Delays to Virgin Media Broadband Speed Increases

bobqasl

To all Virgin Media customers:

Did you receive e-mails or postal mail telling you that your speed would be doubled this year e.g. 10Mb to 20Mb, 30Mb to 60Mb, etc?

Did you see the Usain Bolt adverts on TV promoting this?

Virgin Media had promoted the speed increase as being available to many customers from July this year.

Now almost all of us are being told by Virgin Media it will be Dec 12 to May 13 before this will be available.

It's not acceptable for Virgin Media to tell customers one thing and then not deliver without making suitable allowance.

Virgin Media need to make good on their promise and publicly state the reason for the delay.

bobqasl

There is a thread on the Virgin Media Help and Support forum that I have started to alert other customers to this issue

community dot virginmedia dot com

(unfortunately I can't post the direct link)

bobqasl

Further to my last post - Virgin are deleting posts on this subject from their Support Web site - see below:

I have asked for an explanation from the moderator and will update the thread when I hear back


Recent post
From: Moderator StephanieW
Sent: 19-07-2012 20:47
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Hey b!!!23,

You are receiving this message because you discussed moderator action. The content you have posted is:

I notice that the new thread I started on delays to the speed double has been deleted NOT VERY HONEST VIRGIN

Unfortunately, this kind of content is against our Forum Guidelines, specifically:

About our moderators

We reserve the right to delete any content on the forum that has broken our forum guidelines or is otherwise illegal, harmful, or inaccurate. We also reserve the right to limit access to the forum by temporarily or permanently banning a user from it. Please don't discuss forum bans or other moderator actions on the forum. If you need to discuss moderator actions on one of your posts please use the private message system.

We ask you to please refrain from posting this type of content on the forums. Before posting again, please review the Forum Guidelines. Please note that further violations of the Forum Guidelines may lead to the loss of your posting privileges.

Thank you for your attention in this matter, and we hope to see further positive contributions from you in the future. :smileyhappy:

We reserve the right to delete any content on the forum that has broken our forum guidelines or is otherwise illegal, harmful, or inaccurate. We also reserve the right to limit access to the forum by temporarily or permanently banning a user from it. Please don't discuss forum bans or other moderator actions on the forum. If you need to discuss moderator actions on one of your posts please use the private message system.

StephanieW

bobqasl

OK.

Here is Virgin Media's response:

Hiya b!!!23,



Your previous post was removed because you weren't asking for help or information but encouraging other users to contact trading standards which is not what this forum is for.



If you require any assistance and information please make a thread about doubling your speed baring in mind the Forum Guidelines.



Thanks for your understanding in this matter,



StephanieW


I will be contacting Trading Standards or whomever should best be aware of this ASA, etc.

It is not acceptable for Virgin Media to promote and promise a service they are not able to deliver

bobqasl

Virgin have now banned my account from using their support site - I guess this speaks volumes for where they stand on this issue.

I plan to raise this with Virgin Media Customer Service and Trading Standards/ASA.

Would be grateful for any additional MSE support

prowla

I purchased 60 Mb, but I think it said it was 30 when I checked out my router yesterday.

Phreaky

The dates were guidelines only, much like most of BT's Infinity dates that are continously moving all over the place as they fill out the rollout plans.

Not sure why you are getting so shirty about something which you will be receiving for free?

Nilrem

Phreaky wrote: »

The dates were guidelines only, much like most of BT's Infinity dates that are continously moving all over the place as they fill out the rollout plans.

That was my understanding, it was always from X onwards.
I'm a little disappointed at the delay in my area (could be 6+ months), but given the sort of back end work that can be needed, and the level of the possible network upgrades I'm not overly surprised it's slipped.

I wouldn't be surprised if they've run into problems with network utilisation in some areas and are having to upgrade more than expected, or are simply running into problems getting enough new modems out (or even having to send more engineers out than expected to sort out issues with the sginal - iirc anything over 30mb requires a docsis 3 modem, which requires a different signal level than the dociss 1 models, so connections that were fine with 30mb might not work reliably with 50mb)

colinrobbie

my area was scheduled for march/april 2012 and i saw it said it was complete in my area some time ago and i'd get the benefits in "the next few weeks" (according to the my virgin media)

i called them and they said they needed to change a code to access higher speeds which was done immediately.

they did however try to entice me with a superhub upgrade taking my 10meg to 30meg instead of 20meg, this would have resulted in a new contract (i am 2 months from end of contract)

very sneaky

Mulder00

My address showed up in the April to July bracket and changed recently - I checked again this morning and it's now change to October to December.

However, I wouldn't be contacting trading standards, they are still way ahead of the rest and it's a free upgrade anyway.

colinrobbie

Yes its free but when would I have got it if I hadn't enquired?