Hi, got a upgrade to 1 gig broadband today so new hub arriving Friday. Remembered a while ago a technician from Virgin asking whether he could access my external box whilst installing at my neighbours. No problem to me but he then returned asking to run aside from my box to next door and that it would be temporary because he’d be back to remedy. Needless to say he has never been back. My query is whether this will impact my new 1 gig service with my connection piggy backed by the neighbour ? Can I, should I or indeed do I need to insist on the tech coming out to complete the work promised ?
Hi @kjnealon thanks for reaching out and welcome to our community.
It is always preferable that our customers have their own connection and I am sure our team are looking to resolve this. I thank @Adduxi for advising you. The advice is correct. If you do need further help please do give us a shout on here.
Thanks for coming back to us on this and we're glad to see that the Hub is receiving the correct speeds. This at least rules out the issue being with the speeds being delivered.
For now, we need to ensure the equipment is up to scratch so check the ethernet cable to ensure this is capable to 1GB speeds. Double check the network card on the PC/Laptop you are using too. Run any updates and make sure it's set to 1GB.
Pop the device in safe mode with networking as suggested by carl_pearce and re-run the speed test. Pop the results back here.
Once we can check the wired performance, we can then provide some selfcare links to help with optimising the WiFi performance.