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  • FIRST POST
    • Dom29
    • By Dom29 27th Apr 16, 9:09 PM
    • 87Posts
    • 7Thanks
    Dom29
    Virgin Media Complete joke High utilisation Need help!
    • #1
    • 27th Apr 16, 9:09 PM
    Virgin Media Complete joke High utilisation Need help! 27th Apr 16 at 9:09 PM
    Hi,

    I pay for 50MB and during peak times 5pm-12am every single day im lucky to get 1-2MB

    Ive called virgin media countless times asking for them to resolve the issue back in october i was told it would be resolved in december, In december told it would be resolved in march & in march told August 16


    Ive called up and asked to cancel but been told i will be charged £220 to leave. i have had my bill reduced slightly but even if it was free I still wouldnt want it. Its a complete joke. I must have rang them over 20 times relating to this issue, ive been told time and time again different stories and got through to their IT guys who are useless. Its a High utilisation problem 100%

    Had the useless tech guys call me up and run pointless tests to try and fob me off basically i got through to cancelations multiple times and he keeps telling me as ive still got service they wont let me cancel. Im at my wits end as its completely and ultimately useless.

    Im in contract until september i only have broadband and phone from them.
    In my job i sometimes have to be on call in the evening (i work in IT) and if i have no internet connection i cannot work.

    Any advice would be appreciated as my end goal is to bin off virgin altogether and go for normal bt fibre. im close to just having it installed along-side. But i dont know what i can do. Tried twitter also and emailing them
Page 1
    • Cisco001
    • By Cisco001 28th Apr 16, 6:00 PM
    • 2,395 Posts
    • 1,018 Thanks
    Cisco001
    • #2
    • 28th Apr 16, 6:00 PM
    • #2
    • 28th Apr 16, 6:00 PM
    May i ask which area are you in?

    I am currently consider virgin vs plusnet vs bt...
    • Spookieuk
    • By Spookieuk 29th Apr 16, 8:52 AM
    • 57 Posts
    • 17 Thanks
    Spookieuk
    • #3
    • 29th Apr 16, 8:52 AM
    • #3
    • 29th Apr 16, 8:52 AM
    If you email the CEO office they should be able to release you from you contract
    Originally posted by jb66
    This seems like the best approach. If you've asked this many times so far and they still haven't released you then you're going to have to go to the top.
    • daleski75
    • By daleski75 29th Apr 16, 10:13 AM
    • 356 Posts
    • 88 Thanks
    daleski75
    • #4
    • 29th Apr 16, 10:13 AM
    • #4
    • 29th Apr 16, 10:13 AM
    Wait for them to increase their prices and leave penalty free which is what I did as my area 31 also had the same problem with speeds falling from 150mbit down to 5mbit in the evenings.
    • ic
    • By ic 2nd May 16, 9:25 AM
    • 2,398 Posts
    • 1,228 Thanks
    ic
    • #5
    • 2nd May 16, 9:25 AM
    • #5
    • 2nd May 16, 9:25 AM
    Wait for them to increase their prices and leave penalty free which is what I did as my area 31 also had the same problem with speeds falling from 150mbit down to 5mbit in the evenings.
    Originally posted by daleski75
    Just make sure that after you've spent an hour going through the rigmarole of cancelling, that they actually log it to your account. They didn't for me, and then charged me fees for leaving without notifying them when my phone number was ported away. It took another four hours of phone calls to get them to comprehend what had gone wrong, and then refund the fees I'd been wrongly charged...
    * my posts are made in good faith and only represent my own opinion, experience or understanding of a situation.
    • chris n tj
    • By chris n tj 2nd May 16, 9:34 AM
    • 2,259 Posts
    • 4,621 Thanks
    chris n tj
    • #6
    • 2nd May 16, 9:34 AM
    • #6
    • 2nd May 16, 9:34 AM
    When I had issues with Virgin Media I just emailed the CEO direct. Our problems were sorted out within days. Its worth a try. x




