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Message 11 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Thank you for the above information.

 

Are you still experiencing these issues? If so, could we please confirm if you've tried a pin hole reset of the Hub?

 

Let us know, Emily.

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Message 12 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Hi

yes I've tried the pinhole reset on a number of occasions. Still having issues but I've not noticed them so much as I have not been home much lately. 

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Message 13 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

I have looked into your account LAL03 and cannot see any reason why this would be happening to your connection.

 

Please could you post some more recent BQM readings and we can take a further look into this for you.

 

 

Regards

Steven_L

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Message 14 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Thanks for your advice but I seriously don’t have the time to check graphs and upload. I got so fed up with it last week I spent 2 hours on the phone just to cancel my service. 

I don’t spend hours of my time dealing with other household services i.e Sky, gas, electric so why should I spend my valuable time chasing up Virgin to give me the service I pay for. I seriously don’t understand why I have to join a Community forum to get expert Virgin advice neither. Customer support and service really is lacking in terms of speed and closure. I know it is not the fault of ground workers but the way the system and company is set up. 

On the back end of my cancellation, funnily enough a Technician was with me 2 days later and found that my signal has been dropping frequently directly at the Network box. So basically all my complaints have been valid - only took best part of a year to identify. But not fixed yet as I have been expecting contact from Network engineers today - surprise, surprise no contact!

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Message 15 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Hi there @LAL03

 

Welcome back to our Community with an update - we are sorry that you have chosen to leave us and have now booked your disconnection. 

 

From looking at your account we can see that the information was sent to the field network team for further investigation but as yet no updates have been posted. When checking your systems, I can see that it;s been almost 2 weeks since the Hub was last rebooted - we have no known area issues listed and no errors showing. 

 

All signal levels are now back within the parameters we would expect for your package. Please reboot and see how you get on. I understand that you are leaving soon but we'll still do all we can in the meantime. 

 

Cheers

Katie - Forum Team


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Message 16 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Being told that there are no known issues and no errors showing does not fill me with confidence as I have been told this multiple times previously. As I said the Engineer showed me the drops in the service from the main box which did fill me with confidence. 

I have pasted my speeds below from thinkbroadband website - this is from a Powerline so I don't expect huge speeds but I'm paying for 200mbps so the below graph doesn't really show a good service, does it?

Speed Tests

  Date Down HTTPx6 Down HTTPx1 Upstream IP Address ISP
  Thu 03/09/2020 17:19 13.77 Mbps 37.47 Mbps 8.90 Mbps [REMOVED] Virgin Media
  Mon 31/08/2020 10:44 61.59 Mbps 45.52 Mbps 20.92 Mbps [REMOVED] Virgin Media
  Sun 30/08/2020 17:40 54.30 Mbps 48.99 Mbps 21.19 Mbps [REMOVED] Virgin Media
  Fri 28/08/2020 07:41 5.76 Mbps 34.72 Mbps 3.78 Mbps [REMOVED] Virgin Media
  Fri 28/08/2020 06:56 5.39 Mbps 20.26 Mbps 4.08 Mbps [REMOVED] Virgin Media
  Thu 20/08/2020 14:08 54.32 Mbps 41.89 Mbps 20.27 Mbps [REMOVED] Virgin Media
  Fri 26/06/2020 15:39 57.48 Mbps 28.80 Mbps 19.28 Mbps [REMOVED] Virgin Media
  Tue 23/06/2020 12:06 58.00 Mbps 49.92 Mbps 20.77 Mbps [REMOVED] Virgin Media
  Fri 19/06/2020 21:25 47.29 Mbps 27.46 Mbps 1.68 Mbps [REMOVED] Virgin Media

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fa0a680c53da7a779b14bab36a8d9f99b43173c1-08-09-2020

 Here's a link to today's graph - too many spikes for my liking. 

I didn't want to leave - if I got the service I paid for then I would be a happy customer but I haven't had a consistent service since I joined. 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Message 17 of 17
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Re: Connection keeps dropping and rarely get half the speed I pay for

Sorry for the delay in getting back to you LAL03, 

Are you still having some issues with the services now?

Emma_C - Forum Team
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