intermittent drops and slow speed in evening in Ottawa West

[Jonathan_in-Ottawa]

Wondering if anyone else is experiencing intermittent drops, typically maybe for less than a minute to 3 minutes  mostly in the evening and often speed will drop to 2-3mb/s (speedtest run from the modem interface) ?  This issue started Jan 17, 2022 I have run the virtual support tool multiple times and have put in calls to support multiple times. The three times I have spoken to support they have said they have made changes to my modem and will take affect in couple hours. One tech mentioned that they need to clear the congestion up line and it wasn't due to my modem.  I am wondering if the internet capacity is are over subscribed during peak evening usage?  I switched from bell fibe 500 after 18 months without any drops or issues, to virgin 100meg  strictly for cost saving, I thought since virgin (owned by bell) uses the same model modem and fibre to the house, connectivity would be same just a little slower. I did contact customer service and they have given me a  months credit, but I would rather just get the issue fixed. 

[VirginPlusAntgio · Accepted solution]

Hey there @Jonathan_in-Ottawa, thanks for your post. 

If and when you're experiencing network or speed issues, it is best to disconnect all devices from your modem and run the Virtual repair tool.

The Virtual repair tool will:

• Look for service outages in your area
• Check the equipment outside your home
• Reboot all your hardware
• Optimize the settings for your service

If it can’t solve the problem, the tool will even help you book a technician appointment.​