No Compensation ?

[FyberOptyx]

I have been on the 20Mb broadband since it came out in my area more than 12 months ago.
The maximun speeds i have been getting in that time have been around 13-14Mb and working nights and using the net at 2-4am this obviously isn't a 'busy network' issue but as it was a lot faster then previous and the 'up to 20Mb' statement I didn't bother about it.
Anyway, since a couple of weeks before xmas to present I am only getting between 5-9 Mb at any time of the day.
After browsing a few of these posts and noticing many getting 18-20Mb I realised it was time to phone them up.
I called them last night and after going through some tests was told they would call me back, which they never did!
I called again this lunch time, and again we go through all these tests and again told they would call me back.
This time i was called back. I was told the modem I have installed isn't up to supplying 20Mb and they would be sending me a new one in the post.

Hang on a minute!!!

I have been paying a premium rate for a service that wasn't even available to me ?

I phoned them back to complain and after a few attempts i got hold of a local (Scotland) person. After explaining all i get is 'I'm sorry but there is nothing we can do about it, we cannot pay compensation that far back'

Am I asking for too much here ? Am I being treated unfairly ?

btw - my modem is a Ambit Cable Modem

[Sirius]

Originally Posted by FyberOptyx

btw - my modem is a Ambit Cable Modem

what model number ?

Originally Posted by FyberOptyx

I have been on the 20Mb broadband since it came out in my area more than 12 months ago.
The maximun speeds i have been getting in that time have been around 13-14Mb and working nights and using the net at 2-4am this obviously isn't a 'busy network' issue but as it was a lot faster then previous and the 'up to 20Mb' statement I didn't bother about it.
Anyway, since a couple of weeks before xmas to present I am only getting between 5-9 Mb at any time of the day.
After browsing a few of these posts and noticing many getting 18-20Mb I realised it was time to phone them up.
I called them last night and after going through some tests was told they would call me back, which they never did!
I called again this lunch time, and again we go through all these tests and again told they would call me back.
This time i was called back. I was told the modem I have installed isn't up to supplying 20Mb and they would be sending me a new one in the post.

Hang on a minute!!!

I have been paying a premium rate for a service that wasn't even available to me ?

I phoned them back to complain and after a few attempts i got hold of a local (Scotland) person. After explaining all i get is 'I'm sorry but there is nothing we can do about it, we cannot pay compensation that far back'

Am I asking for too much here ? Am I being treated unfairly ?

btw - my modem is a Ambit Cable Modem

What did you want a refund for?

[FyberOptyx]

I never said i wanted a refund. I do expect a small amount of compensation tho.
They have been charging me for something which they could not physically deliver.
As for the modem model - NTL Home 120 mean anything?

Also, at the time of phoning about this, I asked to cancel the movie package which I put on for the xmas period. I was told they couldn't and I would have to call back on the 20th when the month is over.

wtf ? - Today is the 19th and i have to call back tomorrow to cancel ? I sometimes wonder if this IS 2008

[Toto]

Originally Posted by FyberOptyx

I never said i wanted a refund. I do expect a small amount of compensation tho.
They have been charging me for something which they could not physically deliver.
As for the modem model - NTL Home 120 mean anything?

Also, at the time of phoning about this, I asked to cancel the movie package which I put on for the xmas period. I was told they couldn't and I would have to call back on the 20th when the month is over.

wtf ? - Today is the 19th and i have to call back tomorrow to cancel ? I sometimes wonder if this IS 2008

You have to keep a premium package for 30 days before you can cancel it, you can't call in before the 30 days is up.

[BenMcr]

Originally Posted by FyberOptyx

I have been on the 20Mb broadband since it came out in my area more than 12 months ago.

snip

I was told the modem I have installed isn't up to supplying 20Mb and they would be sending me a new one in the post.

The 20Mb service upgrades started last May, so unless you were in one of the test areas, you won't have had it for 12 months.

Originally Posted by FyberOptyx

I never said i wanted a refund. I do expect a small amount of compensation tho.
They have been charging me for something which they could not physically deliver.
As for the modem model - NTL Home 120 mean anything?

