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JR_12345's avatar
JR_12345
Tuning in
2 years ago
Solved

Extremely slow speeds - Twitter sent me here

Dear all, 

I hope this post finds you well. In short, I am paying for 1GB but I have not been getting anywhere close to this speed for quite a long time. After speaking to VM on Twitter, they advised communicating here. 

In terms of devices, I currently have a Hub 4 set to modem mode and an Archer AC4000 (changing the Hub 4 back to router mode did not help). Only my PS5 and VM TV box is connected via ethernet; everything else is over wi-fi. 

A speed test which I ran via the PS5 stated I was receiving 253.7 mbps (download) and 8 mpbs (upload). 
I also ran a test today via VM's own website (https://www.virginmedia.com/broadband/speed-test) over Wi-Fi, which stated the following: Latency - 17.7 ms; Jitter - 7.22 ms; Download - 18.0 Mbps; Upload - 31.7 Mbps

Please may you kindly advise what other steps I should try, or what I haven't considered? Thank you very much in advance for your help! 

 

  • Steven_L's avatar
    Steven_L
    2 years ago

    Thanks for coming back to us JR_12345, the system is now showing an issue with your power levels, they are too high on all but one of your upstream channels this will need a technician visit booked in to resolve. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
    Kind Regards,
    Steven_L

12 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    You need to set Hub 4 back to router mode and run a wired speed test with a gigabit capable laptop or PC here.  Speed testing over Wifi or a console is not reliable.  Also note VM only guarantee Wifi for 30Mb.  VM will also insist your Hub is set to Router mode to allow them to test as well.

    www.samknows.com/realspeed

    Run the FULL tests and post the results back here please.

    • JR_12345's avatar
      JR_12345
      Tuning in
      2 years ago

      Hi Adduxi, my apologies. I forgot to mention I don't have any other devices with an ethernet cable, apart from my PS5. 

      I will look to see if anyone I know has one and reply afterwards. However, if I can't find one, what would I do next?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Consoles are not reliable for speed tests, so that's unfortunate.  You will need to set the Hub back to Router mode as well, as VM insist on this when they do diagnostics.  You could try running the samknows test via the PS5. Connect with a known good Cat 6 cable and have the Hub in Router mode.  This is required because the samknow client software is imbedded in the VM Hub's firmware and only works in Router mode.

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    2 years ago

    "After speaking to VM on Twitter, they advised communicating here."

    That's a little bit odd. AFAIK the VM team that staffs VM Twitter is the same one that staffs VM Facebook which is the same one that staffs VM Trustpilot which is the same one that, well, staffs this community forum.

    It must be the magic added ingredient of free customer support from fellow customers that is the difference. 🤷

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 years ago
      Cardiffman282 wrote:

      <snip> It must be the magic added ingredient of free customer support from fellow customers that is the difference. 🤷

      I think it must be too 🙂

  • JR_12345's avatar
    JR_12345
    Tuning in
    2 years ago

    Hi Sabrina B, thank you for your reply. The link you sent me came with the following results: 
    1. Latency - 10.8ms; 2. Jitter - 1.52ms; 3 Download - 22.1 Mbps; and 4. Upload - 43.3 Mbps. 

    Is there a reason my download speed is nearly half that of my upload? Please note I have turned the VM Router back to router mode. 

    Separately, my PS5 connection (via ethernet) seems to have tripled in speed, reaching over 800 mbps. Do you know if there is a reason why this has jumped massively, given my third-party router can handle that speed as well? I have also used the same cables as before.

     

    Thank you in advance for your help. 
    ___________

    Hi Cardiffman282 and Adduxi, VM's twitter response surprised me too. I copied it below FYI: 

    I'm sorry to hear that , it may be useful for you to post on our community help forums here: http://virg.in/VMforums. If the community are unable to help resolve the issue, a member of the team will be along to help. ^AC



     

     

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Thanks for getting back to us on this JR_12345,

      Are you able to post your findings on the advised tools above?

      From there we can take a further look.

      Regards,

      • JR_12345's avatar
        JR_12345
        Tuning in
        2 years ago

        Hi Legacy1 and Kain_W, 


        My apologies for the delay, I was away. I have created a BQM today, using the default settings it suggested, and it has a bit of information.

        I have changed the WiFi channels as recommended, and I took the tests from both thinkbroadband and Ookla (see below) via my desktop PC over WiFi.

        Thinkbroadband – Could not see an option for 1x or 6x.

        Ookla

        Multi

        Single

        Also, after the tests above, I turned on my PS5 (connected via ethernet) to download something and it was doing it at 95mbps, which is nowhere near 1GB.

        Any ideas or suggestions? As always, thank you very much for your help!!

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    You seem to be rate limited going by the high download latency.

    The router you have has a QoS which is set to Get via Internet Speed Test which is never a good idea try it to manually and reboot if needed.