Hi, I have been a customer now in area 30 since mid November. I am paying for vivid 200 Internet yet am regularly getting speeds of only around 10mbps which is getting very frustrating. This is never fixed when resetting the equipment, and running a diagnosis through my Virgin media account shows no faults. I am checking the speeds with the suggested speedtest.net and I understand that at peak times it may drop. However, a drop to this speed seems rather extreme as I am receiving less than 10% of the speed I'm paying for and the time is nearly 10:30 pm which is hardly peak times.... Any help would be greatly received as I came here from sky for better Internet and am receiving a much worse service and don't know how to proceed from here
Peak times (out of holidays/weekends) are 'roughly' 3-midnight.
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Fair enough about the time, but to be dropping from around 180 mbps to as low as 7.2 seems a very heavy drop still. My service dropping to around 5% performance. This is a drop that has been experienced at times around 10 am too. The above example was the last one to occur and was therefore the given example. Maybe in future I should pay my bill during peak times and offer around 5% of that and see if anything changes 😁
Sorry to hear you're having trouble with your connection.
I've checked the account and the network team has picked up an SNR issue in your area that is affecting your services. The technicians are working to get this sorted as soon as possible and have set a review date of 13th January.
Once the network fault has cleared, I'll run a diagnostic on your equipment to make sure everything is OK.
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