Conection instability with gigabit connection

[MCS3]

I am experiencing periodic internet stability issues (attached is a broadband quality log for today). I have major VoIP issues in Zoom and Teams at some points in the day time and then it is fine. Connection is so bad other Zoom meeting participants are unable to make out what I am saying and I have had to abandon several meetings as my line is just too bad when others are able talk without issues.

I called “help” and there seemed to be a temp. Improvement but is now as bad as ever. Feel Iike I am paying a premium price for substandard connection. Any advice on getting some real action from Virgin would be much appreciated

[MCS3]

I should have mentioned that I have checked cables and cable connections and restarted the hud but the connection stability issues are still an problem.

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Martin_N]

Hi MCS3,

Thank you for your post and welcome to the community.

I'm very sorry to hear about the issues you've had. 

I have been able to locate your account on our side and have checked over your levels and all seem to be well within spec. 

Can you confirm if you're continuing to have issues with this?

^Martin

[gary_dexter]

There's continuous packet loss on the BQM there.

[MCS3]

Hi still seem to have stabilty issues and a significant quantity of dropped packets:-

Sunday:-

Monday moitor results:-

 

[Kath_F]

Hi MCS3, 

Thanks for sharing the updated graphs. I've taken another look at the Hub today and things still seem to be in spec from here. As I can see the packet loss on the graphs you've shared, we won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi MCS3,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.