120M Sales/Oversubscription/Customer Service

hedgie · 13-10-2015, 20:53

Normally I am a supporter of Vm and can see through some of the glitches, after all I have been a cable customer since Nynex. I have recently moved house, in my old house I paid for, and got, a good 150Mb connection. I have moved recently, about 3 miles, and was told by VM there would be no issues.

Utter garbage, paying for 150Mb getting between 3Mb and 10Mb between 16:00 and 22:00, it peaks at around 45Mb between 23:00 and 01:30. cant be bothered staying up any longer. This is with an ethernet cable direct to the superHub2.

I called faults who did a few tests and said I was lucky to be getting anything over 40Mb due to congestion in my area, this was a known fault and will be around for weeks if not months.

When I moved I could have gone to BT or SKY as the area is Infinity enabled, but I stayed with VM on the basis of past performance.

I am disgusted that VM know there is a capacity / oversubscription issue but they still choose to sell packages their own tech staff say they can't deliver. To me this is miss selling at best if not fraud.

So after six weeks of getting less tham 30% of what Vm are supposed to provide I managed to haggle a one off £30 payment, I only got this after almost an hour on the phone to cutomer services.

I have been emailed to say I am being upgraded to 200Mb in January. i dont care/ 150Mb is enough for the six of us in this house.

VM need to spend a bit less cash on advertising and sales and a lot more cash on maintaining their infrastructure.

Annoyed of Warrington....

japitts · 14-10-2015, 09:47

If you've got a fault reference for the congestion, you should be able to get a monthly credit until that's resolved. That's what some people on here have done, myself included.

I'd much rather VM fix the congestion, but it at least makes it a bit more bearable in the meantime!

broadbandking · 15-10-2015, 05:46

VM sales team don't know about congestion so they are selling you a product they assume will work fine, as for the congestion there should be a date for it been resolved but again take that date with a pinch of salt, they only issue with VM is they will always have congestion due to demand increasing and there speed upgrades.

As you stated the upgrade to 200Mb is due in your area shortly which could mean there will be some upgrades going on soon which might sort your connection out.

DaMac · 15-10-2015, 08:06

Sales teams should be able to check existing known issues in an area and as such shouldn't confirm a quality of service until they check known issues in that area, anything else is just deceit.

jb66 · 15-10-2015, 10:49

Quote:

Originally Posted by DaMac

Sales teams should be able to check existing known issues in an area and as such shouldn't confirm a quality of service until they check known issues in that area, anything else is just deceit.

I dont know why a salesman would do that, they might loose a sale, better for them to let it get installed and if its poor they can cancel under the virgin 28day guarantee

pip08456 · 15-10-2015, 11:28

As with all sales people all they are interested in is meeting their targets.

Sephiroth · 15-10-2015, 18:05

I find it disreputable that VM don't tell customers the real peak timne speed they can expect.

Kushan · 15-10-2015, 18:51

Does anyone else?

sollp · 15-10-2015, 19:16

Quote:

Originally Posted by Sephiroth

I find it disreputable that VM don't tell customers the real peak timne speed they can expect.

Same as BT with the UPTO Speed. You don't get what you think you should basically

---------- Post added at 20:10 ---------- Previous post was at 19:57 ----------

http://store.virginmedia.com/broadband/speeds.html

http://bt.custhelp.com/app/answers/d...a_id/37257/346

---------- Post added at 20:16 ---------- Previous post was at 20:10 ----------

And Like BT, when you ring and complain they will quote all the issues affecting the speed and as i found with MY bt Infinity 2 BB, that as long as the speed is between 50-68Mb, they DO NOT SEE AN ISSUE. So I pay for 76Mb, line is capable of 68Mb, router connects at 54Mb....

Unlike VM where the customer sees a massive reduction of 20Mb on there service and the Engineers are running around trying fix the issue.

Sephiroth · 15-10-2015, 20:22

Quote:

Originally Posted by sollp

Same as BT with the UPTO Speed. You don't get what you think you should basically

---------- Post added at 20:10 ---------- Previous post was at 19:57 ----------

http://store.virginmedia.com/broadband/speeds.html

http://bt.custhelp.com/app/answers/d...a_id/37257/346

---------- Post added at 20:16 ---------- Previous post was at 20:10 ----------

And Like BT, when you ring and complain they will quote all the issues affecting the speed and as i found with MY bt Infinity 2 BB, that as long as the speed is between 50-68Mb, they DO NOT SEE AN ISSUE. So I pay for 76Mb, line is capable of 68Mb, router connects at 54Mb....

