virgin broadband probs in SE22

[Brixtonemigre]

I was on the phone to Virgin today inquiring about the slow internet speeds on my home connection (5-21MBPS against an advertised rate of 100MBPS). Was put through to technical services, who told me that there has been an "outage" in the SE22 area that started 6 March and is expected not to be sorted until June 26. There'd been no notification of this, despite them having my mobile and email details. He did, however, say I would be compensated on future bills, although I wonder whether this would have happened had I not rung up. If anyone else wants to claim as well I suggest they get in touch: the outage reference is F005958405. (He said it was the SE22 area although I am not sure how exact this is)

[Psara]

i too live in SE22 and had some problems with Virgin broadband. they have confirmed the above but also told me the following;

The part of the network you are connected to gets congested at peak times because of very heavy traffic. In some instances its when part of the network is over subscribed.

We are working on upgrading the cabinets in your area to improve the service Estimated end date: 25 DEC 2019 00:00.

Prashant at 12:31, Jun 5:

You will get the credit for the same as per the Ofcom's credit policy

again not sure if you have to call to claim or if done automatically

[evilmanic]

You have to contact them and complain - they purposefully do not proactively monitor customers connections, so they don't have to give refunds unless you complain.

[worldwiser]

We've been getting quarterly credits for Virgin's underperformance since August 2016. It's about 120meg under the advertised speed we pay for. Every couple of months we get one of those job numbers but I've long since stopped holding my breath. I'll just keep taking the credits although I wish they'd fix it. The only reason I stick with them is that no-one else can offer me their high upload speeds but if they did I'd be off.

[evilmanic]

I took the plunge and upgraded to the 500M offering (worked out the same as my existing package after some negotiating.

You still get the large drops when the line is contested, but it's much more usable - Graphs here: https://p.datadoghq.com/sb/f065bbb28-9b343e7c45 (It's actually difficult to programatically monitor 500M download accurately)