Lag loading Youtube videos, whatsapp images, etc

[jamesmesm]

I have a bit of an odd issue with my home broadband connection.
I already called Virgin about this and they said to reset the router and wait 7 days. So far there's been no improvement and I thought I'd post here in the mean time to see if anyone has any ideas before phoning back.

So generally the broadband works well, I can browse the internet, watch films on netflix, amazon, etc. However the following specific things are not working properly:

- On android using Whatsapp images / videos have a significant lag before loading, maybe a minute or more
- Youtube videos take a while to start playing on android or windows pc, sometimes ten seconds, sometimes thirty or more. I've tried this on a wired connection as well as wifi with the same results
- Instagram images do not load at all on mobile (have not tried this on pc)
- On android app updates from Google Play Store will not download

In each of the above cases if I switch to using my mobile / 5g connection or use my mobile to make a hotspot they all work fine

I feel like this started when upgrades were installed in our street, but that may be a coincidence

[Ilyas_Y]

Hi @jamesmesm thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the broadband connection 😞
I've had a look on my end and I can see that there is an area outage affecting the service.
It is what we call an SNR issue, a signal to noise ratio issue, which is affecting the quality of the broadband.
There is a fix time for this and it is estimated to be repaired by the 18th January by 3pm.

Kind regards,
Ilyas.

[jamesmesm]

Thanks for your reply Ilyas, that's interesting, to confirm this has been going on since probably late november, does that sound right?

I'll check again on the 19th and post back here if it's still happening

[jamesmesm]

Hi Ilyas, just a quick note to say that this is still not working, for example 12 seconds for a youtube video to start playing, trying to install an app from the play store it won't download at all. Should I call Virgin about this again now?

[Client62]

Does the loading lag reduce when using a public DNS ?

E.g. try Google Public DNS ( 8.8.8.8 and 8.8.4.4)  for an Android device set the Private DNS to  dns.google

[jamesmesm]

Thanks for that Client62, I tried that on android and pc following the instructions here

https://developers.google.com/speed/public-dns/docs/using

It didn't make a difference in either case.

 - Ilyas_Y are you still seeing a fault in the area that would be causing this or is there something else going on do you think?

[Natalie_L]

Hi Jamesmesm, 

Thank you for your reply. 

On checking from our side, I can see the outage is still impacting your area and our team are working to get this resolved.  

The current estimated fic time for this is the 24th January 3pm. 

We apologise for any inconvenience this is causing and thank you for your patience. 

Thanks, 

[jamesmesm]

Thanks for the reply Natalie, but it's still not working - android app updates still stuck on pending, youtuve videos taking 20 seconds+ to start playing.

Is there an easy way for me to check the status of the issue?

[Akua_A]

I have had a look into this @jamesmesm. The issue is ongoing and the current estimated fix time is 30 JAN 2023 12:05. Please bare with our teams while we work to resolve this. You can check for updates here virg.in/service or by calling 0800 561 0061.

Thanks,
 

[jamesmesm]

Thanks for this Akua_A, when I enter my postcode at virg.in/service it says no issues affecting the area?