It may have taken three weeks but we finally managed to get a statement out of VirginMedia regarding the problems customers have been experiencing with their broadband ADSL services (slow speeds, high latency etc.). Statement follows:
Statement 1: (Regarding the issues from October)
A Virgin Media spokesperson said: "Some users reported issues with speed and disconnections on our ADSL service during part of October. This was the result of a fault on our routing equipment which has since been rectified. Virgin Media apologises for any inconvenience caused."
Regarding ongoing issues - the status page has been updated as below as of this afternoon.
VirginMedia hopes that the statement will clarify to customers that the issues have not been as a result of low capacity on their network. For those not wishing to visit Virgin's service status page we’ve re-posted the update below:
We are currently experiencing an uneven spread of traffic across different parts of the network, causing some customers to experience degradation in their broadband performance. This problem was also exacerbated by an unplanned outage which has been resolved. The traffic issue has been identified and the fix has been implemented. In conjunction with the broader improvements we are putting in place these should result in a significantly improved service.
We’d like to apologise for the inconvenience this may have caused you. We are monitoring the situation closely on a daily basis and will post further updates if necessary. In some individual cases, customers using routers or the Virgin Wireless Kit may also benefit immediately from forcing a new session by switching your router off & on again at the wall socket. We take our customer’s experience seriously and are working to resolve any issues as quickly as possible.
So far we have not received any new 'formal' complaints from VirginMedia customers since the 7th November, although it'll take another week or two to know for sure whether the problems have now been resolved.