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corkiethecat
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Crap Broadband Service

Ever since covid lockdown my broadband service has been terrible in area 31 (Cambridge), I'm paying for M200 but am just about managing 63MB download, and 1-2MB upload speeds whatever time of day I log on, I regularly used to get 180MB download and 20MB upload before this, and my daughter who is paying for M350 is getting slightly (but only slightly) better speeds too. We've tried contacting Virgin lots of times, left messages etc but get no response, apart from e-mail questionnaires from them which at the moment will get them a score of 0 on just about every count. Very frustrating. 

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corkiethecat
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Message 2 of 45
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Re: Crap Broadband Service

Also this is what I wrote to Virgin a couple of weeks ago, but received no reply (this was for a previous slow speed problem BEFORE Covid) which was fixed in an instant once the engineer came out - AFTER suffering for weeks!!! Hi, my son is a gamer and in January the wired connection was really
slow and suffering from dropouts. An engineer told us that the area 31
cabinet was showing on his Red Tools
app that both upstream & downstream were out of range & he adjusted
Upstream Transmit Power to 45.8 (within 30-50 range) & Downstream Power
variable to between 1.2 & 2.9 (normal range is no lower than -5 and no
higher than 10) and that fixed the problem - & now it is back!!! Could
you please as a matter of urgency look into fixing this problem

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jpeg1
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Message 3 of 45
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Re: Crap Broadband Service

There's no such thing as an Area 31 cabinet.

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gary_dexter
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Alessandro Volta
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Message 4 of 45
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Re: Crap Broadband Service

The area codes are for billing not locality.  

What are you levels at now?

Copy/paste them back here. 


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corkiethecat
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Message 5 of 45
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Re: Crap Broadband Service

OK, didn't realise that, we're in Cambridge

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corkiethecat
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Message 6 of 45
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Re: Crap Broadband Service

We're in Cambridge. Just done a thinkbroadband speed test and getting 173Mbps download, but only 2.6Mbps upload and 5 minutes later just done one with broadbandspeedchecker and got 46.39 Mbps download and 2.69Mbps upload

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gary_dexter
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Message 7 of 45
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Re: Crap Broadband Service

Over a wired or wireless connection?


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corkiethecat
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Message 8 of 45
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Re: Crap Broadband Service

Wired

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corkiethecat
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Message 9 of 45
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Re: Crap Broadband Service

It's really annoying because my daughter who lives nearby and has a M350 service and myself who has a M200 service were getting really good download and upload speeds near to Virgin's claims just a few weeks ago, but since then it has been really bad, particularly on the upload speeds. It almost seems like Virgin's network infrastructure is not built to cope with the rise in demand from a large number of people suddenly working from home - it just doesn't seem fit for purpose! We really need a big refund from Virgin because we are not getting the service we are paying for, I've been a "Virgin" customer since the very beginning when it was Cambridge Cable, and then NTL .... maybe now is the time for us to have a look at Cambridge Fibre Networks who are laying Gigabit as we speak.

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corkiethecat
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Message 10 of 45
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Re: Crap Broadband Service

BTW I'm not just bashing Virgin for the sake of it, I am sympathetic to what Covid has done to the workforce and that's why I've been quite patient up to now. And I firmly believe in dealing directly with the supplier as the contract is between us, but I have come onto this forum (the last time I posted was in 2017) out of sheer frustration at not being able to get any answers / timescales for a fix etc out of Virgin!

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