Slow connection on social apps

[dasher12]

Hi everyone,

Just wondering if anyone has the same issue and has found a solution.

When using social media apps like FB or Insta over the Virgin Broadband the apps either don’t load or when browsing through videos it appears to load the first few seconds and it stops.

I end up having to use my mobile data at home most of the time. 

Raised this with Virgin but always get told to reset the router.

Most of the time the broadband is ok but sometimes it feels clunky such as using the apps.

Thanks

[jbrennand]

It "may" be related to the "childsafe" function.

Log onto you online account and click the Update account and Account settings and then "online security" - turn childsafe off save and exit and see if they then connect

[Adri_G]

Hello dasher12, thanks for reaching out on our forum and a warm welcome to our community.

We are sorry to see you've been experiencing issues with your connection while on social media only, recently.

We'd be eager to assist with this problem, could you please advise the following:

a) is this an issue on one or many devices and have you managed to improve the connection when your hub is rebooted or reset?
b) does this happen on any other apps or pages such as YouTube for example?
c) have you followed the advice about 'child safe' from jbrennand above since you last posted and has this helped resolving the issue?

Please, let us know and we can advise more based on your feedback - here to help if you still need us.

[dasher12]

Hello,

Yes it does affect other devices.

I’ve already tried the suggestion of the Child safety settings. As they were off I tried turning it back on and then off, but no luck on that front.

Youtube is also affected but I thought it was more of a buffering type of problem.

Thanks

[Ilyas_Y]

Thanks for the reply @dasher12 on the forums.

May I ask what devices these are that you are using.
Are these all Apple or Android or are they are a mix of the two?
Are these issues only on the app or on the online sites?

Kind regards,
Ilyas.

[rt423]

Hi all

Adding that I am experiencing the same issue with social media apps and YouTube loading media really slowly or not at all, however Spotify appears to be fine.  This is true across multiple iPhones and a Windows 10 laptop.  Besides this my interest net speed is great.

Like the OP I have deactivated the ChildSafe feature and rebooted / reset the router a couple of times.

Besides using mobile data to bypass this bottleneck, I have also noticed that using a VPN on my phone instantly stops the apparent throttling or these sites (FB, Insta, YT).  So it is clear that there is something Virgin is doing that is specifically throttling connection to these sites.

Would love a fix!

[Client62]

If you use the link below does it have the correct answers for...

1) Your location ?

2) Is the ISP Virgin Media Limited ?

https://whatismyipaddress.com/

[rt423]

Thanks Client62, yes it has my location (to within a few miles / London broadly) and ISP correct.

[Robert_P]

Hi rt423

Sorry to hear of the connection issues to social media sites via your wireless network, we appreciate the confusion this is causing and you raising it via the forums. Welcome to the community.

Its been a few days since your post, has this improved at all during that time? If not, when did this start? Is it across all devices?

Rob

[rt423]

Thanks Rob for replying.

It has been pretty constant since we were connected in January.  It is the same across the two iPhones and two windows laptops that we have tried.  The VPN test I have only used on my iPhone.