Forum Discussion

partik's avatar
partik
Joining in
2 years ago

Upgraded to 1gig but speed slower!

Hello all! I took advantage of an offer and upgraded from 500mb to 1gig a week ago. VM sent me a new Hub 5 (even though I already had one!) and I kept the 3 Wi-Fi pods I already had in same spaces. Since upgraded the speed in my little office has gone down from on average 250-300mb to 100mb, although the upload speed has gone up from 30 to 80. Is this normal? I contacted VM and they said it ‘needs to settle’ for a few days. It’s been a week now. Seems weird I’m paying more for worse service!

9 Replies

  • DeborahForum's avatar
    DeborahForum
    On our wavelength
    14 days ago

    I have this issue too - in 2025 - upgraded from 250 to 1Gb and now the WiFi speeds are less than half they were previously, Virgin have told me on here than they guarantee 30Mbps and didn’t offer me the help they have offered you. I’ve paid for an upgrade and got a downgrade

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      12 days ago

      Hi DeborahForum 

       

      Thanks for getting in touch. We're sorry for any WiFi issues. 

      There are so many things that can influence a Wi-Fi connection 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, it could even be that your next-door neighbour’s router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look 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

       

      Out in the open

      Next to the TV not behind it

      Away from large bodies of water (e.g., fish tanks)

      Away from baby monitors and cordless phones

      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 & the poorer the WiFi.

       

      If that doesn't help, if you have the Hub 3-5, 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

      • DeborahForum's avatar
        DeborahForum
        On our wavelength
        11 days ago

        Hi John 

        I appreciate your advice, but I work in IT and understand WiFi and the steps to take.

        We have a hub 5, it's been in the same spot for the last 4 years (approx), it's no where near any water, we don't have a fish tank, we don't have cordless phones, it's no where near a TV as it's in an upstairs hallway where it's always been. 

        I did mention that I can be sat right next to the hub and get speeds as as low as 30 - 40 Mbps.

        I've already got and been using the virgin connect app, as long as the speeds are higher than 30Mbps it's says "all looks great"

        I've used the virgin speed tool via accessing the router settings using an iPad pro which in the post got decent WiFi speeds before the upgrade and I'm sat next to the hub and it tells me to move closer to the hub as the connection strength is low. I can't get any closer.

        There have been times if I'm within sight of the hub a couple of meters away that I get WiFi speeds of 500, but only a few times.

         

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Partik! 👋 Welcome to the community, thank you for posting!

    Sorry to hear about these concerns and issues with your speeds following an upgrade! You should see the increase in speeds within 24hours of the change happening (just whilst your account updates on our systems). Any Wi-Fi pods you have come pre-paired to the hub, so it may be the case we need to get these re-programmed for you - which we can do remotely! 

    I'd like to take a closer look and help get this sorted for you, so we will need to send you a PM to confirm a few account details and offer some support. You can find the PM in the top right corner of the page in your Inbox. 📩 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. 🌞

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago
    I contacted VM and they said it ‘needs to settle’ for a few days.

    That's just a lie they tell you to stall you through the contract cooling-off phase. Listen, I work on internet traffic-engineer systems for another company (Not residential, international network stuff). I develop systems that adapt to speed changes within seconds. There's nothing that takes several days to "settle" unless somebody has literally not configured your QoS settings correctly.

    If you're not happy with the speeds you're getting now, I suggest you cancel the contract. They're just trying to delay things for 2 weeks so that you'll be stuck in the contract.

    Honestly, Virgin Media have just been getting worse and worse. They're selling bandwidth that they can't actually provide. Once they offer 1Gig in your area, it's time to switch to another provider, because you'll just start to see congestion issues.

    I suggest you cancel your contract and make a complaint to OfCom, and see what other providers you have in your area.

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

    Are the Pods connected to the new Hub?  Normally they need to be re-paired if you get a new Hub.