Virgin Media Broadband charging 25p/min for its helpline

marleyboy

My 20Meg BB with VM has been kicking outat just 101kbs, (less than a 256k dial up modem) for nearly 5 weeks, except after 1am when it boosts to around 6-8meg. Engineer came round, said theres nothing he can do. So wheres that leave me.

espresso

marleyboy wrote: »

My 20Meg BB with VM has been kicking outat just 101kbs, (less than a 256k dial up modem)............

Actually 101k is more than twice the achievable speed using a 56k dial up modem! Sounds like you are being throttled.

W1zz

marleyboy wrote: »

My 20Meg BB with VM has been kicking outat just 101kbs, (less than a 256k dial up modem) for nearly 5 weeks, except after 1am when it boosts to around 6-8meg. Engineer came round, said theres nothing he can do. So wheres that leave me.

Try downloading two files at the same time from there own servers here -> http://gamefiles.virginmedia.com/blueyondergames/ Add together the speeds to work out your true download speed (provided by VM).

If your getting the 20MB speed then they'll say they only guarantee from thier server to you - Claiming that it's the places your downloading from that are restricting your speeds.

If you don't get full speed, remove any other external factors ie. Routers? So your left with Computer -> Cable Modem (or STB) -> Wall point. Also disable any firewalls your may be running on your PC.

Then if you still don't get full speed - Virgin Media has a problem.

Dacarlo

marleyboy wrote: »

Fortunatley for me, my 12 month min contract with VM is up, I am currently looking for alternatives, as I find it outragious that I have to pay so much for the constant faults I am STILL having to endure with them.

HOwever, those stuck within their contract with Virgin, should know that in introducing this premium number, they are in breach of the contract that you have signed up for, using this as the reason to terminate, they cannot charge you a fee for cancelling, as you did not sign up any contract with a premium rate number attached. Sure they will try to fish their way around this, but as it is, its not your breach, its theirs, so cancelling a contract on those grounds completely covers you.

This is interesting since I used VM having moved house and been trapped into switching to their ADSL or face a £100 disconnection fee. Now its only £50 but if this can get me out of that then great. Currently I'm trying to get out of it since their T&Cs state they're responsible for providing a good level of service.

It drops to dialup speeds everyday after 5pm. Nothing physically wrong with it, their network is just saturated. Way I see it is they're taking the mick.

djs61

Also VM (or Vermin Media from earlier in thread ) now traffic shapes downloads, if you download over an amount between 4pm and Midnight your speed is cut in half.
Since this was imposed, my speed never reaches the full bandwidth, with Telewest it ALWAYS did at all times.
Although they say unlimited downloads, they most certainly are not now.
Come back Telewest.

trubster

Thats a reason why the "Up To 20 meg" comes in to the description

cwaring

mattydj wrote: »

So I have paid £1.35 to tell Virgin that they have a fault with their own equip ...

You should have had this refunded by the TS bod. Maybe worth calling Customer Services to try and get it.

Just to mention that it is only Broadband Technical Support that has introduced this charge. All other faults can be reported on 151, for free, as usual.

he_peed_on_your_rug?

Someones probably already posted this but its a pretty handy forum for all things cable i.e. Virgin media (used to be ntlhell - had a better ring to it).

If youve got any question about your broadband theres someone who can help. If you want to whinge about customer service, they'll also be plenty of other people wholl listen (and join in!).

Cheaper than calling the helpline! Go to:

http://www.cablehell.co.uk/forums/

kinglarry

marleyboy wrote: »

HOwever, those stuck within their contract with Virgin, should know that in introducing this premium number, they are in breach of the contract that you have signed up for, using this as the reason to terminate, they cannot charge you a fee for cancelling, as you did not sign up any contract with a premium rate number attached. Sure they will try to fish their way around this, but as it is, its not your breach, its theirs, so cancelling a contract on those grounds completely covers you.

Is this true? I was with NTL for broadband, and with the changeover I also added the TV (tying me into a 12 contract). Can I use this to get myself out of both contracts, or will this only work with the broadband?

marleyboy

kinglarry wrote: »

Is this true? I was with NTL for broadband, and with the changeover I also added the TV (tying me into a 12 contract). Can I use this to get myself out of both contracts, or will this only work with the broadband?

Although the premium number does not effect the tv package, as you can still dial the free number for that, I suppose it depends wether or not you have it as an all inclusive package deal with them.