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AZ82Number5
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London E11 issues update from Virgin Engineer

After ongoing issues for the last 10 days or so, I managed to get on a chat with Virgin yesterday and an engineer rang me back today.

He said their is a P4 outage in my area causing a low SNR.  The fix date given to Ofcom is 20th May 2020 at 10.05.

Have to say I have been impressed with the response, contrary to what others seem to be finding.

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Robert_P
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Re: London E11 issues update from Virgin Engineer

Hello AZ82Number5

 

Thank you for the update and glad to hear you have been able to get some more information on the current issue in your area.

 

Although the fix date given will be an estimate, rest assured our engineers will be doing all they can to fully resolve this issue as quickly as possible. Please keep us up to date with this.

 

Rob

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AZ82Number5
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Re: London E11 issue NOT resolved

Well 10.05 on 20/05/2020 has passed and I have very little improvement in service.  The latest Speed Test has me at 110Mbit down and 1.5Mbit up, which I am pretty sure during peak times will drop below 1Mbit. My broadband quality monitor is below

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c26a91a755d3d00845736933b68da495a4... 

Do any of the Virgin staff on here have any update on the work that was supposed to be completed this morning? 

I appreciate the date and time are not meant to be accurate and are just for the regulator, but it would be good to get some idea of if this is ever going to be resolved.  My broadband is unsuable for WFH and I am running up data charges being constantly tethered.  It would be good to get a rough idea of when it might be resolved as I will need to look at getting an additional data sim on a better deal.

Thanks

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Corey_C
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Re: London E11 issue NOT resolved

Hi AZ82Number5, 

 

Cheers for replying. I'm having a look at SNR fault [ref#F008035145]. it does appear to still be ongoing and our crew is working on getting this fixed as quickly as possible. The ETA has been changed to: 22 MAY 2020 15:05. Apologies for the inconvenience.

 

Thanks,

Corey C

AZ82Number5
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Re: London E11 issue NOT resolved

Thanks so much for getting back to me so quickly.  That is really helpful.  Hopefully it will get resolved by the new date.

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Corey_C
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Re: London E11 issue NOT resolved

You're welcome.

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AZ82Number5
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Re: London E11 issue NOT resolved

So second deadline has past and still no improvement.  Can you please see if there is an update on this case.

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Steven_L
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Re: London E11 issue NOT resolved

I'm sorry to say that the estimated fix time for SNR fault F008035145 has now been changed to 01/06 @ 12:00. I can assure that the team are working hard to get this resolved.

 

Regards

Steven_L

 

 

AZ82Number5
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Re: London E11 issue NOT resolved

Thanks again for the quick response.  Please can you let me know when the fault was first reported.  If it is resolved by the 1st June I think that will be over a month that I will have been without workable broadband.

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Robert_P
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Re: London E11 issue NOT resolved

Having looked at the ticket information it looks like this was raised on the 13th May 2020 at 10.04am.

 

Rest assured the fix time is estimated and the team will be working hard to fully resolve this as quickly as possible. We appreciate your patience.

 

Rob

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