Complaining about Virgin Media / NTL Broadband Speeds

gw5434

Hi all,

I have an Virgin Media XL broadband connection. I originally got this as the top 10Mbps NTL package and it was upgraded automatically to 20Mbps. I paid £37 per month for this.

So, imagine my surprise when I ran a set of speed tests three times a day for two weeks and found I was only getting 2.25 to 3.9 Mbps on average.

Has anyone else had any experience of complaining about the speeds and getting a refund?

Personally I think I should be refunded the difference between the lower 4Mbps package and the XL package I was on (I have downgraded to 10Mbps for now).

It's outrageous that I have been charged this amount for months and only been getting a speed that at its worst is 10% of what I should be getting.

I can accept that the 20Mbps is a theoretical maximum, but 2Mbps is ridiculous

normanmark

Well you need to call them up first, give them a chance to rectify the problem. If you still are not getting the speed then ask them what they're doing to sort it.

smcaul

How are you connected? If it via a wireless router then it is quite possible you are still getting a 20mb service. Both my laptops report only about 4-6mb when connected via wireless. Yet my desktop (which is connected via 1 router, then 2 switches and at least 40 mtrs of cable) reports speed tests of just a fraction under 20mb.

Try running the speed tests again connected by a cable (if not already).