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Brynsamuel
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Message 1 of 8
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2mbps every evening

Every evening our speed averages at about 2.5 when we are expecting up to 50mbps. Customer service apologised and nothing's changed. The phone calls to virgin are so long winded and all I want is a speed that reflects on what I'm paying for.
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tommey
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Message 2 of 8
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Re: 2mbps every evening

Hi Brynsamuel

First of all if your speeds are satisfactory during none peak times I would guess that you are in an over sold area meaning way to many people using all of the available bandwidth Smiley Mad

If this as only just started to occur or you are a new customer then I am afraid you are in for a very very long wait for any kind of fix Smiley Sad

Now the best thing you can do at the moment is post information regarding your set up for example what hub you use if its used as standalone or in modem only mode with your own router and are the speed tests done wired or wireless.

Also please post your hubs stats you can access those by entering 192.168.0.1 in a web browser or 192.168.100.1 if you use modem only mode.


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

- First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - F004670584 << 3 YEARS+ 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Forum Team
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Message 3 of 8
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Re: 2mbps every evening

Hi Brynsamuel,

Welcome to the Community!

Really sorry to hear you're experiencing speed issues.

I've located your account and I can see an issue with the network in your area affecting speeds at peak times - Ref.(F003987110). Our technicians are working to get this resolved and have set a review date of 3rd January 2018

I'm really sorry for any inconvenience this may cause.

All the best

Josh


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Captslow
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Message 4 of 8
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Re: 2mbps every evening

LOL
Thought no one would beat my 9 month review date
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Brynsamuel
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Message 5 of 8
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Re: 2mbps every evening

Perfect that's a month before our contract us up which I won't be renewing
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Forum Team
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Message 6 of 8
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Re: 2mbps every evening

Very sorry to hear this Brynsamuel,

Please feel free to get back to us if we can assist with anything more.

Take care,

Nat_J


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Brynsamuel
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Message 7 of 8
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Re: 2mbps every evening

You can understand how dishonest this feels!!! You supplied me internet knowing there was an issue with speed in my area! If I have half of what I'm expected I'd expect to pay half. I would have gone with a cheaper provider otherwise
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Message 8 of 8
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Re: 2mbps every evening

Hi there Brynsamuel,

 

Thanks for getting back to us.

 

I can imagine how frustrating this must considering the length of time and apologies for the inconvenience.

 

To discuss this further I have sent you a PM (purple envelope icon, right corner).

 

Speak soon
Sam


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