Virgin Broadband

silkcutblue

Silly me for thinking that Virgin Broadband would mirror the rest of the Virgin Group in customer services.

I recently got an email asking me to stop downloading so much from my ISP, VIrgin: "In the interests of declogging our system we ask you to download a maximum of 1GB per day up to 5GB's per week. We may suspend your service if you don't adhere".

Fair enough, you all say. Not so, I reply; I'm on unlimited broadband. So I emailed them back, "Where on your site can I see my usage limits?" I mean, if they are monitoring me then I'd like to see the running total (yes, I can do it from my modem but it involves keeping a running total and I don't see why I should have to) Their answer: "that's not available, madam".

Hmmm, okay, I tried a different angle and it ended up going something like this (after explaining the letter I got to the Customer Services representative):

Me: Which package of yours is unlimited?
Virgin: The £24.99 a month package.
Me: You mean the one I am on?
Virgin: Yes.
Me: No, we're getting confused. I mean the UNLIMITED downloads per month.
Virgin: Well, they are limited to within reason.
Me: So it's not unlimited?
Virgin: It is - just within reason.
Me: So it's not unlimited.
Virgin: It is for most people, but some download too much so we limit them.
Me: It's unlimited for those who don't use it but for those who do - you have limits?
Virgin: We like everyone to enjoy the service
Me: By making them pay for a service you are not supplying? I'm not enjoying it.
Virgin: Would you like to speak to a supervisor?
Me: Smashing.

Didn't get anywhere. It was like GroundHog Day! Brick wall.


Surely unlimited = without limits?

gravitytolls

Virgin sound like they're ripping you off.
As they're breaking their contract by limiting your unlimited package, I would suggest changing ISP's.

We use AOL, and though I know many people complain about them, I can't fault them.

They have online help, and a free help line.

And truly unlimited downloading - my teenagers are on it all the time, the PC seems to be constantly downloading.

We pay £17.99(basic package) per month, and couldn't be more pleased.

aeuerby

I'd say change ISP too. We use plusnet and despite a thread further down we haven't had any problems with them at all and we've been with them for over 3 years.

Plusnet prices start from £14.99 pm based on a 1Gb usage (I think) over the cousre of the month if you are getting close to your limit (plusnet have a "View my usage" page) you can buy more Gb to cover you for that month and then change it the next. I think it's called pay as you go.

Anyway, have a look here's the link.

http://www.plus.net/residential/broadband/?link=res_broadbandlink

If you need anymore help let me know.

Angela.

silkcutblue

So it's not just me being unreasonable, then. I mean... if I was on the limited package with Virgin I wouldn't mind.

Now. There's only one problem with changing ISP's: I need one with no monthly contract. *Sighs* Yeah, bit of a problem.

I'll check out the ones rec'd on here anyway, because Virgin are just not nice!

Thanks for the replies

Fran

I changed from Virgin in January (not because of disatisfaction with the service except for customer services which is abysmal) but I was on the £24.99 package (which they kept taking even after supplier swap but that's a different thread), and one of my reasons for choosing that was the unlimited feature because of having a few users so didn't want to reach any limits. I would see what your local trading standards has to say about it.

Swattie

I have been with PlusNet for several years and am happy with them.

I did have a hiccup when I changed from Dial-up to BroadBand with them - but they did sort it out to my satisfaction.

The advantage is that their technical help-line and customer service lines are lo-call 0845 numbers and so don't cost an arm and a leg when there are problems unlike many others.

aeuerby

Also with Plusnet when you either call or email them a "Ticket" is always raised with the name of the person dealing with your problem on it so at least if it does go pear shaped there is an electronic "paper trail". Never had need of it yet though

geo555

Virgin have now stopped their "Unlimited" broadband package and replaced it with a 20gig limit a month. No warning or notification. Hmmm.