on 14-07-2022 06:50
When I had 100MB/s package for years I got 70-90MB/s, according to various speed tests (download rates taken at same time each morning with minimal traffic - ookla, google etc), which is fine. For the past few months, I have been upgraded to 200MB/s package, but I am still only getting 70-90MB/s On speed tests. I have tried rebooting the box, but it seems to be stuck at these speeds.
I have tried using the website to diagnose these issues, but despite living at the same address for 7 years, it seems to think that my address doesn't match my account, which is a load of rubbish,. Then it throws a Bad Error Request. So my faith in Virgin's ability to self-diagnose is hopeless.
Since I am about to leave the house on a business trip, I cannot sit in a phone queue for 45 minutes waiting for someone with no technical knowledge, reading a script to tell me to reboot my router and decide to replace it or send an engineer out.
I rarely have a problem with good Virgin Media service, but its ability to help existing customers has legendary levels of hopelessness.
I was hoping to leave a support ticket of some kind, but nope. There doesn't seem to be any easily accessed support ticketing portal. I just have to use my mobile phone (no landline) to call up a number and lose the will to live.
Could someone advise me on what my options are, please? Is there any support portal I can leave a message for someone to take a look at, so I can avoid making that phone call? Ta.
Answered! Go to Answer
on 15-07-2022 15:24
Your machine might have a 100Mbps Ethernet port or its network card is not configured for 1Gbps. Here is my PC's local area connection status.
on 14-07-2022 07:14
on 15-07-2022 14:18
90Mb is a common limit when your Ethernet cable (or device) only supports 100Mb. Can you confirm the cable is at least Cat 5E and the connected device supports gigabit Ethernet.
on 15-07-2022 15:24
on 17-07-2022 13:03
Hey there @mhumphries42, thanks for reaching out to us.
I'm sorry to hear about the slow speeds occurring.
I have checked the system and cannot see anything affecting the services.
Can you run a wired speed check to your device whilst disconnecting all other devices (Wired / Wi-Fi) and let us know how that goes.
Kind regards.
on 20-07-2022 09:19
Hey there @mhumphries42, thanks for reaching out to us.
I'm sorry to hear about the speed issue you've been having recently.
I am not able to find anything on the systems which is causing an issue with the connection but we will investigate this further.
I will send a private message - watch out for the purple envelope 🙂
Kind regards.
on 21-07-2022 15:18
Hi Roger
Sorry for the late reply, I have been away for a bit.
I was using an old USB 2.0 To Ethernet adapter that only supported 100mb/s. Silly me. I should have known better. Your reply made me look at the speed settings and never saw the 1GB/s setting. Then I slapped myself in realisation
I got a new USB 3.0 adapter and now get 216mb/s yay.
Boo to the phaseout of Ethernet ports on laptops.
Thanks for your help.
on 21-07-2022 16:00
Hey there @mhumphries42, thank you for the reply.
I'm happy to hear the issue has been resolved.
As always - reach out to us if you ever need anything 🙂
Take care.
Kind regards.