Gig1 with Hub 4 - Poor broadband speeds for wired

[Customer1984]

Hi, 

Can anyone help?

I have a Gig1 package with a Hub 4. I can get with a wifi connection 100Mbps download (on my laptop) and 250 Mbps download (on my iphone). On the other hand with a wired ethernet connection directly to the router my laptop shows a speed of only 150 Mbps download and 100Mbps upload speeds.

My question, is my equipment the problem or is the router or service the problem? I am paying for much higher speeds and never get anything close via my wired connections. 

Thanks  

[legacy1]

boot PC in safe mode with networking and do a speed test

[Adduxi]

What speed does the www.samknows.com/realspeed show ?  Run the full test and post the results here please.

[Zach_R]

Hi @Customer1984,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're facing some speed issues recently. I've checked over things on our systems and I'm unable to detect any faults currently that would explain this. Is this issue ongoing for you today?

Thanks,
 

[Customer1984]

[Customer1984]

Hi, 

Test done on 21/4/2023 between 7am and 7.30 am. Connected directly to router with ethernet cable (Cat 5e).

Normal mode with wifi dl 97.4 Mbps and ul 74.1 Mbps

Normal mode with ethernet dl 150.7 Mbps and dl 42.7 Mbps

Safe mode (on a mac) with a cable dl 84.2 Mbps and 95.7 Mbps

A stupid question. Is Mbps the same as Megabits per second and when virgin states that the package is for 1Gig is it for 1,000 Mbps?

[Customer1984]

this particular test was done with the google speed test.

[Client62]

Yes Mbps & Mb/s are both Megabits.

Gig 1 is a downstream service of about 1140 Mb/s at the Hub, in your case Realspeed shows the service is below half of that.

Realspeed also shows that you appear to be one of the lucky ones that has a 100Mb/s profile loaded for the Upstream !

[Ashleigh_C]

Hi there @Customer1984 

I think that it might be best for us to arrange for an engineer to come and take a look, I will pop you a PM now so we can arrange this. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thanks again

[Ashleigh_C]

Hello again @Customer1984 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment