Buffering

[JRyan1]

When watching YouTube, cannot watch a single video normally because of buffering, sometimes freezes for a few seconds or slows down. Do I need a new box?

[Client62]

Even a speed of 10Mb/s is plenty for Youtube, a decent connection may point
to an issue with your laptop / mobile / TV.

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

The speed at the Hub should reflect your subscription.
The speed any WiFi device draws data at is limited by its data needs and technical abilities.

[japitts]

What device(s) are you watching YouTube on?

You imply the use of a VM TV box, but this is not clear. Can you check the link below to clarify which one, if you are? Otherwse - the reply above mine gives some good advice to try on your laptop or other device.

https://www.virginmedia.com/care/tv-fault/which-tv-box 

[Kath_P]

Hi JRyan1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues with your connection. Checking things here, we can see that the hub's downstream power levels are quite high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi @JRyan1,

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, 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 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.