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Fingers · 07-11-2008, 15:01

In early August, I had suffered nearly a month of shocking d/l speeds on my 20mb connection before I raised an issue. After going through all the relevant diagnosis tests with a very helpful (UK based) tech, we proved that it wasn't an issue with my PC/modem/wiring etc.

This led the tech to raise the issue with second line who informed us of a TX fault call with my UBR that had been raised (internally) in July. This then gave me an internal VM fault reference which I was able to take to a "Customer Concern" rep.

This rep looked at everything, found out when the UBR was scheduled to be repaired/replaced (end of November) and came back to me with an offer of Â£27 discount/rebate off my bill each month up to and including December. I happily accepted.

My connection is still up and I am not losing packets or having ping issues, just 10% of the normal d/l speed (usually 70kb/sec - 180kb/sec).

This gives you an idea of what it takes to get compensation. VM, in my experience, are fair if it is clear that something "abnormal" (such as a techncial fault) is causing you to suffer a reduction in service. However, slow speeds due to oversubscription or heavy usage in your area are very, very difficult to quantify.

07-11-2008, 15:01	#6
Fingers Inactive Join Date: Oct 2008 Location: London Age: 59 Services: All of them... Posts: 8	Re: Virgin Media compensation for Outages In early August, I had suffered nearly a month of shocking d/l speeds on my 20mb connection before I raised an issue. After going through all the relevant diagnosis tests with a very helpful (UK based) tech, we proved that it wasn't an issue with my PC/modem/wiring etc. This led the tech to raise the issue with second line who informed us of a TX fault call with my UBR that had been raised (internally) in July. This then gave me an internal VM fault reference which I was able to take to a "Customer Concern" rep. This rep looked at everything, found out when the UBR was scheduled to be repaired/replaced (end of November) and came back to me with an offer of Â£27 discount/rebate off my bill each month up to and including December. I happily accepted. My connection is still up and I am not losing packets or having ping issues, just 10% of the normal d/l speed (usually 70kb/sec - 180kb/sec). This gives you an idea of what it takes to get compensation. VM, in my experience, are fair if it is clear that something "abnormal" (such as a techncial fault) is causing you to suffer a reduction in service. However, slow speeds due to oversubscription or heavy usage in your area are very, very difficult to quantify.