{"id":25936,"date":"2021-02-16T07:09:25","date_gmt":"2021-02-16T07:09:25","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=25936"},"modified":"2021-02-16T13:59:45","modified_gmt":"2021-02-16T13:59:45","slug":"virgin-media-speed-woes-lead-to-customers-borrowing-wifi","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/02\/virgin-media-speed-woes-lead-to-customers-borrowing-wifi.html","title":{"rendered":"Virgin Media Speed Woes Lead to Customers Borrowing WiFi"},"content":{"rendered":"

A long-running problem on Virgin Media<\/a>’s broadband ISP network in Long Ditton, a residential suburb in the Borough of Elmbridge (Surrey, UK), has resulted in such slow speeds that some customers have resorted to unusual fixes, such as parking on neighbours driveways to borrow WiFi<\/a> or returning to the office instead of working from home.<\/p>\n

The situation in Long Ditton<\/strong> first came to our attention last October 2020 after two residents, initially only on one street, reported that they had been suffering from extremely slow broadband speeds for many weeks, which would see daytime performance drop sharply to as little as 4-30Mbps (Megabits per second) or even less. This seem to be true no matter which package the customers were taking.<\/p>\n

At first, we thought it was just a localised capacity problem or a power issue on the line, not least since their neighbours a couple of doors down seemed to have stable speeds. However, as time went by, we started to hear from others in the wider area (mostly within the KT6 and KT7 postcodes), all suffering from either similar or significantly worse problems with performance and connection stability.<\/p>\n

According to one local community representative, Richard Spencer<\/strong>, customers of Virgin Media<\/a>’s service have in some cases “resorted to temporary fixes such as parking on neighbours driveways<\/em>” to borrow their WiFi<\/a> (with permission) or to get a better 4G<\/a> (mobile data) signal. Meanwhile others have had to return to their places of work in order to get a good connection, despite Government guidance to “work from home where possible<\/em>“.<\/p>\n

Local Facebook and WhatsApp groups are similarly filled with posts telling how locals are being impacted by the problems, many of which have expressed frustration at the continuing lack of clarity and effective support from Virgin Media<\/a>’s customer service team. A Twitter hash-tag setup by the community (#losingmyvirginIT<\/strong><\/a>) has also attracted plenty of related gripes.<\/p>\n

Richard Spencer told ISPreview.co.uk:<\/strong><\/p>\n

“A fault on the Virgin Media network has existed since November 2020 with the speeds reduced to just a fraction of what they should be, impacting both download and upload speeds to the extent that many customers have found the service unusable during working hours.<\/p>\n

Some customers paying for speeds of 100mbps download and 10mbps upload regularly find the service dropping out during the day, and experience upload speeds that rarely get above 0.10mbps, making Zoom meetings and online lessons impossible at times. Some residents have resorted to working from their cars parked in neighbours driveways, and some teachers impacted by the problem have had to go into their schools despite the fact that they could teach online from home if they had functioning broadband.<\/p>\n

Many customers have been switching to alternative providers however this has created further problems as the surge in demand has exhausted all of the high speed connections from the local exchange on the Openreach<\/a> network, meaning that those who have not yet switched have no alternative but to wait for Virgin to resolve their issues.<\/p>\n

Staff at Virgin Media Customer Services originally seemed unaware of the scale of the issues, with some claiming that there were no known issues at all on the network and sending out replacement routers suggesting the faults lay with peoples equipment. More recently they have been reading from a script and advising of a resolution date, which has already been moved back on 4 occasions. This week the fix date was further delayed from 12th February to 26th February.”<\/p><\/blockquote>\n

As if to make matters worse, some customers have reported that it took them over 1 hour+ to get through to the ISP via their support lines (a sadly not uncommon gripe during the COVID-19 crisis), while others claim to have been told by the provider that the issue is estimated to be affecting more than “25,000<\/em>” premises. However, Virgin Media denied this and suggested that it was only affecting hundreds of customers, not thousands.<\/p>\n

Meanwhile the provider’s service status page has continued to claim that there are “no known problems<\/em>” and, on the occasions that a fault is shown, then Richard claims that “messages are then sent to say it has been resolved at 6pm each day, only for it to return the following day<\/em>.”<\/p>\n

A Virgin Media Spokesperson said: <\/strong><\/p>\n

“A small number of customers in Long Ditton are experiencing intermittent issues with their broadband service which means that their speeds can be, at times, slower than normal. Work to fix the problem has taken longer than anticipated and been made more challenging by coronavirus restrictions. We are working hard to resolve the issue as soon as possible and apologise for any inconvenience caused.”<\/p><\/blockquote>\n

The provider has acknowledged that the local issues are indeed taking longer than they expected to resolve, although they did not elaborate on the cause of all this (network congestion is a strong candidate) or provide a firm date for when it might be resolved.<\/p>\n

Meanwhile some locals have informed us that Virgin Media now plans to have the issues fixed today, but customers have little faith in such predictions.<\/p>\n

UPDATE 1:57pm<\/strong><\/p>\n

One of the affected customers claims to have been told that the estimated fix date has just been pushed back, again, to 2nd March 2021.<\/p>\n","protected":false},"excerpt":{"rendered":"

A long-running problem on Virgin Media’s broadband ISP network in Long Ditton, a residential suburb in the Borough of Elmbridge (Surrey, UK), has resulted in such slow speeds that some customers have resorted to unusual fixes, such as parking on neighbours driveways to borrow WiFi or returning to the office instead of working from home.<\/p>\n","protected":false},"author":1,"featured_media":25937,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[449,475],"class_list":["post-25936","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-surrey","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nVirgin Media Speed Woes Lead to Customers Borrowing WiFi - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A long-running problem on Virgin Media's broadband ISP network in Long Ditton, a residential suburb in the Borough of Elmbridge (Surrey, UK), has resulted\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/02\/virgin-media-speed-woes-lead-to-customers-borrowing-wifi.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media Speed Woes Lead to Customers Borrowing WiFi - 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