Quote:
Originally Posted by Nopanic
Not addressing the OPs issue directly, but OFCOM are not taken lightly by VM.
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and OFCOM will only address issues that are raised by a fairly large number of people it seems.
Individuals, like myself, with issues of service are totally ignored by Virgin and by OFCOM.
The problem I am having is that NO-ONE will address my issue directly.
I am passed from pillar to post by one incompetent jobsworth to another.
Every time I get close to the resolution date this date is revised back by Virgin.
My feeling is actually that Virgin have zero interest in investing in better infrastructure.
It is more profitable for them to just take our money and sit back and do the bare minimum- employing more foreign call centre staff to manage the complaints is more affordable than infrastructure investment.
You cannot even leave because every time you make a change to your service they tie you back in to a 12 month contract.
Don't believe me?
Look at this:
This letter is something I had to fight to get this letter because when they downgraded me yesterday (which did nothing to fix my issue and a manager in the technical assistance dept confirmed this) they acknowledged that moving me back to 50Mb would invoke a new 12 month contract.
I only agreed to let them downgrade me once I knew I had a letter coming because I've been stung by this before- 18 months ago I was signed up for another 12 months when I went from an M to XL TV package.
I didn't require an engineer and there was no good reason they gave me for signing me back up other than 'this is how we do it'.
Just thinking about me makes me want to invoke the swear filter.
This morning I've run about 10 different speed tests.
The fastest connection I can get is 2Mb/s.
Currently it is 1.98Mb/s.
I am supposed to have a 50Mb/s connection.
It is a joke.
To anyone else having performance issues, I suggest we join forces and blitz OFCOM all at once.
If enough of us complain all in the same day they will be forced to respond.
I highly recommend that people keep a log of every call made, the period of outage (or poor performance) and then present that information to OFCOM.
Virgin have 8 weeks to rectify the fault (this is also a complete mess- who can have no or little broadband for 2 months in 2011, not me for certain) and then they have to respond.