VM admit that STM hours vary without notice

[ceedee]

Hi

KANA EMAIL REF: 2747xxx

Thanks for getting in touch with the Virgin Media Support team.

After looking in to this for you, I can confirm that you have hit our download amount threshold. The times change on a bank holiday and weekend.

As this started around 1pm, it will last until 6pm. I do apologise fot his, but for any further information please go here

http://allyours.virginmedia.com/html...t/traffic.html

If there's anything else we can help with, please let us know.

Kind regards,

Mod edit (Gavin): Personal info removed
Econtact Support Team
Virgin Media
KANA EMAIL REF:2747xxx

As far as I'm aware this is the first (quotable) admission from VM that they are routinely implementing STM out of the published hours despite there being no mention on the VM website.

Or have I got this completely wrong?

[BenMcr]

Nope you are right there. First I've heard of the weekend hours being different from the weekday ones.

Not good

[Toto]

That seems a complete admission yes, and I can't see what STM times apply for weekends and bank holidays, unless I missed something obvious.

Some weekday times are slowly changing depending on region and UBR capacity.

[moaningmags]

And tech support look like liars and idiots because they don't know about it.

[Toto]

It does make the STM system a bit of a farce in my opinion. VM have announced the peak times STM kicks in, thereby encouraging heavy users to download off-peek. Now they appear to be moving the goal posts a little without any supporting information.

Poor in my opinion, although I do agree with the STM policy in principal.

[ceedee]

Originally Posted by whydoIneedatech

Some weekday times are slowly changing depending on region and UBR capacity.

That email was referring to the afternoon of last Friday (a bank holiday, for later readers) and the user was already STM'd by 1pm. Which would indicate that it had 'started' late morning.
I'd say that was quite a *drastic* change...

Any idea if/when VM intend to inform us of these new STM limits?
(And the Tech Support staff too?)

[fatassmichael]

Originally Posted by whydoIneedatech

Some weekday times are slowly changing depending on region and UBR capacity.

But to quote the traffic management policy,

Will the thresholds change?

The way that our customers use their broadband is changing all the time, so it's possible that in the future we may increase or decrease the thresholds - don't worry though, we'll always let you know on our website if we're going to make any changes, and we don't expect the thresholds to change very often.

Seems VM are trying to shaft us again without letting us know.

[ceedee]

Originally Posted by moaningmags

And tech support look like liars and idiots because they don't know about it.

I'm actually as angry about that as I am about discovering they've changed the rules without bothering to notify us.

I bet TS will be rather 'upset'...

[brundles]

Not happy at all at that admission.

While I don't agree with having a limited connection during peak hours, I have configured my router to block certain types of traffic (i.e. newsgroups!) appropriately during that time so I don't go over the threshold.

How the hell am I supposed to manage my usage to avoid STM if I don't actually know when the triggers are?

Originally Posted by fatassmichael

But to quote the traffic management policy,

Will the thresholds change?

The way that our customers use their broadband is changing all the time, so it's possible that in the future we may increase or decrease the thresholds - don't worry though, we'll always let you know on our website if we're going to make any changes, and we don't expect the thresholds to change very often.

Seems VM are trying to shaft us again without letting us know.

You will find out if you ring to complain about slow speeds at unusual times like before Midday!!!

[moaningmags]

Upset is a very mild term for how I feel about this.
I'm furious, HTF am I supposed to do my job properly
when I'm missing information??

[Gary L]

This company enjoys lying to its customers. they get a big buzz from lying and cheating its customers. they think they're really clever always lying and deceiving its customers.

The STM changes (for weekends/bank hols) in some areas is 12pm-9pm

[ceedee]

I can confirm that this information is incorrect, the operating times for
STM do not change. Whilst we are aware of instances of it triggering
outside the normal hours, these cases are usually escalated to find the
cause


--
Kind Regards
Dxxx Lxxxxxx
Virgin Media Technical Support
http://status2.virginmedia.com/

Left-hand / right-hand problem?