I'm currently on 100Mbps VIVID & achieve these speeds during the day (10am-4pm) and between midnight & 6am however, outside of these time frames my speeds are dropping down anywhere between 0.5Mbps-6.5Mbps (when using speedtest) on a wired connection (Ethernet directly between desktop/modem).
I've been in touch with Virgin on the phone 3 times already in the hope of getting this resolved, the first call fobbed me off with the standard "Reset your router.. I'm changing some hub wifi settings on my end... Reboot everything in 10 mins after hanging up" -- which I went along with because, hey, who knows, this could solve it.
However, my issue was left unresolved so I rang back to somebody even less helpful telling me my area is oversubscribed & that I will just "have to deal" with having poor internet speeds; now this annoyed me as you can imagine -- why should I be paying through the nose for a product I am most definitely not receiving? And then have the support team shrug as though it's normal practice & I should swallow the cost.
Fast forward a couple of weeks to this week & I'm getting the exact same issue & the phone help desk was just as useful as before.
So I guess TL;DR,
Why is my speed *so* slow? (Is it simply over-subscription?)
When can I expect for this to be resolved, if at all?
If it isn't resolved in a reasonable time frame, where can I cancel?
Looking forward to hearing from a member of Virgin about this issue,
Sorry to hear about the connection trouble you're having, I appreciate this is frustrating. Checking the network in your area, I'm sorry to confirm that we are working on a fault. The reference is: F004144676 and it's due for review on the 31st Aug. I know this isn't the news you're hoping for, please accept my sincere apologies and let me know if you've got any other questions.
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Unfortunately, Andy is right, VM's times for fault reported to diagnosis to fixed normally runs into the years. There's many threads on the boards on VM's practice of signing new customers up onto over subscribed areas that just makes it worse for all ( except VM's bank account of course ).
I can only advise, cancel whilst you have a chance and jump ship, you will be pleased you did.
Struggling VM BB [Over Utilisation Fault, Fix date 17th November 2135 ] VM Telephone Sky Q UHD Multiscreen