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MPG68
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Fault Code F004906610

Not withstanding the different story and date every time I contact VM it looks like they have now changed the fault code for this over utilisation problem to F004974149!

 

Can somebody advise me why the original fault code has been closed even though nothing has been done and the speeds are getting slower by the week (I am part of the Sam Knows programme) and a new one opened other than to fudge the timescales it takes to resolve the issues or not......

 

To say I am not happy would be an understatement. When I first flagged the problem up I was told it would be fixed by the end of December. Over the next couple of weeks it went from the end of January, end of February, 15th March, 17th April and now the 19th April 2017. I have no faith it will be resolved by then either, especially now the fault code has been changed.

 

I could retell all the lies and misinformation I have been given but I will save that for the ombudsman once my deadlock letter arrives.

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Re: Fault Code F004906610

Hi MPG68, 

 

Thanks for getting in touch, I am sorry to see that you have had trouble with your broadband. 

 

I have taken a look and there seems to have been some confusion down the line, F004906610 is still open and is the fault you are affected by. The current review date is 15/03/2017.

 

F004974149 looks to be a fault that is related to a different cable which you are not connected to. I can see how this confusion has occurred as the cable numbers are similar. 

 

I will pop you a PM to discuss fault ref F004906610 further. Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma

 

 


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MPG68
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Re: Fault Code F004906610

Well I have just received a message pushing the review date back to the 13th September 2017, with a very clear statement its a review not fix date which leads me to believe it will get pushed out again.

 

I don't  know how Virgin cant give an honest fix date as they must know what they need to do to fix the problem, and working in construction I know blaming the council is a red herring / smoke and mirrors....

 

In the meantime Virgin will continue to sign up new customers to an already oversubscribed network segment slowing the connection down even further as my Sams Knows report card proves.

 

Aug 2014 Average speed 99.71 on a 100MB Connection

Dec 2014 Average speed 99.97 on a 100MB Connection

Jan 2015 Average speed 88.61 on a 100MB Connection

July 2015 Average speed 82.72 on a 100MB Connection

Dec 2015 Average Speed 74.01 on a 100MB Connection

Mar 2016 Average speed 65.43 on a 100MB Connection

July 2016 Average speed 58.91 on a 100MB Connection

Sept 2016 average speed 59.05 on a 150MB Connection

Dec 2016 Average speed 49.28 on a 150MB Connection

Feb 2017 Average speed 40.15 on a 150MB Connection

 

I have no idea what the speed will have dropped to by September, but you have to ask why VM only start looking at network improvements once the connection starts to get unusable. As the above proves the connection has been deteriorating for 2 years now and will be coming up to 3 years in September with nothing done about it.

 

Surly its time for OFCOM to step in and stop this practice of selling oversubscribed networks whilst VM make no effort to improve the bandwidth for both existing and new users.  

 

For the avoidance of doubt I would think twice of signing up to VM in the Macclesfield area...........

 

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