Forum Discussion

rishp's avatar
rishp
Just joined
5 days ago

New customer and not impressed.

I just moved over from Sky (18 years) and I’m utterly shocked at the terrible broadband reliability of Virgin Media. My area is 21 and since my activation 3 weeks ago it’s been nothing but intermittent speed issues.

Since activation, my area was flagged as having an issue by the Virgin Media service checker and yesterday evening I received a SMS saying area issue is resolved. I ran a few speeds tests shortly after and speeds were showing stable.

This morning however it all went to crap, no broadband no TV. I can’t do any work and getting through to support is impossible via phone or web chat. I’m at my wits end with this incompetence and literally feel like ripping the hub from the wall!! 

I honestly think my area is over subscribed and not sure what Virgin Media can do about it.

Broadband
slow

5 Replies

  • rishp's avatar
    rishp
    Just joined
    5 days ago

    UPDATE 1:

    Got through to a support agent over phone. He was determined that I perform a hub factory reset to fix my problem. I challenged his logic but gave up trying to explain. Performing hub factory reset did nothing, same issue persists. He advised an engineer will be called out to investigate.

    UPDATE 2:

    Virgin Media service checker is now showing a fault in my area. ETA for fix is 3 days but the previous area fault took over 3 weeks to show resolved so here I go again; paying for an intermittent service that has never been 100% since activation!!

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      5 days ago

      Welcome to Virginmedia service :(

      VM won't send a technician to you if there is an area fault.

      You will be entitled to compensation for total loss of service after the first two days, but this won't usually apply if you get some intermittent or poor service. You'd have to argue for that.  

        https://www.virginmedia.com/help/automatic-compensation

       https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

       

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 days ago

      Thanks for reaching out to us rishp, and a very warm welcome to our Community Forums!

      We're sorry to hear of the poor start you have endured with our services thus far and hope that this is not a long term issue, with you seeing the value of our services.

      Sadly it does a appear that there is an SNR issue in your local area currently, with the estimated fix showing as 12:40pm today.

      We sincerely apologise for any frustration or inconvenience this may cause and assure you that our team will do all within their power to have this resolved for all effected users as soon as possible.

      Feel free to report back to us beyond this time frame, if the issue is ongoing.

      Thanks,

      David_Bn

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 days ago

    If you are in one of the traditional cable areas using copper coaxial cables then you are using DOCSIS internet. This is an entirely radio based system that is susceptible to noise interference (SNR = Signal-to-Noise Ratio) from outside the cabling, particularly if a neighbour has made unauthorised modifications to VMs cabling on their property. It takes some time for VM to trace noise faults due to the sheer number of lines that have to be tested to find the culprit, as noise ingress can disrupt an entire network segment (up to around 2000 customers).

    The second point is don't bother quoting area codes. These are billing related codes & represent the many former cable companies whose infrastructure VM has inherited. Area 21 simply means ex-NTL cable franchise areas. These include Brighton, Reading, Cambridge, Coventry, Watford, Swindon, to name a few. So quoting them as a geographic location is pointless.