Just joined Virgin Media but 3 days in and problems.
Hello,
I just joined your broadband fibre internet package M125 (good offer with £100 credit applied) and the speed has been fine the first few days around 132mbps.
[Mod Edit: Images/personal info removed]
However, this morning it dropped to around 8mbps. I do a couple of speed tests to confirm (see pics). I also have the virgin media app and i ran the speed test on that ...and very strangely enough it ran at the same high speed as if there were no problems (ie 132mbps). I tested at least 3 different speed tests, and all were around 7 or 8mbps except for the Virgin media one which was producing odd results.
Anyway, i know these things happen no biggie and speed will hopefully go back to normal in a few hours. My issue is this...when i check for issues in my area which could be causing this the virginmedia app reports that yes there are broadband issues in my area and it won't be properly fixed until 7th January 2026.
So this is an issue for me. Will you be compensating customers for these issues until the 7th January? i understand there is a minimum speed guarantee and you are part of the ofcom automatic compensation scheme (though i think that just qualifies if you have total loss of service completely).
This is me just reporting this issue as i understand you have to report to be eligible. I tried phoning your service (0345 454 1111) but it wasnt letting me speak to a person to report it and it just acknowledges there is an issue in your area and check for updates.
edit: it has just went back up to my normal speed great. However my concern is this speed slowdown will be happening intermittedly over the holiday period until the 7th January. I will watch it for the next few days and hopefully it will be ok ( i have 14 days from beginning of contract to exit without penalty as i understand it)
thanks
