High latency - is this reason for the drops in connection and slow speed?

[neoanderson]

Not sure if I'm having drops due to latency around 19-21, or something else?

my virgin signal isn't greatnot sure why this happens

[neoanderson]

I will do Vikki, they've advised sending out a new pod. However, I'm unsure if the SamKnows is a good site to use as I don't understand why the download and latency figures are very similar. Do they look right?

[Martin_N]

We do recommend keeping your conversation to the private message so the agent you are speaking with is able to advise further on this. 

^Martin

[neoanderson]

Okay Martin. Is this why no one in private or public can suss out why the latency and download speed figures are similar. They keep advertising £100 if my speed falls below 30mb. It’s been so slow the connect app is showing next to nothing (less than 30mb). Obviously there will be a catch so you don’t pay or credit my account. The biggest worry is I’m working from home over Xmas. My employer won’t pay if I’m offline. This 1GB fibre isn’t all that. Can anyone shed any light on the below figures?

 

[Kath_P]

Hi neoanderson, 

Thanks for coming back to us on this one. The WiFi Max guarantee credit is available to those (and automatically applied) in situations where 3 WiFi Pods are present and connected and an engineer visit has been completed to determine if the Pods are installed in the correct place. If you are then still unable to get 30MB via WiFi, the credit would be applied. 

As you're already in a private conversation with our agent, we will leave this with them. Please stick with us via private message so we can keep all the information in one place, allowing us to ensure nothing gets lost in translation and all your issues are resolved.

Thanks, 

[neoanderson]

I think they’ve closed the private convo, as they sent me out another pod, worked for a few days. I’ve got 3 hours left before I fin work, and the wifi internet is off. I’ve had engineers out, they checked the pods and also replaced the router themselves. I would assume these are in the correct places. There is always an excuse why the internet is off randomly. I’m running out of excuses at work, why I disappear for half my shift. Everything was working a few days ago and the pods and router are all off. I guess we could go for there is an outage, or someone has cut them cable. Anything to not credit me for having no internet. They’ve even said it needs to be off for a few days. What excuse do you use when you’re working from home and the internet is down for a few hours? 

[neoanderson]

  I’m not sure if you accept this as proof, one is your own app you promote. I’ve been told not to use it.

[Matthew_ML]

Please do pop to this to the agent who you are speaking to.

The tool we use if it was found to go below the speed guarantee a credit would get added.

Its all automated we have no control over this. 

[neoanderson]

Is it the Virgin Connect app, as when the speed has dropped drastically, it's not even registering? If it were automatic, it wouldn't work, as this has happened multiple times, before and after any engineer visit. 

[Alex_RM]

The connect app would not be causing the issue, if you're still having issues feel free to respond to our last private message.

Alex_Rm