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MattBirks
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Message 1 of 9
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Slowdown in the evenings in south Manchester

The last 2 evenings I've noticed a massive drop off in broadband ingress bandwidth at about 6:30pm into the evening.

I've been working from home and have been attending online instructor lead course from 5pm, so it's been very apparent.

I get my 50Mbps all day long (check with Speedtest), but at about 6:30 it drops to 1-2Mbps. Same last night and tonight.

This has really affected my ability to follow the online courses.

I've read lots of forum comments about similar behaviour up and down the country. How do I get Virgin to check if my area is congested?

Thanks,

Matt Birks

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MattBirks
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Message 2 of 9
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Re: Slowdown in the evenings in south Manchester

Well, I'm glad I posted onto this forum. I'm guessing Virgin don't have time to respond to all of the complaints about broadband slowdown during peak times.
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Spitfire16
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Message 3 of 9
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Re: Slowdown in the evenings in south Manchester

Staff here work on oldest topic first - as you have bumped your thread it will get pushed to the back of the queue again. If your lucky you might get a reply at the end of the week - might be easier to phone in- bearing in mind any fix date provided is a review date
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MattBirks
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Message 4 of 9
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Re: Slowdown in the evenings in south Manchester

Speedtest readings for yesterday (14/11/2016) for me in area 20, in Mbps...

(Time = download/upload)

daytime = 52/3
16.45 = 34.3/2.86
18:45 = 51/2.8
19:45 = 12.2/2.88
20:45 = 6.8/2.8

Wired connection into the router with no other users online in the house.

Dear Virgin, I'm not getting the service I'm paying for.

 

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Forum Team
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Message 5 of 9
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Re: Slowdown in the evenings in south Manchester

Hello MattBirks,

 

Thanks for getting in touch, welcome to the community Smiley Very Happy

 

Sorry to hear about the slow speeds you're getting in the evenings, I know this is frustrating.

 

I've checked this for you and I've noticed that we're working on a fault in your area under ref: F003451999 which is going to be reviewed on the 21st Dec. This fault is responsible for causing speed reductions during peak time hours (evenings and weekends).

 

Please accept my apologies for any inconvenience caused by this and let me know if I can help with anything else.

 

Take care.

Heather_J

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


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MattBirks
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Message 6 of 9
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Re: Slowdown in the evenings in south Manchester

Heather,

Thanks for the response, it's good to know what's happening.

Firstly, can I use that fault reference to track progress somehow?

Secondly, if I'm not getting the service I'm paying for while you (Virgin) resolve a fault that's entirely yours to resolve, why am I still being charged for the service?

Matt.

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Message 7 of 9
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Re: Slowdown in the evenings in south Manchester

Hey Matt,

 

Thanks for getting back to me Smiley Very Happy

 

You can't track that fault code, but we can, so if you keep in touch with us we can provide progress updates when we get them.

 

As for the charges, we can apply a discount for the loss of service. I'll ask one of my colleagues to message you shortly with more info.

 

Thanks again for your patience,

Take care.

Heather_J

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


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MattBirks
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Re: Slowdown in the evenings in south Manchester

Heather,
Still no contact from your colleagues. Does it usually take this long?

Matt
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Message 9 of 9
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Re: Slowdown in the evenings in south Manchester

Hi Matt,

 

Sorry about that!

 

I'll chase this up for you.

 

Thanks for letting me know.

Take care.

Heather_J

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


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