125M : Vmng300

[Peter_]

Originally Posted by Zhadnost

I don't think I've ever had a letter detailing a speed upgrade. I don't know how long I've been a customer, but I remember paying £50/month for 1Mbit.

I know someone who is on the tariff that eventually became the 20/30Mbit tariff, who is using an Ambit 100. As you'd expect, he doesn't get close to 10Mbit, and tbh I didn't know that it was still supported on the network.

It doesn't matter how much I tell him to, he won't call up to get it replaced because he's scared that they'll put his bill up. (since his connection speed will be faster than when he signed up for it).

An opt-out email announcement service wouldn't be too much hassle.

Show him this post then as we will swap out such an old modem such as an NTL100 for free as it has no impact on his bill or contract as Virginmedia own the equipment and its upkeep is Virginmedia's responsibility.

Even if you were disconnecting your services in a fortnight and rang up with a fault we would either send out a replacement modem or a technician as that is included free of charge in your contract.

He could also post on the community forum and a team member will send him one out again for free.

[ajayahmed]

This thread is so saturated I only got up to page 10 and had to stop in horror and sign up to this forum to make this post..

Originally Posted by BenMcr

The process is 'You will sell the product as designed' not 'Make it up because the customer asks you to'

I know you're probably just in technical support because otherwise you would have apologised on the sales reps behalf but I hope you know that in contractual terms, anything a rep offers is legally binding. A customer can terminate a contract if what's told is not offered and even claim back what's already been paid. It doesn't have to be in writing. I sincerely recommend you contact your own legal department and take a crash course, it's not too late to be schooled.

Edit: Apologies for not adding anything of much value on the topic. I have the "Superhub" on 50Mb and I have never had much problems. I recently signed up to BT Infinity before Virgin Media introduced traffic management on their 50Mb and found that although network routes were generally shorter than the Virgin Media connection, the Virgin Media connection was more stable and had better throughput. After the traffic management was introduced, I have never had a problem. I cancelled my BT Infinity within 5-6 days but had to pay for what I used. Just remember, Virgin Media has cables underground, BT uses telegraph poles. Which would you trust?

[Nopanic]

Originally Posted by ajayahmed

This thread is so saturated I only got up to page 10 and had to stop in horror and sign up to this forum to make this post..



I know you're probably just in technical support because otherwise you would have apologised on the sales reps behalf but I hope you know that in contractual terms, anything a rep offers is legally binding. A customer can terminate a contract if what's told is not offered and even claim back what's already been paid. It doesn't have to be in writing. I sincerely recommend you contact your own legal department and take a crash course, it's not too late to be schooled.

Edit: Apologies for not adding anything of much value on the topic. I have the "Superhub" on 50Mb and I have never had much problems. I recently signed up to BT Infinity before Virgin Media introduced traffic management on their 50Mb and found that although network routes were generally shorter than the Virgin Media connection, the Virgin Media connection was more stable and had better throughput. After the traffic management was introduced, I have never had a problem. I cancelled my BT Infinity within 5-6 days but had to pay for what I used. Just remember, Virgin Media has cables underground, BT uses telegraph poles. Which would you trust?

Why would he apologise? and I don't think we have anyone from Tech support that posts here now, Ben certainly is just anything.

[kwikbreaks]

Originally Posted by ajayahmed

Just remember, Virgin Media has cables underground, BT uses telegraph poles. Which would you trust?

Just remember BT has a single user path back to fibre and VM's coax carries 200+ local users on. Sorry that your Infinity didn't work out. Most seem very satisfied with it.

[Peter_]

Originally Posted by ajayahmed

This thread is so saturated I only got up to page 10 and had to stop in horror and sign up to this forum to make this post..



I know you're probably just in technical support because otherwise you would have apologised on the sales reps behalf but I hope you know that in contractual terms, anything a rep offers is legally binding. A customer can terminate a contract if what's told is not offered and even claim back what's already been paid. It doesn't have to be in writing. I sincerely recommend you contact your own legal department and take a crash course, it's not too late to be schooled.

Do re read what I posted last year and what you posted above as it is a fact that all equipment is owned by Virgin Media and therefore they will replace outdated equipment for free with no change whatsoever to your package or bill, why would a legal department need to be spoken to for such a simple fact.

You went of at a tangent that has nothing whatsoever to do with the question.

By the way I no longer work for the company as they made all of the Albert Dock Liverpool office redundant.

[Sephiroth]

Originally Posted by kwikbreaks

Just remember BT has a single user path back to fibre and VM's coax carries 200+ local users on. Sorry that your Infinity didn't work out. Most seem very satisfied with it.

Kwikkie

What do you think fibre can do that coax can't in your context?

[General Maximus]

I think he meant that infinity is currently uncontended as far as the local loop is concerned

[Sephiroth]

But does it matter? If a motorway goes down from three lanes to two, the traffic rate reduces no matter where in the route that occurs.

