Download speed fallen off a cliff

[NeilWints]

Can anyone help. Virgin showing not a problem in my area but my download speed has dropped from 200kps to 20mps. Checked everything, rebooted everything and nothing. Upload stable at 50mps. I really don’t have the time to call the helpline so can anyone suggest anything else to check or a fix? Quite important as need broadband for work etc.

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.   It will take a couple of days for a VM Mod to respond on this Community Forum, so you will need to ring as your need is urgent.

[NeilWints]

Thanks. Tried twice to call CS. One call was 45 minutes wait and then cut off. Second one got passed around by two people and then cut off. At my wits end. Definitely a problem their end as router Speedtest is showing 16mps d/l and 50 up

[David_Bn]

Thanks for reaching out to us @NeilWints, and welcome back to our Community Forums!

Sorry to hear of the issues with the download speeds.

I've looked into the local area and there appears to be no issues flagging.

Can you please confirm if you've been reporting similar speeds since your post?

Are the speeds recorded over Wi-Fi only, or have you been able to do some via an Ethernet cable?

Any screenshots of result, or results from any BQM you have running would be most welcome.

Thanks,

David_Bn

[NeilWints]

Completely wrong I’m afraid. I got through to customer services and they said there was an issue. Wasn’t resolved in two days so rang and they said would be resolved on Wednesday this week in 24 hours. For two days speed back to where it should be. This morning, fallen off a cliff again. Really really annoying. Please can you help. Thanks 

[jpeg1]

Set up a free BQM monitor, and post a live link here so that we can see what's happening. 

https://www.thinkbroadband.com/broadband/monitoring/quality

[Kath_P]

Hi NeilWints, 

Thanks for coming back and updating things here. 

I've double checked things here and can see that the Networks team were investigating a potential issue but there is nothing open for the area now. 

CHecking the hub stats, I can see that the signal levels are very slightly out and under the optimal level. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi NeilWints, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, 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 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.