on 23-07-2022 15:34
Hi I'm new on here, hope someone can help, I had a 200mbps broadband package for nearly 3 years and the speeds were brilliant, over a week ago I upgraded to 350mbps package, the speeds are so slow and sometimes I loose connection, two engineers came out and could not find anything wrong, my Ethernet download speed was 172mbps on SamKnows the in coming from Virgin was 385mbps. Then 185mbps on Speednet by Ookla, my Wi-Fi is around 134mbps. This photo below shows the speed when I was on the 200mbps package Wi-Fi results.
This picture below shows the speeds on the 350mbps
My set up is just the same as it was before the upgrade nothing changed, the engineers said I cannot expect fast speeds, I told them that I got fast speeds when I was on the 200mbps as in the first photo, how come it's slower now, I don't know was the reply.
on 23-07-2022 16:12
on 23-07-2022 16:38
on 23-07-2022 17:48
on 25-07-2022 19:00
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I'm sorry to hear you're getting slower speeds since upgrading.
Checking our systems, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you either.
Can you please do the speed test as per the instructions from jbrennand and let us know how it goes.
New around here? Check out the do's and don'ts, in our Community FAQs
on 26-07-2022 09:59
The engineers tested with their meter, on Saturday the speed went up to over 300mbps but soon went back down see attached results.
on 26-07-2022 12:49
28-07-2022 08:55 - edited 28-07-2022 09:19
Work completed still extremely slow speed, going to contact Virgin and end my new contract. The thing is that know that I am in a wheelchair and that I rely on my broadband and Wi-Fi for everything shopping, contact, ordering meds, contacting my medical support team, bills etc, etc,. I'm fed up watching streaming and the message connection problem when the streaming device is connected to the ethernet, and yes I have tried different cables.
on 31-07-2022 10:50
Thank you for reaching back out, sorry to hear you are still not getting your expected speeds, I was able to locate you on our system with the detail's we have for you and cannot see any issues other than possible WIFI issues, you said the device you are stream from is connected Via an ethernet cable , what device is it, are you using a Cat 6 or above ethernet cable, what speed to you get to the Router when you do a speed test Via Sam Know Real Speed?
31-07-2022 10:58 - edited 31-07-2022 11:01
My pc is connected to Ethernet cat6 cable, Samknows reads virgin 384mbps my download 172mbps Ethernet to pc.