I have been with Virgin for about 5 years now. Had the occasional issue that got solved relatively quickly so was happy. I used to get 1000+Mbps Download and around 60-80Mbps Upload, with very stable connection. HOWEVER, since January this year my connection has been GODAWFUL. I stream to Twitch 3 times a week and even after having to turn down my OBS upload settings to 4Mbps, I regularly struggle to maintain this speed and have multiple complete dropouts per stream. Virgin have been pretty much useless. 5 Engineer visits and 2 cable repulls later, the engineers all seem to agree that it's a problem for the mythical "Network team" who appear to reside in an alternate dimension with no communication abilities, no idea of timeframes, no idea of what is causing a problem, and no solution to a problem that has been happening for 6 months. I complained to the Ombudsman, who were super unhelpful. They basically said that because Virgin had "attempted" to fix the issue, there was nothing they could do. So Virgin's "resolution" was to offer me £300 or kindly waive the disconnection/contract cancellation fee.This was back in July, and my internet is just as terrible. If I had ANY alternative supplier who could offer me stable upload speed I would be long gone, am staying with Virgin until I move, and if another capable provider pops up in the mean time, I will be moving immediately.If there is anyone on here actually capable of escalating this longstanding issue to the appropriate team, and actually fixing the issue. That would be fantastic. Previous experiences leave me with little hope sadly.

Hi GettingTired The message should appear when you click on the envelope, however the forum has a few problems. One of which is termed, "the disappearing inbox"I have issues seeing PM's/DM's in my inbox. It appears to be empty even though it isn't.There is a workaround for the disappearing inbox - I eventually manage to get mine to appear by typing two letters such usually er into the search box, (although if I also type in re it actually shows some additional emails) and then clicking on the Settings icon in that section, and then Show Unread Only. It doesn't always work so I end up clicking on all the settings dropdowns in that section, and also on Inbox, Sent and Muted, until something works.And then fingers, eyes and legs crossed, a list of your private messages (DM's) should then hopefully appear.

so your on the 1Gb? this by wire Ethernet?setup BQMBroadband Quality Monitor | thinkbroadbandpost what speed you get from Speedtest by Ookla - The Global Broadband Speed Testif your not getting your full upload speed you may see a high latency.

[MOD - Image removed due to IP address] Wired Ethernet, had multiple engineers visit between Jan/Feb of this year. Had 2 cable repulls and brand new routers/ethernet cables. All Engineers confirmed the issue is nothing to do with my equipment or setup. All promised to pass issue on to network team. Each engineer gave me their number and promised to update me. Gave them a weeks grace before texting them each time, no replies or follow-up. Went to the ombudsman thinking that would give Virgin a nudge to actually look at the problem and fix it.... Nope, its nearly December now and if anything my service is worse than ever. Put in 2 complaints through the website recently, and absolutely no answer, no email response to say its been received/being looked at. Just awful service.

Hmmm upload speed shows no high latencyAre you using modem mode or router mode?Get Linux Mint boot off a USB without installing to do a speed test.Home - Linux Mint

Awful upload/stability for almost a year now | Virgin Media Community

39 Replies

GettingTired
Joining in
24 days ago
GettingTired
Joining in
23 days ago
Update on BQM
- Matthew_ML
  Forum Team
  20 days ago
  Hey GettingTired, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your connection issues.
  
  We can see you've spoke to the team since this post did they manage to help at all?
  - GettingTired
    Joining in
    20 days ago
    I haven't spoke to anyone from "the team" as far as I'm aware. Just forum members. According to this website I have a message in my inbox but when I go to my inbox there's nothing there.
legacy1
Alessandro Volta
23 days ago
Samknows packet loss not doing its thing VM might as well remove it.
Seems odd your BQM is not showing how bad the connection is.
give this a go and see if 1Mb show some loss then up it see what side packet loss is happening on
Continuous internet speed test tool
- GettingTired
  Joining in
  20 days ago
  So the engineer came. Did his tests. Said there was an issue with SNR, called someone from the network team (who seemed taken aback when the engineer told him the problems have been happening since January) who couldn't give a timeframe on when it would be dealt with. Engineer left me with his number and told me to contact him if it doesn't get any better and he'll chase it up.
  
  Well thats happened twice before, back in February. I really don't hold out any hope, but I'll be calling him on monday to tell him that if anything, the internet is now worse than before. I'll post the BQM from today in the next message.
  - GettingTired
    Joining in
    20 days ago
    BQM results.
GettingTired
Joining in
16 days ago
Exactly the same response from Virgin as back in January. They send an engineer, he says its a networking issue. Got a text from engineer on Friday:
"Spoke to "name redacted" from networking team, he said he can see the job in the queue but they have to wait for this new system to assign it, so they definitely have it, he said he doesn't know when it'll be assigned but he will update me when it does, sorry about this mate"
And my internet is now (as you can see from my latest BQM posted today, the worst its ever been. Constant dropped packets and complete disconnects, with godawful upload speed. Cannot maintain an upload speed of 3Mbps when streaming to twitch.
GettingTired
Joining in
13 days ago
Recieved multiple texts saying an Engineer is due to visit today between 4pm and 7pm. Technically still an hour to go, but when I go to "My Account" it says this.

I really hope this isn't the case. Because I was already angry.
- GettingTired
  Joining in
  13 days ago
  I can't believe how awful this service is. After posting the above screenshot, I messaged the staff member who has been "dealing" with my case (Ayisha_B) and asked why it says no engineer is booked. They told me:
  "Hello, the visit has been booked between 4 pm - 7pm so can be anytime. "
  To which I replied:
  "Ok but did you see my screenshot that says "There is no engineer booked". Can you confirm it is still booked please."
  
  I then receive a phonecall from Virgin apologising that the engineer is not going to come today and they need to rebook it for the 9th.......
  
  First of all, if you had read the very first post I made. It very clearly explained that multiple engineers have visited the property since January, I have had 2 cable repulls which didn't solve the issue, the last engineer who came in February told me that only the fabled "Network Team" can solve the issue, but OF COURSE there is no way for me to actually speak to them, or ANYBODY that can ACTUALLY RELAY THE MESSAGE TO THE CORRECT TEAM AND GET THE PROBLEM FIXED.
  
  The post I made here was very blunt: "If there is anyone on here actually capable of escalating this longstanding issue to the appropriate team, and actually fixing the issue. That would be fantastic. Previous experiences leave me with little hope sadly."
  
  So what happens? They DON'T contact the Network team, they send a normal engineer again, who tells me the exact same thing as the last ones who were here in February "Oh we are aware of the job, we just need to wait for THE SYSTEM to assign the job to someone"
  What system? Is there some Alien AI system in place that nobody understands? Do the people in the Networking team not have the ability to actually influence THE SYSTEM in any way? What is the point of a system that just ignores jobs that have needed doing for almost a year?
  It seems like this system is not fit for purpose. Unless the purpose is to ignore any issues that are more complex than "replacing equipment and cables" and just fob paying customers off.
  JANUARY this issue started......
  I will be including all this information when I put in my next ombudsman complaint, and will be seeking a substantial refund from february til now.
  This is an absolute joke at this point and Virgin should be embarrased. I feel like an absolute clown for believing Virgin would fix anything.
  - GettingTired
    Joining in
    12 days ago
    Little update:
    Engineer didn't turn up. Rebooked for the 9th. Joy. Still disconnecting constantly throughout the day. Still awful upload speed.