Virgin Media named as the worst for broadband problems
30-10-2018, 11:49
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#1
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cf.mega poster
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Virgin Media named as the worst for broadband problems
A which? survey has found Virgin Media are the worst for broadband problems
Quote:
45 percent of those surveyed insisted price rises were their biggest problem with the service.
21 percent said router issues were notable.
16 percent of customers declared they had been left without an internet connection at all for hours or even days at a time
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Quote:
A Virgin Media spokesman said: “We were surprised by Which?’s research in light of the fact that Virgin Media had the highest customer satisfaction levels according to Ofcom’s latest broadband survey, the gold standard in our industry.
“In addition, in Which?’s most recent broadband customer satisfaction survey, published just last month using the same set of data, we had the highest overall score of the major UK providers.
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https://www.itv.com/news/2018-10-29/...-which-survey/
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30-10-2018, 17:22
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#2
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Virgin Media Employee
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Re: Virgin Media named as the worst for broadband problems
From the Which? report
Ofcom complaints information
The telecoms regulator Ofcom publishes information on the number of complaints it gets about the biggest internet service providers.
Virgin Media generated 12 complaints per 100,000 customers in the first quarter of 2018. That's below the industry average (16 complaints per 100,000 customers). In comparison, TalkTalk generated the highest level of complaints (29 per 100,000) and Sky the lowest (five per 100,000).
I'm obviously biased but as a customer i get the speed I am supposed to and have had very few issues on any part of the service.
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30-10-2018, 18:58
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#3
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Architect of Ideas
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Re: Virgin Media named as the worst for broadband problems
I’m not sure “price rises” are a problem with the service as such. Yes, I’d like to pay less for many products because I’m a rational consumer, but it’s not really a problem with the quality or delivery of service.
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30-10-2018, 19:02
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#4
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Still alive and fighting
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Re: Virgin Media named as the worst for broadband problems
We rarely get a problem with Virgins broadband in our household as we have been customers with them for 17 years now.
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30-10-2018, 19:38
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#5
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Architect of Ideas
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Re: Virgin Media named as the worst for broadband problems
Similar here, the odd day of downtime in 20 years. Each time it was a problem in the area quickly resolved.
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31-10-2018, 10:26
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#6
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Re: Virgin Media named as the worst for broadband problems
The only recent problem was when they were upgrading the exchange for 350 Mb. Announcements were made so we knew what was happening. The only problem was with the phone as twice we lost phone service. On talking to the technician when he arrived it appeared that the phone connections at the exchange can easily be knocked of the pins.
In fact when he called he was able to cure several phone problems in the locality.
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01-11-2018, 00:14
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#7
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a giant headend
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Re: Virgin Media named as the worst for broadband problems
Downtime was rare until a few months ago, now it's usually a bit of downtime (1-4 hours) for a day or 2 each month.
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01-11-2018, 08:13
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#8
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The Invisible Woman
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Re: Virgin Media named as the worst for broadband problems
I also get the speed I'm supposed to and I've never had to pay to upgrade.
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01-11-2018, 14:52
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#9
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RIp Sweetness
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Re: Virgin Media named as the worst for broadband problems
Quote:
Originally Posted by Maggy J
I also get the speed I'm supposed to and I've never had to pay to upgrade.
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Same here. Been with Virgin media for 20 years and generally been very happy with the service I pay for.
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01-11-2018, 16:35
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#10
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laeva recumbens anguis
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Re: Virgin Media named as the worst for broadband problems
I think the issue is that Which counted
Quote:
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45 percent of those surveyed insisted price rises were their biggest problem with the service.
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whereas most people think faulty hardware/software, loss of service. or reduced speeds as "broadband problems"
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