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Rahaas
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London N5 slow / intermittent outage

Last few days have been flaky with speed, and this morning it’s been off and on about every ten minutes.

Is this the ‘upgrade’ work we’ve been promised to try and deliver more than sometimes dial-up speeds on a 200mbps connection?

I can’t even find a way of quickly registering a service outage. Just lots of patronising ‘clever tests’ that tell me nothing.

I wonder if G Network will be any better?!

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conman33158
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Re: London N5 slow / intermittent outage

Have you Checked service status and also called 0800 561 0061 for the most up to date faults information in your area 🙂

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BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
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Rahaas
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Re: London N5 slow / intermittent outage

Thank you for the calm and helpful response.

I’m afraid neither of these gave any indication of anything wrong.

Could you advise on the best way of reporting issues?

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conman33158
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Re: London N5 slow / intermittent outage

Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

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BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
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Kath_F
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Re: London N5 slow / intermittent outage

Hi Rahass, 

Thanks for your post and apologies to hear about the issues you have been having with your connection. 

I have taken a look at the stats this morning and can see a few issues with the power levels for upstream and downstream as well as a lot of timeouts being recorded. I'd like to arrange an engineers visit for these to be corrected. 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
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Kath_F
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Re: London N5 slow / intermittent outage

Hi Rahaas, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.

Kath_F
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Rahaas
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Re: London N5 slow / intermittent outage

Fantastic. 

I must say this community is great for actually getting things done without sitting on the phone for hours, so thank you.

Thanks again,

Ross 

Kath_F
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Re: London N5 slow / intermittent outage

No problem at all Rahaas and thanks for the positive comments 🙂

If you have any further issues, pop back and let us know. 

Thanks,

Kath_F
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