https://www.thinkbroadband.com/broadband/monitoring/quality/share/84822da88b14f1a2e814bb6a8f4045ab15... For the past week my Ethernet connected broadband has been shocking across most sites and email. It is making life difficult. My connection passes all the Virgin tests. Download speed is fine, upload terrible. usually 10mbs but now often as low as 0.75mbs. High latency spikes and some lost packets. The intermittency is lasting longer. Frankly, it is no good me as it is. Could someone check this out for me. Many thanks.
Welcome to our Community Forum Fulcramer and sorry to hear you're experiencing internet issues.
I've had a look at your details and unfortunately there is a high utilisation fault in your area with an estimated fix time of 24/06. I'm sorry about this but the good news is that we're aware of it and are already working on a fix. Please be patient with us and sorry for the inconvenience caused.
I was prepare to be patient but upload is now less than 0.5mbs. I cannot even use twitter and Facebook let alone game or use video conferencing.. It is like this 24/7. And still at least 2 weeks to go. These things happen but I do not see why I should pay for a service I am not receiving?
If you want compensation, raise a formal complaint with VM asking for that, following the Virgin Media Consumer Complaints Code of Practice - usually they'll come up with something, although you'll have to cut them some slack on response times due to Covid. If they don't come up with anything acceptable, escalate to the industry arbitration scheme CISAS. If you do that, be warned you have to follow CISAS customer guidance and start to finish this would be a very slow processes, but usually effective.
Sometimes over-utilisation issues are properly and relatively permanently fixed by investment or network changes, let's hope that applies here. Sometimes (where there's no business case for investment, and no easy traffic routing solution) VM simply sit it out, promising a fix that keeps receding into the future, and the only action they are taking is hoping sufficient customers leave to bring traffic levels back within the existing capacity. If that applies here you will probably want to cut your losses and leave. If you're in a fixed term contract, and your speeds are currently below the minimum guaranteed speeds (at any time), then you can create an option to leave early by invoking VM's speed guarantee now, requesting they fix it, or release you from contract without penalty. Take records of the low speeds such as screenshots. VM will respond that there's a fault with a resolution date, that's fine if they do fix it. But if it turns out that the fault hasn't been fixed and the resolution date keeps drifting forwards, if you've invoked the speed guarantee you'd be able to give notice eight weeks from the date you invoke the speed guarantee.
You could request compensation and invoke the speed guarantee in the same complaint, but you'd need to structure the complaint clearly as to what you're asking for. I always recommend putting complaints in writing, and stating clearly that you do not wish to be contacted by telephone (VM appear to use "can't contact the customer" to close complaints if the customer doesn't confirm that the complaint is still valid within 28 days, and at the moment getting hold of VM is very difficult).
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Thanks for using the forums to get this issue with your connection looked into, I am really sorry about this. However I do have a reason for this poor performance which is an SNR outage (Noise to Sound Ratio) which has an estimated fix date of the 16th June 2020. This could change due to the nature of faults so please bear with our engineers whilst they work their magic with your local network 🙂
Hi, Which area is this fault in? I'm in TW11 and suffering from high latency and packet drop outs - getting worse over the past couple of weeks, and now pretty much unusable for voice/video conferencing - with every other word of mine being lost on other participants.