I'm in North West London, area 15, on 200Mbps broadband. It's usually very reliable but this evening I was getting 500ms+ pings and a downspeed of 2Mbps. Upspeed is fine at 12Mbps, but down is very consistently 2Mbps, even after router reboots etc. LAN speed is fine, and I checked pings with the router's UI tool too, so the problem is definitely on the Virgin side.
I just spent a while on the phone to support who had me reboot, disconnect wifi AP etc, then said there was high network load, which was why my speed was low. I responded that 1% of max speed seemed very low, and he suddenly switched to saying there was ongoing maintenance, despite there being nothing on the service status page. Can anyone from Virgin clarify?
My apologies that you are experiencing slow broadband speeds.
I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004741956 and with a review date of 8th February 2017.
As this will impact your connection during peak hours, do you only notice these speeds during this time?
This problem seems to have come back. It went down about 9pm yesterday, and today I'm getting 1.5Mbps down, but full 12Mbps up. I called support and was told there was a fault - code F005751000 - but when I check the service status page, it says "No known issues"