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Download slower than upload since upgrade

Hi,

Just after the lockdown I upgraded my broadband to M350 as I have had to work from home. Since the upgrade my upload speed has been between 31 and 36mbps which is great but my download has been as low as 10mbps. Here are some test results. 

TEST_DATEDOWNLOADUPLOADLATENCY_MS
3/30/2020 10:56 AM92.0736.410
3/30/2020 11:04 AM67.234.714
3/30/2020 11:45 AM72.6732.0215
3/30/2020 12:33 PM31.9833.2112
3/30/2020 2:44 PM29.1834.3313
3/30/2020 3:09 PM64.8932.1416
3/30/2020 3:46 PM15.8333.5317
3/31/2020 8:00 AM80.9836.2213
3/31/2020 8:15 AM91.9836.868
3/31/2020 12:51 PM87.1736.339
3/31/2020 9:22 PM85.6833.5911
4/14/2020 8:14 AM93.2436.079
4/22/2020 10:56 AM89.7933.0410
4/27/2020 7:48 PM19.2732.0523
4/27/2020 7:49 PM9.731.0916
4/27/2020 8:01 PM13.2532.6518

 

This is at best only a third of advertised download speeds. My router is connected directly to the computer with a CAT6a Shielded cable which is run through the walls and was professionally installed. I have rebooted my router. 

Obviously I cant call the call centre but I would like to contact virgin to discuss. Does any one know a contact email address? 

Thanks.

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Alessandro Volta
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Re: Download slower than upload since upgrade

No point testing tonight.

There’s a national outage at the moment.

It’ll likely be on and off for a while. 


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Re: Download slower than upload since upgrade

So there is no email help system I can send a message to Virgin with?

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Forum Team
Forum Team
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Re: Download slower than upload since upgrade

We do not have email for external correspondence - I am sorry. 

How's things looking since your post on Monday; any improvement on the service? 

Katie - Forum Team


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Re: Download slower than upload since upgrade

Thank you for getting back to me. I've just done a test and the current download is 88.56mbps and the upload is 36.98mbps. 

I guess I will have to wait until the call centres reopen to log a service request. 

Thanks. 

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Forum Team
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Re: Download slower than upload since upgrade

You can pop us a text on +44753 305 1809 where we can assist further 🙂 

Emma_C - Forum Team
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