Thanks for getting in touch to let us know about your issues with your slow broadband connection, I apologise for any inconvenience caused.
I have tested tested your connection from here and I noticed that your area cable seems to be suffering some load issues, especially during the peak hours. We're planning to undertake some upgrades to parts of our external network in your area in order to combat this.
The upgrades will be to improve bandwidth and performance during the peak hours, the reference number for this is F004288474 and is currently scheduled to be reviewed around the middle of April. Thanks for your patience regarding this matter, I will need to pass this onto another team to take a look at this for you, but before I can do so I will need to confirm a few security questions with you.
I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll get this sorted for you.
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They refuse to talk to me as i have forgot my security question. I dont want any personal help my system is fine. Maybe virgin could give more information to what they are doing about the problem in this area fault F004288474
VM's lack of response should tell you everything you need to know about how you're likely to be treated as a VM customer.
The fault being discussed is a utilisation fault. It's not really a fault, but is lack of broadband peak time capacity caused by VM continuing to sign up new customers in areas it knows it can no longer meet the demand for its services.
Dates quoted are review dates, not fix dates. Reviews are often put back with no noticeable improvement to the customer's broadband speed, which can drop to as little as 5Mbs at peak times, no matter what contract you are on.
These faults can be ongoing for very long periods of time. The fault in my area has been ongoing since October 2015, was last reviewed in March 2017 and will next be reviewed in December 2017.
"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016