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Stakker
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100Mb Broadband now stutters whilst streaming.

I've been a Virgin customer for almost ten years across 3 properties and have always tended toward the higher speed packages.

Recently I've noticed very poor performance in the evenings and now, as I sit working from home, I'm noticing audio streaming services stuttering whenever I scroll or refresh another tab in my browser.

Speedtest shows 104.2Mb download and 6.2Mb upload.

Q1. How come my broadband connection has started to deteriorate?
Q2. Is stuttering now a permanent feature of the VM service?
Q3. Can stuttering be fixed?

I see many people get stuttering problems. If the stuttering continues, I will terminate my contract at the end of the contract. I've never had this problem before.

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Re: 100Mb Broadband now stutters whilst streaming.

Hello Stakker,

Thanks for joining the community, hope you're well Smiley Happy

Apologies for the poor connection you're now experiencing. I really want to look into this for you but I'm unable to locate your account from your IP or email address. For us to be able to check your connection, please post back when you're connected to your home network.

Thanks for your patience,

Take care.

Heather_J

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Icio
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Re: 100Mb Broadband now stutters whilst streaming.

i have same problem .. it makes me mad . its few weeks without being able to use Internet...

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Re: 100Mb Broadband now stutters whilst streaming.

Hey Icio,

Thanks for posting Smiley Happy

Sorry to hear that you're also having problems with your connection. I've checked this for you and I can see that you're currently affected by an SNR fault in your area. This should be resolved on the 6th March and might cause slow and intermittent connections.

My sincere apologies for this,

Take care.

Heather_J

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Stakker
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Re: 100Mb Broadband now stutters whilst streaming.

Does this help?

 

Richard

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Re: 100Mb Broadband now stutters whilst streaming.

Hi Richard,

 

Thanks for getting back to us.

 

I've now managed to locate your account Smiley Happy

 

Looking at the network, there is a high peak time traffic fault reported 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 F003564970 and has a review date of 29th March.

 

To discuss this further I have sent you a PM (purple envelope icon, right corner).

 

Speak soon

Sam


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