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slow speeds and dropping out.

Help please. Small house shared by 3 students, reliant on a stable service for online lectures. Video Calls dropping out, slow speeds.  Service rented is M100. New Hub 3 router. Speed measured through Virgin site over 8 days at same time in morning is max 45mbps on one day only and about 30mbps average, i.e.well below guaranteed speed. Impossible to get to talk to anyone at Virgin about this. Service is a disgrace despite Covid. Can anyone help please. Not technically savvy. 

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Alessandro Volta
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Message 2 of 11
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Re: slow speeds and dropping out.

Measured with a wired or wireless connection?

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Message 3 of 11
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Re: slow speeds and dropping out.

The test is made via the Virgin web site, i.e. you log onto your account and then look for broadband speed test, so I assume it is wired through to the router. 

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Alessandro Volta
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Re: slow speeds and dropping out.


@MyottNutter wrote:

The test is made via the Virgin web site, i.e. you log onto your account and then look for broadband speed test, so I assume it is wired through to the router. 


Well, was the device you were using wired to the hub by Ethernet cable or were you using the WiFi connection?


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Alessandro Volta
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Message 5 of 11
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Re: slow speeds and dropping out.

Is the device you are using connect to the Hub with Wi-Fi or an ethernet cable ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 11
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Re: slow speeds and dropping out.

Soprry for the delay. I had to confirm how devices were being used. I am not at the property. Measurements have been taken with devices using wi-fi. Yesterday a film was buffering and a game could not be played. 2 laptops in use, both in the same room as the router. A third machine in a different part of the house was taking part in online lecture. Hope that clarifies the situation.

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Alessandro Volta
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Message 7 of 11
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Re: slow speeds and dropping out.

You need to test speeds and connectivity with wired devices

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Message 8 of 11
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Re: slow speeds and dropping out.

I hope to visit the house this afternoon and can check then. How do you connect a smartphone though?.
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Alessandro Volta
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Message 9 of 11
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Re: slow speeds and dropping out.

Well a phone would be wireless unless you buy an adaptor.

But you need to find something to run a wired test with - PC, Laptop..

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Message 10 of 11
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Re: slow speeds and dropping out.

Hi MyottNutter

 

Thanks for posting and welcome to the community. My apologies for the delayed reply and the broadband issues. 

 

I've checked the system today and this does need a technician visit as some of the downstream power levels are out of spec. 

 

I'll PM you now to advise of the date and time booked in

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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