Slow Speeds vs Router Swap

[ShaneYork]

Someone I know their WiFi was slow and playing up so they contacted virgin and was told they are out of contract with virgin now they have a new router and mine is slow, and I think I'm out of contract but I can't get a new router.

[MOD EDIT: Subject title changed for clarity] 

[Tudor]

What is ‘slow’ WiFi or Ethernet cable connected devices? May not be the VM hub, what hub do you have?  There are many factors involved in being given a replacement hub, you do not know their exact circumstances. 

[Tom_W1]

Hi @ShaneYork thanks for your post although we're sorry to hear of the concerns you've raised here with your broadband.

We've ran some checks and there are no network issues on the line, and all the levels to your Hub are within the specifications so there's no cause for concern here.

Can you please define slow, are you running speed tests via ethernet or WiFi connection please, what are your speeds received?

Many thanks

[ShaneYork]

When I have YouTube on or my recorded shows it goes off then back on and I keep getting emails saying out of contract and someone I know had the same thing happened and they got a new router after they were out of contract 

[jbrennand]

What is your "VM Package" and current Hub model ?

On Wifi or ethernet connections?

And be very careful what you wish for!

[Client62]

If you are out of contract and you accepted a new VM Hub, that would likely result in starting a new 18 month contract.