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Fedupcustomer5
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How long does it take to get problems resolved hers

Messaged about our terrible speeds when we are paying for 500mb don't know how poor the service is here what should I expect

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MikeRobbo
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Alessandro Volta
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Message 2 of 10
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Re: How long does it take to get problems resolved hers

How are you connecting your device[s], Wi-Fi or ethernet cable ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Re: How long does it take to get problems resolved hers

Wired... 484 - 544 Mbps expected and 258 Mbps minimum.

Wireless. No expectation or minimum
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Fedupcustomer5
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Re: How long does it take to get problems resolved hers

Both and both are the same

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Anonymous
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Re: How long does it take to get problems resolved hers

so what speeds are you getting wired and how are you testing it
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MikeRobbo
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Alessandro Volta
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Re: How long does it take to get problems resolved hers


@Fedupcustomer5 wrote:

Both and both are the same


And what speed is that ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Fedupcustomer5
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Message 7 of 10
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Re: How long does it take to get problems resolved hers

40mb at best on both testing using  speed test app

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Anonymous
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Message 8 of 10
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Re: How long does it take to get problems resolved hers

speedtest app?

Do you mean the website on a PC/laptop also make sure the laptop has a gigabit card not a 10/100
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Fedupcustomer5
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Re: How long does it take to get problems resolved hers

No the app virgin recommends and the guys who fitted our ethernet cables recommended.  It's the same on all devices using all routes WiFi and ethernet

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jbrennand
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Message 10 of 10
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Re: How long does it take to get problems resolved hers

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, you cannot rely on wifi tests, - no BB supplier guarantees those - only speeds "TO" the Hub are guaranteed.

So, can you test speeds directly like this. 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” (see VM website for “How To”). Test at speedtest.net (not the App!) to your nearest VM server - try on 2 different browsers.

If they are still low – boot the device into safe+networking mode and try again.

There are many posts on here where poor/old equipment, unknown/flaky software, old network card drivers, corrupted browsers or other connected devices are limiting speeds on tests.

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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