on 20-10-2022 17:35
Hi there, I'm hoping somebody here can help me.
On Saturday the 15th, we noticed our internet connection became incredibly slow and after a few speed tests we saw that our Upload speed had gone from around 50mbps to 0.05mbps.
Thinking it would be a short-term outage, we tried again the next day and were greeted with approximately the same result. This is across all laptops in the house, regardless of whether we're using Ethernet or Wi-Fi.
I have spoken to customer service every day since Monday the 17th, and have been told the following
I'm a hardware engineer by trade, so do know the in's and out's of computers and I am absolutely convinced that there is an issue with Virgin Media.
I have a complaint reference number - 181022787
Please, please, please can someone from Virgin Media actually help me!? I'm at my wits end with this and with both me and my partner working from home due to catching the 'vid - it's meant we've lost income for the past four days.
on 22-10-2022 20:10
Thank you for helping me, I'll try that tomorrow as around 8pm every evening - it comes back. I've noticed this for the past three days.
Still WAY too many T3 timeouts on the upstream, but it definitely points out it being a VM problem that needs an engineer. Or, maybe I'll just cancel my 10+ year contract.
on 23-10-2022 09:27
Tested this morning, as sure enough we're back down again in speeds (as an aside, full speed seems to be bestowed to us around 8pm until around 2am) and whilst downloading the 10gb file, we get around the same upload speed (0.05mbps).
Oh mods / support / whoeever - please can I get an engineer out to fix this issue? Your customer service line has point blank refused, has told me anything to get me off the phone.
on 25-10-2022 10:20
Thank you for your posts here on the Community.
I am very sorry to hear of the issues you have been experiencing.
I have taken a look from our side and can confirm there is a known outage in your area related to SNR (Signal to Noise Ratio).
Our team are working to get this resolved and the current estimated fix time for this is the 28th October 3pm.
Please let us know if you have any questions.
on 25-10-2022 10:21
Hi @Natalie_L, thanks for replying
Unfortunately this issue has now been going for well over a week and I've been told numerous fix dates. I would appreciate an engineer.
on 27-10-2022 10:30
Thanks for your reply horrordad.
Sorry to hear of the issues faced and that they've been ongoing for this long, please be advised when it comes to network issues an engineer is always dispatched to work on the fixes.
However, this is a network engineer we send, and no appointments are required to be booked for you about this within the property.
For info and updates on area outages check this page here.
If you have mor questions or concerns about the above let us know and we're happy to advise more.
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