Intermittent broadband, latency issues, packet loss
Hello. I have been with virgin broadband for about 8 months now and I have had nothing but an intermittent service. It is beyond frustrating as I have sky stream and suffer from streaming issues all the time. I have set up a broadband quality monitor since June and it clearly shows high latency issues and dropped packets all the time. I have had visits from two engineers that have changed the cables inside my property and outside but the problem persists. i have no idea what to do now and I am desperate for help. This BQM is a typical example of what I have faced daily since joining Virgin Media.Intermittent Signal in your area
I’ve noticed in the past week or so that my internet speed has been dropping randomly. I’m meant to be getting 350 download and was up until this last week where now it can drop as low as 100. It seems to fluctuate randomly. When I run a check on the VM app I get the intermittent signal on my area message. Rebooting the hub multiple times doesn’t seem to change anything. any advice or help emojis be greatly appreciatedIntermittent Signal
I pay for 500mbps download speed and 50mbps upload. I use an ethernet cable from the modem/router to my pc. I've been having issue with the upload speeds not being what they should be at RANDOM times throughout the day. But what is is going on here? Originally, I thought the speed drops past 8pm randomly but no it was throughout whole afternoon one day. Every speed testing I've done has always been different. I just tested again.. It's not 50mbps upload but it's not unsuable??? So why do I lag so much and have ridiculously high ping in games and calls. Ping spikes to 500-1000ms back down and up and it's stable throughout random times in the day. It's not just one game its all games. Testing on my phone and the uploads are the same download speed is less but I use my PC more. This is a screenshot I took one night 15/05/2025 What I've tried: I had an engineer come say he didn't see anything unusual because he didn't see any logs where my upload speed drops... Said he couldn't do anything, gave me his phone number said he would contact me back to see if it was on virgin media's side but hasn't contacted me since and its been 6 days and I even tried contacting him on the number he gave and no response. Called virgin after and they suggested I do factory reset. It was 50mbps upload after the factory for a bit then it just went back down.. So that didn't do anything. They told me if that didn't work they would send me a new router. Live chatted with someone told them everything and they just sent another engineer.. Told them about me realising that there are T3 Timeouts on Channel 5 (if that had anything to do with it) The 19 timeouts racked to 25 the day after this screenshot where the engineer had visited. Engineer told me they cleaned the cables . Told me it's rare but it might be feedback coming back into the router from my ethernet cable. Just checked again and my channel 5 T3 Timeouts is now 1 after they visited. I was getting 50mbps for a bit after the engineer left its down again.. Internet sometimes feels slow when I'm just browsing and loading links. I don't understand it all too well.. But all I know is that my ping is ridiculously high and low in games and when I have 50mbps upload that is never an issue and it is more stable. It's not just ping it's calls, streaming my screen to friends in call too. It NEVER used to be like this!! It's been happening for nearly a month. My upload speed can say 0 mbps but I can still upload a file. I see it going 0 to 3 to 4 to 9 . It's all over the place. I'm really lost. I didn't end up recieving a new router but that is my last hope. Another thing I was worried about if it was my computer itself, because nobody in my house uses the internet as much as I do and on mobiles it's not that noticeable unless you tried to play a game on mobile. Uploading files is slow but bearable. I've tested my ping on my computer with cmd, everything looks fine. My applications arent even using a lot of upload speed they don't even require that much. I even purchased a new ethernet cable but that didn't change anything. I also decided to test for bufferfloat. Thinking of buying a router now but im worried that will not solve my issues. I'm really confused and need help.HUB 5 has been intermitent for over a month
Hello, my hub5 has been intermittent for over a month now. I have four engineers come out to take a look at the problem. First visit, the engineer said everything is fine made a few changes to some of the cables in the house to help with some noise. as some cables was leading to a terminal doing nothing. He believed it was a communial box issue. So-called about the box issue outside, and got sent another engineer, they just changed the cable at the back of the modem. third engineer came as they though the box was in my property, but I said it was the communial box. Fourth engineer arrived to replace the omni box instead, they checked and said it does not need replacing. I work from home, and the service that is being provided is not great. The internet being provided has been poor and the cause of the problem has still not been fixed after four visits. The internet is going offline every day, it's terrible during the day, and goes offline at night time. Mod Edit : Image removed due to containing personal informationWiFi keeps dropping out or so poor it’s causing calls to pixelate/sound to go
We’ve just switched to Virgin and the internet connection has been completely awful. We both WFH and have regularly had to use our mobile data to have enough connection to run a Teams call without it dropping out. The broadband test says connection is fine, we’ve checked all the plugs are in, makes no difference. How can I get help with this? Or is just better to cancel and go with another provider?I'm pulling my hair out,
We've had a terrible connection for a while now and had many engineers out, replaced everything and no solution, curious if anyone here has any advice. We have a broadband quality monitor and the results speak for themselves on quality but curious if anyone could give any feedback on potential causes? We are on the 1GB plan, we had some major trouble before I set up the quality monitor that resolve for a while somewhat and keeps coming back worse than ever, Video: https://drive.google.com/file/d/1PZWj1BXLAzTrvYPeH2z6j4htKV9s3CYY/view?usp=sharing Please if anyone can help or needs me to provide anything else that might be useful do let me know, thanks, -LRSBroadband issue in my post code area for 6 days?!
Hi all, my Virgin broadband connection started acting up (intermittent connection, extremely slow, video streaming freezing constantly and barely loading) on the evening of Thursday 23rd Jan. I have checked on Virgin site for issues in my postcode on 24 Jan, and it said that there is a broadband issue in my postal code area, and they will have it fixed by Mon 27 Jan at 10:01am. I have signed up to their web team update service, and they sent me several conflicting messages over last 4 days, constantly changing the timeline of when they will fix it. They sent me 3 updates today, first one saying the engineer was on site and they will fix it by 18:00 on Mon 27 Jan. Then a few hours later they sent another update that they "have identified the problem" and they will now fix it by 29 Jan at 10:01 am. So it seems like I will be without any workable internet for at least another 34 hours. Am I entitled to compensation? Should I contact customer service to get them to rectify the fault faster?Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.
