Capped by Virgin Media

Wulfrune

Hello, I was wondering if someone might help me here. My wife, daughter & I have been suffering dramatic slow downs on our internet speeds with Virgin Mobile. All 3 of use are on the "All you can eat" package, which is sold as Unlimited Phone calls, Unlimited Texts and most importantly off all Unlimited Internet.

Sadly, I ended up as an inpatient in our local hospital which lasted a week. No problem I thought, I'll be able to keep myself amused by watching videos on Youtube, but as it turned out, this was impossible as I only had a 0.25 Down and Upload. Did the usual tests with the other phones and found they were all limited too. I switched SIMs with my friends who're on Virgin and I got good speed from them, bad from mine.

I ended up calling Virgin and they transferred to their tech support. It turns out that my wife has been streaming TV on her phone whilst she's at work and they informed me that she'd taken all our phones passed the "Cap". I questioned them as to what he meant by a cap, as the whole idea of being on an unlimited package was to mean exactly that. He told me it's not unlimited as it's governed by their "Fair use policy" and that my wife has exceeded this whist watching TV.

I don't know what to feel here, outraged? stupid for not reading the small print?

Am I with the wrong company here? is everyone else going to be the same?

How on earth can someone say "Unlimited" when clearly it's anything but?

Please, if you want to help me, fantastic, I'll be grateful. But I humbly request that I'm not targeted for insults and criticism, I am unwell at the moment and it would only add to my stresses.

I graciously thank you all in advance.

Thank you

Wulfrune

Gordon_Hose

All mobile companies have a fair usage policy with regards to internet, otherwise there will be people who take the proverbial.

Unfortunately OFCOM agree that they can advertise their packages as "Unlimited".

FUP's aren't a secret either, and you are bound by the terms you signed up to.

Wulfrune

Thank you for the prompt reply.

DO you think it's fair that they're sharing our cap with the other 2 users in the group?

onomatopoeia99

Wulfrune wrote: »

DO you think it's fair that they're sharing our cap with the other 2 users in the group?

If you all have individual contracts that you pay individually, but happen to live at the same address, then it's unfair.

If it's a single account with three devices, then it's fair.

Wulfrune

I have the first one onomatopoeia99, I will be on to Virgin in the morning


Thank you for the help, unless you have anything more to add, we can consider the matter closed.

Thank you very much.