Packet loss and poor service

[BD3]

Yep, exact same problems, both wired and wifi, very frustrating to have customer service repeatedly tell me there's no issue and try to upsell me wifi pods instead

[BD3]

Been having this exact problem for the last week, right down to the upselling. 

[Ayisha_B]

Hi @BD3 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you've been having some issues with your service. 

I've not been able to locate your details so will pop you a PM now to confirm these and then we can run some tests on your equipment. 

Speak soon!

[Client62]

Is this a gripe or a genuine technical complaint where you intend to supply evidence of Packet Loss ?

Here is a interesting test  : https://speed.cloudflare.com/  

Do share the results ... What is the packet loss rate ?

[Ayisha_B]

Thanks for confirming the requested details via PM @BD3 

I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!