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Message 1 of 20 (313 Views)

Documenting poor/low speed

Using this post to document slow speeds - currently paying for 50mbps

20/03/17

200317 Speed.jpg

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Message 2 of 20 (288 Views)

Re: Documenting poor/low speed

210317 Speed.jpg

Again

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Message 3 of 20 (274 Views)

Re: Documenting poor/low speed

Hello james_calvert,

Thanks for joining the community Smiley Very Happy

Sorry to hear about the slow speeds you're getting at the moment. I can see this is caused by fault: F004400545 in your area which we're reviewing on the 28th June. If you keep in touch with us we will be more than happy to keep you updated on any progress or changes.

Thanks for your patience with this,

Take care.

Heather_J

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Message 4 of 20 (259 Views)

Re: Documenting poor/low speed

More problems and issues.

Hi Heather, thanks for your reply.  I'm recording my issues periodically in order to make my argument for further discount. This fault or similar has been occurring for years, always with the resolution on months away.

Screenshot_2017-03-27-21-41-34.png

 

 

Screenshot_2017-03-27-21-24-04.png

 

 

 

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Message 5 of 20 (231 Views)

Re: Documenting poor/low speed

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Message 6 of 20 (210 Views)

Re: Documenting poor/low speed

Hello again james_calvert,

Thanks for getting back to me Smiley Happy

Apologies again for the fault in your area. I understand why you're recording your results, we will have more info when the fault ticket is reviewed, so just bump this post for progress updates.

Appreciate your patience,

Take care.

Heather_J

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Message 7 of 20 (193 Views)

Re: Documenting poor/low speed

10.13 download and 2.96 upload..
Still no where near 50.
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Message 8 of 20 (159 Views)

Re: Documenting poor/low speed

[ Edited ]

Thanks for coming back to us james_calvert,

 

Really sorry about the slow speeds experienced.

 

Further to Heather_J's post, the review for F004400545, has been moved to 06/09/2017. I'm very sorry for any inconvenience that this may cause. Smiley Sad

 

In addition to this, you also appear to be affected by an SNR issue in the area under the fault ticket F005209247, with a review set for 07/04/2017. With this, you might find that these services are intermittent at the moment: Virgin Broadband, Interactive, On Demand and TiVo® services (Network Availability).

 

Your equipment levels also indicate an issue with SNR. I'd like to check back in with you regarding this next week to see if the ticket is still open for this. If closed, and the equipment levels are still out of spec, I'd then like to arrange an engineer visit to investigate further.

 

Speak to you soon,

 

Nat_J

 

 

 

 


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Message 9 of 20 (147 Views)

Re: Documenting poor/low speed

This is the story of the issue. Remedy date is always put back.

Can Virgin Media please arrange for a routine discount to be applied to my bill.

Also I would like to take advantages of additional services at no extra cost (such as Phone Line) to make up for the lack of Internet capable to supply the services that I subscribe to at the times I want and expect to be able to utilise them.

James
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Message 10 of 20 (145 Views)

Re: Documenting poor/low speed

Thanks for getting back to me James,

I've sent you a private message so that we can discuss matters concerning your account further.

Speak soon,

Nat_J


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