Hi Billy 👋 thanks for getting back to us!
Really sorry to hear the issue is still ongoing. I can see that there is a local outage affecting you at the moment that may be contributing to these service issues. It's been identified as an open outage since 12.02.23 and is currently due to end on 01.03.23. I'd like to send a technician out to you to investigate further and replace the box if needed, however we will need to wait until the confirmed end of the outage to do this. Any appointments booked whilst the outage is ongoing may be cancelled as a result of the ongoing works to try and resolve the outage / local issues.
The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates he amount of work required and the time frame for resolution.
If you can please get back in touch on this thread following the end of the outage if the issues are still ongoing, we can then send you a PM 📩 and arrange this for you. You can keep up to date with the outage here 👉 https://virg.in/service or call 📞0800 561 0061.
I appreciate this may be frustrating, and that you have had a poor experience here since upgrading your service. If you would like to raise a complaint on this basis please also let us know and we can offer some support with this in the meantime.
Thank you for your patience whilst we get this sorted! Wishing you all the best. 🌞