M350 - Generally Slow Connection, Variable Speeds and Drop outs.
We have a new M350 connection (circa a week), exhibiting highly variable (and usually poor connection speeds). In addition the internet appears to drop frequently (in fact I lost half this post, first time of writing, log showed lost MDD Timeout). As such the connection is neither reliable or fast enough for work purposes.
I work in tech, so am happy with the basics of the system setup. I can confirm that multiple systems, both wired and wireless exhibit the same issues.
We currently have three people trying to work from home, hence why the switch to M350 (from BT) for faster and more reliable speeds. Any help to resolve this rapidly would be appreciated!
I believe I am providing most of the troubleshooting details needed below:
Peak observed speed of 368mb has been recorded mid afternoon on a wireless ac connection - hence potential speed is as expected
Peak download in the last hour has been 62mb
Over the last few hours, average speed has been < 30mb and as low as 6mb
Error log appears to have ongoing sync and partial service issues at both critical and warning levels
No current issues according to the website when checking after logging in
Trying to run the broadband test (from the virgin page, logged in) produces a red error block 'Technical Error' with the text 'Something has gone wrong with test' (tested up to date chrome 85.0.4183.102) and Edge with the same results. Same results from an alternate laptop.
The same speed reduction applies to all devices, no new major activity during this slowdown (TV not in use, nobody else using internet, no large background downloads) - I simply decided to do some gaming and then gave up due to frequent drop outs.
BQM still looks ok, logs are as before. Speed is now effectively useless - I have only once seen the correct speed since installation.
I am really running out of patience with this now - what's the most effective method to get professional response? I had assumed the forums, but no joy as of yet.
Can anyone offer any insight or suggest some next steps please?
Still not heard anything from anywhere, and seem to be shouting into an echo chamber with this thread - thought I see many others that are similar. Am I missing anything needed for anyone to respond or advise?
You Hub Data is not out of the ordinary same with the BQM.
You need to phone it in.
You can contact VM to report the problem using ...
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.
Will try and get through tomorrow - as to if I can depends on if I have inbound work calls! There is officially no issues in the HG1 (Harrogate) area that I know of, but is it more likely that I am looking at exchange or local infrastructure? (Cables etc) I am right in thinking that I am probably looking at a local engineer to get this resolved?