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Thering1975's avatar
Thering1975
Tuning in
2 months ago

DOnt Bother switching if you are in the SL6 Area

I joined Virgin In February this year and i am glad i only have another 6 months to go, i should have listened to those in the area who said the service was shocking.

To say i have had more outages and issues in these past 6 months than i did with BT for over 15 years is an understatement.

Once again i am sitting here with no internet, which has once again just died. Service page shows intermittent issues which is seriously humorous.

Last 2 weeks i have had to book an engineer as upload speeds were less than 1mb and downloads only 80mbps, jitter was all over the place and ping spiking as well, but according to Virgin " No Issues were found" Then after a day of this undertook live chat which is also a joke as their AI does not mention Broadband but WIFI all the time, try telling AI that they are not the same thing! Hey AI i have a problem with no Internet " Is your wifi down" Nope AI Wifi is up Broadband is down "So you have a problem with your WIFI?" Nope AI they are not the same thing.

Anyways i set the advisor straight so we could cut the script stuff to explain i have an openspeedtest docker running on my LAN and that i can get nearly 2.4GBPS wifi via my phone and the wifi 7 router i run, so we can rule out WIFI and 3rd party Device.

I also explained i run a speedtest tracker docker container which tracks  the metrics of the line inc speed up and down ping jitter etc and logs this test every hour for a month and that is hard wired not wireless so i can prove the issue.

Anyways all of a sudden the service page is updated and there's a local fault. Excellent i thought service resumed which it was.

Now exactly 1 week later he we are again total loss of service.

However i do like silver linings, my neighbour downstairs who was also with Virgin but had enough and switched to a fibre to the premise provider, on the day of the install i spoke to the engineers digging the driveway up to lay the cable and mentioned i will be switching soon and asked if they could lay the 2nd cable connection at the same time, for which they obliged, so thankfully i have a 2.5gbps FTTP cable looped up ready for it to be installed when my contract ends and i can put Virgin in the distant memories of my mind, so yes if you are in SL6 area and like no end of signal issues and total loss of service join Virgin otherwise if you value your sanity switch to anyone else.

8 Replies

  • And just one day later there is another known outage in SL6 lol its getting quite humorous at this point. My UDR router notified me about an hour ago so after a long day at work I can now just stare at the walls lol

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team

      Hi Thering1975 👋.

      Thanks for reaching out to us, sorry to hear of the issues that you have been facing with the service in your area. can we ask since your post are you still facing Issues or have they since been resolved. Please let us know.  

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    It's good to hear a story on here with such a happy ending. :) 

  • Indeed a week later and once again at 4pm the internet is again down no service at all, least this time the service status page states the area is affected again so that 3 weeks in a row with loss of service

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey Thering1975, thank you for reaching out and we are so sorry to hear you are having some issues with an outage.

      We understand this is really frustrating.

      An SNR (Signal to Noise Ratio) outage with Virgin Media means there's interference with your broadband signal, likely caused by noise. This can affect the entire area and may result in slow or unreliable internet, or even complete loss of service.  The network team will work to identify and resolve the source of the noise, which could be related to customer equipment, third-party devices, or issues with the network infrastructure

  • Indeed there was an outage in the whole area. Howevermy frustration is this. I have had more outages and issues in 6 months than i did with my previous supplier who i was with for over 15 Years.

    This month i have lost service 3 weeks in a row, with last weeks being over 24 hours.

    Whats funny is your service checker for example, MY speedtest server which runs a test against the fastest closest server has been pinging me telegram messages all day as the speed is again borked. Currently on a line which has been running 360Mb down and 36 up, is currently sitting at 40Mb donw and 10 MBor so up.

    And no it is not customer related equipment in this case as i will always rule that out first and the router im running is prosumer and not the rubbish ISP's provide.

    For example here is the current Service Status from Virgin web page:

    And here is the screenshot of the speedtests today:

    So as you can see all day it is stuck at these speeds with high pings

    Lets take a look at Jitter and Ping for today

     

    Now lets see the whole Month and how unreliable the network is

    As you can see it can achieve high speeds but is now stuck down in the 40Mbps region for 2 days and after a reboot also.

    And here is the ping  / jitter for the month

    So again how does the service status say there no issue when it is apparent there is

    Thankfully i had heard about this kind of response to issues before i signed up and yep i took a leap of faith knowing one day i would be writing this message, so thats why i have trackers constantly recording so i have the evidence i may require one day

    But i know there will be those who say speed tests are not reliable etc etc so lets take a look at the Logs my Unifi dream machine is recording for Virgin Network performance

    Full transparency however a couple of the Outages will be where i have rebooted the modem as good practice after a service issue.

    So yes i still stand by the fact that in the SL6 area there have been no end of issues this last month, and again im just likely that i only have several months less and a FTTP link all ready to be installed.

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team

      Thanks for coming back to us Thering1975.

      Do please keep us updated with any further issues experienced with our services and please keep tabs on our online platforms to review any local area outages being reported.

      Hopefully any previous issues experienced are now fixed for the long term and the service will remain stable for all users in your local area.

      Thanks,

      David_Bn