Virgin Media Community

[justwantitfixed]

Over the last week or two I have started suffering very high packet loss and high pings

I run the test and it says there is an issue in my area but doesn't say what or why

Nothing has physically changed here in over a year so its not my doing

When is this issue going to be sorted as the service is unusable as it stands now

Regards

edit. before you ask everything is hard wired, box has been reset, and again nothing has changed 

edit2. its slow as hell just browsing this forum

I've done one of these so you can see

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db7c37ee20b950ed14aaaf517508537a77...

Please get this sorted, i don't like to pay for an unusable service

[Richw1982]

Unfortunately technology goes wrong eventually.  99% of SNR and Errors in the network will be caused in a customers house.  So in an area on average if there 300+ customers it will take time to find and fix the one address that's probably causing it.  I'm sure they are working hard to fix it though

[justwantitfixed]

thanks for the reply but it doesn't help

it would be nice if they would acknowledge the fault

or I could somehow contact someone about it

or they would give info on a fix date (although reading everyone else's experience those date are purely fictional and meaningless)

virgin seem great as long as you have no issues, it is only when you they become not so great

[justwantitfixed]

how do i contact virgin about cancelling and getting out of the contract as this is getting painful to use and pretty useless for my needs

any advice anyone

[Serena_C]

Hi @justwantitfixed

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding the packet loss and high ping you are currently experiencing.

I've taken a look at your account and can see that your services are currently being impacted by an SNR outage. We have identified the problem and an engineer is working to fix it.

The estimated fix time is currently 18.00pm today.

Apologies for the disruption to your service,

Best wishes,

Serena