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mcr007's avatar
mcr007
On our wavelength
2 years ago

Dire speeds

So In January Virgin offered me a deal to remain, after cancelling ... so I took it - and am now regretting it.

I am paying for the 1Gig service, yet I am getting about 150mbps. Virgin support were hopeless - they offered me a wifi pod to help my bad speed despite the fact I get the same slow speeds on hardwired.

They refused to book an engineer to come out unless I agreed to a "potential" £25 charge - which I refused in principle. They refused to adjust my bill to the price of the service I am received because they are not "authorised" to do this.

I am so fed up. Virgin seem to refuse to raise a complaint so I seem stuck to paying for 1Gig when I am receiving 15% of that speed.

This is not acceptable. All I want is either:

1) fix the service so I am getting the speeds I am paying for,

or

2) cancel if you are unable to provide them.

Is this too much to ask for?

10 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Using the link below it would help to evidence the service to the VM Hub
    is way below the expected subscription level...

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

    Once the test begins click on: Run full test to see all the stats.

    Do post a screen shot of the results.

    • mcr007's avatar
      mcr007
      On our wavelength
      2 years ago

      Not much point - the Hub4 is likely receiving 1gig to the router, but it is then only delivering about 150mb to computers. I get faster than that when I connect to 5G on EE via my iPhone.

    • mcr007's avatar
      mcr007
      On our wavelength
      2 years ago

      I did. I get rubbish speeds still.

  • gcarter's avatar
    gcarter
    Superfast
    2 years ago

    There are several factors to bear in mind when troubleshooting internet / network speeds.

    • mcr007's avatar
      mcr007
      On our wavelength
      2 years ago

      I have about 15 PC's (laptops, servers, tablets etc.) - Don't ask! I am a Software Developer.

      For the testing I took one laptop - a recent i7 hard wired it. All other devices were disconnected. All cabling in my house is cat6 or 6a.

      It seems I get the proper speeds at night time (well 700mbps) but during the day it's dire (100-350) so I now feel this is capacity on VM's oversubscribed oversold network.

      I am also fed up of there false promises (when I renewed I was promised I could be upgraded to a hub5 series when they were available - but there were low stock at the time). Funny how they can find them for new customers. In terms of Wifi, I have weak signal from a PC in the same room as the router. Once they got my renewal, all requests for the hub5 upgraded were ignored.

      I am just going to cancel and go elsewhere.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    As an IT Programme Manager I am more than a tad curious as to why the Realspeed test is not used to evidence daytime downstream capacity problem. After all seeing poor speed to the Hub during the day would be a local Virgin Media service fault but would show a change of Hub would make not a jot of difference.

    If this is just an attempt to get a Hub 5 do make absolutely sure you understand all about Hub 5 issues (with  2.5Gb/s port / DHCP / Wi-Fi / DNS / flaky firmware ) before getting into a situation that can not be rolled back.

  • mcr007's avatar
    mcr007
    On our wavelength
    2 years ago

    For what it's worth; I wanted anyway Hub 5 because I wanted Wifi6 support, and my second rate Hub 4 can only do Wifi 5 and only a few meters from the hub. Not even any walls between ... other side of the room has weak signal.

    Speeds even on wired are poor during the day. Anyway I decided to move away from Virgin - I got full fibre to the property and it's full speed up and down throughout the day and new Wifi6 router is much stronger all over the house.

    Virgin service will be cancelled at end of the contract. They have lost a customer.

  • Anonymous's avatar
    Anonymous
    2 years ago

    Are you going to run that Realspeed test or are you going to continue to insist that you're a software developer so you don't need to troubleshoot anything?