Hello Support,
I'm a member of the local neighbourhood app that shares local information in our area.
In the last week or so the forums have been alive with people asking if anyone else is having problems with their VM broadband connection.
Many have reported (and me too!) have called VM and been told “No Area problems known”, tests on the line show nothing and then it comes the regular script;
Can you turn off the router/modem.
Can you do a pin hole reset.
Can you check it again in two hours or a couple of days was told in the last call to wait a week for it to settle down!.
Really! your system needs a week to settle ? clearly these are excuses to get through the calls the stop people calling in for a period hoping the problem will resolve its self.
I am a network analyst and once we’ve identified problems its solved there and then!!! It doesn’t take another week to settle and heal.
Last night around 21:45 we lost internet service for around fifteen minutes, I called in and whilst on hold it came back. This has been the regular pattern.
Note what I say at the top!, these “area” intermittent problems seem to be being experienced by many people in the KT19 area.
We happen to have a VM tech in the road yesterday visiting a neighbour and I spoke to him and he said there is a lot of “Utilisation” problems in the area at the moment, he wasn’t entirely certain why.
The levels and SNR on my connection are all within spec. verified by both your “off shore” call centre and the tech I spoke to yesterday who popped in after I spoke to him to do a quick check. So we don’t need techs to come out.
One thing he did say was that my router/modem is one of the older types and more sensitive to the problems of the network, perhaps call in and request a router be sent out and swapped over, its something I can do myself? – What do you think is this worth a try or will someone look a little deeper into the apparent area problems that the neighbourhood is describing on the local app but failing to get acknowledged when speaking directly to VM.
Just now, I’ve done a speed test ;
Server: Hyperoptic Limited - London (id = 14679)
ISP: Virgin Media
Latency: 17.08 ms (2.39 ms jitter)
Download: 284.24 Mbps (data used: 546.5 MB)
Upload: 19.97 Mbps (data used: 62.5 MB)
This isn’t too bad, but it less than I’m paying for. It can drop quite a lot in the afternoons and the evenings – tending to support the over utilisation theory.