    tom.mockridge@virginmedia.co.uk
    RIP TJ. You my be gone, but never forgotten. Always in our hearts xxx
    He is your friend, your partner, your defender, your dog.
    You are his life, his love, his leader.
    He will be yours, faithful and true, to the last beat of his heart.
    You owe it to him to be worthy of such devotion.
    • kwikbreaks
    • By kwikbreaks 2nd May 16, 10:21 AM
    • 8,208 Posts
    • 4,066 Thanks
    kwikbreaks
    • #7
    • 2nd May 16, 10:21 AM
    • #7
    • 2nd May 16, 10:21 AM
    I'll be interested to see if that email survives intact. Whenever I've posted a CEO email address or even the most obvious website url to find them the posts or info have been deleted. I have no idea why other than the rule about not posting persoinal email addresses.

    I can confirm that the VM CEO office is a pretty good resource which I used a couple of times when I had the misfortune of using them for broadband.
    • Dom29
    • By Dom29 2nd May 16, 11:38 PM
    • 87 Posts
    • 7 Thanks
    Dom29
    • #8
    • 2nd May 16, 11:38 PM
    • #8
    • 2nd May 16, 11:38 PM
    Hi all , i emailed the CEO . got a rep calling me the next day saying he was from the complaints team. he refused to cancel without me paying a £130 cancellation fee. And he then told me the best he could do was offer me 100mb broadband for an extra £10 PM , which would lock me in for another 12 month ? complete joke! he had no idea what he was talking about as i know for a fact i could have a 500MB internet connection and it would still be the same during peak times. Hit a bit of a brick wall really.. Tempted to just go with plusnet and let this one die out.
    • jenniewb
    • By jenniewb 2nd May 16, 11:50 PM
    • 11,941 Posts
    • 11,368 Thanks
    jenniewb
    • #9
    • 2nd May 16, 11:50 PM
    • #9
    • 2nd May 16, 11:50 PM
    Hi all , i emailed the CEO . got a rep calling me the next day saying he was from the complaints team. he refused to cancel without me paying a £130 cancellation fee. And he then told me the best he could do was offer me 100mb broadband for an extra £10 PM , which would lock me in for another 12 month ? complete joke! he had no idea what he was talking about as i know for a fact i could have a 500MB internet connection and it would still be the same during peak times. Hit a bit of a brick wall really.. Tempted to just go with plusnet and let this one die out.
    Originally posted by Dom29


    Tried the ombudsman?
    • W1zz
    • By W1zz 5th May 16, 8:34 AM
    • 592 Posts
    • 154 Thanks
    W1zz
    I'm in exactly the same boat - 'utilization issues in my area'.

    This has been ongoing / noticeable to me since March. When I first reported it I was credited and given a fix date for end of March. The support guy even said the issue in my area had been ongoing since before Christmas.

    End of March, still no better. More credit, new fix date 4 May 2016.

    4 May - Still no better. New fix date '13 July 2016' and credited again.

    Been with Telewest / Blueyonder / Virgin Media since 2003 and speeds at times are worse than when I first joined on a 512MB package. I'm suppose to be on 100mb.

    During non-busy periods I get decent speeds. Non busy periods being when I'm either asleep or at work.

    From 7-8pm onwards in the evening it's unusable. The other day I got 0.16mb download

    I'm paying for Netflix, Amazon Prime, Xbox Live and other streaming services, so simply refunding my BB payments isn't helping matters.

    What makes it laughable is the amount of 'super fast boadband' adverts they're seem to be pushing at me. I'm due a speed boost from 100mb to 150mb by end of June. Can't see that happening. I'd gladly take a decrease and get a reliable 50mb at the moment.

    Last edited by W1zz; 05-05-2016 at 9:14 AM.
    • kwikbreaks
    • By kwikbreaks 5th May 16, 12:52 PM
    • 8,208 Posts
    • 4,066 Thanks
    kwikbreaks
    If you get the same sort of speed variation and reduction on a wired connection then it certainly points to heavy congestion caused by VM having far too many customers on the same channel group. It's a common issue and one of the reasons I left then vowing never to return.

