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Slow download speeds

Jon_M84
Tuning in

Getting slow download speeds on a 500mb line, getting about 2mb (if im lucky!). Can someone please reach out to support?

7 REPLIES 7

Adduxi
Very Insightful Person
Very Insightful Person

What does a wired speed test on this site show?    www.samknows.com/realspeed

 

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jbrennand
Very Insightful Person
Very Insightful Person

You can get support as per below

_____________________________

There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.


Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.


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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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Robert_P
Forum Team
Forum Team

Hello Jon_M84

 

Sorry to hear of the speed issues experienced, we appreciate you taking the time to raise these via the forums.

 

From checking the connection we can see the speeds are averaging 545mbps download and 52mbps upload. There haven't been any disconnection since Saturday 15 June at 5.40pm and previous to that Friday 14 June in the early hours at 2.30am.

 

Has this improved since your post? Are the speeds tested over a wired or wireless connection? We ask as the speeds above are to the Hub and may differ to device. We have help here for slower speeds and here on how to get the most accurate speed test results.

Hi @robert_P, Im no a wireless connection. When I run a speed test sometimes I get ~500mbps, other times I get less than 2mbps. Having run a broadband monitor it looks like a lot of latency on the line

Broadband Monitor 

Thanks for getting back to us @Jon_M84 

I've checked your BQM and the graph looks fine as of today. 

I've also checked the systems at our side and cannot see any issues with the router or within the area that might be affecting your service. 

If this is just affecting your WiFi connected devices, you might find that speeds will change depending on a number of different factors. Do you find the slower speeds are in certain parts of the home or one just one device?

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi

I find speeds slower primarily in the evenings, I just ran a speed test and was getting about 16mb however earlier in the day I get closer to the full 500mb. seems to mainly be the evenings when im struggling on speed but I don't have any additional devices active in the evening which I don't have in the daytime

@Jon_M84 If it's just issues over a wireless connection, we have some info here on how to improve your WiFi speed.

Ayisha_B
Forum Team

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