on 21-07-2012 14:10
Ever since Virgin announced these upgrades my service (L 10Mbps - very reliable & at the upper end even during peak) was down for July 2012. As my speed hadn't changed I thought I'd check again.
It's now going to be between December 2012 - May 2013!!
I can understand delays of a couple of months but this is silly - can someone tell me what's happening & why this ridiculous extension?
on 24-07-2012 12:37
I'm going to have to point you towards the small print on the speed doubling site;
Dates are based on our current engineering plans and may be subject to change as we develop a more detailed schedule based on your personal requirements. For example, we may need to undertake further upgrades in your area before the speed increase. Some customers may also require an installation visit to ensure they receive the full benefit of the upgrade. Postcode checker is based on existing customer information, new customers may be upgraded later than the dates displayed.
on 24-07-2012 13:04
Small print my **bleep**, 'detailed' plans can come forwards as well as back. Dropping it back 8 months just means the original timeframes were a marketing ploy.
24-07-2012 16:57 - edited 24-07-2012 16:59
This is more than a little out to say the least. I had rather hoped to see an increase in speed before the summer is out (oops wrong comparison) or before autumn end & winter set in. Why can't suppliers be honest & tell people whats actually gone wrong? We'd be a lot more understanding with some honesty rather than pointing to some words describing how Virgin are covering posteriors.
I know things go wrong especially in a technical discipline, be nice to know why.
on 25-07-2012 04:17
on 27-07-2012 14:31
As this is a free upgrade you will not be provided with any compensation.
These delays are unavoidable, dates given were accurate at the time of being published and the small print clearly stated what could happen.
While it would be nice to be able to inform the massive amount of customers that we have of every change we make it is not as easy as one may believe.
Yes we sent you a leaflet about it at first but that was sent to every customer which is a lot easier.
on 27-07-2012 14:42
on 27-07-2012 14:48
Your area may well be ready even though the doublespeed.virginmedia.com website states otherwise.
Please remember that the dates we provide aim to be the latest dates. Yes I understand that they can be extended.
An area such as Birmingham for example can be covered by the same postcode but still has many, many different cabinets that you could be connected to. Your cabinet may be ready but the next may not be. The doublespeed checker relies on the beginning of your postcode and not the exact cabinet that you are connected to.
I would like to point out again that this is a free upgrade. I am still unable to find another UK ISP that has offered the same.
on 27-07-2012 18:36
My statement about compensation was rhetorical I would have thought that was obvious to anyone that read it. However, I'm not sure where you get the idea that because it's a 'free' upgrade you are entitled to reduce your commitment to our customer service.
On a weekly basis I get a marketing email from VM that is area specific so it's no good you telling me that you couldn't have contacted those likely to be affected. This is simply a decision VM have made to try to brush the whole thing under the carpet. VM need to learn to 'fess up to their mistakes, you may find that your customer base would respect you more for it. Do you think all of your customers are stupid?
There are numerous accounts on here of CS and retentions having re-signed people onto new contracts based on the failed promise of Doublespeed. If people start to complain enmass to the regulator and to trading standards I can assure you that the fact it's a free upgrade will be irrelevant. Stop quoting the small print, it works both ways.