Virgin Media - poor speeds

System

This discussion was created from comments split from: Is Virgin Media attempting to cut down on customers?.

jwilson987

Just swapped to virgin and WiFi speeds terrible.. Have complained and after 39 days of monitoring they say it is fine but on testing speeds it is about 10% of what it should be. Only went in 30 days ago.. Struggle to get through to customer service... Need to resolve this as its a headache I haven't time to sort being a nhs worker

Neil_Jones

jwilson987 said:

Just swapped to virgin and WiFi speeds terrible.. Have complained and after 39 days of monitoring they say it is fine but on testing speeds it is about 10% of what it should be. Only went in 30 days ago.. Struggle to get through to customer service... Need to resolve this as its a headache I haven't time to sort being a nhs worker

This should probably be in its own thread, not tacked onto somebody else's.  No provider guarantees wifi speeds, too much prone to interference.

JJ_Egan

jwilson987 said:

Just swapped to virgin and WiFi speeds terrible.. Have complained and after 39 days of monitoring they say it is fine but on testing speeds it is about 10% of what it should be. Only went in 30 days ago.. Struggle to get through to customer service... Need to resolve this as its a headache I haven't time to sort being a nhs worker

Wifi nothing to do with the speed that you get supplied  .

Use Ethernet cables to get correct speed when testing  .

Set the wireless channel

A wireless channel is the frequency zone of operation for your router's wireless network. This ranges from channel 1 to 11 with each channel differing marginally in frequency values to keep them apart. This should be done because if you are having other wireless routers in your area (or neighborhood), you could be using the same channel they are using, which will cause interference in both networks and reduce the efficiency and speed of your wireless network. If you know what channel other routers in your area are using, set yours apart from theirs by at least three channels apart. In order to find out the channel numbers of other routers in the vicinity, you can use a utility that will scan the wireless network and list it out to you. You can use inSSIDer for Windows on a laptop or WiFi Analyzer on an Android device.

On the client device side, all other things being equal, 5GHz connections will provide better performance at short ranges than 2.4GHz. This is because 5GHz, while somewhat faster, can't travel as far or transmit through some objects due to that band's shorter wavelengths. The 2.4GHz band tends to have more congestion

mohammed1111

As mentioned above I would start with doing a test over a wired connection and also check what the router stats show. 

prowla

I've just given Virgin my cancellation notice; I've been on the phone to them for hours over the past month to try and get a decent service and the last person I spoke with apologised that I had been lied to (yes, he used the word "lied").

They seem to be falling apart; every person I've spoken to has said something different:

1. I've called about a service performance issue and had an engineer visit, I've still had the issue and been told there is no fault, I've called again and they've sent a 2nd engineer out who said the 1st one's fix wasn't right and replaced my wires and my connection at their roadside box.
   
2. I've been told I would get a partial rebate by one person and when I called back because it hadn't been credited to my bill was told they had no record and I wasn't eligible for any.
3. I've called about WiFi and they've said not their problem. I've then found out about their WiFi Pods and arranged to get two sent; I called on the day to confirm they were due, because I didn't see an order on my account info, and the person assured me they would be delivered that day. They didn't arrive so I called back and the first person said they didn't know and put me through to someone else who said I can order them for £5/month + £5 delivery charge, so I've escalated and the 3rd person said he could see that the order stalled due a stock issue so they'd send another two which would be FOC for 18 months and I'd get a notification from Yodel when they'd got the item for delivery. I've called back when there was no delivery and been told by the retentions team there's no record of that order, nor the 18 months FOC agreement; when I asked to escalate, they said that their managers weren't responding and apologised to me that I had been lied to (yes, they used the word "lied").

Based on that, I can't really trust the company; I think they are in a total state of disarray: the call-centre & faults people will say anything they feel like to fob you off and the retentions people will make arrangements with you which do not exist and/or miraculously "disappear".

In all honesty, I simply cannot recommend them at this point in time.

matelodave

Might be a good idea to see what others will offer both in terms of speed and service, especially connection delays before telling Virgin to get stuffed.
It seems as though there's a fairly consistent theme in a lot of threads complaining about difficulties in getting connected, poor service and poor speeds with most of the other suppliers. Be careful that you don't jump out of the frying pan into the fire - having some sort of service might be better than having none at all.