How to make a claim for slow internet?

[AceModder]

I'm on 1Gbps and my connection is slow, I've had an engineer visit and when he was here, typically the connection was fine for the time here was here.   But it's gone back to being slow again.

How can I make a claim?   Because VM guarantee 500mbps.   It's been days now and it's not working right.

[img]https://i.imgur.com/y5ihY48.png[/img]

[jbrennand]

Maximum speeds are only guaranteed on ethernet cable connected 1Gb capable devices - not on wifi (for that see the link)

What are you getting when you test that way ?

Wifi...  https://www.virginmedia.com/wifi-max

[Carley_S]

Hi @AceModder 

Welcome back to the community forums 

Sorry to hear of your speed concerns. Is the speed concerns over your wired devices or is it just over the WiFi connected devices that you find the speed is slow?

Did the engineer advise of anything that might be causing the issue at all or give you any advise regarding connectivity? Checking the systems at our side their doesn't seem to be any outages or area issues raised/identified at this time.

[AceModder]

This is still an issue, I've had a couple of days where it is ok, but 9 out of 10 days it is still only hitting 200 Mbps.   I have tried your live chat, which diverted me to whatsapp and after 6 hrs waiting, nobody helps and your agents go home and I have to try again.   The engineer said he could find nothing wrong when he visited.   

The above graph is from around the 20th August till now, running speed tests almost daily to get that graph.  

The problem is via wired direct from the router to my PC which is located about 1m away, using a cat 6 cable, I have tried multiple cables to no avail.   

[Alex_RM]

Hi AceModder,

Sorry you're having some connection issues, I've had a look from our side and can see you've already spoken with us regarding this.

If you still need help with anything please let us know.

Alex_Rm