Virgin Media Community

[ChrisM560]

Hi  Folks,

our internet has been dropping our around 6-12 times a days (a few minutes at a time) due to packet dropping for months now. Virgin haven't managed to fix it despite lots of complaints raised. Below is a quality monitoring chart of our hub we setup at thinkbroadand.com .

We had virgin for a couple of years, without issue and then upgraded to a 1Gig package in October (with a new Hub). Initially it was great, and then at the end of November this started happening.

Has anyone else seen this ? Any ideas ? Obviously I'll keep raising the issue with virgin but am really in despair. 

[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 status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Ilyas_Y]

Hey there 👋 @ChrisM560, thanks for reaching out to us on the Virgin Media forums!

I'm sorry to hear about the issues with the drops in the connection 😞
May I ask if you've been able to check as to whether or not there is an area fault?
You can check the service checker here too.

Let us know how it goes.

Kind regards,
Ilyas.

[ChrisM560]

No faults

[ChrisM560]

Appears to be fixed !!! Two days of no problems, and I got an email from Virgin saying a fault had been fixed.. Its taken over 2 months, and me having to install BT Broadband as a backup,  but we might just be good..

[ChrisM560]

Famous last words 😞

[Kath_F]

Hi ChrisM560, 

Thanks for taking the time to come back to us on this and apologies to see that things still aren't working. 

We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. We will need to confirm some information with you in order for us to proceed with checks. 

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

Thanks,