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Virginmedia broadband broken in the Cambridge(?) area

I live in cambridge (CB1) and has has an XXL package with virginmedia.
This is supposed to give me 100 Mega bit per second (bps) download and 5 Mega bps upload.
Since 23 Oct 2012 it is broken, and I get something between 50K bps to 1 Mega bps, in other
words less than 1% of the speed.

Virgin media are aware of it, and report a fault on thier web site since 23 Oct 2012. They also say there
that is going to be fixed at XX, where XX is some time few hours ahead, and changes each few hours.
For example, last night it was thursday 8 Nov 10:30 AM (i.e. today morning), but now (10:05),
it changed to 04:30 pm. It been like that since 23 Oct 2012, changing typically twice a day.

Calling their customer is just useless, because they just look up and say:" well it is know and it is going to be
fixed shortly at XX".

First, do other people have this problem, and how wide it is?

Secondly, does anybody know what actually is the problem?

---------- Latest info on their web site -----------

Reported: October 23 Tuesday 08:06 PM

Status [have been like that since 26 Oct]:

We have identified the problem and an engineer is on their way.

Our engineer is on site and they're working to fix the problem.

The problem is almost fixed - our engineers are carrying out their final checks.


Estimated fix time: November 08 Thursday 04:30 PM

----------------------- end ------------------------

Yehouda Harpaz
 
I can understand the fix date changing as engineers get closer to finding out where the fault is, other issues occur, ducts are blocked and so on.

Over a period of perhaps several days, if a residential service.

Not two or three weeks.

As Mark says, try the forum. If a day or two later your thread has a hundred other posts from the people in your area, that might escalate matters.

Virgin are known for offering bill credits or discounts for things like this, so another call threatening to cancel may not get it fixed more quickly, but might get you some cash back.
 
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Would seem there are many complaints about VM cable service amongst gamers, higher than normal pings this is customers who have been with VM years. Sadly VM still say nothing is wrong with the connections.
 
That's probably related to the latency / peering issue that we covered in the news this week.
 
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