cancel
Showing results for 
Search instead for 
Did you mean: 

Virgin media wifi issues with not meeting advertised speed and companies refusal to do anthing about it.

himelkari
Joining in

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.

1 REPLY 1

Andrew-G
Alessandro Volta

There's plenty can be done, but phoning VM is a waste of time - they're apparently proud to have the world's worst telephone support.

In answer the overall question, the minimum speed guarantee applies only to a device connected via an ethernet cable, because there's a range of variables outside VM's control regarding wireless performance.  To get things sorted, we can talk you through various checks, but if the contract is not in a fixed term (discount) deal, then bear in mind that changing ISP may be an option.  VM's higher speeds count for nothing if they're not available consistently and reliably.

First of all, I'd like you to do the following, ideally after the hub has been running for 24 or 48 hours since the last restart.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

From that we can check for any obvious problems with power, noise or error counts on the broadband connection - although that's not necessarily the root of the problem, it's a straightforward check.  If that's all good, then we can assume the problem is in fact a wireless issue, and start asking questions on where the hub is, type of property and construction of internal walls, whether you'd spend money to improve the wifi and so on.