Unlike VM where the customer sees a massive reduction of 20Mb on there service and the Engineers are running around trying fix the issue.

I have a bit of better luck than you. My Infinity2 was a free upgrade (they did that for the early users). So I pay for Infinity1, am on Infinity2, and get arround 55/11 because of aluminium cable under ground.

pip08456 · 15-10-2015, 20:48

Quote:

Originally Posted by sollp

Same as BT with the UPTO Speed. You don't get what you think you should basically

---------- Post added at 20:10 ---------- Previous post was at 19:57 ----------

http://store.virginmedia.com/broadband/speeds.html

http://bt.custhelp.com/app/answers/d...a_id/37257/346

---------- Post added at 20:16 ---------- Previous post was at 20:10 ----------

And Like BT, when you ring and complain they will quote all the issues affecting the speed and as i found with MY bt Infinity 2 BB, that as long as the speed is between 50-68Mb, they DO NOT SEE AN ISSUE. So I pay for 76Mb, line is capable of 68Mb, router connects at 54Mb....

Unlike VM where the customer sees a massive reduction of 20Mb on there service and the Engineers are running around trying fix the issue.

If you have a HH5, login to it Troubleshooting/helpdesk post lines 1-12 and I'll take a look at it.

Ignitionnet · 15-10-2015, 22:55

Quote:

Originally Posted by sollp

And Like BT, when you ring and complain they will quote all the issues affecting the speed and as i found with MY bt Infinity 2 BB, that as long as the speed is between 50-68Mb, they DO NOT SEE AN ISSUE. So I pay for 76Mb, line is capable of 68Mb, router connects at 54Mb....

Unlike VM where the customer sees a massive reduction of 20Mb on there service and the Engineers are running around trying fix the issue.

I find that last paragraph pretty astonishing. VM couldn't care less if customers on 152Mb are hitting 20Mb as long as they don't hit it for too long during a 7 day period, let alone dropping 20Mb. A quick look at the VM forum shows people hitting sub-10Mb at peak times being told that their area 'hasn't breached thresholds'. I can show you customers on VM that have been paying for 152Mb and been achieving less than 10Mb at peak periods for over a year. Hardly 'running around trying to fix the issue'.

When you, or I, order a service from an xDSL ISP they will quote a speed range. That is what we are paying for and what they commit to provide. Indeed Ofcom regulate this and if the speeds fall below estimate too much we can leave free of charge.

At least we have a low end and a high end, and if we don't like it there are usually 40Mb products available. For a VM customer 'up to' can mean less than 10Mb/s during peak periods for several months on a 152Mb service.

xDSL has distance limitations that are outside of the ISP's control, it's a symptom of the technology. Cable has issues that are most definitely within the cable operator's control. VM do not make any attempt to ensure that services are congestion free, and will openly admit to this.

Incidentally the speed ranges are intentionally wide. They don't mean that your line is definitely capable of the higher end speed at all. If that were the case you'd have a single figure given. The estimates are based on the line length between the cabinet and the distribution point that serves your, and other, properties. If you are further away than most from that distribution point your speeds will be at the lower end. If uptake of FTTC in your area is high that'll also have an impact on the speeds due to crosstalk.

You were given an estimated speed range, your line performs within that speed range. The laws of physics are pretty unforgiving and they are what govern these speeds. This is in contrast to speeds on VM, which are entirely down to the laws of profitability.

pip08456 · 15-10-2015, 23:15

Nice one Igni!

qasdfdsaq · 16-10-2015, 16:48

Quote:

Originally Posted by pip08456

Nice one Igni!

I suspect this is going to be one of those wise posts I'll be quoting for many years to come.

DaMac · 16-10-2015, 18:49

Quote:

Originally Posted by jb66

I dont know why a salesman would do that, they might loose a sale, better for them to let it get installed and if its poor they can cancel under the virgin 28day guarantee

Anything else is just deceit.
Deceit is fraud.
Do the banks regret selling ppi?
Probably not, but they would if people where sent to jail for it.
Fraud is a jailable offence and should be treated as such.