Buffering is ridiculous!!!??

[Jbeckley]

I’ve just upgraded to virgin media fibre and really wish I hadn’t ! how comes I get 130mbs but can’t watch a film or have a video call because of constant buffering !? It was better on 8mbs BT a copper ! 

[Client62 · Accepted solution]

We don't have buffering issues with streamed TV or during video calls.

Has the VM Hub been installed in a different place to the previous Router creating a WiFi coverage issue ?

We do find these WiFi settings give us a stable signal

[Ashleigh_C]

Hi there @Jbeckley 

Thank you so much for your post and welcome to the community forums, its great to have you here. 

I am so sorry that you have faced these issues with your connection, I have taken a look and I can see there are a few issues showing with the Hub specs that will require an engineer to take a look. 

I will pop you a PM across now to arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[Ashleigh_C]

Hello again, 

Thanks so much for your private message and confirming your address, I have now booked you a visit for connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment