We have had really poor speeds over the past week - particularly at weekends from 10am through to 10pm.
I contacted VM and we did (1) router/modem reset (2) some update was sent over the line - the net result of this was that my speed dropped from from 2-3mbps to 0.3 mbps.
The call centre guy said there were utilisation problems, and then finally came up with a known fault number F003355483 - and said that this was being worked on by the network team and should be fixed my mid-April.
However, looking on this forum I can see reference to this fault back in November 2014 - so I am a bit confused as to when this will really be fixed. Another date mentions a fix for this fault expected by 25th March 2015.
Just spoke to VM customer relations and tech support as fault was not rectified on 18th January 2017 as indicated.
Wait for it, the new review date is 3rd May 2017. That's right, May!!
I'm lost for words at the incompetence of this company. The worst bit is, they don't proactively contact you to tell you the fault is ongoing - you have to ring them. Plus they wont tell you what the real problem is. Why cant they add capacity? How hard can it be??
Stop selling people '100' Mbps broadband when you cant even deliver 1 or 2 Mbps at peak time. Should be illegal....
If you are experiencing this issue, make sure you ask for full service credit every month until it's fixed. That's what they just gave me, for what it's worth.
can be heavy going but worth the read if you want - short answer to yours are ok
you say you are suffering utilisation and that will reduce your speed in peak hours but not to the levels you are seeing normally - there looks to be little wrong your side if that last test is in modem mode - if you keep late hours it would be worth a further test in modem mode in the early hours or if you are an early riser the same early in the morning
if they give better figures then it looks like utilisation is as bad as it gets
it takes VM a few days to get to threads - they can look much deeper and you will get the truth - not someone who says he has sent this or that
in the mean time if you have not already done so talk to retentions about a reduction in your bill - quote the fault number you have and the start date - they can backdate any reduction or seem able to - some customers have got that - others struggled - once you have established a rebate you will need to ring each month to get the current month - that will be until the fault is resolved
that may or may not be you only problem with speed - what you post as from the speed test looks poor but only VM can now take it forward really
dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre