I am on a 350 MB package and am not getting even half the speed that I am paying for.I have complained about the speed since March 2018 when I joined VM. Initially Customer Services made me reboot the router every time I called or stated that there were other factors in my house which were the cause of the low ethernet and WIFI speeds.I have been collecting screenshots of speedtests but do not know how to send them on
In the past VM has also sent me WIFI boosters but if the speed via the Ethernet cable is as low then what hope do I even have to get a decent wifi speed. Can someone please suggest a few actions as I am unable to even get customer services via phone and the complaint letter to VM has not had any response
your images have been rejected as they contain your IP address, which is against the forum rules to protect your privacy. You can use the share options on the speed test site to produce images that do not contain your IP address.
Some hub stats might help identify the cause of your slow speeds.
If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy. If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.
The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
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Thank you for all the tips and the information. I have had to attend to a critical situation and will check what you have suggested . I will also use the 'share' option on speed test site so I do not provide private details . Appreciate your guidance
---- As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a known good and working Cat5e (or better) ethernet cable, directly to the Hub which you have put into “modem mode”.
Test at speedtest.net (not the App!) to your nearest VM server - try on 2 different browsers.
If they are still low – boot your device into safe+networking mode and try again.
There are many posts on here where unknown software, corrupted browsers or other connected devices are limiting speeds on tests.
Report back what that gets.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
just a little background to this for your info... you may have figured out that I have not been happy with the speed specifically being on s 350 MB plan... i had complained earlier and VM sent me wifi boosters and also gave a credit of £250 to clam me down with an agreement that the setup will be checked. Nobody has responded and I also wrote a letter in June to which there is no reply. IVM might think i will be fine with some refund but its the principle. If its an infrastructural issue or something that doesn't get me the Speed I am paying for then VM should advise. I dont see any justification in paying what I am for phone tv and broadband every month.