Internet speed not as stated

[richard-john56]

I average about 850 meg and I am not getting 1 gig or above at all what is the process call Virgin? I no longer use the TV or Phone service so what is the contact number.

Thanks

[carl_pearce]

What does this site show?

https://samknows.com/realspeed/

[Daniel_Et]

Hi @richard-john56 👋 Thank you for your post 😀

As explained on our website here, under "Our estimated broadband speeds", the minimum guaranteed download speed for the Gig1 package is 565 Mbps.

Are you testing your speed on a wireless or wired connection? We'd suggest running tests either on the link provided by @carl_pearce or through Speedtest by Ookla here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[richard-john56]

Hi Carl I have run a full test and here my stats using samknows on Hub 4 .

First test Router 1145 - Device 405

Full test:

Router - Upload 105 - Latency 13.3 - Jitter 1.26 - Packet loss 0.0

Device - Upload 96.9 - Latency 21.7 - Jitter 5.70 - Packet loss N/A

Thanks for your help it is greatly appreciated.

Richard

[richard-john56]

Thanks for getting back to me Daniel were I live there are not many on Virgin Broadband and I am about 150 yards away from the main box.

I do get and average of 850 Mbs and below I test with these and there is a difference between them.

https://speed.measurementlab.net/#/

https://www.thinkbroadband.com/speedtest

https://www.speedtest.net/

Cheers Richard

[Tudor]

When using WiFi it’s highly unlikely you will get anywhere near the line speed. What you are getting is very good and speeds quoted are line speeds not the speed at a device. You will only get near line speed with an Ethernet cabled device. 

[carl_pearce]

So there is nothing wrong with the connection then.

What devices are you using, assuming wireless?

Having the HUB 4 means you'll be limited to Wi-Fi 5, so for wireless speeds what you are seeing is acceptable.

Maximum speed to one wired device is 940Mbps due to the 1Gbps Ethernet ports.

[Natalie_L]

Thank you for your reply richard-john56. 

With the speeds listed, we cannot detect a problem but appreciate these speeds may vary depending on the device.

We have these tips available to help with broadband issues:

•General broadband help 

•Service status page 

•Wi-Fi hints and tips 

•Wi-Fi troubleshooting 

•Slow speeds  

•Speed test

When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

We do have the Connect App https://virg.in/connectapp that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.

Thank you,

[richard-john56]

I am wired to a PC on Ethernet.

[richard-john56]

Hi Natalie I use a PC which is wired Ethernet enabled.