Menu
Reply
sarahwilkie
  • 13
  • 1
  • 0
On our wavelength
521 Views
Message 1 of 15
Flag for a moderator

POOR BROADBAND SPEED & WIFI

Hi I've been with virgin for 1 week now & I must say the broadband is crap the router is in the living room but I can't get a signal in my bedroom, the TV keeps timing out because it buffers,freezes for a long time,my Netflix & amazon prime also do the same,my phone & tablet keep disconnecting from WiFi,I am on the M200 package which should be more than enough but when I do a speed test on the virgin app I average 50 mbps can anyone help

0 Kudos
Reply
Corey_C
  • 3.46K
  • 187
  • 273
Forum Team
Forum Team
446 Views
Message 2 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

Thanks for your post and welcome to the Community Forums, sarahwilkie,

 

Sorry to hear that you have been having connection issues. How has things been since your post? Is it only WiFi or are you having the same speed issues on wired connections?

I have run a remote diagnostic and have not been able to identify any issues with your connection.

We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband

For WiFi you can take a look here: https://www.virginmedia.com/help/virgin-media-no-wifi-connection-hub3

Let us know if you need any further help.

 

Cheers,

Corey C

0 Kudos
Reply
Adduxi
  • 2.92K
  • 221
  • 624
Trouble shooter
445 Views
Message 3 of 15
Flag for a moderator
Helpful Answer

Re: POOR BROADBAND SPEED & WIFI

You need to test a wired connection direct to the Hub.  Wifi speeds are not guaranteed as wifi is too easily impacted by interference.  You would be better trying to use wired connections wherever possible.

0 Kudos
Reply
Corey_C
  • 3.46K
  • 187
  • 273
Forum Team
Forum Team
338 Views
Message 4 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

Let us know how it goes, sarahwilkie.

0 Kudos
Reply
sarahwilkie
  • 13
  • 1
  • 0
On our wavelength
299 Views
Message 5 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

HI,I HAVE DONE A NUMBER OF WIRED SPEED TESTS ON THE COMPUTER AND ITS BETWEEN 21MBPS AND 80MBPS DOWNLOAD SPEED 

I HAVE ALSO DONE WIRELESS TESTS AND IT AVERAGES BETWEEN 21MBPS AND 38MBPS DOWNLOAD SPEED 

0 Kudos
Reply
Zak_M
  • 3.53K
  • 223
  • 353
Forum Team
Forum Team
295 Views
Message 6 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

Thank you for coming back to us @sarahwilkie 

 

Could you please preform a pinhole re-set and run another wired speed test for us. 

 

Kind regards,

Zak_M

0 Kudos
Reply
sarahwilkie
  • 13
  • 1
  • 0
On our wavelength
180 Views
Message 7 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

I have done the pin hole reset and done wired speed test many times over the last view days and it's averaging about 86mbps 

0 Kudos
Reply
Robert_P
  • 2.57K
  • 129
  • 217
Forum Team
Forum Team
177 Views
Message 8 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

Thanks for carrying the requested steps out sarahwilkie.

 

I've had a look at your account and everything appears to be within the ranges and spec we'd expect to see. I've arranged for a technician to attend and you may find the details via your online account and change it if necessary. Please let me know if there are any individuals shielding in the property or if this isn't a convenient time for you.

 

Thanks

 

Rob

0 Kudos
Reply
sarahwilkie
  • 13
  • 1
  • 0
On our wavelength
155 Views
Message 9 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

I have checked my account but I cant see any details or information about the technician appointment

0 Kudos
Reply
Robert_P
  • 2.57K
  • 129
  • 217
Forum Team
Forum Team
95 Views
Message 10 of 15
Flag for a moderator

Re: POOR BROADBAND SPEED & WIFI

The appointment was arranged for yesterday and is showing as completed, did the appointment not take place?

 

Rob

0 Kudos
Reply