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CharlesL71
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Unreliable and slow fibre broadband speed

Hi, I have had a 100Mbs fibre link for a year and can't think that I have ever had that download speed. The speed is so slow and unreliable that (even when I am alone and the only device connected) I cannot use it for video calls on Teams, Zoom, etc. Even with audio-only calls it fades out every couple of minutes. I have logged calls often but the problem has never been resolved. I have downloaded the Virgin Media Connect App and scanned the wifi signals - no problems. I have just received my new bill and my broadband costs have doubled for the new year. Any suggestions on how to find where the problem is - doesn't seem to be the hub (done factory reset often), doesn't seem to be wifi signal, done the diagnostics, not sure where to go from here ? I am not prepared to pay double for another year of this unreliable and slow connection 

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gary_dexter
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Alessandro Volta
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Message 2 of 12
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Re: Unreliable and slow fibre broadband speed

You need to speedtest on a wired connection.

Wireless connections and speeds are not guaranteed.

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CharlesL71
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Re: Unreliable and slow fibre broadband speed

Great suggestion. Thanks. 100+Mbs download speed on wired. 25Mbs download on wifi (50cm away from the hub). Now I know the source of the problem. Any suggestions on what to check to see what the problem is with the wifi ? 

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gary_dexter
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Alessandro Volta
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Message 4 of 12
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Re: Unreliable and slow fibre broadband speed

What device are you using on the wireless? Is it a phone/laptop/tablet etc.?

And what is the make and model of the device?

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CharlesL71
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Message 5 of 12
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Re: Unreliable and slow fibre broadband speed

Multiple devices - I tested on a laptop running Windows 10. I also ran a speed test over wifi on my phone (Samsung Android). Similar results (for wifi) on both

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CharlesL71
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Re: Unreliable and slow fibre broadband speed

My phone is Samsung SM-G973F running Android 10
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gary_dexter
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Alessandro Volta
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Re: Unreliable and slow fibre broadband speed

Do you know if you're connecting to the 2.4Ghz or 5Ghz band?

Have you split the Wi-Fi bands by renaming them in the hubs admin pages?

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CharlesL71
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Message 8 of 12
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Re: Unreliable and slow fibre broadband speed

Wifi is 2.4Ghz. 5Ghz was disabled. I enabled it and tried again - then got 5Mbs download. I haven't changed anything else from the defaults it came with. 

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gary_dexter
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Alessandro Volta
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Message 9 of 12
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Re: Unreliable and slow fibre broadband speed

Those speeds are about right for the 2.4Ghz band then.

If you disable the 2.4Ghz and just enable the 5Ghz what speed do you get?

We know it's not a line issues as you get full speeds when wired.

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CharlesL71
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Re: Unreliable and slow fibre broadband speed

I have suffered for a year with this and you have cracked it in a couple of minutes !! 100+Mbs download speed on wifi when I disabled 2.4Ghz. Thank you so much 👍

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