I'm a new customer with Virgin as I activated my broadband yesterday. I signed up for the VIVID 100 package and have been testing it pretty consistently since yesterday evening. This evening I experienced very slow speeds, going down to 10 mbps while connected via a network cable. I rang up Virgin tech support to ask and I was told that there is a utilisation issue in my area.
I was advised there is a fix date (30th of March), which should solve most of these issues according to the person on the phone, but I'm concerned as the issue was apparently raised in September last year and hasn't been fixed yet. The technician on the phone informed me that it's a very difficult issue to fix and can sometimes take up to two years (The worst case he had heard of). He couldn't guarantee a fix date of the 30th March either.
I will be speaking to Virgin very shortly about why they didn't inform me of this when I signed up, but in the meantime could anyone look into this support ticket for me so I can better understand the issue and decide whether it's worth sticking around with Virgin until the 30th or just cancel the contract as it's within the cooling off period.
Welcome to the forum and sorry to hear you're getting poor speeds in the evening.
I've just checked on your connection and the ticket for the fault affecting you is F003883122 which will cause slow speeds at peak times such as evenings and weekends. This is due for review 30/03/16. Faults like this are caused by overuse of the network so the work to fix this often means digging up roads to lay new cabling, installing street cabinets and building headends.
All of this requires a lot of co ordination with local authorities which can lead to delays.
Thanks for posting, sorry to see that your issues are still persisting, I know this can be annoying so apologies for any bother.
I've had a look at your connection from here and I can see 2 things affecting your connection. The first is that your modem's SNR (Signal to Noise Ratio) is a little on the low side, which can cause slow and intermittent performance. In order to resolve this we would need to arrange for an engineer to visit and make the necessary adjustments.
I will send you a PM (Purple envelope at the top) detailing what's required to proceed with making the booking, it would be helpful if you could reply to me there and I'll get this all booked and secured for you.
The second is as I'm sure you're already aware, your area cable seems to have some load issues, especially during the peak hours. We're planning to undertake some upgrades to parts of our external network in your area in order to combat this.
These upgrades will be to improve bandwidth and performance during the peak times, the reference number for this is F003883122 and is currently scheduled to be reviewed around the end of March. Should you wish to bump the thread in the mean time we'll be glad to take a look for any progress updates for you.
I have sent you a PM outlining your credit options for this.
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Thanks for getting back in touch, I'm sorry to see that you have continued to have slow speed issues.
Looking at your connection and the previous posts it seems you're affected by fault ref F003883122 for slow speeds during peak times, this can some times be a fault with a long lead time due to the complexity of the work required to fix the issues. The planning team are currently investigating the best way to get this fault resolved and we should have more news on this after 15/06/2016.
Unfortunately you may see slow speeds during peak times while this fault is ongoing.
Do you see slow speeds during any other times?
I will also be popping you a PM. Keep an eye out for the Purple Envelope top right hand corner.
I'm also in Area 24 and have the same issue. Funnily enough, it only started happening when everyone got their "free" speed increased (which coincided with a £2 per month price hike). By giving everyone a speed boost on a network that can't handle it, they have in effect cut our speeds right down.
I never previously had any issues before moving to 150mb, was always rock solid at 105 anytime I tested, peak or not. Now I'm lucky to get 25mb.