Unusable connection in peak times - Bolton area

[EmrysF]

Evening folks,

Since W/C 28/08/23 my broadband speeds in peak time have been dropping to < 50 down, < 5 up (0 up quite a few times). When everything's working as it should, I get about 120 down and 20 up.

The service checker and phone lines are obviously no use at all, call either terminating with "we're aware of issues in the BLX XXX area" or cycling through pointless, previously completed tests. I've been given no information or ETA for a resolution.

I've had enough and moved to the complaints process, then early contract termination if it's not resolved by the end of next week - am wondering if there's anyone local to the Bolton area experiencing similar and whether you've had any more luck getting help / information than I have?

Cheers.

[Tom_W1]

Hi @EmrysF thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

We have checked and there is a local outage in the area at the moment - this is due to be resolved on 20 SEP 2023 09:00.

If you're still having issues after this time, please don't hesitate to let us know!
Many thanks

[jpeg1]

Good luck with your complaint and contract termination. 

Unfortunately VM will not take any complaint seriously if you are still receiving some sort of service. To cancel if you are within a fixed contract period is a very difficult process, if you are not then you'll need to give 30 days notice. 

[jbrennand]

Set up a BQM to provide data/evidence on the state of your connection...

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality