I'm a new Virgin Media customer on the M500 service, since the install of my service last week, I have had massive issues with latency on my connection. I have had 2 engineers out to confirm that there is a utilisation problem, yet trying to get this dealt with feels like pulling teeth!
I understand some issues can't be resolved immediately and have tried to deal with this situation in a reasonable manner with VM offering to accept a delay in the resolution time, if they would only confirm that the issue is being looked into and a target fix date in sight.
As it stands, I still have my Sky Fibre Broadband connection, which is rock solid, I had intended to cancel this after the VM service was installed. However, I am now left questioning if VM have a robust network that is fit for purpose in my area.
Welcome to our community and thanks for posting. Disappointing to hear your're having issues with our internet services. We understand the frustration this causes especially when you have only just joined us.
Unfortunately when we have taken a look remotely from our end with the details you have provided from your community profile, we can see there is a congestion issue currently affecting your services.
Due to this issue you may experience slow or intermittent internet connection. We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering you may be experiencing (particularly at peak times) will be resolved.
Our estimated fix time for this fault is the 11th of September at 11.15am. This is an estimated fix time so is subject to change, we do have a fault reference number for you F008386025. If you require an updates you can use this reference number.
Thanks for providing this information. I can confirm that following a brief outage on the 16/09 my connection has been much more stable and the BQM stats show a massive improvement. I assume this is as a result of planned work you referred to.
It's a shame the faults team don't have the access you seem to have, as all I had from them on this issue was to reboot or pinhole reset my router.