hello, I have been with virgin media for a couple of years now and its been great. but for the last month or so, i have been getting unusually slow speeds at peak times and some times off peak. i am on the 50 mbps package and was due a free upgrade to 75 mbps, but my speeds have been getting worse and worse, tonight's speed test was 0.04 mbps with a ping of 1000. and on average i get about 2mbps.
does any one know how i could resolve this issue, thanks.
Sorry to read that you are having issues with your broadband speeds. I know how frustrating this can be.
I would like to check your connection for any issues, however I was unable to locate your account. I've sent you a PM (purple envelope icon, right corner) requesting some details. Once you have replied I can look further into this for you.
In the meantime, if you can, post your router information for us to take a look please? To do this type in 192.168.0.1 in the address bar, no need to sign in, on the top right you will see router status or in the middle you may have Check router status. Within here you will have downstream, upstream and network log. You can copy and paste this information, that would be great.
And what an excellent club it it. My speeds are great until 16.00 and then the bottom just drops out of it.
It is amusing to see how often the upload speed is greater than the download speed. On one speed test last night I had (wait for it, drum roll please) speeds of;
All of this is on my 200MB package that I pay dearly for.
I am not messing around with fault numbers etc, not the way I operate. I am more the kind of person that goes straight for the kill. I have had years of being fobbed off. Engineers that come around, even though they are powerless as the area is over subscribed.
I am taking lots, and lots and lots of speed tests and all will form a part of the complaint that goes to OFCOM.
Fortunately I am off work today so can speed test until my hearts content. So far I have I done over 150 and will continue to do so.
Whilst typing this Virgin Media rang and will apply a £12.50 credit to my bill as this area is over utilised and has a fix date of 28.12.2016 although this call was raised in March 2016. This has clearly gone on for 9 months so far.
One question that I am going to write to OFCOM about is whether Virgin Media should still be signing up new customers in areas of over utilisation. It doe not appear right that they should on account of customers getting a lousy service that they are paying for.
The £12.50 credit should be applied to all, not just those that kick off.
Thanks for the reply and confirming your details, I appreciate it.
I've taken a look at your account and there is a high peak time traffic fault in your area causing these slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004867047 and with a review date of 18th January 2017.
I will pass this across to my colleagues who will be in touch shortly with more information.