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Mayes9815
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High ping and low speed every evening

Every evening (between around 8-11pm) without fail my ping will rocket up to about 150-400 and ill get about 5% of my up and download speeds making it impossible to play games online or stream videos.  Originally my package consisted of 200mb down and 12mb up.  After talking on the phone to someone at virgin they said that halving it would help so I agreed to do so.  Low and behold it did nothing.  Whats the point in paying for this package?

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Re: High ping and low speed every evening

Hi Mayes9815,

 

Welcome to the Community!

 

I'm really sorry to hear you're having connection issues.

 

I've located your account and I can see an issue with the network in your area affecting speeds at peak times - Ref.(F003500529). Our technicians are working the get this sorted as soon as possible and have set an review date of 29th March 2017.

 

I've also picked p an issue with your Downstream Power levels that will need to be adjusted. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange for a technician to take a look.

 

Speak soon! Smiley Very Happy

 

Josh


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