Quote:
Originally Posted by kwikbreaks
Which begs the question why VM aren't pro-actively upgrading areas before they get to the point where hundreds of customers are waiting maybe months to get an acceptable connection
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Well, the problem goes back years and years. Back in the NTL days, the network started to come under huge strain but NTL weren't exactly making money - so how could they fix anything? Instead, implement obscene STM to keep things ticking over, outsource the call centres and hope for the best.
The problem is that the areas just got worse and worse, to the point where VM now has a horrendous reputation. Recently (last year or two) they have been making an effort to fix those broken areas but now you have a choice - do you fix the broken areas, areas that have had shoddy service for months or years, or do you proactively fix the areas that aren't quite ready to fall over but aren't far off? The cost in either case is much the same...
So I believe that's what Virgin is doing, concentrating on the worst areas first, the areas that have had issues the longest and are making their way down the priority chain until (hopefully) they start being proactive.
I know the criteria for even raising a fault used to be 99% usage for more than 10% of the time, then that dropped to (I think) 95% and I think it has dropped again. From looking at what Virgin used to be like (75% STM for 5 hours) to what they're like now (40% max for 2 hours) and given that less people seem to be stuck in congestion hell, I think they are slowly getting better. They still have a lot of work to do but stuff is being done, at least.