Issues with TV channels missing and slow downloads - on gig1!

[matthewmcmillan]

Hi - having issues with children's TV channels missing from the TV & slow download speeds when downloading things onto a computer, despite having it connected directly to the router via cat 6 ethernet cable. We are also on gig1 speed and only averaging 45mb/s. 

The secondary issue is the main TV box in the downstairs living room - it constantly disconnects from the internet requiring me to keep troubleshooting and disconnecting / connecting again before it reconnects and works again. 

Just feel very frustrated - we are paying a lot for this service, but don't feel as if we've ever gotten the promised service! 

Any help would be appreciated.

[jbrennand]

What TV boxes are they?

[John_GS]

Hi matthewmcmillan

Thanks for posting - sorry to hear of both issues with the TV channels missing and the lower then expected speeds. Checking the system, the TV channels aren't part of your bundle so I'd advise you to speak to the team to see about adding them - 150 / 0345 454 1111.

Relating the speeds, how are you testing, wired/wireless and what devices? 

How is the Mini box connected to the internet please, wired/wireless?

Best,

[matthewmcmillan]

Hi John

I have copies of the contract I signed with VM, as well as the messages between me & other agents on here agreeing for it to be put back after it was cut off by VM. I have the screenshots if you want me to send them to you? Just send me a direct message and I'll do it asap. 

Regarding the internet: this is being tested on a pc, via ethernet cat 6 cable plugged directly into the router. The WiFi speeds are abysmally slow via WiFi entirely upstairs - something which has always been an issue with VM & hence the need for the ethernet cable upstairs. 

• The downstairs TV is connected via WiFi, but is only 5 feet away. No other appliances have this issue. 

Thanks. Please get back to me once you're able, either here or direct message. 

[Adri_G]

Hi matthewmcmillan, thank you for the reply and for clarifying this for us.

I am happy to help with both the issues you're having on the WiFi connection and speeds, as well as the contract and missing channels.
To enable me to assist with these, I will need to send you a PM here, please check the top-right corner of our forum and you should see a purple envelope. 
Click this and you'll see my message.