Forum Discussion

qual's avatar
qual
On our wavelength
2 years ago

Consistent high ping and packet loss.

For the last couple of months I have been having high ping and high packet loss AGAIN on ethernet connection. I use the internet for gaming, streamer and for work (which is a problem right now). I pay for 250 download and im not even sure about upload, but there is never a problem with the speeds. I try to use twitter to get help but Im just asked the most basic questions like have you restarted the router... I try whatsapp but it takes 3 working days for an agent to actually speak to you. I tried calling but the person I spoke to says there is nobody in the office above first line at the moment so I gave up there too, so I guess this is my final chance. Attached is a BQM of today (02 11 2023). Completely unusable internet. I've tried restarting router, resetting it. I've tried different ethernet cables. Even the logs apparently state that the router is having issues communicating with the ISP. I've had 4 techs sent to my house, as you can see nothing helped. I'm paying £92 a month for this, so what do I do? This is my second post so if i have missed off some information then I apologies, many thanks.

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 years ago

    Hi qual 

    Welcome back to the community forums. 

    Sorry to hear of your service concerns. I have checked the systems at our side and can see that there is an area outage at this time. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

     

    The current estimated fix time is 10th November 2023 at 14:35. 

     

    Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.

     

    Please do let us know if you're having any further issues after this time and we can check for any updates or assist further if needed. 

    • qual's avatar
      qual
      On our wavelength
      2 years ago

      Right, so not only does the outage in my area not matter, because i have this problem when there is no outage, but it is now the 13th and to NO SURPRISE, im still having the same issues, so can someone finally look into it and do something about it?

      • Nathan_B's avatar
        Nathan_B
        Forum Team
        2 years ago

        Thanks for coming back to us qual 😊 Sorry that the issue is still occurring, I can certainly understand that this is frustrating.

        I've checked our system and it does look like the estimated fix time for this SNR issue has been extended to 14:35 on 15th November. The times can change depending on the complexity of the issue.

        Apologies for any inconvenience this has caused, let us know if you need any further updates. We're always happy to help.

        Regards

        Nathan

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    I'm just following this to see if I can guess the next estimated fix date. Based on the previous dates, I'm going for 14.35 on 29th November.

    You haven't had much positive news here @qual, but at least you've been given some advice to show you how to make a payment. I'm sure that will reassure you. 😞

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    The postcode checker is usually correct, but the lack of a report there, the varnishing fix time and a BQM that looks more like over-subscription makes me wonder what is really going on.

    Can you post a live link to the BQM? 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Your BQM shows that VM has signed up some very busy neighbours that you are sharing the local infrastructure with.  The total dropouts are very brief, but the very long delays are going to have a similar effect.  Assuming that there is no fault with the Hub, I don't think there is much you can do about this apart from demand that VM puts in more capacity.  Or look for another provider. 

    • qual's avatar
      qual
      On our wavelength
      2 years ago

      Yeah they are sending people to my area weekly to "fix" stuff but it never works. I have had this problem for years now, unironically years. Sadly there is nobody to switch to in my area or I would have done 

    • qual's avatar
      qual
      On our wavelength
      2 years ago

      To be honest my ping and packet loss has been a lot less which is nice, however my internet is disconnecting periodically throughout the day at least 20 + times, so far since this morning I think im on 10 times. So maybe a staff member could offer some insight :))

  • qual's avatar
    qual
    On our wavelength
    2 years ago

    3 weeks later and still having issues and no staff member gives enough of a fk to even say anything LMAO

  • qual's avatar
    qual
    On our wavelength
    2 years ago

    oh look its the 24th and still no reply but still having issues

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Hi Qual, have you started the formal complaints process? See the webform here: https://www.virginmedia.com/help/complaints

    You should always start the formal complaints process as soon as possible so you can escalate it to the Ombudsman, which requires you to give Virgin 8 weeks from starting your complaint. I suggest that you focus on building up your evidence in a word doc, date by date, logs, screenshots, etc.

    • qual's avatar
      qual
      On our wavelength
      2 years ago

      I will work on that, I have a lot of things saved up already.

  • qual's avatar
    qual
    On our wavelength
    2 years ago

    Also don't ever try to reach out to VM on twitter because oh my god are they all useless and do as little as possible to feed you BS that offers 0 help, its honestly insane. I call up, I get a first line that wont let me talk to someone else. I use twitter I get basically useless bot replies. I post on forums and I get ghosted for 8 days and counting. I use whatsapp and I get put into a 4 hour queue. Its honestly unbelievable how useless this company is.

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Yeah honestly it seems like all the "support" stuff is just designed to wear you down and waste your time. They're not interested in resolving the issues with their service, they just want to argue and deny that there's a problem.