Broadband problems

[Odin5]

Good afternoon 

Is anyone having broadband problems in the RG21 area? It went down again this morning. It’s been playing up since the Virgin media scheduled works on the system on the night of the 30th/31st November. We have had no problems at all before the scheduled works. Our broadband also went in the early hours of 2nd November.

The fault line says no problems in the area (although I have found that Virgin media are extremely slow at putting anything onto the fault line). When I checked my account service status earlier it stated that there were TV problems affecting the area, I haven’t got tv just broadband. Then later no TV problems anymore but when checking my broadband through my Virgin Media it states our home has connection issues and to check back in 23 hours.

it seems very strange that we had no issues with our broadband at all until after the Virgin media scheduled works. What is going on and why am I not getting a reliable broadband service that I pay for?

We also have a new Virgin media hub 5 that’s a few months old and has been working perfectly until the Virgin media scheduled work.

[Joseph_B · Accepted solution]

Hey @Odin5,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues with your broadband for the past couple of days, having checked into our system I can see that you are presently affected by a SNR outage which is estimated to be resolved for you on the 6th November at 6pm.

If you can please bear with us till then.

Joe

[Odin5]

Thank you

[PhilF51]

For the last week or so I have had the internet drop out intermittently for often off than on. I cannot use my landline phone also because it is connected to the router. I have rebooted the router numerous times.  Now i get virgin messages from their app saying, "Sorry we cannot test right now".  Obviously because I just checked again just a moment ago and the Broadband checker which took 3 minutes to load the page says 1.86Mb download!  I am on M250....  Because we cannot talk to real person We just get the runaround whether we use the Virgin's page or the phone via my mobile.  I have been with Virgin since the cables were laid but now with City Fibre now in my area I might now consider going somewhere else. I am in the BH23 area.  Hope this post goes through before I disconnected "again".

[PhilF51]

For the last week or so I have had the internet drop out intermittently for often off than on. I cannot use my landline phone also because it is connected to the router. I have rebooted the router numerous times.  Now i get virgin messages from their app saying, "Sorry we cannot test right now".  Obviously because I just checked again just a moment ago and the Broadband checker which took 3 minutes to load the page says 1.86Mb download!  I am on M250....  Because we cannot talk to real person We just get the runaround whether we use the Virgin's page or the phone via my mobile.  I have been with Virgin since the cables were laid but now with City Fibre now in my area I might now consider going somewhere else. I am in the Christchurch, Dorset area.  Hope this post goes through before I disconnected "again".

[Robert_P]

Hi PhilF51

We're sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums.

From checking the connection and equipment everything appears to be within the levels and ranges we'd expect to see but looking at the speeds and drop outs these are far higher than expected. The speeds dipped on the 7th November but the disconnections are multiple per day. There is clearly an issue here and I'd like to arrange a visit for you, I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob