Latency/ping/speed issues

[sfxdude]

Hello

Been having some problems with our connection recently.

About 6 weeks ago we had a card through the door from an engineer who wanted to fix a problem on the line. The card quoted 'RPBLOCK'. We attempted to arrange an appointment with the engineer, who said they would be back in touch but never did get back in touch.

Our line has been noticeably suffering with intermittent large ping/slow speeds/packet loss. I've phoned up the call centre a few times who have given different dates for a general 'fix' in the area, but nothing has changed. 

We should be on 350Mbps but often fail to get above 1Mbps and ping spikes of over 300ms. 

Any help appreciated. The VM team on twitter told me to post here!

[Paul_DN]

Hi sfxdude,

Thank you for reaching out to us in our community and welcome, sorry to hear you have been facing issues with your connection since you received a leaflet through your door from a Technician, there is an SNR (Signal to Noise Ratio) fault in your area, this is noise on the network caused by a faulty or exposed cable, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. we are sorry and our engineers are working hard to resolve this ASAP.

This was raised on 23/08/22 @ 09:45 and the estimated fix time is 22/09/22 @ 15:00, for updates to this you can register Via your Online Account.

If you need any further help/ support then please do not hesitate to reach back out.

Regards

Paul.