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Coaks79
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Slow speed

Hi 

I have been experiencing slow broadspeed of late. I get that at peak times this is expected but a 95% drop?? I have superfibre 70 and in the evenings it's been dropping to 2-4mbs.

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Superuser
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Re: Slow speed

Slow speeds only at peak times (typically 4pm-11pm weekdays and weekends) is normally a symptom of high utilisation/contention in your area.

Somebody from the VM forum team should be along in a few days (up to a week) to check your connection and can confirm if there is a known issue with your segment of the network. If that is the case they should provide a fault reference and pass your details onto another team who should inform you about your credit options for the lack of service via a PM. They should also be able to provide a review date for the fault. Note that it is a review date not an expected fix date and some customers affected by this kind of issue have been waiting years for a fix.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Coaks79
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Re: Slow speed

Thanks for that will keep a eye out for a reply from the VM forum team👍
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Coaks79
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Re: Slow speed

So a new record low speed tonight of 400kb/s. Come on virgin sort it out !!!!
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Superuser
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Re: Slow speed

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread then it will bump you to the bottom of their list. For the quickest response, stop posting and they will get to you as soon as possible.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Forum Team
Forum Team
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Re: Slow speed

Hey Coaks79,

 

Thanks for posting and a big welcome to the community Smiley Very Happy

 

Sorry to hear that you're experiencing slow speeds, this can be irritating.

 

I've checked your area and I'm sorry to confirm that we do have a fault. The ref is: F004294774 and it's currently due for review on the 18th Jan. We are planning to undertake some upgrades to support the increased demand for our services in your area, so during this time you might experience slow speeds during peak time hours (evenings and weekends).

 

Please let me know if you have any other questions.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Coaks79
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Re: Slow speed

Hi Heather,

Thanks for the reply.

I think I should be entitled to a reduction in bill due to paying for a speed of 70mps but at time I'm receiving a 95% reduction in service when I want to use it most.

Many thanks

Adam
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Forum Team
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Message 8 of 8
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Re: Slow speed

Hi Coaks79,

Customers affected by slow peak time speeds faults are eligible for a monthly credit. Please reply to my PM (purple envelope icon, top right of page) and I'll put you in touch with a team who'll sort that out for you.

Thanks Smiley Happy


Jen
Forum Team



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