[kwikbreaks]

My VM local loop is or at least was suffering from massive congestion - I was seeing < 10Mbps at times on 50Mbps. I was given a fix date about 3 months away so I downgraded to 10Mbps and vowed to leave VM as soon as Infinity became available. It could be OK now - I do always see 10Mbps but if a DOCSIS3 local pipe can't deliver 10Mbps then it really is stuffed.

The way VM let my area get massively overcontended and couldn't fix it in a reasonable timescale (I'd class a reasonable fix time as a couple of weeks maximum) made me lose all faith in them. I don't care what they say they are doing in the future about capacity and network management - so far as I'm comcerned they blew it in late 2011 for me and they will never see my business again as soon as I have a viable out. I would have gone to ADSL were it not for the iffy line I have - I'm hoping the fault isn't between the nearest cabinet and me or if it is they fix it during the Infinity install. If they don't I'm not sure what I'll do - probably go to a decent ADSL ISP who is capable of communicating with Openreach to get the line sorted out.

[General Maximus]

I know, but if it all of a sudden opened up to 4 lanes all the way down the route and the traffic volume stayed the same then everyone would fly through.

I think the point he was trying to make is that from our previous conversations in the past we have agreed that the issue with speed is the contention in the cabinets and once you get onto the core of the network everything is alright.

BT have overcome that problem afaik but providing a practically uncontended service and we are not fighting against hundreds or thousands of other customers for 200mbit of juice

[Chrysalis]

Seph whatever theories are in place it is evident a lot more people on VM have speed related problems than on infinity so clearly BT are handling their capacity better, especially as they use less traffic management.

I dont know how big the shared capacity is at the exchange level but my guess is it is bigger than 200mbit as the adsl backhauls were getting above that anyway apart from on the small exchanges.

[Nopanic]

Originally Posted by Chrysalis

Seph whatever theories are in place it is evident a lot more people on VM have speed related problems than on infinity so clearly BT are handling their capacity better, especially as they use less traffic management.

I dont know how big the shared capacity is at the exchange level but my guess is it is bigger than 200mbit as the adsl backhauls were getting above that anyway apart from on the small exchanges.

Compare the number of complaint against BT to that of VM .. 400k of Infinity customers is also not a fair comparison.

[kwikbreaks]

Most of the BT complaints will be about their ADSL services. As you say not a lot of Infinity customers yet so the service could deteriorate - if it ever gets as bad as my VM one I'll move on from that too (although to what I don't know) or maybe take up knitting.

[Chrysalis]

Originally Posted by Nopanic

Compare the number of complaint against BT to that of VM .. 400k of Infinity customers is also not a fair comparison.

its not the numbers its more the %.

I regular various forums on the net and its quite rare to see a speed complaint by a infinity customer. Even on BT's own forums the numbers are not particurly high.

Meanwhile hop onto the VM forums and 95% of the posts are congestion related.

VM are in a league of their own on congestion.

---------- Post added at 12:44 ---------- Previous post was at 12:42 ----------

Originally Posted by kwikbreaks

Most of the BT complaints will be about their ADSL services. As you say not a lot of Infinity customers yet so the service could deteriorate - if it ever gets as bad as my VM one I'll move on from that too (although to what I don't know) or maybe take up knitting.

This is true but I am not talking about if's but rather about whats happening now.

[JayAy]

Just had my speed doubled from 50M down to 100M down, still on 5M as part of the speed doubling upgrade.

Here's what it said on "MyVirginMedia" page:-

Great news! Your new broadband speed is up and running. It's possible your current modem might be struggling to keep up though.

Some of our older modems can't give you the full speed that we've upgraded you to. If that's the case for you, we'll send you a new combined modem and router - the Virgin Media Super Hub.

If you've already had a letter from us, click below to get your new Super Hub.

Get my Super Hub

If you don't know whether you need a new modem, click below to check.

Check my modem


When I click "Check my modem" here's what I get

Planning to go wireless?


We've done all the checks and it looks like your current modem is fine. Your new super fast broadband is up and running at the speed shown below..

Your new speed is up to 100Mb

If you're going to be using a wireless connection then you might want to swap your modem for a Virgin Media Super Hub, our latest combined modem and router with the best range so you can enjoy fast broadband around your home.
The Super Hub comes free with just a £20 QuickStart fee for installation and you'll automatically begin a new 12 month contract.
Find out more about the Super Hub
Click 'Upgrade me' to order your Super Hub.

Upgrade me




Guess which modem I have? A VMNG300 and am not being forced to switch to a Super Hub and certainly not going to do it voluntarily and pay too!. I was expecting to have to change (though not looking forward to it), but it seems that this is not the case. What's going on?

I also find the text about why you might want a Super Hub for "wireless" is a bit misleading if not worse - I'm sure it should read "If you're not going to be using a wireless connection..."