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1 Gig upgrade - speed issue

Tuning in

Hi guys.

As I got such great support previously I thought I'd come back and chase up another issue I have.

So after my last issue I managed to get my package on a new contract.

1gig volt with TV and phone, so here goes.

Since install of the new router virgin sent me to support a 1000mb/s connection I have a lowerdown rate than on my previous contract.

Currently recieve between 10-90Mbps.

I have contacted customer services, they say there is no issues their end and that it must be an issue at my side.

An engineer has been and checked everything, she says it's all fine and has reported no issues to virgin, although while the engineer was here my down rate was still max 240Mbps, bear in mind that's the highest it has been since Install but is no where near that now. (Checked 3 minutes ago to show I am only getting 21Mbps).

Wifi devices myside are wifi6 so there shouldn't be an issue with WiFi.

Ethernet connections are all 2.5gbps so no suitability issues with hard connections.

Data just isn't recieved at the rate it should be.

Customer serives has placed a monitor on the connection to monitor any drops in speed on the line and it can take upto 30 days for a resolution, I am 2 days from my cooling period.

Everything has been checked and checked again my end I cannot possibly see an issue with my hardware, virgin says its not them,so where is the middle ground?

I'm at a bit of a loss, leave now? before my cooling off period ends or wait past it for the monitor to show issues but still have the can kicked down the road to get a resolution and be stuck in contract.

Losing my faith.

Any suggestions given that I could use on customer services to get a resolution in this sooner than later would be apretiated.




[MOD EDIT: Subject title changed for clarity]


Very Insightful Person
Very Insightful Person

A VM Person should respond here soon.  Only you can decide whether to cancel or not but can you do this first to see if it may just be a wifi only issue


If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, You cannot rely on wifi tests, - only speeds "TO" the Hub and out on ethernet are usually guaranteed.

So, can you first test speeds directly like this.... as you expect >100Mbps then.... Connect a 1GB enabled computer/laptop (check network card is set to 1GB) , with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode” ( ).

Or go into the Hub settings and turn off/disable the wifi and also disconnect all ethernet cables from the Hub, except your one device. This ensures that NO other devices are connected

Test speeds at - or - try on 2 different browsers - as Chrome sometimes gives odd results.

If they are still low – boot your device into safe+networking mode - to disable any potentially interfering software - and try again.
There are many posts on here (I have a list of ~30!) where QoS software, anti-virus, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.
Report back what that gets. For examples of why... see message 7 in the first thread and 9 in in the second and 3 in the third


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Forum Team
Forum Team

Hi @payne2k

Thank you for your post and I am sorry to hear you have been having issues with your speed. I have run some checks and can see your speeds are at 1GB, I can also see your 5Ghz, is at capacity and this can affect WiFi connection to some devices.

 Can you please give us more info on what is happening? Is this on all devices? We do advise that we do not guarantee WiFi speeds unless you have WiFi Max, which we guarantee 30Mbps. I can see you have had a few dropouts over the past week, and that you have recently rebooted. Has this helped with your connections? 


Hi thanks jbrennand, alot of what you suggested I have taken into account and checked and adapted for the connection I am supposed to be receiving. Bit other points I shall look into further thank you.

Hi Zoe, thanks for the reply.

I'll have to look I to my 5g network further as only 2 devices in my home connect to 5gwifi and any checks you my have done since I posted this one of the devices has not been connect as i ws not at home,so I'll investigate further, thanks for highlighting this. The speeds and inconsistencies cross ll devices, wired or wireless. After contacting vigin over the phone earlier the speed rose to around 600Mbps but after around 30 minutes speeds of 20-90Mbps we recorded on (across both types of connection).

Through WiFi I don't expect a speed close to my output on wired connection due to the technological limitations of devices, but on wired 1gb+ with high-speed ethernet I'd expect to record speeds online with my package.

Reboots and resets did nothing to Improve or change results from testing the average was the same or below 100mbps.





Up to speed

If you have 2 days left in your cooling off period, cancel. It's the best service you're ever going to get. 

Up to speed

what does this show you?

Connection: Virgin FTTP Gig2 (XGSPON)

Hi @payne2k,

Thanks for expanding. I've just checked over the services again for you and I'm unable to detect any faults that would explain this.

I've noticed you've mentioned moments where it's fine and moments where it's not. Have you noticed any particular pattern as to when the issues occur? For example, is it only happening at specific times each day? Is it only happening when a certain device is in use? etc.

Along with this, if you're able to set up and share with us a live BQM, we'd be able to look at your connection quality in real-time which can also help to highlight if there's a particular pattern to the problem.


Zach - Forum Team
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1113Mbps to Hub 5

Wired - 342mbps (2.5gb ethernet cat6)

Wireless - 224mbps ( S23u wifi6 )

Helpfully tool, ty.


Hi thanks for the reply.

So after reading some replies to this thread I ran a period of testing

1000004934.jpgThis may explain better, this is fairly consistent throughout the day like this except periods where it does peak about 700mbps max.

Monitoring here

The disconnect in the graph was due to me needing to move the coax cable due to works being done.