Just had work done locally now only getting half speed

[moogster1]

Had works carried out locally. Now only getting half of my gigabit speed. None of my kit has been touched. A reboot has not made any difference.

[Obibrownkanobi]

Hello, 

When you say work locally, do you mean work carried out on your local home network, or did Virgin Media carry out some work in your local area? 

thanks

[moogster1]

Local area.

[Obibrownkanobi]

• I’d check with your neighbours and see if they’re having the same experience. Might be worth rebooting the router (if you haven’t already), in case it hasn’t recovered itself from the maintenance. If that doesn’t work, I’d call customer services, might be someone on their side has enabled a bottle neck which could be throttling your bandwidth! 

[cwatty]

Had this happen to me too. Got an email a week ago from Virgin, saying they were going to be carrying out essential work in my area, and that services could be disrupted on the day. Well since that day (1st November) I'm only getting around 200Mb/s of my 500Mb/s package. Have rebooted the Hub 3 several times over the days since and it's still not fixed.

[Kath_F]

Hi moogster1, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear you're having an issue with your speeds. 

Taking a look at things here, your hub is currently showing a few issues that are not within specification. 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 private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi cwatty, 

Thanks for your post and apologies to hear you're having issues too. 

I can see you have already posted your own thread here and my colleague John has answered. 

Please have a look at your thread and reply to John there so we can keep all your information in the one place 🙂

Many thanks, 

[Kath_F]

Hi moogster1, 

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

I have booked you in for the next available engineer 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. 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 after 24 hours have passed, 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 My VM 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. 

Lets us know how the appointment goes. 

Take care.

[moogster1]

Initial appointment was great. Engineer identified that we have the incorrect cable running to the property. STILL messing about trying to get things sorted. Second day at home with no show of the road crew who should be installing the cable. Definitely can't recommend Virgin Media to friends and family at the moment.

Need to get in touch again if and when the work finally happens so I can then argue the case for some recompense for not having the incorrect infrastructure installed! 

Merry Christmas everyone!

[Steven_L]

Thanks for coming back to us moogster1, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L