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Why does it say Gigabit available but I can only get M350 speeds

warring_god
Joining in

I've been paying for a gigabit connection for the last 18 months, when renewing my deal, I can see that it says my top speeds is M350

 

warring_god_2-1709123806781.png

When doing online speedtests, i can see i'm well above 350Mbps, I know its AVERAGE 350, but this is currently well above

warring_god_3-1709123874973.png

So, either 
1) I've been paying for gigabit, getting gigabit, and virgin want me to downgrade on my new deal (I'm due in 1month)
2) I've been paying for gigabit and not getting gigabit.

I can't make sense of this. FYI my line is very unstable which is especially notice in my upload speed, it varies wildly from 5 to 80 which affects when i live stream, for this reason i am on the verge of switching..

 

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi warring_god 

Your second screenshot hasn't been approved by the forum system as it contains your IP address, you should redact the IP address and repost that picture.

As a forum VIP user I can though actually see that the image shows an upload speed of 55.84 and a download speed of 797.77 which are in line of what one would expect with a gigabit broadband connection.

If you perform a speedtest using https://samknows.com/realspeed/  it should confirm the tier  you are on and the actual speed to the device you are testing.

 The expected speed showing in your first picture appears to be the speed that a new customer joining VM can expect.  This may be because VM have no more room to provide the higher speed tiers in your area at the moment, and are therefore only allowing new customers to currently sign up a lower speed which will help prevent current customers having a restricted connection.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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See where this Helpful Answer was posted

4 REPLIES 4

newapollo
Very Insightful Person
Very Insightful Person

Hi warring_god 

Your second screenshot hasn't been approved by the forum system as it contains your IP address, you should redact the IP address and repost that picture.

As a forum VIP user I can though actually see that the image shows an upload speed of 55.84 and a download speed of 797.77 which are in line of what one would expect with a gigabit broadband connection.

If you perform a speedtest using https://samknows.com/realspeed/  it should confirm the tier  you are on and the actual speed to the device you are testing.

 The expected speed showing in your first picture appears to be the speed that a new customer joining VM can expect.  This may be because VM have no more room to provide the higher speed tiers in your area at the moment, and are therefore only allowing new customers to currently sign up a lower speed which will help prevent current customers having a restricted connection.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Hi there! Thanks for the quick reply!

The website you linked shows 906Mbps coming from hub, so I assume that means I am gigabit then.
If I am renewing, I assume I can request to stay on my existing line then.
Thanks!

newapollo
Very Insightful Person
Very Insightful Person

Hi again @warring_god 

There shouldn't be any problems renewing at the current speed as it won't be a new customer connection.

If you are on a bundle package such as the Ultimate Volt or Ultimate Oomph then beware when re-negotiating a new deal as the new all inclusive package (Mega Volt)  doesn't include TNT Sports as part of the package.

If you are on a solus gigabit broadband, or broadband and landline, or broadband and volt sim, then it should be plain sailing. 

Firstly price up some deals with other providers and then  you should speak to retentions (thinking of leaving) and see what price you can negotiate. They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. 

The quickest contact method is by calling either 150 from a VM phone, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

You can also text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112 but phone calls take priority and these methods can take 4 to 6 hours. 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Thanks for the advice! I will get in touch with retentions thank you 🙂