Virgin media letting broadband customers down

catkell

Complaint sent to the head of Virgin media for your info

neil.berkett@ virginmedia .co.uk

[FONT=&quot][/FONT]
[FONT=&quot]We live in Dorridge in the B93 area of Birmingham we upgraded form 20mb onto 60Mb via the VM Superhub [/FONT]
[FONT=&quot]Since upgrading we have received a sporadic and at time unusable internet connection.[/FONT]
[FONT=&quot]Problems include[/FONT]
· [FONT=&quot]Intermittant Sporadic variable download and upload speeds around from 4-8 Mbps with sporadic ping results [/FONT]
· [FONT=&quot]Computers freeze on web pages[/FONT]
· [FONT=&quot]Superhub keeps rebooting[/FONT]
· [FONT=&quot]downloads stop half way through[/FONT]
· [FONT=&quot]long waits on the customer service helpline only to be cut off[/FONT]
· [FONT=&quot]remote accessing of equipment that causes more problems and complete blackout of access[/FONT]
· [FONT=&quot]tickets raised then cancelled[/FONT]
· [FONT=&quot]Engineer visits cancelled[/FONT]
· [FONT=&quot]Same problems reoccur over and over[/FONT]
· [FONT=&quot]repeated attempts to resolve a problem that is due to the basic inability of the infrastructure to cope with the demands you are placing on it by allowing more and more customer to be added.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot] My husband is an IT consultant and on investigating further afield found that these problems are not isolated there are many others with the same problem in the B93 area. He found that a fault ticket F001989596 had been raised since a neighbour contacted the Virgin Media Head Office and board. VM promised to have the fault fixed in June then . The ticket was cancelled on 27-05-2012 16:07 stating the problem had been resolved. see below.1[/FONT]
[FONT=&quot]If we were the only ones having problems we could sort it our with your technical department as we have in the past. However the barrage of complaints on the forum, our neighbours, friends and co workers all having similar issues, feeling in the same way and spending hours of our precious time trying to resolve, attest to your company’s failure to deliver the service we are all paying for. [/FONT]
[FONT=&quot]We and our neighbours are still getting fluctuating download and upload speeds with sporadic ping results. The VM technicians are out here visiting houses and on the road at the VM boxes all the time saying they know there is still a problem. [/FONT][FONT=&quot]What you have achieved with the upgrade in a matter of months is the systematic tearing down of the excellent reputation and quality of service you have worked so hard to achieve over the last 6 years.[/FONT]
[FONT=&quot]What we want is a comprehensive understanding of what the underlying problems really are, what you intend to do to solve them, and what the timescale for achieving this is.[/FONT]
[FONT=&quot]1 "The fault was closed following call backs from our outage team. I have checked the utilisation levels for the last 7 days and they have indeed improved.[/FONT]
[FONT=&quot]Over the last couple of days, the utilisation levels wouldn't be considered service affecting at all. Are you experiencing slow speeds at all times or is it sporadically?[/FONT]
[FONT=&quot]Kind Regards,[/FONT]
[FONT=&quot]Oliver C Help & Support Forum Team"[/FONT][FONT=&quot][/FONT]

skyinsider

This is not an uncommon problem with Virgin and in 9 out of 10 cases (well, when I worked there) would be due to rats gnawing the fiber cable. Virgin have had to completely re-lay a substantial amount of cable over the last few years. This is due to the way the fiber was laid and the lack of protective coating on the cable.

In terms of the 'SuperHub' - it is a useless piece of equipment. A nice idea but doesn't work. Phone up and ask for the old style modem and router.

Moving forward with Virgin: if you want it. Call up and tell them it is their final chance and tell them you want to speak to a named contact who will take ownership. Only ever deal with this person.

If you can do without, process your cancellation and refuse to see out your notice period as they have breached their own terms.

Best of luck.

visidigi

catkell wrote: »

Complaint sent to the head of Virgin media for your info

neil.berkett@ virginmedia .co.uk

[FONT=&quot][/FONT]
[FONT=&quot]We live in Dorridge in the B93 area of Birmingham we upgraded form 20mb onto 60Mb via the VM Superhub [/FONT]
[FONT=&quot]Since upgrading we have received a sporadic and at time unusable internet connection.[/FONT]
[FONT=&quot]Problems include[/FONT]
· [FONT=&quot]Intermittant Sporadic variable download and upload speeds around from 4-8 Mbps with sporadic ping results [/FONT]
· [FONT=&quot]Computers freeze on web pages[/FONT]
· [FONT=&quot]Superhub keeps rebooting[/FONT]
· [FONT=&quot]downloads stop half way through[/FONT]
· [FONT=&quot]long waits on the customer service helpline only to be cut off[/FONT]
· [FONT=&quot]remote accessing of equipment that causes more problems and complete blackout of access[/FONT]
· [FONT=&quot]tickets raised then cancelled[/FONT]
· [FONT=&quot]Engineer visits cancelled[/FONT]
· [FONT=&quot]Same problems reoccur over and over[/FONT]
· [FONT=&quot]repeated attempts to resolve a problem that is due to the basic inability of the infrastructure to cope with the demands you are placing on it by allowing more and more customer to be added.[/FONT]
[FONT=&quot] [/FONT]

Are you streaming? Whats your usage like? Are you hitting throttled badwidth restrictions due to excessive use and this is whats throttling your connection? Have you tested the speed on a wired connection (wireless is MUCH less performance wise than a wired connection, 30mb will only be consistently achievable on a wired connection.