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MrsB2015's avatar
MrsB2015
Just joined
2 months ago

Speed test ok - content isn’t loading

We have done various speed tests including the VM app and always comes back with ‘great’ broadband and WiFi - yet we can’t always load content on social media on our phones. I wfh and if plugged in, it’s ok - on WiFi it’s poor. I thought it was just our devices - there not the newest. But a friend came to stay and they experienced the same - had to use friends WiFi to update phones. 

What can I do? Doubt VM will accept early leaving if I can’t prove poor speeds with a test but it’s becoming a real problem. 

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  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    2 months ago

    Hi MrsB2015,

    Thanks for your post and welcome to our community.

    I'm sorry to hear you're having some issues with the WiFi signal. 

    There are so many things that can influence a WiFi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and WiFi connection is interfering with yours. 
    Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
    The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following. 
     
    •    It's out in the open if possible. 
    •    If positioned near the TV that it's next to it, not behind it. 
    •    It's away from large bodies of water (e.g. fish tanks). 
    •    It's away from baby monitors, cordless phones and radios. 
    •    It's away from microwaves. 
     
    Think of the Hub as a radio and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the WiFi connection. 
    If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
    If after going through the self-checks you still require some help, please do pop back to us and we can look into this further for you.