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Message 21 of 104 (429 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..


pcmanbob wrote:

F004610345 area 30 NG1  next review due 17/5/17, previous review date was 14/12/16

 

 


Thanks for taking the time to post, I have added it to the main list.

You can access the list here

If you are affected by over utilisation please comment below with your fault code, area, first 3 letters of your postal code and review date. (example F004670584, AREA 04, B65, 20/09/2017)



DO YOU SUFFER FROM SLOW DOWNLOAD SPEEDS AT PEAK TIMES? CLICK HERE

This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Area 04 Rowley Regis B65 high utilisation fault ticket F004670584  SEE MY ONGOING THREAD HERE

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

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 Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Rising star
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Registered: ‎09-12-2014
Message 22 of 104 (426 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

[ Edited ]

Joe92 wrote:

The apathy brigade! they're always out there; complain about everything but are too damn lazy to do anything, and commonly have way too much disposable income than sense. Pretty sickening really. Then you have those who are not savvy enough to be aware. All this plays right into the hand of service providers.

Anyroads, I though I'd run up a little chat with VM sales. Here's a cut down of the transcript (I've left enough here for VM track and confirm). I'm in Area 28 and I have a local 'fault' (F004055880 - peak time over utilisation...of course, not actually a fault) ongoing for some time and review date Dec 2017.Speeds consistently drop to c5-30Mbps from a 200Mbps package...

 

 "

 at 22:38, May 4:

Hello ###! Thank you for contacting Virgin Media Sales Webchat, how may I assist you?

 at 22:39, May 4:

Hi, I am interested in becoming a customer and have a question about what broadband service I can get. I understand I am in Area 28 - can you tell me if there are any speed issues here before I purchase a package?

 at 22:40, May 4:

That’s great! We offer the best yet affordable deals which you can definitely not resist, ###. So let me now help you find the best bundle that will suit your needs.

 at 22:48, May 4:

My specific and only question is: what percentage of the advertised speed should I expect if I go for the 200Mbps speed - at peak time?

 at 22:48, May 4:

We can actually guarantee a speed of not less than 180mbps even in peak times for this package! Smiley Happy

 at 22:50, May 4:

That is great news! so, can I confirm than for my postcode I will receive NO LESS than 180Mbps during peak times?

 at 22:49, May 4:

Yes ###."

 

--> well, that's damn interesting! Quite simply, they are telling lies in order to gain more customers! 


 

 

 

This really does not surprise me in the slightest after all the guy / gal you are speaking to will be on commission to MAKE A SALE and will tell you everything you want to hear to get you to sign up. Plus he / she probably knows nothing about over utilisation and is just replying using a script.



DO YOU SUFFER FROM SLOW DOWNLOAD SPEEDS AT PEAK TIMES? CLICK HERE

This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Area 04 Rowley Regis B65 high utilisation fault ticket F004670584  SEE MY ONGOING THREAD HERE

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

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 Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

Up to speed
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Message 23 of 104 (408 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

[ Edited ]

Joe92 wrote:

The apathy brigade! they're always out there; complain about everything but are too damn lazy to do anything, and commonly have way too much disposable income than sense. Pretty sickening really. Then you have those who are not savvy enough to be aware. All this plays right into the hand of service providers.

Anyroads, I though I'd run up a little chat with VM sales. Here's a cut down of the transcript (I've left enough here for VM track and confirm). I'm in Area 28 and I have a local 'fault' (F004055880 - peak time over utilisation...of course, not actually a fault) ongoing for some time and review date Dec 2017. Speeds consistently drop to c5-30Mbps between 6:30pm-11:30pm Mon-Fri from a 200Mbps package..

 


Can you blame them really Virgin Media don't make it easy unless you get lucky and get the UK Call Centre. I spoke to 3 offshore members of the technical team and each tried blaming it on my Wifi and made me do the usual rebooting the modem while sending signals - then telling you to wait 24hrs. It was only after I finally got someone in the UK and they could see it flagged on their system straight away that there was a utilisation issue that wasn't due to be fixed until December - Ref F004784657 - it's already been added to the list.

I managed in the end to get them to cancel my contract (only 5 months in) as a member of the CS team looked up the rules in their internal help system which they said allowed customers to cancel if they are getting less than 50% speed for a sustained period. They then had to call and speak to someone in retentions first on my behalf before passing me over (I had been put through to CS by someone in Retentions already who just didn't want to do their job properly - the second Retentions person confirmed this and is putting a complaint in to his manager).

