Really slow speeds since 19/20th May

[stuartmcln]

All

As promised i today successfully switched from Virgin to BT, saved £7 pr month and my connection is wait for it..............8mb's whopping I can really see the difference immediately. I sent a formal letter of complaint to Virgin demanding money back, plus credit for inconvenience, and a formal addressing of the issues all have been facing, Ill post up here once i get a response.

Switch over people dont put up with the terrible VM service. its a commercial environment and these peple need to know that they cant take your money and not provide the service; they are breaking contracts here and they would have difficulty fighting a case if all these customers got together.

The switch to BT was super easy; up and running in 15mns with all laptops and main Mac. the new router arrived on time as promised. I would advise to always have your line with BT and have a seperate email service from your ISP that makes switching so much easier (only switching a package).

If you have your email or/and your line with your current ISP it is a tad more faffy but not much more and seriously if youve put up with months of rotten connection/hassles from Virgin you will really see the difference believe me.

Best of luck to all but move switch NOW.

[paulgarb]

Thanks for the post stuartmcln - confirmation if it were required that the problem is with VM & especially sweet for me as you are on my exchange. Your advice is sound & I will be switching ASAP. That only resolves part of the problem for me though - I hate being lied to &, even more, I hate being cheated. I really would like VM to man up & admit they are unable to support their side of the contract. We all know 'stuff' happens - how you deal with it is where you win or lose custom. Look at O2 - £10 voucher + 10% off my bill because their service was off for a couple of days. Lots of info, a real apology & tangible compensation. There is a real lesson to be learnt by VM if they are paying attention.

[dougz66]

Eh I think we know what compensation we will get, I did the formal complaint a second time and got NO response. VM you broke your OWN code of conduct in regards to complaints, as set out in your OWN documentation. So, we will get no answers, interestingly my speed has lifted a bit so is usable up to about 9pm, and starts to lag a bit. Fine if you are watching TV and not bothered how quick the page loads, but rubbish if you are placing a last minute bid on eBay, you'll miss it and get the rage. Think IDSN and you are close. I'm on holiday 4th August and have set that as my leaving date, probably Plusnet as I can halve my costs and have no contract.

[gdcairns]

Hi stuartmcln What address did you send your formal letter of complaint to?

[ITL]

Obviously I can't speak for anyone else, but I used the following address:

Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ

I also emailed VM and completed a feedback form. To date, and I suspect any future date, I have heard not a peep.

[paulgarb]

So - I'm back from my holiday and, guess what, nothing has changed and it is an important day for me wrt intenet activity. As a Mac user I have an operating system refresh and, mostly as a result of that, major updates on my iPhone (12) and iPad (9) and what can I do - nothing at all! My broadband is just as bad as it was 2 weeks ago, if not worse, and it has been like tihs for 3 solid motnths now. For this shambles I, a loyal customer of almost 15 years, pay £20+ a month, I report my problems, I follow them up, I connect with other people in the same boat, I use these forums, I go by the book and I get precisely nowhere. Day after day, week after week, month after month it is the same old story - nobody at VM does a single thing (forum support guys apart) to admit there is a problem or even offer to talk to me about it. 

While I am typing this I am trying to run a test on speedtest.net - 10 minutes have passed and it can't even find a VM server to run the tests against. 

Take note VM (not that I beleive anyone with a conscience reads these posts) I'm not at all happy with you jerking me around again and again. I will prove you are defrauding me and many other customers and I will make sure I broadcast it far and wide and I won't be surprised when you don't respond because I know you don't want my custom any more - why would you? You do not have the capability to provide the service. 

Oh and one last thing before I head off to my bed (long day travelling home from Croatia) - thanks for absolutely nothing - I've had it to the back teeth with your devious ways

[gdcairns]

I hear you Paul, absolutely tired with all of this.

I am done. Phoning for my mac code tomorrow morning.

[dsp]

Best of luck getting your MAC code - I requested mine back on the 17th July and have had to phone and email several times to actually get it - various unexplained 'problems with the system'.  Finally got the MAC code yesterday and I've just signed up with Plusnet who have a reputation for supplying a decent service with much more detailed technical backup than other ISP's.......we'll see if this true when the switchover takes place in five days time. I chose to pay the activation fee of £25 and didn't bother with the free modem which means I'm only on a month's notice rather than a one year contract - worth it for the peace of mind.   The thing I most feared - moving all my email from Virgin - proved to be a non-event.  I set up a gmail account and used the 'import emails and contacts' button which got all my emails up to one year back.  It's the same interface (virgin runs on google mail) but without the huge banner advert at the top.   Like Paulgarb above, I intend to broadcast my contempt for virgin everywhere I can.  I'll only be happy when East Lothian is a virgin-free zone (!)

DSP

[gdcairns]

Tonight, 07/08/12, 22:53

Ping: 1072ms

Download: 0.28mbps

Upload: 0.13mbps

Thankfully I only have 2 more days left of these speeds.

Shambolic!

[dougz66]

Mine exactly the same, dismal and slow. Cut out completely at its usual time, between 21.00 and 22.00

On a side note I eventually got a call about my second formal complaint, albeit over 2 weeks after I logged it, actually my other half took the call not me. Same person that "dealt" with my original complaint, and they gave me another 2 months free broadband, eh free slow speed broadband. And to fix my slow speed? Youve guessed, call technical support as there must be a fault at my end. Heard it all before.

Interesting that the call came on the 4th August, anyone who read my rant earlier will note I had set this as my leaving date. Calls have been made, I'll be away from VM soon...