120M Who to complain to next?

ianch99 · 30-11-2015, 21:59

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:

Quote:

I've just checked for you and it's fault ref F003672572. The next review date 09/03/16

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?

arcimedes · 01-12-2015, 07:51

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

denphone · 01-12-2015, 07:54

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

ianch99 · 01-12-2015, 10:25

Quote:

Originally Posted by denphone

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

No other fibre choice I am afraid

Only other option is 5.5 to 12.5 Mbps ADSL ..

denphone · 01-12-2015, 11:49

Sorry to hear that ianch99.

Dush · 13-12-2015, 10:50

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.

philipp · 14-12-2015, 19:46

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.

nomadking · 14-12-2015, 20:03

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.

ianch99 · 15-12-2015, 10:55

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

kangocartman · 20-12-2015, 09:18

@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

ianch99 · 21-12-2015, 16:04

Quote:

Originally Posted by kangocartman

@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

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.

broadbandking · 23-12-2015, 18:17

Quote:

Originally Posted by ianch99

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.

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.

Ignitionnet · 23-12-2015, 21:42

Quote:

Originally Posted by broadbandking

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.

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.

ianch99 · 24-12-2015, 13:49

Thanks guys, this is making me feel really optimistic

muppetman11 · 03-01-2016, 08:08

Quote:

Originally Posted by Dush

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.

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