    Cable technology can offer high headline speeds but not multiple users making constant use of those speeds. Just a few running torrents 24x7 and escaping the traffic management (VPNs maybe) will absolutely trash an area.
    • Dom29
    • By Dom29 9th May 16, 7:43 PM
    • 87 Posts
    • 7 Thanks
    Dom29
    Ive just taken out a new deal with plusnet , Free for the first 6 months (not including line rental that is ) going to unplug my virgin router and cancel my contract when its up , sadly another waste of money
    • LondonSE9
    • By LondonSE9 23rd Jun 16, 8:49 AM
    • 1 Posts
    • 1 Thanks
    LondonSE9
    Like Dom I have also been experiencing the slow peak time speeds for some time (2Mbits/s instead of 50Mbits/s). When I complain to VM I get the usual 'there are capacity restrictions affecting my area' - I am told it might be sorted in three months time - a 25% bill credit is applied - the process then repeats every three months.

    I have complained to Ofcom, specifically that VM is mis-selling 'superfast' cable broadband (an online form 'the way a service was sold' is available on Ofcom's website). Ofcom have responded that they do want to hear of consumer's opinions. They monitor these complaints and use this data to take enforcement action against specific providers that are breaking the rules.

    Ofcom do not deal with individual complaints (that is CISAS's role). But could I suggest anyone who is experiencing similar problems with VM to notify Ofcom so that they are aware that the problems are widespread? Ofcom might be persuaded by weight of complaints to force VM to stop offering broadband without a clear warning it will be useless in the peak period.
    • DonnySaver
    • By DonnySaver 22nd Sep 16, 10:47 AM
    • 289 Posts
    • 136 Thanks
    DonnySaver
    Indeed, the high utilization issues appear country wide. You only have to go onto the VirginMedia Customer forums to see the extent of the problems around the country. Most nights our broadband is next to useless or doesn't work at all.

    I joined VM in January and they have not been able to provide a reliable service from day 1. It turns out that the utilization fault I'm suffering from has been ongoing since 2015. Therefore they sold me this product knowing that they could never provide me with the service they advertised. It appears that many thousands of VM customers may well have been "mis-sold" their packages also.

    Why the likes of CISAS, OFCOM and the Advertising Standard bods are not doing more about this is beyond me. Virgin keep taking on more customers and yet their infrastructure seems unable to cope with the demand.

    Oh, by the way, VM sent me an email today telling me that they are going to charge me an extra £3.49/month for this rubbish!
    • ringo_24601
    • By ringo_24601 22nd Sep 16, 10:53 AM
    • 15,810 Posts
    • 25,028 Thanks
    ringo_24601
    I'm with VM. Just did a speed test. Can't grumble at this result!



    However, if I go over wifi...



    Have you asked your neighbours if they're having similar issues? The problem could be physically between the road and your home.
    • W1zz
    • By W1zz 22nd Sep 16, 12:25 PM
    • 592 Posts
    • 154 Thanks
    W1zz
    I'm with VM. Just did a speed test. Can't grumble at this result!



    However, if I go over wifi...



    Have you asked your neighbours if they're having similar issues? The problem could be physically between the road and your home.
    Originally posted by ringo_24601
    Repeat the test during peak hours 8pm - 11pm.

    My speeds are fine during off-peak (100mb+) but in the evening it's unusable, often as low as 1mb. Too many people on the network in my area at the same time.

    Although in 2 weeks time I have BT Broadband being installed. Cancelled with Virgin after 14 years. Their fix date of July passed and was extended to September. This also passed and then changed to December
    • DonnySaver
    • By DonnySaver 22nd Sep 16, 1:02 PM
    • 289 Posts
    • 136 Thanks
    DonnySaver
    Repeat the test during peak hours 8pm - 11pm.

    My speeds are fine during off-peak (100mb+) but in the evening it's unusable, often as low as 1mb. Too many people on the network in my area at the same time.

    Although in 2 weeks time I have BT Broadband being installed. Cancelled with Virgin after 14 years. Their fix date of July passed and was extended to September. This also passed and then changed to December
    Originally posted by W1zz
    Sounds familiar
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