Less less than 25% of what I signed up to

[Slugsy1969]

Connected 7 days ago signed up for speeds of 132mbps. Multiple speed tests done & averaging 27mbps. Even stood next to router only getting 40mbps. What's App today to reps & he claimed there was minor issue on the line. Said he'd turned up GHz to 5 & for us to unplug router an hr later, wait 5 mins then plug it in again. Speeds no better & to only be getting 20% of advertised speeds is a joke. No wonder the rocket flopped. Virgin Twitter feed suggest I come here for a solution. So in 5, 4, 3, 2, 1.....off you go. 

[carl_pearce]

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@Slugsy1969 wrote:

Connected 7 days ago signed up for speeds of 132mbps. Multiple speed tests done & averaging 27mbps. Even stood next to router only getting 40mbps. What's App today to reps & he claimed there was minor issue on the line. Said he'd turned up GHz to 5 & for us to unplug router an hr later, wait 5 mins then plug it in again. Speeds no better & to only be getting 20% of advertised speeds is a joke. No wonder the rocket flopped. Virgin Twitter feed suggest I come here for a solution. So in 5, 4, 3, 2, 1.....off you go. 

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What does this site show?

https://samknows.com/realspeed/

[jem101]

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@Slugsy1969 wrote:

Snip..

Said he'd turned up GHz to 5 & for us to unplug router an hr later, wait 5 mins then plug it in again

….snip 

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Lies, no not you, but what you were told, because it’s actually complete rubbish, VM’s customer services staff routinely do that sort of thing. On the other hand, you have seven days left to decide if you want to stay as a VM customer or take the opportunity to cancel without any penalty.

[jpeg1]

What the representative should have told you is that the speed you signed up to was the broadband signal to your Hub. You should get that speed with an ethernet (wired) connection.  They don't guarantee the same speed over WiFi as there are many local influences on the speed. 

[Slugsy1969]

I completely get that, but to have a WiFi speed of 13mbps when sat in a bedroom less than 10metres away is abysmal. That's if it doesn't keep dropping out. Wouldn't mind but we live in a bungalow, not as if it has any stairs to climb! 

[Slugsy1969]

Speed to router fine. WiFi speed shockingly bad from the room next to the router.

[jbrennand]

What wifi band are you connecting on? If its the 2.4 GHz one - then that will always be way slower than the 5GHz one.

For example, my Macbook Air and iPhone7 both get ~250mbps on my 250 package wifi connection (and ~260 on ethernet of course). However, on wifi, they only get that when I put them onto the 5GHz network. Sat in the same spot if I then flick them over to the 2.4GHz network, they max out at 50-60mbps (others on here get even lower [<50] on their set ups) - it's just the limitations of the technology!

What you can do is to separate the two bands by renaming the 2 SSID's so they are unique and appear separate on your list of available networks - so you can select and test on each one

Also if the wall between the Hub and bedroom has aluminium foil backed insulation or is made from iron rich Victorian red bricks etc., ..that will massively attenuate any wifi speeds

[Andrew-G]

If the VM wifi isn't any good, then you can (a) cancel under cooling off rights before 14 days, or (b) accept that you'll need to spend money on a better router or mesh wifi system - and for discussion purposes we're talking £60 for a router, £100 for a mesh system.  

[Slugsy1969]

I'd love to cancel but their customer service fool is making it impossible. He says to pass security checks I need to fill in a secure form 1 saying what date our direct debit is taken & the other for how much. I've explained till I'm blue in the face that as a new customer of 7 days, we haven't had a bill yet nor had a direct debit taken so how would I know what date it comes out. No emails I have from Virgin give this information. The most unhelpful customer service idiots I've ever had the displeasure of dealing with.

[Slugsy1969]

Well the rep yesterday said he'd turn it to 5ghz yet when I checked this morning it was still on 2.4. They are the most unhelpful people ever. All they do is put barriers in the way of dealing with an issue. 7 days a Virgin Media customer is 7 days too long.