Issues as a new customer
Hi,
I recently switched to Virgin Media as my broadband provider. From the beginning, the connection has been unreliable. I initially hoped that being a new installation this would be a temporary issue, but it has been consistently poor from the connection date to the present.
The general description of the issue is that apps, websites and media interrmittently fail to load or partially load. Most of the time, services using the broadband work and some are more affected than others for whatever reason. My partner is repeatedly getting kicked out of conference calls due to the connection (with increased frequency if I am doing something data-intensive, but still occurring if I am not using it at all).
All of the help topics seem to centre around turning the hub on and off, which has no effect on the problem. I spoke to web chat, they tested the line, their test found no issues and could not offer any further assistance as they do not have remote access to the version 5 hub.
As the web chat agent could not help any further, they suggested I call 0800 124 4876 and get help from it. This was no help, it was an automated service telling me to reset the hub once again. The web chat did manage to arrange an engineer to visit after I told them the number was unhelpful.
The engineer tested the line and did not find parameters to be outside of normal ranges I believe. Inspection of the outside fibre installation showed that the cable had been bent beyond the cables tolerable bending allowance, so the engineer eased the bend in the cable and left, both of us hoping the issue had been addressed.
Unfortunately, 2 weeks later the issue has not changed much, maybe a marginal improvement after having adjusted the cable. Being an intermittent fault it can be difficult to demonstrate its effect and apparently identify it through standard line testing as well. What I can say for sure is I didn't have this issue with my BT open-reach service. The connection is unreliable across different devices, apps and websites, I currently have a more reliable data connection on my phone than my home broadband.
Is there anyone on here that can suggest the next course of action for me to take? Any help would be appreciated.
Thanks,
Matthew