Virgin Media Community

[nikarsena]

Basically my parents have virgin media wifi and pay for upto 300 mbps. We never get this speed most the time cant even load a web page as the wifi is so sporadic. We have screen shots of the wifi at like 10 to 20 mbps, however when ringing virgin media they just say that the speed they offer only counts from a wired connection. We have asked for a new router or for it to be upgraded but they wont, they basically say that we are lying and that we are getting the speeds we should. My question is that is internet speed really only wired that they count, and if there is anything that can be done here. Thanks in advance.

[Andrew-G]

Unfortunately the speed guarantee only applies to a wired connection, because wifi can be so variable for reasons beyond the ISP's control (largely around property type and construction).  VM and wifi are not words that sit together well - the hubs offer mediocre wifi, and when problems arise the company goes out of its way to be unhelpful.

There are certainly lots of things can be done to resolve this, but it may be slow and tricky at arms length if we're advising you and you've not got daily access to their network, it may involve spending some money (that you or they may resent or refuse to do) and this is further complicated by the fact that VM's customer service is exceptionally poor so I'd want to check out the connection quality before making any recommendations that might involve spending money.  And presumably you're the one who'll need to "do stuff" to get things fixed.  How do you feel about all that?

If you can describe the property, and hub location that's a start.  

[Robert_P]

Hello nikarsena,

Sorry to hear of the broadbadn speed issues experienced over your parents wireless connection, we understand the frustration this can cause and appreciate you raising this via the forums. Welcome to the community.

We would always recommend using a wired connection wherever possible for the fastest most stable connection. We appreciate this isn't always possible and depends on the device, distance from the Hub etc 

We have these tips available to help with broadband issues:

• Service status page - virg.in/service
• Wi-Fi hints and tips - https://virg.in/wifisos
• Wi-Fi troubleshooting - https://virg.in/wifinotworking
• Slow speeds - https://virg.in/SpeedUp
• Speed test - virg.in/speedtest

When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

We do have the Connect App https://virg.in/connectapp that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.

You can also give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1 then option 2 this will get you through to the Broadband technical team who will be able to look into this further for you.

Rob