Hayling island broadband problems

[ROWIEMAN]

For nearly 2 weeks i have been suffering from an unstable broadband service from Virgin. Speed tests show wildly varying speeds from 6mbps to 100kbps. I am paying for 350 Mbps. I have contacted Virgin multiple times with no success. Now booked an engineer but feedback is Virgin themselves not being open about what core problem is, at least to me. Ive also heard that there is a problem with the Virgin network generally on the island, is this true. ?

[Cardiffman282 · Accepted solution]

Check for local faults on 0800 561 0061 

[jbrennand]

Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[ROWIEMAN]

Appreciate the response but there is absolutely no wifi involvement here. The tests I perform are pure ethernet to avoid going down that particular rabbit hole. The engineer has been and upgraded me to HUB5. The fix was ok for a day or two

 Now having issues again and suspiciously we now have workmen digging up the roads on the island , surely no connection??. Back to VM sadly ....

[Carley_S]

Sorry to hear that this has not been fully resolved for you yet @ROWIEMAN 

I can see on the systems at our side that you've since been in touch and have a visit arranged to investigate this further. 

Please do keep us updated on how this goes. 

[ROWIEMAN]

Well well, despite my doubts a second visit from Virgin engineer has resulted in my usually great Virgin service being restored. I am now a happy customer again. Some components were replaced and she worked with me to prove all was well before she departed. I have to say Virgin call centres are limited but once you are talking to the engineers , that's when things start moving. Thanks 

[Zach_R]

Hi @ROWIEMAN,

Thank you for the update on this. I'm glad to hear that we were able to get this addressed and resolved for you.

Please do let us know if there's anything more that we can help you with.

Thanks,