Crappy Virgin Broadband

Holeypockets

I have just got back online after the connection went down again. This is the third time in as many weeks. I have not been able to use the internet for the past 2 Sundays. I have written and complained to virgin who don't offer much help at all - they won;t refund any of my payments. I would really like to vote with my feet and ditch them but I am on a annual contract until next January.

Does anyone know if they have a service level agreement with regard to unplanned broadband down time. I want out of the contract.

thanks

FreheitOverture

I don't think so. Oddly I signed up to a 12 month contract at £10 per month, however I canceled this month after only 10 months of the contract Maybe they will charge me and then again, maybe not.

They are completely useless anyway, think Im going with Be next year

Sput2001

Is it ADSL broadband or Cable?

If it's ADSL then there's a good chance that it's bot Virgin's fault.

Holeypockets

It is cable. 2MB and slow at the best of times, not working at all other times.

duchy

What was the reason for the outages..........didn't tech support tell you ?

Enterprise_1701C

If it's anything like the rest of their package there is a get-out clause for THEM about the service time and outages etc!

Holeypockets

Couldn't understand much of what the tech support bloke said because he was Indian. I am not being racist - I just couldn't understand because of the very strong accent. He did go through the basics - turn off and on etc and what lights were lit on the modem etc. He finished saying he would look into the problem and a few hours later it was fixed. Virgin's service is abysmal.

buglawton

Apparently routers or the street units store a log of their actual connection uptime - this log can be read by the techy even from India. I used this fact to persuade NTL/now Vigin to accept I really had a local fault. One new cable modem later and the reliability issue is basically fixed.

banger9365

i have had 4 modems when my setup was down stairees and my speed was up and down like a yo yo put now it moved up staires it's perfect, the enginere told me i was to near the street box it start with and now the few extra metres of cable put me in the ideal place and it shows ,silly really that a few metres make a differance
he also said it's like been to far from the exchange with adsl and been to close with cable do's the same thing (if you understand that)

fishfinger

Get them to book a fault and get an engineer out to check the levels and the modem.
If the levels have not been set right or have altered since installation ( to high to low, unbalanced, bad forward or return path old or bad connections ect, all can cause reduced or intermittent service.

infowatcher

fishfinger wrote: »

Get them to book a fault and get an engineer out to check the levels and the modem.
If the levels have not been set right or have altered since installation ( to high to low, unbalanced, bad forward or return path old or bad connections ect, all can cause reduced or intermittent service.

I agree, only got the virgin installed on 28th June and was faulty straight away, spoke to technical help who sent out an engineer on the 30th and he sorted it out, it was apparently the install engineer hadn't used his meter to check and set the levels correctly, now fixed and working a charm.