For around the last 4 weeks we have been suffering absolutely terrible consistency in our broadband. An 'upgrade' to the local cabinet seems to have affected something and there is an acknowledged fault in our local network. However the service status on the website has at no point made any reference to it and the phone line is vague in its apologies. Has anyone any advice on the T3 timeouts which we seem to be experiencing? The WAN IP address as disappears which I assume is the fault in the network. Is there anything we can do to improve this or are we at the mercy of VM and when they can be bothered to fix it?
I'm sorry to read that you are experiencing issues with your broadband service.
From checking your connection, there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004351551 and with a review date of 12th October.
At the moment the Super Hub is showing as offline and not polling any data for me to check your line further. If you can post your router information this will help us further. To do this type in 192.168.0.1 in the address bar, no need to sign in, on the top right you will see router status. Within here you will have downstream, upstream and network log. You can copy and paste this information, that would be great.
Thanks for the reply and posting your router information, I appreciate it.
I've taken another look at your connection and during this afternoon there was an SNR (signal to noise ratio) fault reported, which will coincide with the time-outs reported from the network log. The reference number is F004731843 and with a review date of 13th September.
I will check this nearer the review date for further updates.
Further to this, the issue was apparently resolved at the beginning of October. Now it's started again. The signal had dropped off completely about 5 times this morning. I'm not ringing up to be told to turn it off and on again. Can someone on the forum team see what is happening and to get it fixed. I had to raise this with the head office complaints team last time to get any meaningful results
Can you please check on the status of my complaint which has been raised with Virgin Media? Just spoke again with VM tech support to try and get any kind of answer as to when VM may be able provide a worthwhile service. I spoke with Hardy I believe, a subject matter expert, who has advised the SNR fault which was to be fixed by 2nd Dec, is now to be fixed 9th Dec and then no doubt 16th Dec, 23rd, 30th etc etc
Looking as the review date for the SNR fault, it is showing as the 9th December as you mentioned. As these are review dates they can be subject to change due to the work that is required to resolve the issue. I can see from your account, that you have arranged for an engineer visit to look at this also.
The complaint is open on your account and in progress with the relevant department who will check this for you.
I will check the fault on the review date for further updates.