Intermittent issues with upload speed and ping drops

[wojb]

Hi,

I’m having intermittent issues with my 500mb connection - pings time out and upload speeds drop to <1mb/disconnect or time out altogether when running a speed test.

download seems to be working fine, as when I’m eg on a video call with work, I can see and hear them with no interruption, but they cannot hear me or my video/voice cuts out.

tried rebooting the router and resetting the settings using the button at the back several times. The virgin site for running a test on the kit says it can’t do this at the moment

I’ve experienced this several times over the last few months - last time, despite the test website saying there was no problem, a fault was identified and fixed days later.

Any idea what might be going on? To me it sounds like a problem in the wider area.

[Client62]

Call 0800 561 0061 this automated service has the best detail of local faults.

[Arissa_H]

Hi Wojb.

Thank you for posting on our community forums. Welcoming you with big virtual arms 😊.

Sorry to see you are having issues with your connection.

So that I can have a look into this for you.

I will be private messaging you.

Please watch out for the purple envelope ✉.

Thank you.

[Arissa_H · Accepted solution]

Hi Wojb.

Thanks for joining me on PM and providing me the details to look into this for you. As discussed in the PM, you're affected by an SNR issue (signal to noise ratio). The fault number is F010558472 and the estimated fix date is the 7th April at 4pm.
Please do monitor the connection after this time and report back publicly if still experiencing issues, we'll be more than happy to help.

Thank you.

[Arissa_H]

Hi Wojb.

Thank you for joining me in private chat.

As discussed in the PM, you're affected by an SNR issue (signal to noise ratio). The fault number is F010558472 and the estimated fix date is tomorrow at 4pm.
Please do monitor the connection after this time and report back publicly if still experiencing issues, we'll be more than happy to help.

Thank you.