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sowilo's avatar
sowilo
Tuning in
2 years ago

NW6 - extremely slow upload

I've been experiencing extremely slow upload speed (sub-1mbps) on and off this month. The status page reports an issue in the area but the fix date keeps getting pushed, it's been extended at least 3 times so far. I subscribed to be notified of updates on this issue but I'm not receiving any notifications. Is this being worked on at all or someone's just kicking the can down the road and updating the expected fix date when the previously set one is reached? The lack of information and communication on issues has been a consistent problem with Virgin Media whenever something like this happens. As a customer you never know how long you'll be affected by a problem which is very frustrating.

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

    Thanks for reaching out to us sowilo, and welcome back to our Community Forums!

    Sorry to hear of the issues you've been experiencing with the services, in particular with the upload speeds on the broadband connection.

    Looking into the local area, sadly there appears to be an open area outage that is estimated to be resolved at 17:00 today.

    We apologise for any inconvenience this has caused, and advise that our team will do all within their power to have this resolved as soon as possible for all effected users.

    To keep updated with this outage, and future area faults, check out our Service Status Checker or call our Service Status Line 0800 561 0061 

    Thanks,

    David_Bn

  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    Hi,

    I've been experiencing very slow upload and download speeds (especially upload) once again this month - on and off but particularly during the daytime hours (I'm on the 500 mbps plan and use a wired connection primarily). Called the service status line and there aren't any issues reported. How do I report an issue? Calling the support line usually involves them asking me to check my cabling is tight etc. so it seems pointless. The service status checker website shows the following message after a test: "Looks like there’s an issue affecting the broadband service in your home", with no planned work in my area. It gives me the option to book an engineer to visit, but I'm not sure if that's necessary since from past experience they usually come in and confirm that everything is OK at home, and the issue is somewhere outside. So back to the original question, how do I notify Virgin Media that there's an issue so it gets on the radar for a fix? These issues consistently seem to come up more often in the summer months BTW, don't know if there's any correlation there but just something I've noticed.

    Thanks

  • MasterOfArts1's avatar
    MasterOfArts1
    On our wavelength
    10 months ago

    Hello,

    The only way you will get very decent upload speeds is if you purchase a FTTP service 👍

    Generally both upload & download speeds will closely match each other on FTTP.

    • sowilo's avatar
      sowilo
      Tuning in
      10 months ago

      That's not what this is about. This is not a generic complaint about Virgin Media's upload speed being slow, I'm aware that most plans have asymetrical download vs upload. That's fine and is as advertised.
      The issues is that the speed is way below normal. Normally I get about 50 mbps of upload on my plan - as you can see in the screenshot in my previous post, the speed falls down to less than 5 mbps, sometimes even less than 1 mbps. And download is down from ~500 to ~20. This is a drastic drop in speed and clearly a problem. It's been happening in my area on and off for a few years now (not saying the individual cases over that time have been related but the manifestation is the same). When the service is good, the speed is fine, and I have no issue with the speed then.

  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    Getting less than 1 mbps this morning, can't even do a simple Microsoft Teams call without turning off the video and getting audio delay. I've called the support number and got a technician's visit booked for tomorrow as per their suggestion.

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      10 months ago

      Hi Sowilo,

      Thanks for coming back about this slow speed issue you've been dealing with, sorry it's caused so much frustration for you!

      I can see on our side that you may have managed to get it sorted recently, could you give us an update on the situation now please?

      Thanks,

      Meg

  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    Hi,

    A technician came in, swapped one part the was at the entrance point because apparently it was old, and also swapped the hub (from 3 to 5). The connection was fine for 2 days, and now I have an even worse problem where I lose connectivity completely multiple times a day. This has been going on for 4 days and I have another technician visit booked for tomorrow.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      10 months ago

      Sorry to hear this was not resolved for you with the first engineer visit sowilo 

      Please do let us know should you have any further issues now since the second engineer visit and we'll assist here if needed. 

      • sowilo's avatar
        sowilo
        Tuning in
        10 months ago

        The second technician happened to visit at a point when the connection was fine, so he plugged the coax cable into the device they use for checking the signal and confirmed the signal was OK. So the visit was pointless. The problems resumed the next morning, I called again and the support agent I spoke to asked me to run a test with SamKnows RealSpeed and he said what he saw on his end did not look good at all so he booked another visit for today between 8 and 12, so I'm waiting for that technician to show up, although it seems pointless at this stage. I hope they at least bother to check the state of things outside. My connection is fine right now but after the experience over the past month that doesn't inspire any confidence and seems more like a roll of the dice. Ironically I wish I had issues right now so at least it happens during the visit.

  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    I can't even run a speed test today, it either fails to start at all or starts but fails at the upload stage. And that's during the small windows when I actually have connectivity at all. I had to re-try several times to even post this message.

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      10 months ago

      Hi sowilo,

      I've checked over things on our systems and I can't detect a fault currently. Are the issues ongoing today? If so, is your wired connection impacted too, or just wireless/Wi-Fi?

      Thanks,
       

      • sowilo's avatar
        sowilo
        Tuning in
        10 months ago

        Hi, absolutely, it's been happening all afternoon and my main PC is always wired, it's definitely not a Wi-Fi issue. I called support again today and they're sending me a replacement hub. I don't know if swapping it makes much sense considering I just got this one two weeks ago. 😑

  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    The connectivity drops continue happening fifty times a day every day with no sign of this absurdity coming to an end. 😠


  • sowilo's avatar
    sowilo
    Tuning in
    10 months ago

    This is as of a minute ago when I was lucky enough to be online. But I do lose connectivity regularly throughout the day with varying duration.

  • sowilo's avatar
    sowilo
    Tuning in
    9 months ago

    I had no problems yesterday and my hopes were up, alas, I've been mostly offline for the past hour this morning.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      9 months ago

      Hi sowilo, thank you for your response.

      In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel