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nbcaldon
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Area 31 - No Known Issues <1MB/s

Slow speeds all afternoon, but fixed by 6pm as promised...

I don't think so.

Despite the status message of "No Known Issues" with Broadband, we are getting less than 1MB/s; I hope this is not the new normal.

Phoning 150 confirms that there is a problem, so why is the status information wrong on the website?

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nbcaldon
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Message 2 of 23
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Re: Area 31 - No Known Issues <1MB/s

Still no known issues with Broadband...  Since when has < 1MB/s not been an issue?

speed 02.jpg

speed 01.jpg

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nbcaldon
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Re: Area 31 - No Known Issues <1MB/s

The latest update message from VM says '..an engineer is on their way. The estimated repair time is now: 11/04/2017 14:00:00', which is very precise for something that is expected to last at least a week..'

Got a pop-up offering to discuss this on Live Chat, but it won't work (because the speed is too low?).

How do I register a formal complaint and apply for compensation?

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vircom
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Message 4 of 23
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Re: Area 31 - No Known Issues <1MB/s

Formal complaint channels are as per "contact us" VM forum team will try to help with technical issues and may be able to get some more info on the fault, but this is not a "formal" contact route for contractual matters. You may be better using good old "snail mail" if you want a written response?
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nbcaldon
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Message 5 of 23
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Re: Area 31 - No Known Issues <1MB/s

Thanks, Vircom, perhaps I'll have to get the old pen out.

SMS today from VM: ID:F005202158 We're pleased to tell you this issue is now fixed.

I don't think much of this fix.I don't think much of this fix.

 

 

 

 

 

 

 

Phoned 150 this morning, but gave up after 5 minutes when the menus started recycling.

More stamina needed my end to get a response, methinks.

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nbcaldon
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Message 6 of 23
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Re: Area 31 - No Known Issues <1MB/s

Phoned 150 and got the message: Working to fix some network performance issues. Everything should be back to normal by 6pm.

Checked the status on the website:

speed 05.jpg

 

 

 

Will check again this evening.

Whatever speed I get then is presumably the new normal.

And if it's about 1MB/s, it will be time to call retentions.

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nbcaldon
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Message 7 of 23
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Re: Area 31 - No Known Issues <1MB/s

It's not 6 o'clock yet, so I was surprised to get an SMS from VM saying that the outage ID: F005221595 has been fixed.

But of course it hasn't.  Still around 1MB/s.

In fact it is so slow that even email reception is failing:

speed 06.jpg

 

 

 

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nbcaldon
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Message 8 of 23
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Re: Area 31 - No Known Issues <1MB/s

Just realised: if each outage ID is a fault, VM reckon they have fixed 19,437 faults since the previous SMS earlier today.

Maybe this is not the correct interpretation.

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nbcaldon
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Message 9 of 23
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Re: Area 31 - No Known Issues <1MB/s

The website status says there are no know issues (again), so phoned 150 again and this time managed to stay on line long enough to speak to someone.

He confirmed that there is a fault in the area and said that it is being worked on, but we will probably continue to have problems for the next 2 to 4 days.

At first he said we should only be getting intermittent problems, but I told him this is wrong as we have been getting only about 1MB/s every time I have checked irrespective of time of day.

He said he will arrange compensation for today and that we will get compensation as long as this goes on.

 

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nbcaldon
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Message 10 of 23
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Re: Area 31 - No Known Issues <1MB/s

This is a serious question I would like an answer to from VM.

I was told yesterday (8th April) that my area has a outage with the ID F005205158 and an estimated fix date of 11th April.

The Virgin Media status page says there are no Broadband problems in my area.

I received an SMS on 6th April saying that outage ID F005205158 had been closed.

How can I find out what type of outage this is and how can I get an update on its status?

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