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Frequent incoming internet connection drops

Marc-
On our wavelength

So for the last few weeks I have been having major dropouts on my network, at first I thought it was the hub throttling as there are a few 2.4ghz iot on there. But after a few complete hub resets( pinhole reset) and leaving all my WiFi items disconnected the problem still remains. I have been onto VM a couple of times now and all they say is "our system says there's no fault" and then try upselling me a faster connection or WiFi booster to "fix my issue" . Which I know it won't as it's not a WiFi issues.

 

The problem is I am getting major network packet loss and it's making my connection unusable ( I am having to write this on my mobile data) I have setup a think broadband graph and as you can see it's bad, and seemingly getting worse. Got a few good hours today and thought we may be good but it's gone again

thinkbroadband graph 

 

 

Using my playstation is a no go getting booted from servers every few minutes, making it impossible to use, and just General internet usage is abysmal having to sometimes wait upto 5 minutes for pages to eventually load

IMG_20231130_191025.jpg

 

IMG_20231130_190956.jpg

My Broadband Ping - My virgin broadband
33 REPLIES 33

Thanks for updating us Marc-,

We're really sorry that this is the case. These sorts of works can take time to arrange but they will be being done as soon as possible. Keep us posted on how the work progresses and let us know if there is anything else we can do.

Thanks, 

Kath_F
Forum Team

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Marc-
On our wavelength

Just had this txt from VM. It says it's external works only, what about the engineer that was you said would be here aswell to do the final connection and balance line ?  Is that yet another delay we will have to wait for.

 

Hi, it's Virgin Media. We're planning to do some external work on Tue 16 Jan at ***** *****, but we don't need you to be there.

My Broadband Ping - My virgin broadband

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi Marc- 👋

We appreciate the frustration this is causing. In most case, the notification text messages go in chronological order, so you would received the external work SMS first, before receiving the Technician visit SMS.

Are you able to confirm whether the work and follow-up Technician visit has been completed in full, and how things are looking with your service?

If a follow-up hasn't happened, please do let us know and we'll be more than happy to get this booked in for you. 

Thanks,

Reece - Forum Team


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Marc-
On our wavelength

New cable was fitted yesterday at around 4pm. They just replaced old cable and told us to reboot modem and left. No technician came , service is on but as it's only been less than 24 hex can't say if issue is fixed or not. I do now have 5 upstream bonded channel showing instead of the 2 I was getting before. All I can say ATM. Will have to see how things go. I thought a technician was needed to check levels ect ect. But was told no . Sed how things go from now on. Hopefully after months of terrible service it will be ok.

My Broadband Ping - My virgin broadband