In total I was on the phone for over 1.5hrs on Friday and spoke to about 8 people (First call > Offshore Tech Support, but the call just cut out half way through), then (Second Call > Retentions > Virgin Mobile Billing (wrongly passed over) > Virgin Media CS (wrongly redirected again) > UK Tech Support > Retentions > CS > Retentions). So you can see why people just don't bother.

On our wavelength
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Message 24 of 104 (377 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

[ Edited ]

Apologies @Flipshot, I didn't meant to suggest that apathy was the sole, or even a major reason for doing little.

I also have painful experiences of customer support and have reached the point of firing back my own standard answers to their scripted questions. I managed to get my utilisation 'fault' number from someone offshore before they cut me off as I verbalised the implications. It's shocking that you had to go through so much to get to that same point. 

What we're trying to do is build up solid evidence for on going issues and irregular practices. This, together with individual's BQM monitoring coupled with speedtest speeds will be of interest to CISAS, Ofcom (yes, I know they're not yet tackling over utilisation. At the moment!) & co.

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Tuning in
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Message 25 of 104 (371 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

F004218202 and has a review date of 26th July. Area 04 WV12
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Message 26 of 104 (366 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..


Wilkesey007 wrote:
F004218202 and has a review date of 26th July. Area 04 WV12



Thanks for taking the time to post, I have added it to the main list.

You can access the list here

If you are affected by over utilisation please comment below with your fault code, area, first 3 letters of your postal code and review date. (example F004670584, AREA 04, B65, 20/09/2017)



DO YOU SUFFER FROM SLOW DOWNLOAD SPEEDS AT PEAK TIMES? CLICK HERE

This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Area 04 Rowley Regis B65 high utilisation fault ticket F004670584  SEE MY ONGOING THREAD HERE

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

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 Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Well-informed
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Message 27 of 104 (332 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

It's not just the amount of customers suffering from over utilisation, or how widespread it is, it's the amount of time that VM takes to fix it. More and more new F Numbers are popping up on here every week, with "Review Dates" into next year. And yet VM continue with their aggressive marketing, with promises of speeds that fewer and fewer customers will achieve. The offshore call centre and the sales team will say anything to keep/get you signed up, just to keep the money rolling in. It may be legal, but it's as sure as heck not morally right. With new F Numbers popping up faster than the old ones are getting fixed, it's only a matter of time before VM's whole network is over utilised. And you can bet that they'll blame us, the paying customers, for all wanting to use our new gadgets when we get home from work. Smiley Wink

I am in an OVER SUBSCRIBED VIRGIN MEDIA AREA. F003443743, ongoing since December 2014. Next review date: 14-6-17.
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Problem sorter
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Message 28 of 104 (314 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

Actually the percentage of the network that's congested is going down and peak performance is going up as they finally get the straggling areas off the older delivery platform.

No consolation for those who are suffering of course, but worth keeping it real.

Well-informed
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Message 29 of 104 (306 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

I stand corrected. Smiley Wink

 

I am in an OVER SUBSCRIBED VIRGIN MEDIA AREA. F003443743, ongoing since December 2014. Next review date: 14-6-17.
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Fibre optic
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Message 30 of 104 (303 Views)

Re: Is it just me or is VM plagued by over sold services, so called over utilisation faults, see inside..

[ Edited ]

Here's a nice little map of the UK showing Cable Broadband quality. Source: thinkbroadband, based on the speed test results from January 2017 

The quality metric has a scale where 1 (green) is the ideal and 2 (red) is bad. If in the 1.4 to 1.6 region you are doing pretty well, so on the charts you are looking for green and yellow.

quality-metric-cable

 


thinkbroadband wrote:

 Even to the layman the amount of red in the cable broadband chart is clearly an issue and one only has to look at our own and other Virgin Media forums to see a lot of people complaining of poor broadband and people like gamers switching to VDSL2 finding while downloads are often slower on VDSL2 since it does not have the same maximum speed, gaming and web browsing is generally better.

The fact that the cable quality chart does have some good areas highlights that this metric is likely to be showing those postcode areas of the UK where congestion on either the local DOCSIS segment or in IP network are an issue.

-----------------------------------------------------------
I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 14 review dates... Next Review AUGUST 2017
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