issues geographically related - i.e. do they still happen when you are sat a few feet away from but in sight of the Hub ?

    What Hub model do you have and on what VM package?

    Is the phone connecting on the 2.4 GHz band - or the faster 5 GHz band?

  • Hi Vokinko1 ๐Ÿ‘‹ Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about some connections on your devices. There could be a few reasons this happens. It could be your iphone is connected via the wrong Wi-Fi band - For example it's connected on the 5Ghz network which works to a faster speed but a shorter distance, so when you are then in a different location later in the day it's not refreshed the connection and is pulling the bandwidth affecting performance. 

    It could be that there's a coverage 'dark spot' in your home. You can run tests for this via our Connect App ๐Ÿ‘‰ https://virg.in/connectapp and identify if a Wi-Fi POD may be needed to boost signal in this area. 

    I'm happy to take a closer look at your connection from our side too, to see if there's anything a miss that may be causing the issue. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. ๐Ÿ“ฉ We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. ๐ŸŒž