Gaming issues and packet loss

[Muradkhan_]

So I’ve been a virgin media customer for about 6 months now and everything has been fine. 
On Friday 29th they carried out some works around my area and since then I’ve struggled to play online due to packet loss and it’s been unbearable. I’m paying £62 a month and this is the quality? Normally after the works are done they also text saying it’s done but I hadn’t received that either. I wasn’t told how long these works plan to go on for. The speeds are fine when I check on the apps but it’s a complete different issue when I try to play.

[John_GS]

Hi @Muradkhan_

Thanks for posting and welcome to the community. 

Sorry to hear of the issues when gaming. I have done a system check and can see you've got a tech visit booked in for this which can be viewed in your online account - virg.in/myVM - and also ordered a WiFi Pod. When you receive it, please follow this link - https://www.virginmedia.com/help/broadband/set-up-intelligent-wifi 

There will be no charge for this tech visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment