Virgin landline unreliability central Brighton area

[GBV156]

What is happening in the central Brighton area that causes Virgin landlines to become dead for several hours every few weeks? This has now been happening for months.

The Service Status page on Virgin's website always claims that there are no faults in my postcode, but when I call Virgin's number there is always a recorded message that the fault is known, and an engineer is working on it. If this is so, why isn't the fault recorded on the Service Status page?

[John_GS]

Hi GBV156

Thanks for posting and welcome to the community.

I am sorry for the phone line issue. You were affected by a fault on the landline. F010241781 - is the fault number. This is now fixed so I hope everything is sorted for you. Do keep us posted if you need further assistance.

Best wishes,

[GBV156]

Hi John,

Well, this time - one week later - it's the broadband.

I'm currently getting download speeds of between 1 and 3 Mb/s on all devices, despite having turned the Superhub off and back on. (I can provide screenshots of independent tests.)

This would seem to be well short of the 250 Mb/s I should be expecting with the M250 package.

Needless to say, the Virgin website again states there are no issues in my postcode area.

I have been with Virgin from the very beginning, (as my NTL email address would imply), and throughout the Branson-era, faults with TV, Broadband, or landlines were rare indeed.

It is now seemingly becoming increasingly commonplace, which is disappointing.

[Ilyas_Y]

Hey @GBV156 thanks for the reply on the Virgin Media forums.

I'm sorry to hear about the issues that are now affecting the broadband service.
I will look in to this for you and assist further.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @GBV156, thanks for speaking with us today.

I'm glad we have set up the arrangements in-order to get this matter resolved.
As mentioned, we will follow up post appointment to see how everything is.

Kind regards,
Ilyas.

[GBV156]

Thank you for that.

This afternoon (15/11), my download speed was very good - up to 240/260mb/s. This evening it is averaging 1mb/s, and hit a low of 0.45mb/s a few minutes ago !! So, hopefully, the cause of this erratic performance can be detected tomorrow.

Thanks again for your assistance.

[Ilyas_Y]

Thanks for the update @GBV156.

That is quite strange as how it's dropping so fast.
I am certain that this is an intermittent speeds issue - but I had no idea it was fluctuating between such a vast amount.
Let's see how it goes with the technician and see how they resolve the matter 🙂

Kind regards,
Ilyas.

[GBV156]

Hi again,

The technician arrived today, and did some work on the connection, including replacing a corroded component in the outside box.

Initially speeds were great during this afternoon, with download speeds averaging around 270mb/s each time I checked. 

But I noticed just now (6pm) that things had noticeably changed, and the speed detector now shows a download speed of 0.33 mb/s and upload speed of 9.67 mb/s. I have retested several times, and it gives similar results each time. I have taken a screen shot of the tests in case you need to see it.

Nothing has changed regarding the equipment/software I am using, although there is now torrential rain. I mention this in case something outside may be getting soaked. I have noticed that this broadband problem ties in with recent continuous rainfall..

[Ilyas_Y]

Hi there @GBV156 thanks for the update.

I'm sorry to see this happen 😞 Especially post engineer appointment!
May I ask how the connection has been today? Is it still the same.
Are you able to run wired speed tests via Ookla or Speedtest.net ?
If so I will get this escalated.

Kind regards,
Ilyas.

[GBV156]

Hi,

Today (17/11), speeds have been consistently very good indeed - with a range between 240mb/s and 280mb/s, and occasionally well over 300mb/s.

I've been using broadbandspeedchecker.co.uk, but I have just tested with speedtest.net, and the results are the same - excellent.

I will continue to monitor the situation, and see if there is any common denominator, such as time of day, or heavy rainfall, to see if there are common factors when the speed drops so dramatically.

Thanks again!