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Low to no broadband speed

Adebuki
Joining in

My first 7-days on VM, I was promised 200mb download speed, I only got 140mb on day 1 and since then it’s been ranging between 50-10mb. I reset the hub this morning and now I can barely get anything. I have no idea how to get VM technical support. Is there a number I can call? I’m so frustrated right now. I’m wondering if I can cancel my contract since it still falls within the first 14-days

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person
None of my Macbooks have an ethernet port - but I have an adapter for the USB port that allows me to connect them all to ethernet - for testing purposes.

What speed package did you have with BT and what did you get?

Are you connecting on the 2.4 or 5GHz wifi band? My Macbook Air and Pro and iPhone7 both get ~220mbps on my Vivid200 wifi package when in the same room as my router (and ~220 on ethernet of course). However, on wifi, they only get that when I put them onto the 5GHz network. Sat in the same spot if I then flick them over to the 2.4GHz network, they max out at 50-60mbps (others on here get even lower [<50] on their set ups) - it's just the limitations of the wifi technology!

To do that test though... you need to separate the two bands SSID's so you can select the one you want to connect to. If you want to give it a try to see if it helps - see the procedure below
___________________________________________________________________________

Go into the Hub3/4 settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or “Smart Wifi” box and save settings.  Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's.  Just type over to change 'em to whatever you like and something that will differentiate them (e.g - Billybob2 & Billybob5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

4 REPLIES 4

jbrennand
Very Insightful Person
Very Insightful Person
Yes - you can cancel within the first 14 days free of any charges.

I assume you are testing speeds over wifi connections?

If so note that VM doesnt guarantee connection speeds on wifi - only speeds "TO" the Hub and out on an ethernet cable connected device are guaranteed.

So, are you seeing any disconnections or is it just speed issues - and are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for your response. Unfortunately I don’t have any devices that user Ethernet, my 2 laptops do not have Ethernet ports and all my connections is on wifi. I eventually spoke to their technical guys and they did something to speed it up. 
fyi, I’m not necessarily expecting a guaranteed 200mb but at least if I subscribe to 200mb, let me get 100mb not 10mb that makes no sense at all. 
I’m giving it a couple more days and if it doesn’t improve I will surely cancel and go back to BT. I never had any complaints with BT. I’m only with VM now because I moved houses and they appeared to have better service in the new place. I guess I was wrong 

jbrennand
Very Insightful Person
Very Insightful Person
None of my Macbooks have an ethernet port - but I have an adapter for the USB port that allows me to connect them all to ethernet - for testing purposes.

What speed package did you have with BT and what did you get?

Are you connecting on the 2.4 or 5GHz wifi band? My Macbook Air and Pro and iPhone7 both get ~220mbps on my Vivid200 wifi package when in the same room as my router (and ~220 on ethernet of course). However, on wifi, they only get that when I put them onto the 5GHz network. Sat in the same spot if I then flick them over to the 2.4GHz network, they max out at 50-60mbps (others on here get even lower [<50] on their set ups) - it's just the limitations of the wifi technology!

To do that test though... you need to separate the two bands SSID's so you can select the one you want to connect to. If you want to give it a try to see if it helps - see the procedure below
___________________________________________________________________________

Go into the Hub3/4 settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or “Smart Wifi” box and save settings.  Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's.  Just type over to change 'em to whatever you like and something that will differentiate them (e.g - Billybob2 & Billybob5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.
---------------------

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks a lot, I will carry out this steps and fingers crossed 🤞🏽