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Slow and intermittent broadband

Over the past week, maybe a couple of days more, I have been having broadband cutout issues. My download and upload speed suddenly drop to less than 1 Mbps. I currently pay for 100+ Mbps download speed, and the maximum I have achieved on a speedtest is 78 Mbps. It's usually round about 40 - 50 (this is either using an ethernet cable, or sat as I am at the moment less than a metre from the router. I teach, and currently am having to conduct all of my teaching online. This afternoon's last lesson had to be completed using my phone as a hotspot because the broadband was so unstable it kept kicking me out of my Zoom meeting. My timetable means I rarely have the 45 minutes or so free time during the day to ring a call centre, so I need to know if there is some way I can report this and have it recorded and taken seriously. My monthly bill with Virgin seems to be endlessly on the increase, so a certain level of service should be expected.

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Alessandro Volta
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Message 2 of 8
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Re: Slow and intermittent broadband

Bills don’t increase month on month. Well the standard prices don’t anyway.

Post the network, upstream and downstream logs from the hubs admin pages 


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Message 3 of 8
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Re: Slow and intermittent broadband

I said my monthly bills are (or at least have been) increasing, not that they are increasing month on month. There is a difference.

 

Will posting the logs from the hub here mean that it is recorded by Virgin Media? I can't see how that can be the case.

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Alessandro Volta
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Message 4 of 8
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Re: Slow and intermittent broadband

What do you mean “recorded”?


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Re: Slow and intermittent broadband

To note down, to take note of, to register. etc.

Any organisation with a quality management system will have a mechanism for recording reported faults. I assume that Virgin has a quality management system.

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Alessandro Volta
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Re: Slow and intermittent broadband

This is a community support forum.

We; the community, assist where we can then a member of the Forum Team who works for VM will step in and book a tech or give any further advice beyond our means of providing. 


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Re: Slow and intermittent broadband

Quoted from my original post

"I need to know if there is some way I can report this and have it recorded and taken seriously."

Bearing in mind that I have a very full timetable of online teaching and so do not have the time to sit in a queue after phoning a call centre - the last time I managed to get through I was waiting for 45 minutes.

 

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Re: Slow and intermittent broadband

Post the stats here as requested then 


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