Poor broadband speeds

[MSC1]

When I signed up to VM, the documentation that I received stated download speeds of min: 258mbps and max: 548 mbps. I rarely get 20% of that. Am I being mis-sold a pup on the basis that VM stated that the normal download speeds would be between 505-545 mbps in my area?

[Carley_S]

Hi @MSC1 

Welcome to the community forums 

Sorry to hear of your concerns with your broadband speed. Are these speed concerns over your wired connection or just over the WiFi please? 

I've checked the systems at our side and although our automated systems has identified there has been a short term connectivity issue over the last few hours, there are aren't any current signal related issues. Double check that all your cables are secure and tight at both end of the connections and that there aren't any kinks, twists or damage to the cable at all. 

[MSC1]

Hello Carley,

This has been an on-going issue, maybe 4 months or so. All the time my devices have been on wifi. I have been using SpeedTest.net to confirm.

Thanks,

MSC1

[Carley_S]

WiFi speed is shared between all your WiFi connected devices and can be affected by many different factors, so we wouldn't expect to see WiFi connected devices reflect the full speeds available at the router. These speeds are usually obtained when devices are connected directly through an ethernet connection.  

WiFi speeds can via depending on many things, such as distance from the router, objects/structures/materials the WiFi has to travel through, devices limitations and many other factors. You can find our more about how WiFi works here. 

The speed at the router is what we advise as our broadband guarantee. We do have a WiFi guarantee but this is separate to the broadband guarantee you're referring to. You can find out more about our WiFi guarantee here should you need. 

[MSC1]

Wonderful - I live alone and generally only use one device at at time. Certainly only one at a time is used for streaming. Therefore I do not believe that your explanation holds water.

[Client62 · Accepted solution]

Use the link below to see if speed is being lost to the VM Hub or by the devices use of Wi-Fi.

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

Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

[MSC1]

@Client62. Thanks for the advice but still a bit poor 

[Client62]

Share a screen shot of the Realspeed Full Test so we can see the problem.

[Ayisha_B]

Hi @MSC1 

Please share a screenshot of the speed test results and we can review it accordingly.