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View Full Version : A typical evening on 20mbps Virgin!


shippo4
29-09-2009, 22:09
Well this has been the situation for almost a year now, unusable internet when I'm paying for 20meg..hmmmmm

https://www.cableforum.co.uk/images/local/2009/09/8.png (http://www.speedtest.net)
https://www.cableforum.co.uk/images/local/2009/09/9.png (http://www.speedtest.net)

cpc1-basf3-0-0-cust***.nott.cable.ntl.com - had a letter from Virgin's complaints team at their head office, which openly told me there is a known on-going fault in my area (I presume oversubscribed) and that I'd still have to pay full price or cancel the service! Well you can imagine the next conversation can't you!

I've given up all hope of this ever being sorted to be brutally honest. It's got to the point where I am seriously considering moving house so I can get ADSL because they are nothing short of terrible.

Terrible customer service
Terrible broadband speeds
Terrible employee knowledge
Terrible system of handling complaints

I can't go through the whole situation as it would take FAR too long, just know that I am close to setting Virgin's head office on fire...:mad:

---------- Post added at 21:09 ---------- Previous post was at 20:55 ----------

After 15 mins on hold someone answers then I'm immediatley cut off...had to re-dial - been sat here for another 15 minutes now.

AbyssUnderground
30-09-2009, 00:40
Have you had a new modem at all?
Can you post your signal levels?
Do you get the same at peak and off-peak times, and during the early hours?

gobbledigook
30-09-2009, 12:52
the person who wrote to you from the customer concern team (complaints) should have put full contact details on their letter? if not then they are not doing their job correctly! They should have only written to you after attempting to contact you on 3 occasions at different times to resolve the issue.

next time you speak to customer services ask them to email the person who wrote to you and cc that persons line manager in, asking them to contact you asap as your issue is not resolved. Make sure notes are put on your account to reflect this. unfortunately the number for customer concern changes every now and then, and cust services are not normally aloud to transfer you through.

Paul
30-09-2009, 13:14
I would be interested in what the "known" fault is as Im also connected to Basford.

Sickofvirgin
30-09-2009, 18:59
Same here matey...

http://www.cableforum.co.uk/board/12/33656030-virgin-broadband-had-enough-now.html

Think it's time for another of my fantastic shame sites to come into effect here.

Risco
30-09-2009, 21:01
Took me 9 months of denials and complaints to virgin media. It was finally found out that I had a corroded pipe in the pit outside my house. As soon as they fixed that my speeds became normal.

Get an engineer out to check your pit!

caph
30-09-2009, 21:23
Hi Shippo, I was on 20Mb on BASF3 which is chronically oversubscribed to the point of being unusable.

The only way I got off was by going through CISAS. It took 9 months and I received about £350 compensation before I finally got moved to BASF9 (new DOCSIS3 CMTS).

You can read about it here http://www.cableforum.co.uk/board/12/33649361-virgin-policy-sod-the-customers.html

You SHOULD have been moved to a DOCSIS3 CMTS after the Basford exchange was upgraded as this was the official policy that I was told by the CEO's office. However this doesn't seem to have happened and I was even moved back to BASF3 for a while before I kicked up a stink and got moved back to BASF9.

The bottom line is that Virgn have known you are on a virtually unusable UBR for a year now but don't give a damn.

Go to the CISAS website and lodge a complaint and claim compensation for everything you have paid for broadband for the past year. If you want any written proof and admissions of guilt by Virgin about BASF3 I have a truck load that I am more than willing to PM you. You will probably find they will move you to a 50Mb CMTS pronto.

Virgin's lack of action on the oversubscription on this UBR is nothing short of outrageous.

shippo4
03-10-2009, 01:20
I would be interested in what the "known" fault is as Im also connected to Basford.

They wouldn't say, however upon posting in newsgroups it appears our UBR is HEAVILY oversubscribed.

@ Other suggestions - I have tried everything - I've had an engineer out, changed modem, I check my power levels all the time they're spot on.

This is the kind of connection I'd expect on ADSL due to attenuation....on cable it's just a joke.

I phoned them and told them I'm leaving unless the gave me fair compensation - they've agreed to give me £30 off my bill for the next 9 months ( the total time my complaint has been open) and I've bitten the bullet and upgraded to 50meg. I'll update on how this goes, I'm having install on Fri 9th Oct.

Yes I'm paying more money, but whilst they're effectively paying most of my broadband bill for the most part of a year, though I should at least try to get a decent speed!

Thanks for your post Caph greatly appreciated - I basicly threatened them with opening a complaint with CISAS and they folded like paper...maybe I should have filed anyway to get their arses in gear.

Andyjm1983
05-10-2009, 17:41
i have the same problem, im in bulwell nottingham. Im meant to be on 10mb but im still only getting 2mb. Absolute rubbish. An engineer has been out twice and they still cant find the problem. Im p.... off with this rubbish virgin media.

shippo4
05-10-2009, 20:41
https://www.cableforum.co.uk/images/local/2009/10/74.png (http://www.speedtest.net)

Terrible as usual today - 20meg the mother of all broadband.

Getting 50mbps on Friday, & it best damn well be close to 50

Ignitionnet
05-10-2009, 21:04
I would be interested in what the "known" fault is as Im also connected to Basford.

There's at least 32 legacy cards in Basford, I'm sure he just meant his 'area' as in the 'area' served by his card had a 'known' fault, not every card on every CMTS in Basford. That would be sensationally bad.

Goreki
05-10-2009, 21:54
Hi everyone, I am new to the forum, it's good to be here and it looks like a fantastic place to get some help.

I am suffering from the same problem as a few people in this thread. I am currently paying for an 20mb connection yet I'm often finding myself with speeds below 1MB. I have even had a number of times where my connection speed is so bad I haven't been able to connect to the internet at all. It can be absolutely awful at times, fortunately today is an "ok day"...

https://www.cableforum.co.uk/images/local/2009/10/72.png (http://www.speedtest.net)

I want to make some complaints but want to do it in the right manner so something will be done about it. Can someone recommend where the best place to start is and what steps should be taken?

Thanks a lot.

Turkey Machine
05-10-2009, 22:01
First thing to do is post your power and SNR levels from your modem config. http://192.168.100.1, username root password root are the defaults. The pages from memory are Downstream and Upstream. Just double-check the Config page too. DO NOT POST YOUR MAC ADDRESS!!!!!

Goreki
05-10-2009, 23:50
Sorry I'm very new to all of this and I'm a little unsure of what you mean. I had forgot to mention that I am on an ADSL connection using a Netgear wireless router, though my main computer uses a wired connection. Sorry I should of mentioned this in my last post. I assumed you were talking of a cable modem, but I had a little dig about regardless...

I think this is the information you asked for?

Connection Speed - Downstream: 8128 kbps - Upstream: 448 kbps
Line Attenuation - Downstream: 20.0 db - Upstream: 10.0 db
Noise Margin - Downstream: 10.7 db - Upstream: 17.0 db

Thanks.

Turkey Machine
06-10-2009, 12:50
Ah, that wasn't clear from your post, as 20Mbit is a cable product also. :)

Those stats look fine. The key part is this: how far are you from the exchange? Have you had any problems with calls on the BT line? Dial 17070 option 2 to do a quiet line test. If you hear any cracks or pops or hissing on the line, BT have a duty to fix it, except when you're using an extension lead.