Since upgrading my package, my upload speed has dropped below the advertised 36 Mb/s.
Download is variable but generally ok.
I’ve tried logging it but no success.
What can I do to get someone to investigate properly ?
Thanks for posting and welcome to the community.
My apologies for the upload speed issues. All your power levels are out of spec, from downstream to upstream. This needs a tech visit.
I'll send you a PM now to book this in
Thanks for joining me on PM and allowing me to book in the tech visit for all the upstream/downstream channels. The visit will be viewable within the hour in your online account - virg.in/myVM - and you'll be able to amend/cancel it if needs be.
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
Let us know how the visit goes.