{"id":22230,"date":"2020-05-11T12:05:12","date_gmt":"2020-05-11T11:05:12","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=22230"},"modified":"2020-05-12T13:18:27","modified_gmt":"2020-05-12T12:18:27","slug":"virgin-media-uk-fault-cuts-uploads-to-nearly-0mbps-in-watford","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/05\/virgin-media-uk-fault-cuts-uploads-to-nearly-0mbps-in-watford.html","title":{"rendered":"Virgin Media UK Fault Cuts Uploads to Nearly 0Mbps in Watford UPDATE2"},"content":{"rendered":"

Broadband ISP Virgin Media<\/a> UK is trying to fix an unusual fault that reduces upload speeds for some users in the Watford (WD18) area to just 0.07Mbps, while download speeds are unaffected. Customers have seen their access slow to a crawl and the struggle to contact the provider’s strained support team hasn’t helped.<\/p>\n

The problem itself appears to have started on Thursday (7th May 2020) and we have continued to see sporadic reports today. According to one of those who complained to ISPreview: “Uploading has stopped working (tests show 0mbps!). Started since Thursday. I’m told VM estimate fix by 18th May!,<\/em>” said VM customer Chris.<\/p>\n

In reality uploads haven’t stopped working completely, but they have slowed right down into the often deep sub-1Mbps territory (reported speeds vary between 0.2Mbps and 0.07Mbps) and that will certainly be making for quite an unpleasant experience when using the internet (uploads may not play the same sort of role as downloads but they’re still vital and very slow speeds can have a big impact on response times).<\/p>\n

A number of related topics about this issue can be found on Virgin’s Community Forum (here<\/a>, here<\/a> and here<\/a>), all saying the same thing and complaining about being unable to reach Virgin Media<\/a>’s support team. In fairness Virgin, much like other telecoms operators, is currently under significant workforce strain due to COVID-19<\/strong> and this has had an impact on their support channels.<\/p>\n

Sadly Virgin Media<\/a>’s service status once again page fails to mention the fault (this has become quite a common gripe with VM of late), although those who requested a line test did receive the following message from the provider: “We have detected an issue that may be affecting your broadband. This issue is caused by interference<\/strong> on our network impacting multiple customers in your area<\/em>.”<\/p>\n

At the time of writing we’re still helping VM spot the issue and are awaiting an official comment. The problem itself is quite a rare one but “interference<\/em>” (noise) is indeed one of the ways in which it can occur, which is more likely to occur when you have a combination of issues in a particular area (e.g. reduce capacity, extra use of DOCSIS<\/a> contention etc.). However latency seems to be fairly stable. We will update again later.<\/p>\n

UPDATE 12:28pm<\/strong><\/p>\n

Virgin Media has just this moment added a Service Status message for the issue, which includes a fix time of 6pm today.<\/p>\n

VM’s Service Status Message<\/strong><\/p>\n

We know of an issue in your area that results in loss of service.<\/p>\n

If you think you’ve experienced a loss of service, please register it as you may be eligible for bill credit if your service isn’t restored within two full working days following your registration.<\/p>\n

You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo\u00ae or V6 home menu. We are sorry and working hard to resolve this for you. … We have identified the problem and an engineer is on their way.<\/p><\/blockquote>\n

UPDATE 12th May 2020 @ 11:19am<\/strong><\/p>\n

The Service Status message has now shifted the fix time back to 6pm today rather than yesterday, but some customers are still separately being told that it may not be resolved until 18th May.<\/p>\n

UPDATE 12th May 2020 @ 1:17pm<\/strong><\/p>\n

A spokesperson for Virgin Media told ISPreview.co.uk: “We’ve resolved an issue which was affecting upload speeds for some of our customers in the Watford area and we apologise for the inconvenience caused<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Broadband ISP Virgin Media UK is trying to fix an unusual fault that reduces upload speeds for some users in the Watford (WD18) area to just 0.07Mbps, while download speeds are unaffected. 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