seddakmiah wrote: Hi. I joined virgin at the start of Jan 2017. I understand there is a problem with high utilisation is my area (area 04).
I am paying for upto 200mbps but receive under 10mbps during peak times. I have been informed a ticket has been raised and issue is expected to be fixed in April 2017.
I have seen similar post about this issue in my area from Jan 2016. Do these issues ever actually get fixed?
Can I get an update please with a reference number?
The issue has been going on for over 3 years, with no fix date in sight, you have been lied to by VM sales, as they do this often.
My usual spiel to help customers that VM want to leech more money out of them.
If I was you run, run as fast as you can to cancel your contract, if you are in an oversubscribed area it will take years for VM to put their hand in their pockets, they will blame the councils first for planning permission. You don't need a 14 day cooling period, they broke their side of the contract, and getthem to pay for your previous ISP to be installed back as you are out of pocket,they have a legal duty of care to provide you with your contracted speed, they have failed.
You need to cancel ASAP. (14 days cooling period does not apply in proven oversubscribed areas)
After 8 Weeks take it up with VM's regulator CISAS.
Request with the CISAS complaint that you want to be fully reimbursed for all costs and time, including reconnecting you to your previous working ISP (you can get a max of £10k) and a written apology to rub it in.
You don't need to be in contract with VM to do all this.
If more people do this VM with get a hefty fine for not treating their customers by the rules, a bit like what happened to EE.
Under the voluntary code of practice on broadband speeds, Internet Service Providers (ISPs) agree to give clear information on broadband speeds to consumers when they consider or buy a home broadband service, and to provide redress when speeds performance is poor. Ofcom and ISPs have agreed a revised code which came into effect on 1st October 2015.
Links to the revised code, and a plain English guide for consumers are provided below.
List A shows those ISPs who have confirmed that they have now implemented and are signed up to the 2015 Code. ISPs who have signed up have agreed to abide by the principles and spirit of the Code. This does not guarantee compliance but we expect signatories to commit to honour the letter and spirit of the Code. We will monitor compliance with the Code using measures such as ongoing mystery shopping.
List B below shows those ISPs who informed us, at the time of implementation of the revised 2015 voluntary Code of Practice or at a later stage, that they want to sign up to the Code once they are compliant with the requirements.