Troubleshooting Virgin Media internet performance problems

Before you start troubleshooting the performance of your Virgin Media internet connection, we suggest that you run a Virgin Media Broadband Speedtest to measure your current broadband speed.

It is also a good idea confirm the minimum download speed that you on your broadband package from Virgin Media.

You can get this information by checking a Virgin Media broadband bill, your Virgin Media contract or by contacting Virgin Media.

Likely causes of Virgin Media’s slow internet performance

Is it your Virgin Media broadband that is slow or could it be your device (PC/laptop/phone)?

You may need to check the number of apps are currently running on your device.

The performance problem could be due to over-utilisation of your system resources i.e RAM/memory/CPU Processor and as opposed to a problem with Virgin Media’s internet connection.

If you’re on a laptop then you can use the task manager to check your Processor and RAM utilisation.

On any other device, you should try rebooting the device which should hopefully terminate all applications that may be hogging your device resources.

Run the Virgin Media Speed test on your personal computer and your mobile to check how the speed test results differ between the 2 devices.

Hopefully this should provide you with some information to work with in terms of whether the problem is with your PC/Smartphone or the Virgin Media broadband connection.

• What does the Virgin Media download and upload speed mean?
• Who’s the best Broadband Service Provider in the UK?
• 5 ways to improve your Virgin Media Internet speed
• DNS hack to improve internet browsing speed on Virgin Media

Is the wireless the cause of the issue?

The root cause of the performance problem may be your wireless network and not the Virgin Media broadband internet connection.

You could rule out the Wifi by simply connecting your computer directly to the Virgin Media broadband router with an ethernet cable and run the Virgin Media Speed test again.

If the result is better when you’re connected using an ethernet cable, this suggests that the problem may be with your wireless network.

A few other things to look further into:

• Are the Wireless channels that you are using for your Wi-Fi network network (SSID) overlapping with the neighbors?
• Is the Wifi network signal from the internet router obstructed?
• Does the performance get better when your are standing directly infront of the Virgin Media internet router?

Exactly who’s connected to my wireless network?

Have you checked that your wireless network password has not been hacked? Do you have an open Wifi network? How complex is your Wi-Fi network password? It could be time to change it.

Neighbors could be using your wireless network and using up all your Virgin Media bandwidth by downloading, uploading or even streaming music or videos over your Virgin Media internet connection! Worse still, they could be carrying out illegal activities on your Virgin Media broadband connection.

There are three applications to use to analyse your Wi-Fi network to see who is connected:

• Microsoft users can use Wireless network watcher
• Apple users can use whoFi (who is on my Wifi)
• WiFi troubleshooting tool WiFi Analyzer

The above software scan your wireless network and show you a list of the connected devices.

• How to check who is on your Virgin Media wireless network

Should I get a wireless booster for my Virgin Media broadband?

If you discover that there are Wifi coverage gaps at your home, a Wifi extender aka a Wi-Fi Booster is the best solution to boost your wireless signal to cover any coverage holes.

• Cheapest Wireless Signal Boosters

The wireless network extender simply picks up your existing Wifi network signal as it is starting to become weaker and re-transmits the wireless network signal to extend it’s coverage.

Position the Wifi network extender near the position where your Wifi network signal from your Virgin Media internet router is becoming weaker.

Place it near where your wireless network signal drops down to two bars. Walk around your house with a tablet to find where this location is.

When did you last upgrade the Virgin Media broadband router?

The Virgin Media and broadband infrastructure, in general, are frequently upgraded to provide new features and improve performance as technology evolves.  Always ensure that the Virgin Media broadband internet router is running the latest software.

The majority of Virgin Media internet routers will allow you to perform the software update by simply logging on the Virgin Media broadband router and simply clicking on a button to do the update.

If you can’t do this, contact Virgin Media and they will be able to do this for you or talk you through performing the upgrade yourself.

As well as updating the software, if you have had router for a long time, it’s probably worth speaking to Virgin Media to ask for a hardware upgrade.

Is the issue outside your property (at the exchange)?

This is probably the most common reason for Virgin Media broadband performance issues in your home and it’s more common for internet broadband connections that are delivered using phone lines.

If you’re unsure if this is applicable to you, contact Virgin Media who will be able to carry out the relevant connection checks to check if there is a problem on the Virgin Media broadband line.

Is it due to Virgin Media broadband congestion?

If you are finding that the Virgin Media broadband connection speed in your area is slows down during certain periods e.g weekends and during the evening, then it may be because of congestion during peak hours.

• What’s Broadband Contention Ratio and does Virgin Media have contention?

You should contact Virgin Media to check your minimum speed.

Test your Virgin Media internet connection

After the fault has been resolved either by yourself or Virgin Media, retest your broadband connection using  at least 2 independent Speedtests to ensure the fault is resolved:

• • Use the ookla internet broadband speed checker to test your Virgin Media broadband
  • Check your Virgin Media internet speed using Ookla Offical Speed Test
  • Test your Virgin Media internet connectionspeed using fast.com speed test
  • Check My Broadband Speed Checker Virgin Media internet speed checker
  • • 0845UK Broadband Speed Checker and troubleshooting