M350 - Slow speed and latency for weeks

[altermat]

Hi there,

My broadband has been awful for several weeks now- usually between 0.5Mbps and 10Mbps Download in speed tests, with occasional peaks around 50Mbps. It's consistently worse at night, and today has been basically unusable (<1Mbps).

I've tried restarting the hub and checking speeds in modem mode, but nothing in my configuration has changed.

The whole time there has been dropped packets as well- I think this graph shows that issue got really bad today:

Let me know if I can provide any other details- I'd love for it to be resolved quickly as I now have to rely on my phone's 4G hotspot to work. The service status tells me there are no issues in my area.

[DarkGeisha]

That's pretty grim!  Unfortunately I'm in the exact same position as you!  I've created a thread in the hope that someone from the Virgin team will notice and provide extra feedback.  I've a 3rd engineer booked, will have to see what they think.  I'll likely ask that they change me to a different port in the cabinet to see if that helps.

[Gareth_L]

Hello altermat.

Thank you very much for joining our Community.
Can I just apologise for poor service.
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Helo altermat.

Thanks so much for your private message and confirming your address, I have now booked you a visit for the service issue  – you can check the date and time via your online account here If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Can you please let me know how the visit went.
Gareth_L