Speed dropped tp 75mbps from over 300 mbps

[dcweather]

I am on a a package with up to 1 gbps. I have previously been able to get over 350 mbps. It has dropped to 75 mbps. I have changed nothing. Connection from modem to PC Desktop via ethernet unchanged. It has been like this for weeks. When I phone VM they run checks and say everything is fine and at their end it says I am receiving 600 mbps. The only change is VM have installed VOIP phone.

What can I do to get it back to where it was. Otherwise I may as well downgrade my package.

[jbrennand]

First thing is to try a new ethernet cable - get Cat6a/7 for better shielding. Old ones do fail and drop speeds to <100Mbps - I have had a couple do that in the last year or two.

[Ayisha_B]

Hi @dcweather,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with your broadband speed.

I have taken a look at our systems and your downstream signal levels are not at the optimal levels. I will therefore need to book a technician to come out and adjust these.

Will pop you a PM now to confirm some more details and get this arranged 🙂

Speak soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @dcweather
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[dcweather]

Thank you for your assistance Ayisha. The technician came round on time and adjusted the modem channels which were incorrect. This boosted the speed. I also identified that there was an intermittent fault in my PC ethernet card which was causing variable speeds. I have now replaced that and am now getting acceptable speeds, sometimes over 300 mbs.

[Kath_F]

Hi dcweather, 

Thanks for coming back to Ayisha via private message to let us know things have improved. 

If you have any further issues, don't hesitate to pop back to us in the Community. 

Take care,