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Message 1 of 12 (274 Views)

Dire Speed paying for Top Package

Hi all

Im in the westmids and been getting dire service all week. Unable to stay conected to streamimng services or update windows and software.

Getting 18meg and paying for 152.

anybody else in the same boat?

Im thinking of downgrading my service or getting sky/bt cable

Cheers

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Fibre optic
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Registered: ‎09-12-2014
Message 7 of 12 (262 Views)
Helpful Answer
confirmed by PubZombie
a week ago

Re: Dire Speed paying for Top Package

Depends where in the west midlands you are, I am in Area 04 Rowley Regis and have had over utilisation issues since December 2014 and still waiting for it to be fixed.

Take a look at my thread link below along with my 12 so called REVIEW dates.

You have 2 options stay and keep asking for bill credits or leave and get BT Fibre if available to you.

Good luck and I hope you don't have to wait to long for a fix. 










<SIG>


Currently enjoying my over sold over utilised Virgin Media Vivid 200 gamer package that achieves 15/20 meg during peak times now that's superfast lol.

Just look how poor my BQM monitor is, but Virgin Media simply do not care...

My Broadband Ping - Vivid 200 Gamer


SEE MY ONGOING THREAD HERE


Area 04 Rowley Regis B65 high utilisation fault ticket F004670584 

Fault reported 09th December 2014
Fault ticket raised January 2015
Deferred to May 2015

Deferred to 12th August 2015
Deferred to 14th October 2015
Deferred to 4th November 2015
Deferred to mid April 2016
Deferred to 06th of July 2016
Deferred to 31st September 2016
Deferred to 30th 
November 2016
Deferred to 
15th February 2017
Deferred to 12th July 2017 
Deferred to 20th September 2017

WHAT AN ABSOLUTE JOKE THIS IS.

2 YEARS and counting.


How can any company get away with such long fix times is beyond me and I myself would never treat my customers in such a poor way.


Upgraded to 24 downstream channels completed 25th April 2017
CMTS card upgrades completed 7th April 2017 old was Cadant now Cisco

Upgraded to 20 downstream channels completed 18th October 2016 
Upgraded to 16 downstream channels August 2016 (From 8)
F004332353 High Utilisation closed on August 1st 2016 - 
Fault reference F003508309 ticket was closed in ERROR!!!!!!
 -

See where this Helpful Answer was posted

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Superfast
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Message 2 of 12 (267 Views)

Re: Dire Speed paying for Top Package

That's good - I get anything from 56kbps to 2MBps in the evenings.

 

Most probably overutilisation - if you're now already aware here's what will happen.

1. They'll apologise
2. They'll give you a fault code and a date in the future when it will be reviewed
3. They'll move that date
4. They'll go back to step 2.

Rinse and repeat.

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Message 3 of 12 (259 Views)

Re: Dire Speed paying for Top Package

Keep asking for a refund credit against your account 

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Forum Team
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Message 4 of 12 (213 Views)

Re: Dire Speed paying for Top Package

Hi PubZombie,

I am honestly sorry for the slow peak time speeds you've been experiencing. The amount of simultaneous Internet users at peak times is the cause and a network upgrade, to increase capacity, is required to resolve this. 
This type of issue can have a lengthy lead time - what normally happens is that a review date is provided and, if the pre-upgrade work hasn't completed by that date, a new date will be given. 
I've sent you a PM (purple envelope icon, top right of page) outlining your credit options.
Thanks for coming to our Forum for help with this, we shall at least keep you notified of progress.

 


Jen
Forum Team



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Message 5 of 12 (205 Views)

Re: Dire Speed paying for Top Package

Thank you Jen for a comprehensive and forthright reply. Much appreciated
Cheers
PZ
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Message 6 of 12 (144 Views)

Re: Dire Speed paying for Top Package

Hi All,
Received a message the other day saying this is now resolved but I'm still suffering downtime and massive speed loss - I have replied to the message I had but received no reply.
Anybody else still have oversupscription issues? VM must be doing very well in my area
TA
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Fibre optic
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Message 7 of 12 (263 Views)
Helpful Answer
confirmed by PubZombie
a week ago

Re: Dire Speed paying for Top Package

Depends where in the west midlands you are, I am in Area 04 Rowley Regis and have had over utilisation issues since December 2014 and still waiting for it to be fixed.

Take a look at my thread link below along with my 12 so called REVIEW dates.

You have 2 options stay and keep asking for bill credits or leave and get BT Fibre if available to you.

Good luck and I hope you don't have to wait to long for a fix. 










<SIG>


Currently enjoying my over sold over utilised Virgin Media Vivid 200 gamer package that achieves 15/20 meg during peak times now that's superfast lol.

Just look how poor my BQM monitor is, but Virgin Media simply do not care...

My Broadband Ping - Vivid 200 Gamer


SEE MY ONGOING THREAD HERE


Area 04 Rowley Regis B65 high utilisation fault ticket F004670584 

Fault reported 09th December 2014
Fault ticket raised January 2015
Deferred to May 2015

Deferred to 12th August 2015
Deferred to 14th October 2015
Deferred to 4th November 2015
Deferred to mid April 2016
Deferred to 06th of July 2016
Deferred to 31st September 2016
Deferred to 30th 
November 2016
Deferred to 
15th February 2017
Deferred to 12th July 2017 
Deferred to 20th September 2017

WHAT AN ABSOLUTE JOKE THIS IS.

2 YEARS and counting.


How can any company get away with such long fix times is beyond me and I myself would never treat my customers in such a poor way.


Upgraded to 24 downstream channels completed 25th April 2017
CMTS card upgrades completed 7th April 2017 old was Cadant now Cisco

Upgraded to 20 downstream channels completed 18th October 2016 
Upgraded to 16 downstream channels August 2016 (From 8)
F004332353 High Utilisation closed on August 1st 2016 - 
Fault reference F003508309 ticket was closed in ERROR!!!!!!
 -

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Message 8 of 12 (123 Views)

Re: Dire Speed paying for Top Package

Bumping this as asked to by moderators.
I'm still getting frequent drops of service and speeds. Meant to be on the top package but frequently as low as 7mb download and several outages a day combined with loss of catchup to services.
Can I have my credit reinstated please
Thank you for your time.
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Message 9 of 12 (106 Views)

Re: Dire Speed paying for Top Package

As well as Internet and catchup we are now also losing tv channels with the error 'insufficient signal strength ' displaying on screen
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Message 10 of 12 (90 Views)

Re: Dire Speed paying for Top Package

Yet again internet outage and no catch up tv.
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