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dazzabird
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Issues my area....degraded speed last 3 days

Hi

any issues in my area at the moment?

normally on my connection ( up to 150mbps ) I get a stable connection all day, even during peak hours I am able to stream stuff.

last 3 days I am suffering buffering a lot on my wired Apple TV and Amazon Fire box...

any advice most welcome 

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dazzabird
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Re: Issues my area....degraded speed last 3 days

It's been a week and not had a response.

 

 

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Re: Issues my area....degraded speed last 3 days

Hi dazzabird,

 

Thanks for taking the time to post on the community.

 

My apologies that you are experiencing issues with your broadband connection.

 

I've taken a look at your connection and there is a high peak time traffic fault 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 F004810977 and with a review date of 9th November.

 

Do you notice this issue just during peak hours or can it be through the daytime also?

 

Let me know how you get on

Sam


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dazzabird
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Re: Issues my area....degraded speed last 3 days

During peak and sometimes off peak.

assuming now I can have a credit applied to my account for this slowdown in service ?

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dazzabird
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Re: Issues my area....degraded speed last 3 days

Anyway....spoke to a person today about this slow down in customer services..

And he absolutly confirmed that the 9th of November is a FIX date and NOT a review date..

I asked several times and he confirmed this is a FIX date...
<discuss>
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dazzabird
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Re: Issues my area....degraded speed last 3 days

Hi,

i phoned virginmedia today with the intention of finding out more about this fault in my area and what the estimated times were for a fix to the problem.

i must say a very helpful lady was on the line and she said the problem of "utilisation" was likely to go on until February as they are replacing cables etc and it's a big job

explained that i was experiencing buffering on devices, she got me to change a couple of settings on my superhub 2ac which she said would help with the buffering etc

PPTP pass through wasn't ticked and now it is and also the wireless channel on the lower band of 2.5ghz was altered to 1 as she could tell there was congestion in that area....was most surprised at what she could see, i.e. The names of the devices linked to superhub both wireless and wired.....BIG BROTHER

Was happy so far and then she started looking at what I could be paid onto my account for the non.delivery of service..I was only expecting a couple of quid, but she calculated it at 12.50 per month and a credit of 43.74 will be added onto my account.

so far I am well happy, will see what happens later when kids and wife start using internet during peak times etc.

 

 

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Re: Issues my area....degraded speed last 3 days

Hello dazzabird

 

Thank you for the updates, as you mention current review date is showing as 22 FEB 2017. I am pleased you managed to sort the other stuff out, if you need us again please just post.

 

Thank you for you patience

Nicola

Virgin Media Forum Team
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dazzabird
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Re: Issues my area....degraded speed last 3 days

Well still waiting for the credit in my account 

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dazzabird
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Re: Issues my area....degraded speed last 3 days

So phoned up today about the credit I was promised on 8th November.

turns out the person who calculated this had done it wrong and that wasn't the amount I was due ( no comms to me )

but I am entitled to 25 pounds credit, max they pay is 10 pounds per month 

but this time is 12.50 due to the error

 

shocking really 

 

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dazzabird
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Message 10 of 10
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Re: Issues my area....degraded speed last 3 days

Can I have a update please with this fault..

Currently have a connection of about 5mbps....out of 150mbps
Seems to be getting worse day by day
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