NW6 - extremely slow upload

[sowilo]

I've been experiencing extremely slow upload speed (sub-1mbps) on and off this month. The status page reports an issue in the area but the fix date keeps getting pushed, it's been extended at least 3 times so far. I subscribed to be notified of updates on this issue but I'm not receiving any notifications. Is this being worked on at all or someone's just kicking the can down the road and updating the expected fix date when the previously set one is reached? The lack of information and communication on issues has been a consistent problem with Virgin Media whenever something like this happens. As a customer you never know how long you'll be affected by a problem which is very frustrating.

[David_Bn]

Thanks for reaching out to us @sowilo, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing with the services, in particular with the upload speeds on the broadband connection.

Looking into the local area, sadly there appears to be an open area outage that is estimated to be resolved at 17:00 today.

We apologise for any inconvenience this has caused, and advise that our team will do all within their power to have this resolved as soon as possible for all effected users.

To keep updated with this outage, and future area faults, check out our Service Status Checker or call our Service Status Line 0800 561 0061 

Thanks,

David_Bn

[sowilo]

Hi,

I've been experiencing very slow upload and download speeds (especially upload) once again this month - on and off but particularly during the daytime hours (I'm on the 500 mbps plan and use a wired connection primarily). Called the service status line and there aren't any issues reported. How do I report an issue? Calling the support line usually involves them asking me to check my cabling is tight etc. so it seems pointless. The service status checker website shows the following message after a test: "Looks like there’s an issue affecting the broadband service in your home", with no planned work in my area. It gives me the option to book an engineer to visit, but I'm not sure if that's necessary since from past experience they usually come in and confirm that everything is OK at home, and the issue is somewhere outside. So back to the original question, how do I notify Virgin Media that there's an issue so it gets on the radar for a fix? These issues consistently seem to come up more often in the summer months BTW, don't know if there's any correlation there but just something I've noticed.

Thanks

[MasterOfArts1]

Hello,

The only way you will get very decent upload speeds is if you purchase a FTTP service 👍

Generally both upload & download speeds will closely match each other on FTTP.

[sowilo]

That's not what this is about. This is not a generic complaint about Virgin Media's upload speed being slow, I'm aware that most plans have asymetrical download vs upload. That's fine and is as advertised.
The issues is that the speed is way below normal. Normally I get about 50 mbps of upload on my plan - as you can see in the screenshot in my previous post, the speed falls down to less than 5 mbps, sometimes even less than 1 mbps. And download is down from ~500 to ~20. This is a drastic drop in speed and clearly a problem. It's been happening in my area on and off for a few years now (not saying the individual cases over that time have been related but the manifestation is the same). When the service is good, the speed is fine, and I have no issue with the speed then.

[sowilo]

More problems this evening:

[sowilo]

Getting less than 1 mbps this morning, can't even do a simple Microsoft Teams call without turning off the video and getting audio delay. I've called the support number and got a technician's visit booked for tomorrow as per their suggestion.

[Megan_L]

Hi Sowilo,

Thanks for coming back about this slow speed issue you've been dealing with, sorry it's caused so much frustration for you!

I can see on our side that you may have managed to get it sorted recently, could you give us an update on the situation now please?

Thanks,

Meg

[sowilo]

Hi,

A technician came in, swapped one part the was at the entrance point because apparently it was old, and also swapped the hub (from 3 to 5). The connection was fine for 2 days, and now I have an even worse problem where I lose connectivity completely multiple times a day. This has been going on for 4 days and I have another technician visit booked for tomorrow.

[Carley_S]

Sorry to hear this was not resolved for you with the first engineer visit @sowilo 

Please do let us know should you have any further issues now since the second engineer visit and we'll assist here if needed.