on 04-03-2021 21:21
No faults found when I go through the online path, but my BQM graphs show high latency and packet loss. I'm having to use 4G tethering to iPhone to get work done.
Can I get someone to take a look? Has been same for months.
My live BQM here..
Many thanks!
Answered! Go to Answer
on 10-03-2021 18:06
Hi davfox,
Thanks for your post and apologies you've not had any reply. It can take us a few days to reach any thread so bear with us 🙂
Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There is a fault open that may affect you though. The details of that are here:
I have made a note of this on your account so the relevant teams are aware you are affected.
If there is anything else we can do, let us know.
Thanks,
on 04-03-2021 21:27
on 08-03-2021 15:15
Just bumping own post as trying to get response from someone at Virgin...
on 10-03-2021 18:06
Hi davfox,
Thanks for your post and apologies you've not had any reply. It can take us a few days to reach any thread so bear with us 🙂
Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There is a fault open that may affect you though. The details of that are here:
I have made a note of this on your account so the relevant teams are aware you are affected.
If there is anything else we can do, let us know.
Thanks,
on 11-03-2021 14:29
Thanks for the update Kath, i'll give it a couple of weeks and see if there are any improvements.
I'll reply here and chase update on the reference if nothing seems to change.
David
on 11-03-2021 14:47
No problem David, thanks for coming back to us here.
If things get worse in the meantime, the following links may help to improve and optimise things:
• General broadband help - https://virg.in/vmessential
• Service status page - virg.in/service
• Wi-Fi hints and tips - https://virg.in/wifisos
• Wi-Fi troubleshooting - https://virg.in/wifinotworking
Take care.
on 06-04-2021 15:26
Hi again Kath,
It's been a few weeks since the 19th March date you mentioned for some upgrades.
I'm not seeing any improvement, just wonder if this work (F008751384) went ahead and I should be expecting any improvement?
Thanks in advance..
David
on 06-04-2021 16:14
Hi @davfox
Thank you for coming back to us.
I have just checked your account for an update and can see the work is still ongoing.
The estimated date of fix has been pushed back to 16 APR 2021 10:00.
We do apologise for any inconvenience caused.
on 06-04-2021 16:16
Thanks for the update, good to hear it's still happening!
David
on 06-04-2021 16:23
The estimated time of fix is subject to change- hoping things are resolved sooner.
Can assure you our engineers our working hard to get this resolved 🙂