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DJRenegade
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Terrible Internet for gaming, terrible customer support for cancelling contract

I have had issues with Virgin Media for gaming for the past 2 years, I finally decided enough was enough and called to cancel my contract as everyone I know on Sky is not having issues, or at the very least having a lot less. However the guy I spoke to on the phone told me about the Virgin GAMER package. He promised me no traffic management, more upload speed and lag free gaming. Since the upgrade my Download speeds dropped from a solid 200mb to anywhere between 70mb and 150mb depending on the time of the day. My lag issues havent changed at all and when I attempted to leave virgin media again they told me I was now stuck in another contract, after I complained about this issue they told me they would listen to the phonecall and contact me back. I have been extremely busy lately and havent had the chance to call back (especially when I seem to queue for so long) and still havent recieved my promised phonecall.

 

So to summerise, I didnt want a new contract I wanted my issues solved. The issues I was told would be solved by an upgrade havent been, and if anything they are worse and now I am stuck paying more for my net.

I have recieved absolutely no help and basically get told, 'well you are getting what we advertised and you are past your cooling off period.'

 

What I want is solutions or a way out of what I feel is a mis-sold contract, I have already prepared a letter to send to Virginmedia and OFCOM explaining the situation but thought I would try here first.

Games are unplayable at times, such as today when most CSGO games I played had a 10% loss, and just rubbish the rest of the time, my ping in game sits around 60ms for UK servers, this is only slightly less than when I used to play on US servers with Sky broadband (I got around 75ms) and around 40ms+ more than most mates who use BT/Sky. I used to get 20 pings 10 years ago, so why is it soooo bad now?

I am using a HUB 3 with CAT 5e cable to my PC, I have included a load of screenshots of my router status and a copy and paste of my Network Log.

I hope to get these issues resolved and stay with virgin as I do enough downloading and uploading to warrant the speeds, but I play some games competetively for cash prizes and if this is hindering my ability to play then it is potentially losing me money. If nothing can be done I will be going down every route possible to leave Virgin without paying rediculous charges.

Downstream1.pngConfig2.pngConfig1.pngUpstream.pngStatus.pngdownstream2.png

Network Log
Date And Time	Error Number	Event Description
1970-01-01 01:58:35.00	68000100	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 01:59:17.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 01:59:17.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-11 15:41:23.00	69010200	SW Download INIT - Via Config file
2017-01-11 15:41:34.00	69010800	SW upgrade Failed after download - SW File corruption
2017-01-12 14:17:21.00	69010200	SW Download INIT - Via Config file
2017-01-12 14:17:32.00	69010800	SW upgrade Failed after download - SW File corruption
2017-01-13 17:46:18.00	69010200	SW Download INIT - Via Config file
2017-01-13 17:57:36.00	69011200	SW download Successful - Via Config file
2017-01-17 02:17:12.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 23:02:34.00	68010400	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 23:02:34.00	68010600	DHCP Renew - lease parameters tftp file-V42997a858765887c.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-19 19:37:19.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-22 09:42:11.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-23 14:47:36.00	68010400	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-23 14:47:36.00	68010600	DHCP Renew - lease parameters tftp file-V42997a858765887c.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-24 08:38:28.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 22:42:55.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-27 20:30:48.00	68010400	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-27 20:30:48.00	68010600	DHCP Renew - lease parameters tftp file-V42997a858765887c.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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tezza192
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Message 2 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

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arronlowley
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Message 3 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

Renegade, once you sign a new contract you have I believe 14 working days to cancel, if you're in those 14 days virgin can do nothing and have to by law cancel it.
http://www.thinkbroadband.com/ping/share/6c7f9a9f20c4b3cac9edc401f62167c3.html
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arronlowley
Up to speed
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Message 4 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

Also the guy who you spoke, do you remember his name? Because nobody can garuntee lag free gaming, id be reporting him for false information.
http://www.thinkbroadband.com/ping/share/6c7f9a9f20c4b3cac9edc401f62167c3.html
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DJRenegade
On our wavelength
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Message 5 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

Unfortunately I cannot, but this is why I believe I was tricked into a new contract.
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DJRenegade
On our wavelength
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Message 6 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

I think I called on day 15 to cancel (day 14 was a Sunday)
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DJRenegade
On our wavelength
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Message 7 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

@Tezza192

Thanks for the reply, I still have a Hub2 however I had lag issues before the upgrade, I was on 200mb broadband package before being upgraded to GAMER so not much changed. I do agree they should recall the HUB3 though!

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arronlowley
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Message 8 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

weekends do not count, so you still had time to cancel, i would report this to ofcom.

 

so they lied to you twice.

http://www.thinkbroadband.com/ping/share/6c7f9a9f20c4b3cac9edc401f62167c3.html
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Bartman007
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Message 9 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

If VM are 100% at fault, utilisation (over subscribing) is their problem, then make a formal complaint with VM, after 8 weeks if its not resolved take it to CISAS (OFCOM are not VM's regulator), follow my simple guide to make it easier.

You can, if you provide enough evidence to CISAS you can get up to, if not more than 50% of your BB costs.

Hit them in their pocket not yours.

Also, TBH, the more that complain paints a picture to CISAS, it might be a small percentage, but its a big enough percentage to make heads turn.

Don't procrastinate, go and do it.

Good luck

 

Regards

 

 






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Omar7733
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Message 10 of 12
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Re: Terrible Internet for gaming, terrible customer support for cancelling contract

I'm having this problem for so long now and I was also told to get Vivid 200 gamer this is the Internet package I have right now. I'm getting severe lag when playing online games on my Playstation 4 I have done trace routes and they show that the ping is very high going over 384 ms. Whenever I call Virgin Media they always hang up the phone on me or close the chat this is probably the worst customer support I have got. 

I was told by 1 of the complaints managers he told me he knew what the problem was but was not going to tell me. I asked him "why are you not going to tell me." He said "I'm not going to tell you."

 

 

 

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