Good Download Speeds / Slow Upload Speeds

[paul36]

Hey community!  I've been a customer of Virgin Plus for TV & Internet for a couple of years now.  Originally on the 50 Mbps download / 10 Mpbs upload service, and things went well.  I upgraded to 100/10 service, and speeds were better (60-80 upload) and always 10 download.  Connection would drop on occasion - just enough for my work VPN to need to be reconnected.  Overall, not great, but not bad for the price.

We just moved to a new location where the 50 Mbps is the fastest available service.  Every speed test I complete (modem is a brand new "Valerie"), my download speeds are around 45 Mbps which is very reasonable, however, my upload speeds are topping out at 2.95 Mbps.  On other speed test sites, it's closer to 2 to 2.5 upload.  It's a major problem as watching Virgin TV over Wifi, as soon as I open my Google Photos app it starts to upload photos and my TV service drops.  I doubt I'll be able to be working from home on a Teams chat and have anybody else in the house be able to do anything with the Internet.  I understand advertised speeds are (up to 10 Mbps), but I need something reliably in the 8-9 range to keep the Internet service.  I have tested over a 24 hour period and fastest uploads are 2.95.  Why does downloading 40+ work, but uploads can't reach 3?

Virtual Repair Tool did nothing, I've rebooted the modem, tried new cables, nothing is working.  Next option is Rogers Fiber Internet and I'll drop Virgin (Bell has nothing but DSL here), but wanted to see if I can get upload speeds closer to 10, as I can live with that for a long while for the price I'm paying.  Please help if you can!

Thanks.

Paul

[VirginPlusAntgio · Accepted solution]

Hey there @paul36 , 
Welcome to the community and thanks for your post. 

Since the Community is a peer to peer assistance channel, it would be hard to determine the cause of your concern as we do not have access to your account. 

The below are always great troubleshooting steps to start;

• Reboot the router (turn it on and off)
• Reposition the router to a central location in your home
• Use a wired Ethernet connection to see whether it’s the router that’s causing slow upload speeds or if the problem lies elsewhere
• Virtual Repair Tool 
• Get in touch with our technical support team to review and test your concern

Below are some examples of possibilities that can affect your upload speeds;

• There are too many devices connected to your Internet network
• Your signal might also interfere with other devices, such as Bluetooth speakers and household appliances if they use the same frequencies
• Your devices have been infected with malware
• VPN settings impacting your upload speed (The use of VPNs can impact upload speeds in several ways. The encryption process, essential for data security, can slow down data transmission.)
• Your modem is isolated or too far away

Let the community know if you have more questions.

[paul36]

Thank you for the reply.  I work in IT and will speak with my colleagues about the issue.  If they don't have suggestions, I will reach out to Virgin's tech support. This is a brand new router which I renamed the SSID.  With only 1 device connected (nothing else was ever connected to the router), download speeds were under 3 Mbps.  Even standing next to the router, this was the case.  Rebooting did nothing.  Logging into the admin of the router download speeds using speed test were consistently 2.95, 2.95, 2.92 which makes me think something is being throttled.  Why would downloads be fast but uploads.  Speeds over 3 days are consistently slow, so it's not network congestion.  Virtual Repair Tool did not assist.  Using a Cat5 cable speeds were the same.  Any device I try is the same.  Downloads are 35 - 45 and are acceptable, but the upload won't allow me to have more than 1 device working for video streaming.  Anyway, thank you for the reply.