Broadband in SE1

[Markr210]

Since we have been with virgin in SE1 near the start of the year we have only had a few weeks of consistently reliable broadband. 

Today again we have no broadband and the message online states that there is a further issue in the area and we won't have broadband back until the 1st of November, though the estimates on fix times have been off pretty much every time and no permanent fix is ever found. 

I am not able to get anywhere on the phone and myself and my partner are finding it more and more difficult to work around the ongoing broadband issues in the area. 

Is there any more information that I can get on what the issue is and when it will actually be fixed for good? We are behind frustrated with both the broadband situation as well as the lack of customer service provided. 

Thanks

[Carley_S]

Hi @Markr210 

Welcome to the community forums

Sorry to hear that you're currently experiencing an area issue that's affecting your services. 

On the systems on our side, we can see that the area issue is still ongoing and the estimated fix time is 4/11/24 at 9 am. This can change as these times are only estimated, so if additional work is required then this may be extended, or completed sooner if the team have been able to resolve the issue. 

The area issue is what is known as an SNR (Signal noise ratio). This means that something is causing an interference on the network and this can be an array of many things, including customer's equipment when it's not correctly secured into their cabling. This is why we ask that these are checked in most troubleshooting checks. SNR issues are also intermittent so can be quite tricky to pin down and locate.  We aren't able to provide a time and date for when the issue will be fixed for good but can assure you that the team are working to have this resolved as soon as possible for you.