Re: Virgin let us down big time - advice?
 

You are right. They used to list the upload speeds for business services. For the 50 Mb/s business service the upstream speed is 5 Mb/s. for the 152 Mb/s business service I was quoted 'up to 15 Mb/s' but gather it is actually 12, Maybe when someone who has that service reads this they can confirm.

In terms of bandwidth guarantees - this is common amongst broadband providers. If you need guaranteed bandwidth then a traditional leased line service might be more appropriate.

The SLAs on the business service does offer a faster fix time then residential. I, for one have had very swift responses to faults. Certainly in the evenings the person that answers the faults line is the very same engineer that will login to the CMTS infrastructure and troubleshoot with you while you are on the phone. I have had faults cleared that way.

Congestion faults requiring a node split clearly go for further planning, but have seen that happen within a week of reporting.

A visit requiring an engineer visit can be late at night/weekend. The fault repair service for business broadband is excellent in my experience.

Now to balance that the way the new firmware has been handled is poor, and there were many lessons VMB should have learned from this.

Re: Virgin let us down big time - advice?
 

That is interesting, thanks for sharing.

Good to see they have night shift techs to come out and fix something (with exception of course - they can't do any roadwork etc at time time of night).

Re: Virgin let us down big time - advice?
 

Yes agreed - however on site troubleshooting etc and swap of Superhub or cabinet work etc will be done 24/7.

They quote a 24 hour fix on broadband still however as you say there are exceptions that have to be accepted - roadworks, major network changes etc would fall into that exception list.

a DDoS attack at some of their business broadband IP ranges was dealt with within about 2 hours of reporting on a Saturday evening not too long ago.