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handlri276
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M200 speed not made over 50mbps for over 2 weeks

,

I appreciate there are issues in the world and the greater volume of internet traffic you are facilitating but the speed i am currently getting for my M200 agreement requires me to complain and potentially for me to ask for some money back.

My system is wired to the hub and it has been that was for the last 2+ years and we have always got 150-200mbps and in this current situation i don't mind only getting the minimum i am owed or even in fact i would even settle for half of that as long as it is stable!!! but your service is currently not stable as the figures show.

Below test results are from the website your self help advises me to use and covers from 23rd to today.

I have already switch off and reset my hub many times over that last little while but it makes not difference.

So my question is "What can be done to make me a happy Customer (of many years)?"

TEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILESCONNECTION_MODE
4/23/2020 10:58 PMGMT28.3420.3319Basildon50single
4/24/2020 8:21 PMGMT3.4115.5621Basildon50multi
4/24/2020 8:25 PMGMT21.4516.0729Basildon50multi
4/24/2020 8:37 PMGMT12.2717.3524Basildon50multi
4/24/2020 8:39 PMGMT12.4215.1824Basildon50multi
4/25/2020 5:44 PMGMT5.7114.4428Basildon50multi
4/25/2020 5:47 PMGMT7.4416.7123Basildon50multi
4/25/2020 9:35 PMGMT9.6413.4621Basildon50multi
4/27/2020 8:37 PMGMT31.2817.0423Basildon50multi
4/27/2020 9:06 PMGMT41.715.8324Basildon50multi
4/27/2020 9:08 PMGMT38.8616.5423Basildon50multi
4/27/2020 9:40 PMGMT4.5615.8421Basildon50multi
4/28/2020 9:44 AMGMT57.2816.6918Basildon50multi
4/28/2020 11:06 AMGMT10.9115.3939Basildon50multi
4/28/2020 12:13 PMGMT7.616.2829Basildon50multi
4/28/2020 1:31 PMGMT43.8115.0928Basildon50multi
4/28/2020 7:18 PMGMT6.5314.5223Basildon50multi
4/28/2020 11:12 PMGMT29.9119.2218Basildon50multi
4/29/2020 10:49 AMGMT9.9214.6524Basildon50multi
4/29/2020 11:49 AMGMT6.4914.5627Basildon50multi

 

 

 

Rgds....Rick

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Andrew_M1
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Re: M200 speed not made over 50mbps for over 2 weeks

Hi Rick,

 

If you could send me your account number and area reference via PM by clicking here I'd be happy to look into this for you.

Regards Andrew_M

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Want an easy £50 Off your bill by referring someone to Virgin? Send the following text to 80011:
1st line - RAF
2nd line - Your Account Number
3rd line - Name of person your referring
4th line- Their Contact Number
5th line - 47758 Andrew
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handlri276
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Re: M200 speed not made over 50mbps for over 2 weeks

Still getting nowhere, PM message told me below i.e known problem from 4/2. Guess what no update received and issues are getting worse, data below is from 0900 and since 1400 i have only got above 3mbps ONCE. Now going to raise formal complaint for what it is worth, if you ain't going to fix it don't give dates, even if i got 25% of what I actually pay for i would be happy but i'm lucky to get above 10% in the afternoon and evening.

Quote

Hi Rick, There is currently a high utilization problem in your area. The network ticket related to this problem was opened on the 04 Feb 2020 17:00 and the estimated fix date is 29/04/20 at 17:00 this could change. Once this network issue has been resolved your speeds should return to normal as your equipment is all in spec. The network ticket reference is F007764490.

Unquote

TEST_DATEDOWNLOADUPLOADLATENCY_MSSERVER_NAME
05/01/2020 09:1829.5211.1823Basildon
05/01/2020 10:2028.316.146Basildon
05/01/2020 13:142.4416.3123Basildon
05/01/2020 15:283.1216.1218Basildon
05/01/2020 16:358.6215.8728Basildon
05/01/2020 19:043.7714.1828Basildon
05/01/2020 21:071.3414.8921Basildon
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Andrew_M1
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Re: M200 speed not made over 50mbps for over 2 weeks

Hi @handlri276 ,

First i’d like to apologise for not updating you the day after I sent you the PM letting you know what the issue was with your services. I had some issues that day which led to me not logging on. 

The date I give you was an only Estimated Fix Date for the network issue affecting your services which I also said could change. I’m sorry if you thought the dates I gave you were going to be the actual day the issue was fixed/solved.

Here is the current up to date information for the network issue F007764490:

Date Opened: 4 Feb 2020         Estimated End Date: 17 Jun 2020          Priority P4

Status 3

High Utilisation

Customer Statement

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peace times) Will be resolved.

Regards Andrew_M

Here to help! I'm a technician helping out whilst working from home. Find out more




If I've helped in any way, please give me Kudos and mark my response as a helpful answer!
------------------------------------------------
Want an easy £50 Off your bill by referring someone to Virgin? Send the following text to 80011:
1st line - RAF
2nd line - Your Account Number
3rd line - Name of person your referring
4th line- Their Contact Number
5th line - 47758 Andrew
We will do the rest!
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