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cdr740
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Message 1 of 13
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BS11 Completely Dead

Hello,

For the past couple of weeks I have had it where my 200mb connection drops to half a mb up and down despite Virgin Media saying everything is fine.

I run the test thing using my mobile data and it always comes back saying there is a problem and the status page will be updated. The status page is never updated and always says there are no known issues.

Now I have no connection at all (Using mobile data now) I have restarted everything and left things switched off for a while before turning them back on. Nothing makes a difference.

This has been ongoing for a while and I would like this looked into please.

Thank you
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Message 2 of 13
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Re: BS11 Completely Dead

Sorry to hear this cdr740,

 

I've located your details and all appears to be within range at the moment.

 

Are you experiencing trouble with both hardwired and wireless connections?

 

Nat_J


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cdr740
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Message 3 of 13
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Re: BS11 Completely Dead

Hello, 

 

It's both wireless and hard wired. This has been ongoing for a few weeks and tonight once again I am unable to watch Netflix because the connection is not good enough. 

I have a 200mb connection and cannot even hit the minimum recommended for Netflix or other streaming service. I'm seriously considering switching to another company because I can't keep going though this, especially with Christmas on the way.  This has been ongoing for years in the BS11 area. People get home from work and want to use the Internet and the street goes down it seems.

This is what speed I'm getting now which is worse than the cheapest package elsewhere.

Ping - 366ms 

Download - 2.19mbps 

Upload - 0.75mbps 

I've restarted everything and it makes no difference and this is happening almost daily now. 

Thank you for your help. 

 

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Message 4 of 13
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Re: BS11 Completely Dead

Thanks for getting back to me cdr740,

 

I've checked everything from this end for you and this has since been raised relating to a high demand for our service within your area under the fault ticket reference F005810243, with a review currently set for 17/01/2018.

 

I'm sincerely sorry for any inconvenience,

 

Nat_J


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cdr740
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Message 5 of 13
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Re: BS11 Completely Dead

Thank you for your help and getting back to me, it's appreciated.
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cdr740
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Message 6 of 13
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Re: BS11 Completely Dead

I'm here again on my mobile data as my home Internet is completely dead this isn't even peak time.

I tried to run a rest and it tells me:

We think your equipment may be switched off
Please run through this checklist:

Your equipment is plugged in and the plug socket is switched on

The power LED indicates it's on and not in standby mode

It has enough air around it (take off anything on top of it)

All wire and cable connections are nice and tight

///

All checked and the lights are on but there's nothing at all. I even restarted everything and still nothing. I don't think this is just a case of over subscription.
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cdr740
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Message 7 of 13
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Re: BS11 Completely Dead

The same again today. Completely dead for hours. A test tells me my equipment is turned off when it isn't. I'm using mobile data again to type this.
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cdr740
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Message 8 of 13
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Re: BS11 Completely Dead

Same again. Been down for hours and the status page says there are no problems. I run the test and it always tells me my equipment is turned off when it isn't.

Please can it be arranged that I have a new hub please?

If nobody else is reporting these issues then perhaps the hub has issues.

Thank you.
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Joe92
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Message 9 of 13
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Re: BS11 Completely Dead

In conjunction with the timing of the second VM message confirming oversubscription, it's very odd that their first reply didn't mention anything about 'traffic higher than normal but within threshold levels'...very suspicious indeed since they have apparently have this information at hand, as demonstrated many times on this forum.

When running the VM equipment test, it's quite possible that if the local or national network is heavily overused at that time then the test may be unable to complete.  With oversubscription normally highest in the evenings, I would recommend that you re-run the equipment test in the morning. If the test completes then that's the reason.

Hopefully, there might be other factors that VM can fix which might improve your BB situation. If there's not then there's unfortunately nothing you can do unless there is a suitable competitor. Since VM has officially just diagnosed that your area is heavily oversubscribed then note that actual fix dates normally start upwards of two years later - see http://community.virginmedia.com/t5/Speed/Is-it-just-me-or-is-VM-plagued-by-over-sold-services-so-ca... and search for "oversubscription" on this forum for more info. Note: for proper compensation you are strongly recommended to go through CISAS - do not accept this from VM - they always under compensate, initially (unless forced by CISAS), and on that point...have they offered you any compensation?...their policy is not to be proactive in offering any compensation (demonstrated many times on this forum). Most customers buy into the VM smokescreen of 'you are suffering from an expected peak time reduction...this is normal'.

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stoffle
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Message 10 of 13
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Re: BS11 Completely Dead

Just finished work to come home and find the internet down, must be that bit of wind we had last night.