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Swaggerjacker
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Message 1 of 10
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False advertising broadband

I have been a Virgin customer for years and wanted to leave this year when my contract was up as I just wasn’t satisfied with their service anymore. I was approached by Virgin with an email that tempted me with the Full house bundle I’m currently on and a jump up to vivid 200 internet, all for £45! I was delighted and took the offer as it seemed a good one... or so I thought.

Its beyond disappointing on the broadband side of things as since we’ve been updated, the speed has dramatically dropped. I thought maybe it’s just because It’s veen updated recently and need to give it time to adjust. I’ve rebooted the roofer several times in the hopes it will refresh everything but sadly, nothing. A friend of mines mentioned you can check your broadband speed online so I came home and did so. I was horrified to find that I was getting download speeds of 11.62mb - now remember I’m meant to be 200mb! - and upload speaks of 4.26mb! I decided to give Virgin the benefit of the doubt and go through their website and I discovered they were linking customers to an app called Speedtest. I downloaded it and decided that if it’s coming from Virgin themselves to download this app then things might be ok? Sadly, they were not! The highest speed I’ve received from doing the tests through out the day is 35mb download speed and 12.2mb upload speed and the lowest I’ve gotten is 6.81mb download and 10.4mb upload!

Horrified by all of this I decided to double check what speed my area was capable of and behold... my area is capable of 200mb and even up to their highest package of 350mb! What an absolute joke. I’ve still to contact them direct about this but I wanted to give people a heads up as to what you might be getting into!

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legacy1
Alessandro Volta
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Message 2 of 10
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Re: False advertising broadband

If your speeds was bad before what did you expect.

Some area are better then others and how loaded they are.

 

 

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Swaggerjacker
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Message 3 of 10
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Re: False advertising broadband

They weren’t bad before with their internet service - that comment was more for the TV side of things - my 50mb was way better and faster than. They updated my area in general from 100mb to 200-350mb fibre in the last 6 months I would say. Since my new contract and upgrade to 200mb it’s veen absolutely shocking. Did a search for the area and says average speeds of 150-190mb... but then again, just all seems to be false advertising.

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Forum Team
Forum Team
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Message 4 of 10
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Re: False advertising broadband

Hi Swaggerjacker,

 

Thank you for getting in touch.

 

I am sorry to hear you are having problems with the speed of your broadband. 

 

Can you please clarify the following for me

 

- Which Hub do you have?

- Do you find the speeds is worse when using wired or wireless connection ( or both ) ?

 

 

Thanks, 

Nat
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Swaggerjacker
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Message 5 of 10
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Re: False advertising broadband

Hi,

I have the Hub 3.0

and I feel both are equally as slow. I mostly use wireless as you can appreciate modern technology these days requires wireless and not wired.

just can’t believe the dramatic difference in speed from what I’m paying for to what I’m actually receiving. It’s laughable really.

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jpeg1
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Message 6 of 10
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Re: False advertising broadband

Unfortunately the only valid speedtest is with a device wired to the hub, and with all other devices turned off. Otherwise you are only measuring the WiFi connection speed which is often much lower, and out of VM's control.

I would suggest you check the speed as suggested above, to see exactly what VM are providing you with.  If the issue is with the WiFi there are a several things that can be done to improve it. 

As for 'false advertising', VM do not advertise a WiFi speed - they cannot. .

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Forum Team
Forum Team
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Message 7 of 10
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Re: False advertising broadband

Have you had a look at our Virgin Media connect app? You will be able to connect to the hub, check for any faults as well as scanning the home for any trouble areas and order boosters if needed. Hopefully that will help. 

If not then you can text our cable specialists on 07533051809 we’ll be able to get this sorted out for you. Texts are free for Virgin Media customers, and we’re open 8am-7pm Monday - Friday. 

Let us know how you get on. 

Emma_C - Forum Team
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jbrennand
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Message 8 of 10
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Re: False advertising broadband

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, you cannot rely on wifi tests, you need to do this first.
Make sure your device has a gigabit network card and has the up to date drivers. Use a new Cat5e/6a ethernet cable to connect it to the Hub - which you have put into modem mode (to ensure only your device is connected). Then, boot up your device into "safe mode" (to disable any software on it that could be limiting speeds) and run the test at speedtest.net on 2 different browsers one of which is a fresh download of one you haven’t previously used (e.g. Firefox, Opera, etc).

Do that and report back what you are getting.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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chenks
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Message 9 of 10
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Re: False advertising broadband


@jbrennand wrote:
Then, boot up your device into "safe mode" (to disable any software on it that could be limiting speeds) and run the test at speedtest.net on 2 different browsers one of which is a fresh download of one you haven’t previously used (e.g. Firefox, Opera, etc).

safe mode with networking, otherwise networking will have been disabled by safe mode.

and, of couse, the obvious thing to also support are the connection status from the hub.

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jbrennand
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Message 10 of 10
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Re: False advertising broadband


@chenks wrote:

@jbrennand wrote:
Then, boot up your device into "safe mode" (to disable any software on it that could be limiting speeds) and run the test at speedtest.net on 2 different browsers one of which is a fresh download of one you haven’t previously used (e.g. Firefox, Opera, etc).

safe mode with networking, otherwise networking will have been disabled by safe mode.

and, of couse, the obvious thing to also support are the connection status from the hub.


I am a Mac man chenks - I let it deal with those details  Smiley Happy  (but thanks for reminding me)


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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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