Unusable internet for weeks now. Area Issues not being addressed.

[bobbyshrag]

I'm getting to the end of my tether with Virgin Media. There have been issues affecting my postcode for weeks now. And still no fix. Can't call a technician because it's a "complex issue" and being addressed. So why am I using my EE phone to even connect to the internet. It's beyond a joke now. I have the highest speed package Virgin offer and when it croaks into life I get around 1/1000th of the speed I should be getting. I wouldn't even mind if it was 1/100th. At least I could work, stream TV, or play online gaming.

Remote working is a required part of my job and if I can't actually do that without blitzing my EE data allowance then why am I paying through the nose for Virgin.

For reference here are some of the issue codes (only visible on mobile app for some reason).:

F010179027

F010288743

Both these codes cover Broadband, TV and Phone.

Estimated fix:

10th December 6pm.

[spoiler alert - fix didn't happen]

Need to know what my next step is here.

Bob

[jbrennand]

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

Have you got a BQM running - to gather data to provide evidence of a poor service should you want to leave VM.
______________________
Set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[bobbyshrag]

Thanks for your reply. I hadn't explored the broadband quality monitor this time although when I went to sign up I realised I already had an account and set one up back in March this year so this is indeed a recurring problem.

Questions about the BQM: Do I have to leave my device on and not in sleep mode?
Should I bypass my mesh router and connect directly with the Virgin router? If so would a wired connection be better?
How long should I run it for?

Thanks for this, John. I was told by VM to post on this forum and await a response from VM employee but I may have scared them off with this post. Thankfully the community seems to be doing their job for them.

VM employees - you are still welcome to respond!

Cheers

Bob

[bobbyshrag]

Been running a BQM for 24 hours now. Here's the results:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a8e5aac7fb0e8768678de9472342de958...

[Paul_DN]

Hi bobbyshrag,

Thank you for reaching out to us in our community and welcome, sorry to see you have been facing connection issues, so I can help I will send you an invite into a private chat, once received, click on the purple envelope to accept.

Regards

Paul.