1Gb Upgrade Broadband - No way near!

[MikePres]

I decided to upgrade my broadband from 500mb to 1Gb and renew my contract with virgin.  However, I’ve tested the connection several times since the broadband upgrade and it’s no where near the 1Gb (1000mb) download speed.  In fact it seems slower, even below the previous speed I used to have at 500mb.  The current download speed is 423mb.  So I’m very disappointed.  
Also the price I was quoted over the Virgin Media call centre sales line was £10 more per month when the written contract came through.

What can I do?

[Adduxi]

Two things.

Check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

What does this speed test show?   www.samknows.com/realspeed

[jpeg1]

VM seem to be making a habit of charging customers £10 more than they were quoted.  Here's a recent one but there have been others.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Email-upgrade-invite/m-p/5518855#U5...

If you are within 14 days of the contract starting you can cancel without cost. Otherwise you can make a formal complaint

https://www.virginmedia.com/help/virgin-media-complaint

[Cardiffman282]

Re the £10 trick the Consumer Protection from Unfair Trading Regulations 2008 forbid bait and switch marketing https://www.which.co.uk/consumer-rights/regulation/consumer-protection-from-unfair-trading-regulatio...

Let's see how many more posts suggest it is alive and well at VM. 

[MikePres]

Many thanks all for your help. And suggestions.

Ive decided to go down the formal complaint pathway to see where that gets me and may also go down the ombudsman root.

i will investigate the speed issue further.  To get to the 1GB speed I had to install the latest VM hub so will start looking into this device now.

Many thanks

[John_GS]

Hi @MikePres 

Thanks for posting and welcome back to the community. Sorry to hear of the broadband speed issue.

The speeds you get at home will, of course, depend on a variety of factors, it depends on your package, what and how many devices you have, how they are connected amongst other things.
We have a download speed guarantee - this will show the minimum speed we would expect for all our packages - you can look at that here: virg.in/speedsexplained
If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here: https://virg.in/wifisos
I'll go ahead though and send you a PM as you've also mentioned a pricing issue.

Best wishes.