I recently changed my broadband to the vivid gamer 200, I recently had 70mb but last week I noticed a drop in speed, between 3 and 5mb, my upload speeds were better, when I phoned VM I was told that my speeds had been capped due to traffic congestion in my area, and that it had been from 18/13/17. I am in area 26 and had no problems until 14th April so they never bothered to tell me back in March they had capped me. They said they would fix it within 24hrs which they did'nt. Another call a few days later and that was when I was offered the 200mb deal, they told me that it would better suit my broadband needs and the household does a lot of gaming etc, was told that there was no capping what the gamer 200 deal. They sent me a superhub 3 and activation went ahead.
My problem is that the download speeds barely go over 5mb which was the problem in the first place but I am getting the 20mb upload speeds as promised, and that is with ethernet into pc and also wifi, I am doing speed tests every couple of hrs and there is very little difference, 2 more calls to VM and being passed to different departments and the problem has still not been resolved. Does not seem justified paying for a service that you are not getting. I've been a customer for 7yrs and never had any bother with broadband speeds before but this is taking the cake!! Can anyone help or give advice please?
Red i'm from same area and the engineer told me this, He explained the UBR is over utilized because they have added more areas around us (mullusk, brambles) so they need to upgrade the CMTS, They said they have been told it should be fixed by the 2nd week in May
I have had it confirmed that the problem is oversubscription, not a technical fault that can be solved with a few spanners and a multimeter.
The offshore help centre will do nothing but give you the runaround. Switching the hub on and off will not magically upgrade the local exchange!
Technically, Virgin aren't in breach of contract for providing painfully slow speeds - no matter which package you're on - so I would concentrate my complaint on the fact you were 'hoodwinked' into signing a new contract based on the idea that somehow a higher tier package would solve the slow speeds issue.
I would search for the best method of complaining to Virgin, try and find a number that goes straight to a UK based Virgin help desk. Maybe a moderator on here can help you?
Sounds like you've been speaking to the offshore call centre. The only time that you would get capped is if you upload lots. There's no cap on downloads unless you've breached the upload limit. As they mentioned congestion, I suspect that you're suffering from over utilisation (Over selling.) in your area. Upgrading to 200 won't make any difference to your speed if you're in an over utilised area, as you'll still be on the same part of the network that can't cope with the demand for bandwidth. Offshore will tell you anything just to get you off of the phone, and to sell you something that costs more than what you had.
As you're getting slow download speeds after upgrading to 200 Gamer (No upload limits, so no capping.) it's a very good chance that your area is over utilised. Does the drop in speed only happen at peak times ( 16:00 - 00:00, and at all times at weekends.) ? Do you get full speeds off peak?
No not just peak times. its the same over the 24hr period, its sits barely abve 5mb although upload speeds are 20/21mb which what they promised,yeah after talking to people in my area with the same problems it seems that we live in an over utilised area. Im just off the phone to them and they would not admit it just brushed me off again, in it his opinion was the problem was the core hub in my area and that it needs refigured? they are adding more new areas so no wonder there is a lot of congestion, the fact that they got me to upgrade and fork out more money saying it would solve the problem when infact there is no difference so basically I feel like I have been scammed. They have offered a 25% discount on my monthly bill which I demanded as I said they are not delivering the service they promised.
Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 - Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET Upgraded to 24 downstream channels completed 25/04/17 - CMTS card upgrades completed 07/04/17 - Upgraded to 20 downstream channels completed 18/10/16 - Upgraded to 16 downstream channels 06/08/16 (From 8) - F004332353 High Utilisation closed on 01/08/16 - - Fault reference F003508309 ticket was closed in ERROR!!!!!! -
Thanks to BT Fibre Broadband I can actually game without lag