Unresolved High Latency - Terrible customer service.
Hello,
Im a customer of roughly 10 years+ and I’m experiencing ongoing broadband performance issues with Virgin Media since January 2025, including high latency, packet loss, and inconsistent speeds across both wired and wireless devices. This has made basic internet use — like streaming, using virtual desktops, or even signing into websites — extremely unreliable.
Despite:
• 3 engineer visits
• A new router
• Countless phone calls and promises
…the issue is still unresolved.
Third-Party Diagnostics:
I had a third-party company run diagnostics, including a traceroute. Their analysis showed:
• Data travels smoothly until reaching Virgin Media’s Luton data centre
• From there, it appears to hit a problem with overloaded infrastructure or routing before reaching my home.
• The traceroute could not even complete beyond Luton, indicating serious issues in the Virgin Media network itself
They confirmed that the fault appears to lie within Virgin’s internal routing and node load balancing, and not with anything in my home setup.
Complaint Handling Issues:
This has been escalated through Virgin Media’s complaint process — but their handling of the complaint raises serious concerns:
• A manager promised I could send in my diagnostic evidence via email — but never followed up
• Another manager claimed engineers could “re-route” data to avoid congestion — this never happened
• Virgin Media has closed my complaint without my consent, even though it remains unresolved
• They have told me to wait up to 28 days for a deadlock letter, preventing me from escalating the issue to the Communications Ombudsman
• They promised the 3rd engineer could re-route data, but he didn't
Ofcom General Condition Violations:
This handling may constitute a breach of the Ofcom General Conditions of Entitlement, including:
• GC C4.5: A provider must not close a complaint unless the customer agrees it is resolved or they issue a deadlock letter
• GC C4.8: Providers must not unduly delay issuing a deadlock letter
• GC C4.1–4.4: Sets expectations for fair, accessible, and efficient complaint handling
Additional Issues:
• The Virgin Media website and app often fail to load, meaning I can’t manage my account or track the complaint properly
• Some sites won’t even load until I refresh several times, High ping, Buffering and Low Quality Streaming
• I’ve seen others on this forum and elsewhere with similar unresolved latency and routing issues
I am in the process of escalating to the Communication Ombudsman since VM want to issue an unnecessary and long 28 day wait for a deadlock letter and the issue is obviously unresolved and at a deadlock with managers contradicting each other.
I just want my normal internet service back.
