Appalling broadband and service

Hey marco2562, thank you for reaching out and I am so sorry to hear you are having some issues with a local outage.

We understand this is frustrating and not ideal.

The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network.

The team are working as fast as possible so they can fix this,

If you are seeking a get-out from VM you could try invoking the VM 'Minimum Guaranteed Download Speed' process

https://www.virginmedia.com/legal/speed-policy

https://www.virginmedia.com/broadband/speeds

(applies to speeds to the hub, not wi-fi)

For a total loss of service, the auto-comp scheme applies

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

I can offer you some advice.

I'd recommend you take a look at the following Virgin Media articles:

• https://my.virginmedia.com/discover/broadband/your-broadband/stay-fast/connect-smarter/
• https://www.virginmedia.com/help/how-to/broadband/slow-internet

You can also take a look at Virgin Media Status to see if there's any network issues in your area.