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Virgin dreadful again

  • Keith
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1 year 11 months ago - 1 year 11 months ago #215 by Keith
"Now fixed" - hah! It was up to speed over the weekend, but now down to a quarter speed again today (Monday) and slowing. Again, either the various tech teams are uncoordinated, or they are spinning lines while restricted capacity is being rotated among customers..
Last Edit: 1 year 11 months ago by Keith.
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1 year 11 months ago #214 by Howard
I had a text from Virgin yesterday saying the problem is now fixed. Seemed a bit sporadic during the day but I was at full speed last night. Are others experiencing the same? Does anyone know what the actual fault was?

I agree - a good company would alert their customers in advance rather that let technical support deal with hundreds of extra calls and dissatisfied customers.
  • Keith
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1 year 11 months ago - 1 year 11 months ago #213 by Keith
We continue to get speed fluctuating from an unusable 0.26MBps to as much as 50mbps (on a 40 MB contract) - all of which I recorded during yesterday.

A neighbour also contacted the Virgin support team but the person he was put through to did not appear to know (and did not acknowledge) any general work to upgrade the network, but sent an engineer. The engineer offered a fiver off together with the promise of an unasked-for 50MB in the future.

Either Virgin is a shambles where tech support do not know what is going on, or (more likely) they are instructed to sweet talk customers with promises of short term action to avoid defections. A decent company would have notified customers ahead of time that works were going to be carried out over a period of six weeks to upgrade capacity in the area, apologising in advance for disruption, offering partial refunds by way of compensation, and announcing an eventual speed upgrade for no extra charge to existing customers thereafter. But no....

The only thing stopping me from switching is past experience that BT are worse, and widespread reports that once a Sky contract is taken out, the company make it very, very difficult to end it. As for other providers - they are all using the BT network, so if that is unreliable then so are they.
Last Edit: 1 year 11 months ago by Keith.
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1 year 11 months ago #212 by David Meggitt
Yes, it is getting me down now...I phoned at 8:30pm and got resolution within 15mins.
At 8:30pm a speed test gave download at 26 Mb/s (instead of 100Mb/s)and upload of 3Mb/s - again too slow. After Help enquired of technical team informed that work was going on in the area and scheduled for completion c 15th July. During the day, my speeds should be at max, but in evening and w/e will suffer lower ones (increased demand on the network) They will apply a credit to my account. Hopefully, we will be able to enjoy a cost effective great service in a month. I have a natural bias against BT for their past policies which held back enhancement of connection innovation by competitors for decades!
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1 year 11 months ago #210 by Howard
They told me yesterday my modem wasn't showing good signal and booked an engineer - at the time, I though that sounded not plausible. I got a text later in the afternoon to say there is a network fault in the error and my engineer was now cancelled. Still bad speeds last night too.
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1 year 11 months ago #209 by TD_dom
Same issue here, v. slow traffic < 1mbs plus complete outage yesterday - spent half hour on phone to tech who could only say its due to ongoing maintenance and gave me no completion date. Anyway just seen Virgin van on the road (Angel rd) and speed has just jumped up to > 40mb . No idea whats going on , if it wasnt for BTs landline charge I'd be jumping ship.
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1 year 11 months ago #206 by Badger
Yes, I'm suffering the same problems too - having recently upgraded to 100mbs I'm getting <2Mbs. Resetting sometimes works, often makes no difference and occasionally knocks me off the network entirely (arrow light turns on modem green). Yesterday when I called they said their whole system was down (wonder if RBS payments operate on Virgin?). Today I was told the same as Keith - not enough cable in the area to cope and unlikely to be resolved until July 22nd.

In addition, they also diagnosed me with low downstream power levels and were sending a service engineer tomorrow to look at it.

But, I've just had a text saying they've cancelled the engineer because they've found a network problem in my area and will "confirm once this is resolved".
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1 year 11 months ago - 1 year 11 months ago #205 by tdres
I also have had problems the last few days. This morning it was less than 1mbps when I pay for 100.
I phoned and was told the same as Keith and offered a (small) refund which I accepted, there being nothing else to do. This evening I lost the connection entirely for about 2 hours. Do you think that was my punishment for complaining? :whistle:
Last Edit: 1 year 11 months ago by tdres.
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1 year 11 months ago #204 by Howard
Mine has been dreadful in the evening and now this morning, it is < 2Mbps and hardly useable. I spoke to tech support and they quoted the same reference that you have Keith. They also said my modem has weak signal so will send around an engineer but I don't buy that as a reason. I'll have to call up again and try and arrange some compensation.
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1 year 11 months ago #200 by David Meggitt
Can you confirm that you are using cable broadband as opposed to connection by traditional" BT "twisted" pair connection? I subscribe to Virgin Cable (initially at 60units and now upgraded to 100 units) and did notice some poorer performance this week in Weston Green.
  • Keith
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1 year 11 months ago #197 by Keith
I've been spun different lines by different parts of the Virgin broadband system before. See residents-association.com/forumarchives/...rgin-media-broadband

The speeds are still down around 6MBps this morning, the works will last until (at least) 22 July, and I'm not getting the service advertised and paid for - again. But Virgin are quick to put the prices up after they've "enhanced" your service (without you asking for it).
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1 year 11 months ago #195 by Greeny
Virgin have just been over, apparently they'd come straight from a house in Church Walk with the same issue and were able to diagnose a network fault covering the whole area. Apparently this is separate to the capacity work that is going on and as a result they've called out the networks team to come and resolve it for everyone. They said it should be fixed today with a bit of luck and that they'd schedule a remote check tomorrow to make sure that it was resolved.

Hopefully this should solve the immediate problems that some people are having but it obviously won't fix the overall capacity issue.
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1 year 11 months ago #193 by Greeny
I've also been having issues since Tuesday morning. The connection slows to a crawl and eventually drops, a reboot gets it back up again but the speed then fluctuates between about 3 and 60Mbps (I pay for 100Mbps). I called Virgin today and they have diagnosed me with low downstream power levels and are sending an engineer over to have a look first thing in the morning. I'll mention to the engineer that I'm not the only one with the issue but unless he's one of the better ones I doubt it will make a difference! Funnily enough they never mentioned anything about an ongoing repair, I might quote that job ref no. to him and see if he can look it up!
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1 year 11 months ago #192 by Howard
After reading your post, I realised my speed was also down at 1-2MBps (I pay for 60!). I rebooted my router and it went back up to 60. Annoying if this is going to be a regular occurrence. Thanks for the reference number - might prove useful should I need to complain :)
  • Keith
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1 year 11 months ago #190 by Keith
Dreadful Virgin broadband with speeds less than 1 MBps today. So when I call tech support, it turns out that this is because of repairs and renewals to cable in this area which will take until 22 July. Like, SIX WHOLE WEEKS of fluctuating service, at times unusable. I insisted on a refund as I will not be getting the service I pay for and rely upon during that period. After trying to talk me out of it five times, tech support agreed a refund for three weeks.

If Virgin Media were serious about customer relations then, as they knew the service would be degraded in our area for several weeks, they should have notified customers likely to be affected and fronted up compensation. But no. If you are likewise afflicted, you have to take the initiative to request fair recompense. Call them on 150 and demand a refund. The engineers' reference for the job they are doing here is F 003593574.