Hi we have been experiencing issues with our broadband dropping connection. It can drop 5-10 in an hour. This has been going on for weeks. We had an engineer out to look at it again last night. He changed all the switch boxes but said that at the moment there is an upgrade waiting to happen so couldn't get it to improve, but change the switches just in case.
We had a refund in last months bill but not in this months. I've also received a letter by email saying our issue has been resolved but it clearly hasn't and won't be until the upgrade happens. On a previous phone call the said the issue wouldn't be resolved until July. I would like to know why I am not getting the refund as an ongoing thing until the upgrade issue is resolved.
This is also affecting our speed which should be M350 Broadband. The engineer said we are likely to be getting about 50% of expected speed due to the problems with the service at the moment.
I want to check that I'm not expected to call and report every time our broadband drops off. I would be spending most of the day on the phone to Virgin.
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Thanks for posting your network logs and I have looked into them and your account and can see that there is a ticket for high utilisation / congestion on the network in your area.
This has been logged under ticket number F007162804 and we are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times). This is due to be resolved on the 8th July.