Slow connection, high ping, high packet loss...

[Lee_G]

Hi Jameska

Can I ask you to start your own thread as you are not affected by the same fault as the customer above.  Before posting can you take a look at this sticky and post the information requested so we can investigate this further for you.

[farben]

When can I expect to resolve that problem? Since I moved I don't remember one day when broadband was ok. It's over 2 months! Sorry but for what I'm paying?

[James_G]

Hi farben,

We are currently awaiting an update on this fault from our network team.

Could you please bump this thread again in a couple of days so we can check for updates.

Alternatively you could call our technical support team who will be able to check for updates using reference number F001426282.

[farben]

any progress?

[Lee_G]

Hi farben

The fix date for this issue is currently set to the week ending 1st April. I'm afraid I gave you the wrong reference earlier, the actual reference is F001490193.

[farben]

So I should stop paying up to April? Or I will get some refund?

[James_G]

Hi farben,

If you contact our Customer Services department they will be able to discuss the options available to you.

Please ensure you give them the Fault reference number.

You can contact our Customer Services department on 150 from a Virginmedia phone or on 0845 454 1111 from any other phone.

[red_harvest]

I could do with some help on this too - i've had the same problem for about 3 months now!

At first it was thought to be a local area problem, but that got solved and my problems are still here- i'm the only one in the street affected by it.

I've had 6 engineers out so far, and only recently has a manager been involved, but that was over a week ago now and still nothing's changed.

My packet loss is usually 50%, but sometimes 100% and I'm paying for 20mb speed but the speedtest shows it to be on average more like 4mb.

Time and again the engineers have confirmed that the problem is somewhere outside the house, and the last one contacted one of your technical centers and they mentioned something about a "Spec Error" but as to what this is I have no idea.

I really need some help here...

[Chris_K]

Hi red_harvest

To avoid confusion can you please start your own thread including the information requested in the slow speed sticky here