Menu
Reply
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,996 Views
Message 1 of 13
Flag for a moderator

Speeds not meeting virgin guarantee

Hi All,

I've been with Virgin less than a week and I've consistently had less than the 200mbps paid for, the minimum speed guarantees are 107mbps and 20mbps. 

To date speeds average 44mbps and 11mbps with a latency of 36ms. I've had lower speeds than this too these are across wifi and when plugged into the virgin media kit, via ethernet.

I've changed the channel and looked at various boards to prioritise the speed, if feels like there's a big lump of rock sat squashing the speed (Virgin Media, don't throttle - that's BS).  As I'm paying for a premium service I'd expect premium customer service - ha.

I've sent tweets, had online chats for hours - 3 hours this morning and still no joy.  It's obvious that the call centres are heavily scripted and when those in India have completed steps 1 to 5 they tell you to go away, will get hounded for having a ticket open so will either cut you off or fob me off with some lame excuse. 

So.  How do I claim against the minimum speed guarantee? Is there a UK call centre who know's not what they're doing not some scripted individual who is employed to do a task not a job?

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
3,979 Views
Message 2 of 13
Flag for a moderator
Helpful Answer

Re: Speeds not meeting virgin guarantee

OK, firstly forget Wi-Fi until you know what is happening with ethernet cable connected speeds.

Carry out a couple of speed tests at speedtest.net using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other items connected.

Let us know what you get.

Then

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.  When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,974 Views
Message 3 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

Sod's law at 17.30 on 9/3/2020 I get decent speeds:

216mbps and 20mpbs 

0 Kudos
Reply
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,969 Views
Message 4 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

Screenshot 2020-03-09 at 17.32.57.pngScreenshot 2020-03-09 at 17.33.17.pngScreenshot 2020-03-09 at 17.33.23.pngScreenshot 2020-03-09 at 17.34.07.pngScreenshot 2020-03-09 at 17.34.16.png

0 Kudos
Reply
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,966 Views
Message 5 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

Screenshot 2020-03-09 at 17.32.57.pngScreenshot 2020-03-09 at 17.33.17.pngScreenshot 2020-03-09 at 17.33.23.pngScreenshot 2020-03-09 at 17.34.07.pngScreenshot 2020-03-09 at 17.34.16.png

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
3,964 Views
Message 6 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

You might be as well uploading your images to a hosting site and then linking the image.

I use imgbb.com


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,955 Views
Message 7 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

0 Kudos
Reply
jb66
  • 11.96K
  • 880
  • 1.72K
Very Insightful Person
Very Insightful Person
3,870 Views
Message 8 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

If your in a FTTP area those signals are good

0 Kudos
Reply
sydney9676
  • 30
  • 0
  • 0
Tuning in
3,860 Views
Message 9 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

Yep, fibre to the premises with virgin.  The speed has mentioned has just been somewhat all over I’ve had over 200mbps on WiFi (not expected) but also steadily seen the low end being the consistent details with 32mbps being the norm 

0 Kudos
Reply
jb66
  • 11.96K
  • 880
  • 1.72K
Very Insightful Person
Very Insightful Person
3,852 Views
Message 10 of 13
Flag for a moderator

Re: Speeds not meeting virgin guarantee

32 is average for when your connected using the slower 2.4ghz fequency
0 Kudos
Reply