Urgent Request for Resolution of Unstable Internet Speeds and Latency Issues – Account [REMOVED]

[preetks]

Dear Virgin Media Team,

I am writing to express my deep concern regarding the unstable internet connection I have been experiencing since starting my contract on 29th August (Account Number: [REMOVED] Account Holder: Preet Sidhu). Despite being on a 1Gbps package, I’ve faced persistent issues with fluctuating speeds, high latency, and jitter, severely impacting my ability to work and engage in online activities.

During a recent technician visit (Complaint Reference: [REMOVED]), it was confirmed that speeds near the main router reached 650Mbps, which was acceptable. However, shortly after, the speeds fluctuated between 100Mbps and 500Mbps, showing ongoing instability. More concerning, the WiFi pod in the bedroom was identified as faulty, delivering only 50-100Mbps, even when connected via Ethernet, far below the expected performance. The technician acknowledged the pod requires replacement.

In addition, I am struggling with significant latency and packet loss, making Zoom meetings stutter and online gaming nearly impossible.

As I have just started this contract, I expect a reliable and stable service as promised. These issues are severely affecting my ability to use the internet effectively, and I kindly request urgent action to resolve this matter. Please take this seriously and assist in fixing the unstable speeds, replacing the faulty WiFi pod, and ensuring low-latency connectivity.

Thank you for your immediate attention to this issue.

Yours sincerely,
Preet Sidhu
Account Number: [REMOVED]

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Client62]

Evidencing a problem with VM's own test helps.

Samknows Realspeed

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

The speed at the Hub should reflect your subscription.
The abilities of Wi-Fi devices vary greatly.

Do share a screen shot of the Full Test.

[Kath_F]

Hi Preet, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with your broadband connection. Checking things here, I can see that you've been able to speak to the team to order a second pod and this is already on it's way to you. 

In terms of the connection itself, the hub is showing a number of the downstream channels are too low. We won't be able to fix this remotely so I would like to arrange for an engineer to come and adjust these. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,