Brighton slow internet in the evening evenings

[Dbird44]

Hi, for the past 6-9 months internet speed is great all day, but as soon as it gets passed 9.30 it drops from 100mbps to around 30mbps. Today I bought and installed a tp link router, hoping it would make a difference, but as the screenshot shows, there is no difference. I no longer want to use my phone data to hotspot my iPad/laptop if I want to watch Netflix/Amazon prime, can someone from virginmedia please look into this, as I said before it's been going on for much longer than 6 months. 

Thanks

 

[Ayisha_B]

Hi @Dbird44,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you're having some issues with the service. I've checked the system and there's no area faults that could be causing this however your downstream signal levels are out of specification which can cause performance issues. I will need to book a technician so these can be corrected.

Will pop you a PM now so we can confirm some details and get a visit scheduled for you.

Speak soon! 

[Ayisha_B]

Thanks for confirming the requested details via PM @Dbird44
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!