Who to complain to next?
 

We have an ongoing utilisation fault on our (sotn15) cable segment. We are in our 4th year with no real progress. I posted last week on the VM forums and received this reply:

I have tried emailing the Virgin Media CEO's office in the past but just got a BS reply: planned work that transpired to have no material effect.

Should I try emailing the CEO of Liberty Global next? :)

Re: Who to complain to next?
 

If you can get a realistic speed from another supplier I would seriously consider moving.

Re: Who to complain to next?
 

If you are not happy then my advice is to go elsewhere ianch99.

Re: Who to complain to next?
 

No other fibre choice I am afraid :( Only other option is 5.5 to 12.5 Mbps ADSL ..

Re: Who to complain to next?
 

Sorry to hear that ianch99.

Re: Who to complain to next?
 

I had a similar issue - 3 years of over utilisation. I didn't really mind because at peak time it was still 50Mbs when I was paying for 152Mbps. But recently it got to sub 10mbit speeds and no end in sight and a cost of £42/monthly so I just cancelled.

Always had two lines for resilience so already knew the Plusnet FTTC had no such issues but with WiFi hotspotting a 4G you're never really without internet anymore so the Virgin's been binned. Also saw their broadband only price have had a bit of a hike.

Re: Who to complain to next?
 

we just had some work done for my local utilisation fault. speeds went up to about 50-100mb during peak times from 10mb.

there some more downstream channels now (different frequencies, etc.) Wonder if things will improve if/when I get a superhub 3.

I think the next complaint I will be making is to get the new hw when available to see if that improve things.

Re: Who to complain to next?
 

Have put up with it for several years as there is absolutely no point in complaining as nothing will be done. Have complained several times all to no avail. Strange that my slower speed is consistent and not erratic.

Re: Who to complain to next?
 

Thanks for all the replies, good (or bad) to see that I am not alone ..

Re: Who to complain to next?
 

@ianch99
I've just had my issue sorted after 6 monthes of what should have been 100 Mbps but was sometimes 2-3 Mbps.
Every month I called in and they refunded me £10.50 for the issue, not much but it helped.
I'd suggest you do the same if you haven't already.
Good luck

Re: Who to complain to next?
 

Many thanks for this. To be fair, a VM rep on the Community board has just added a £12.50 rolling monthly rebate until the next review date in March.

Re: Who to complain to next?
 

Good luck in Southampton, when I used to work VM your area was shocking and I mean shocking, I even tried speak to some powers at be and said this really bad but it fell on deaf ears, main issue is the students they hammer the connection all the time, I bet come July/August your speeds will improve.

Re: Who to complain to next?
 

Before it was overbuilt the ex-Videotron network was absolutely effing horrible.

Essentially a very basic return path was bodged together to allow for interactive TV and in their infinite wisdom sales decided broadband would be a good idea.

Fond memories of trying to help colleagues out with their upstream SNR problems.

Re: Who to complain to next?
 

Thanks guys, this is making me feel really optimistic :)

Re: Who to complain to next?
 

I had horrific issues with congestion on VM , I'm going back a while as I think it was 30mb speed we where on or should I say supposed to be on.

Not sure I'd ever come back to VM if I'm honest , whilst my BT Infinity 2 can't offer the headline speeds VM do it consistently provides me a great service day and night.

http://www.speedtest.net/my-result/i/1494909376

Re: Who to complain to next?
 

I am suffering signifcant congestion in WA5 postcode with no info at all from VM as to when it will be fixed, despite constant high profile local advertising for 200Mb !

I am seriously thinking of sacking off VM, if i can get out of my contract and go with BT. We have a household of six, four teenagers, and the variability sucks, when it drops below 10Mb. I do like TiVO though.....

Will let you know what my latest letter to the CEO team gets in the way of a reply......

Re: Who to complain to next?
 

OK CEO team have got back to me. The fault for the WA5 postcode congestion has been put back from January to May :(

No rational explanation as to why or who is responsible for the programme slippage.

The ONLY slight positive is that the CEO team have applied a rolling discount to my account to be automatically refereshed until the fault is cleared. This is something the helpdesk said was not possible.

I am still annoyed that although VM ackonowledge they can't supply the service as per their contract I am still bound by the 2 year contract penalty as TiVO and my Land Line are working fine.

They claim that they will unbundle my services and allow me to go to BT for broadband if its not fixed by May but they wont let me walk away from from the TV or landline elements of my contract.....:confused:

There was me thinking it was an all inclusive package...

I suppose its a bit like VW saying dont worry about emissions, the seatbelts and radio work fine on your car.

Overall not impressed.

Lets see what May brings...

Re: Who to complain to next?
 

Well ... after peak time slowdowns like this :

http://www.thinkbroadband.com/ping/s...31-01-2016.png

and this:

http://www.thinkbroadband.com/ping/s...01-02-2016.png

this outage happened:

http://www.thinkbroadband.com/ping/s...04-02-2016.png

and since then we have these graphs:

http://www.thinkbroadband.com/ping/s...05-02-2016.png

http://www.thinkbroadband.com/ping/s...06-02-2016.png

and good peak time speeds in the evening:

https://www.cableforum.co.uk/images/...2016/02/22.png
https://www.cableforum.co.uk/images/...2016/02/23.png

Please don't let them take it away ..

Re: Who to complain to next?
 

Pleased it seems to be working (finally) for you.

Re: Who to complain to next?
 

EDIT: Never mind, me being dense. You're still on CMTS 15, there was a resegmentation so you're sharing the bandwidth with fewer people.

I think Southampton has more Arris CMTS there now, there's a CMTS 16 and 17, both E6ks, to go alongside 14 and 15, also E6ks. 14 and 15 were installed together, 16 and 17 installed later.

Re: Who to complain to next?
 

Thanks for the update. Fingers crossed this resegmentation will keep speeds ok for a decent period of time ..

Sort of a serendipity moment as when I was discussing the impact of the Hub 3.0 rollout on congested segments, this happens :)