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GettingTired's avatar
GettingTired
Joining in
3 months ago

Awful upload/stability for almost a year now

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.

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  • GettingTired's avatar
    GettingTired
    Joining in
    3 months ago

    Have replied to this thread a few times. But Virgin appear to be not allowing my posts for whatever reason.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 months ago

    Hmmm upload speed shows no high latency

    Are you using modem mode or router mode?

    Get Linux Mint boot off a USB without installing to do a speed test.

    Home - Linux Mint

    • GettingTired's avatar
      GettingTired
      Joining in
      3 months ago

      Tried both Router and Modem mode, no difference.
      I'm not booting Linux to do a speedtest, used multiple different sites (Ookla, Samknows, Google) on multiple different devices, both wired and wireless and same result every time.
      I've got the BQM running, showing an immediate spike in packet loss, but has only been going for an hour so will have to update tomorrow.



    • GettingTired's avatar
      GettingTired
      Joining in
      3 months ago

      Have tried running the router in both router and modem mode, makes no difference.

      I'm not running linux to do a speed test, tested on multiple different devices, multiple different speed test providers (ookla/Samknows/google), both wired and wireless, results always show the correct download speed but miniscule upload. 

      Have got the broadband quality checker running, screenshot posted, only been going an hour. Will update tomorrow.

       

    • GettingTired's avatar
      GettingTired
      Joining in
      3 months ago

      [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.