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Low upload speed for weeks on end with 0 support from VM

On our wavelength

I'm honestly so fed up with everything Virgin Media, I have never not had issues with my services

For months my upload speed has never been above 5MB/s, currently it's sitting around 2MB/s.

Work is near impossible, streaming is absolutely out of the question, and Virgin Media keeps telling me my install is fine, there is no fault in the area, the services are fine. 

I was told to install the app to get better customer service, but it does nothing except redirect me to their website amd tell me to run their checks (which I do and they tell me everything is fine : ) )

Ive been gaslit by Virgin Media way more than by any of my toxic exes, how is this legal? 

I've already had to get ombudsman involved for other faults VM wouldn't assist me on (and got ~90GBP I was owed but they were refusing to pay me), is this something Ombudsman can help me with as well? (VM not providing me the service I pay for and claiming everything is fine)


Very Insightful Person
Very Insightful Person

OK - see this..


Firstly... Can we check… 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/Hub related?

If its happening on ethernet connected devices as well then do this....

In your browser’s URL box type in (or - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK


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. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.