I noticed since the last month (23rd March) the speed drops constantly to an average of 50MB instead of the 250 it normally is. Sometimes this will then go back up an hour or 2 later other times it stays this way for days.
currently after 20 tests each hour today I am averaging 63MB. the upload remains around the 20MB mark all the time, and the ping is an average of 25.
I've flagged that for staff to advise - the power levels on your connection are all out, and that could be an area fault (in which case VM will already be working on it), or it could be unique to your connection, in which case they can book a technician visit for you.
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Thanks for your post on our Community Forums and a very warm welcome to you!
Sorry to see you've been struggling with slow speeds.
I've looked into the account and can see that no outages are currently being flagged. I've also been able to run through a flow on our systems and haven't been able to identify a fault.
Is it possible to perform a pin hole reset on the hub and then run a speed test on the connection with the hub placed in modem mode and connected via a Cat 6 Ethernet cable, to see what speeds we can get running into your property?
It may also be worthwhile keeping tabs on the Service Status Checker to see if any outages are flagged in the not too distant future
no one asked for a BQM, I find it strange that Virgin would want/need me to sign up to a 3rd party service however to monitor your broadband connection this is something you should have if you need it the GDPR implications are immense and I wonder if your GDPR compliance officer knows about these requests?
I will have a review of the BQM site and once I am satisfied as to the handling of GDPR I will consider signing up.
In the mean time what else can Virgin do to fix the issue?
Zak_M you never actually asked for a BQM to be setup, you asked if it was setup.
As it's a 3rd party site then yes I would like to see a copy of Virgin's GDPR policy in relation to ThinkBroadband including how the service agreement between both companies guarantees GDPR compliance.