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DrewBroaders
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Frequent drop outs in St Albans AL1

For several weeks now, I've been unable to use my VM internet for the Zoom calls which make up much of my working day.  And it's getting worse.

Sure, for a lot of the time we get the 200Mbps that we pay for...but for a lot of the time we suffer high latency / complete loss of connectivity for anything from a few seconds to a couple of minutes, making our VM internet unusable. As a result I have to pay to get more 4G data in order to be able to work. Indeed, it's happening now as I type.....

Last week, we had a visit from a VM engineer; he checked the router and all connections from the router to the cabinet. 

The engineer said that the problem is contention and that it's affecting many people in the area so  work would soon be done to increase capacity and fix the issue.

Earlier this week, I called the VM 0345 number to find out when the work would be finished; the person I spoke to had not record of any work being in progress or planned.

Can someone from VM please tell me when work to address the issue will be complete?

If no work is planned, how do I get you guys to do something to fix it?  Contacting you via call centre or Twitter has so far proved fruitless.

The service and support that VM is currently providing is completely unacceptable.

Thanks in advance

AwfulBroadband
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Re: Frequent drop outs in St Albans AL1

I have same problem. KT6 postcode. Started November 2020. Dropping out totally/intermittent/ extremely slow (0.2 to 2 Mbps checking speed with SamKnows on Hub4 as advised by Virgin) during 9am to 6pm Monday to Friday. Told they are doing upgrade. Initial completion date 19th Jan, then 29th Jan now 12th Feb. Have raised two official complaints in writing. It’s now past the  28 days they say they will response. Will take to Ombudsman if I don’t get a satisfactory response. 

Can everyone with the same problem please raise a complaint in writing to ComplaintsVirgin MediaSunderland SR43 4AA (state you only want to be contacted by letter or email) and ask for compensation. According to Twitter response you can’t email a Complaint!  Don’t allow them to contact you by phone  as if they can’t reach you when they phone they close the complaint!!

You are paying for a service. If you don’t get what you are paying for it is ok to complain and expect compensation. Don’t put up with excuses. 

DrewBroaders
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Re: Frequent drop outs in St Albans AL1

Just in case anyone from Virgin is reading this.....my VM internet 'service' is completely unusable today, so I'm using my 4G data.

I need someone to tell me when this will be fixed and how we get compensation for the fact that we (a) effectively have no internet and (b) have to pay for additional 4G data.

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Corey_C
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Re: Frequent drop outs in St Albans AL1

Thanks for your post and welcome to the Community forums, DrewBroaders,

 

Apologies for the delayed response, have you been able to get this sorted since your post? I've attempted a remote diagnostic and our records indicate that this was addressed by by the phone team. Your engineer appointment can be viewed online, here.  Do let us know if you need further help. Online diagnostics and area issues can be found here.

 

Cheers,

Corey C

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Corey_C
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Re: Frequent drop outs in St Albans AL1

Thanks for your post and reaching out to the Community Forums, AwfulBroadband,

 

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics on your connections and it does indicate that you are currently being affected by a local area fault ref#F008484883 and we are working to get this sorted as quickly as possible. The current ETA fix time is 26 FEB 2021 10:00. Apologies again for the inconvenience.

 

Cheers,
Corey C

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DrewBroaders
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Re: Frequent drop outs in St Albans AL1

Thanks for your reply, Corey.  The issue still exists.  We have another engineer coming as that is the only thing that your support team can offer, even though the issue is, I'm sure, one of contention in the local area which the engineer won't be able to fix.  Virgin Media internet is basically unusable for us and others in the vicinity.

All I want to know is:

  • are you aware of the issue of frequent dropouts in the AL1 area (there are several recent forum posts by other VM subscribers which mention it)?
  • are you doing, or planning any work to address it?
  • if so, when can we expect a fix?  If not, how do we get some work scheduled to address it?

 

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DrewBroaders
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Re: Frequent drop outs in St Albans AL1

Hi Corey

Just to be clear, does this fault reference relate to Awful Broadband's issue in KT6 or my issue in AL1?

Cheers

Drew

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Richardr1
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Re: Frequent drop outs in St Albans AL1

Virgin Media's failure to provide a proper service in St Albans has made the local paper:

https://www.hertsad.co.uk/news/virgin-media-criticised-after-month-of-slow-broadband-7326992 

where the MP has become involved. She says:

"They have confirmed that there are two problems they are trying to fix: internet congestion where there is a bottleneck of demand, and other repair and upgrade works. 

"I have secured an undertaking from Virgin Media that they will do everything possible to complete the works by the end of this week, Friday February 19, and will keep me updated so I can in turn inform residents of progress."

Well done for whoever has taken it further.

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Richardr1
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Re: Frequent drop outs in St Albans AL1

Just to add to this - my service in St Albans seems to have improved somewhat in the past day and a half. Hopefully it isn't just the half term holidays meaning there are fewer children online during the day.

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prmunro
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Re: Frequent drop outs in St Albans AL1

Concerning to hear that this is happening all around the country. If anyone from VM is reading this, it's not the power levels, it doesn't require a reset of the HUB, it doesn't require connecting via LAN cable, it doesn't matter if the microwave is on. It's affecting every VM customer I know in the area. In fact, there is not one person who tells me that they are not having problems with VM. From a sampling point of view this is overwhelming. VM need just to be honest with its customers.

For everyone out there, the One Show had a specialist on who advises that customers can be released from their contracts if they don't get the speed they pay for. You can gather evidence using https://www.speedtest.net/, which will keep a record of your tests. You can then see how your speed compares with the advertised speed at: https://www.virginmedia.com/shop/broadband/speeds. Don't neglect upload as this has been a big problem in my area and can essentially disable your internet connection.

Look out for #losingmyvirginit

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