When the upgrades were happening there was a page on virginmedia.com that told you what areas were being upgraded and when. On the same page there was link which said 'Find out if you need a new modem for 20Mb' and if one was required, order it for free (or if you really wanted to, order a tech to swap it for a fee)

As you have also experienced, at any point, if you phoned in and said that you were on XL and were not getting the speeds, the support line also had the list of incompatible modems (Which is also HERE), and would/will immediately arrange a swap

At no point have Virgin (or ntl and telewest before it) actively swapped out hardware as part of a broadband upgrade. But they have always provided information on whether a swap is required and how to do it. If you dont look at the customer zone of the website on a regular basis (Where all info is posted), who knows what you may miss out on. (The wireless broadband trial is one for a start)

[FyberOptyx]

I have been paying £35 a month since October 2006 for a 20Mb service have the reciepts.
Of course I understand the minimum 1 month period but to not be able to tell them I don't want it after the month is up 1 day before is ludicrous

[Toto]

Originally Posted by FyberOptyx

I have been paying £35 a month since October 2006 for a 20Mb service have the reciepts.
Of course I understand the minimum 1 month period but to not be able to tell them I don't want it after the month is up 1 day before is ludicrous

£35 was for the 10Mb service, it was increased to £37 when the 20Mb service was introduced, and as explained in the previous post has only been in operation since May 2007.

It isn't ludicrous to expect you to call in if you are serious about cancelling, it could even be to your advantage as an incentive could be offered to you to take the premium package over an extended period.

Instead of asking for retrospective compensation, try asking for a discount for the next few months. Say you should get at least three months at £25 (4mb package).

[Stephen]

I am sure the description was 'Up to 20MB' when they launched the speed. as the network couldn't handle the full speed in all areas.

[Biggus]

Then offer to pay Up to £37 pm pro-rata for the speed you get

[bus_ter]

I'm with you on this one FyberOptyx,

I had been on the 20mb service for months before I discovered that my old modem was not able to provide the service. I had put my slower than expected speed down to the network being busy. Once I ordered the new modem it speeded right up (10M up to about 18+M).

At no time did they tell me I might need a new modem. They must assume everyone reads the site and will have found the link to check if you need a new modem or not. I only found this link after doing some research to try and find ways to speed up my internet.

This means there will be a large amount of users out there on the 20M service who don't actively check their net speed or read all the Virgin Internet webpages. Thus they'll be paying extra for a service they think they're getting, but they're not! I bet there are thousands of users like this.

So at the minimum Virgin Media should tell you when you order the 20mb service to check your modem, ideally (if they were half organised) they would have a record of which modems all their customers have and send out a new modem automatically if you need one.


On a separate note, they didn't ask for the old modem back. Do you think it's worth anything on eBay?

[slowcoach]

Originally Posted by bus_ter

I'm with you on this one FyberOptyx,

This means there will be a large amount of users out there on the 20M service who don't actively check their net speed or read all the Virgin Internet webpages. Thus they'll be paying extra for a service they think they're getting, but they're not! I bet there are thousands of users like this.

By not upgrading all 20Mb users modems automatically VM are saving a load of bandwidth and avoiding having to upgrade the infrastructure, surely you can see that his is the obvious course for a company like VM.

[bus_ter]

Originally Posted by slowcoach

By not upgrading all 20Mb users modems automatically VM are saving a load of bandwidth and avoiding having to upgrade the infrastructure, surely you can see that his is the obvious course for a company like VM.

Are you saying VM could be effectively hiding the fact you may need a new modem just to save bandwidth!? While still charging for the service!

Surely not even Virgin Media would sink that low!

Perhaps we should get the media to pick this up. Something along the lines of .."Virgin Media sell High speed Internet to users who's equipment is not capable of providing the service, yet this is equipment provided by the ISP for the job. Customers are NOT directly told they many need a new modem to get the service. The end result is thousands of Virgin Media Customers are paying for a service that their equipment does not let them receive!"

[BenMcr]

I know I've just posted this on another thread but:

When the 20Mb upgrades were being done they had a page that detailed the upgrade schedule and also said 'Do you need a new modem?'

HERE (from the wayback archive) if no-one believes me

If you did need a new one, you could then order one for free through the same site

So they DID tell people and they DID offer a way to get it replaced. If a customer then hasn't bothered, it is hardly Virgin's fault