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grayzee
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Is my area due an upgrade or is it just an excuse to get me off the line?

I recently bought a house and moved into it... Move date was December 12th.

Old Postcode: PO4 0LL (amazing internet service 24/7)
New Postcode: PO4 8NY (Terrible internet service between 3pm - 11pm every day) 

I moved approximately 1 mile and in this one mile my internet quality basically dropped from amazing 200mb all day ever day to browsing and web pages literally not even loading and my online gaming ping is 900 constant. 

Please note this lack in quality is only between the hours of 4 and 11ish. (SO PEEK TIMES)

So basically peek time hours my internet gets limited. When I say limited I mean I was paying for 200mb. In the mornings I was getting just above 200mb and when I came home from work I was getting on average 1mb on download and 10mb on upload. 

YES THIS IS CORRECT 
DOWNLOAD 1MB
UPLOAD 10MB - 15MB

So my line quality is fine as i get full speeds but only at limited hours...

After phoning up several times and spending about a total of 8 hours on the phone to tech support over the course of 3 weeks finally one person said. Ah your network is under heavy use in your area, but its due an upgrade late March. 

So... I degraded from 200mb to 50mb and waited patiently... 

Basically can someone confirm this update is happening? I cant hack another 2 hour phone call with tech support passing me through to customer service back to tech support again. It's so painful. Also last time they convinced me to upgrade my super hub... That cost me £30 + 8 hour mobile phone calls...  

Having internet service as bad as it is now and dealing with such bad customer support... If this isn't fixed by mid feb i'm going to have to leave virgin after being a customer since 2006/7.

Thanks for any help or clarification on my rumble/rant. 
It will be greatly appreciated. 



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Superuser
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Message 2 of 10
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

It's due an upgrade, when is a different story.
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grayzee
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

This does not fill me with any hope... what so ever. 

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Forum Team
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Hi grayzee,

 

Welcome to the community and thanks for posting.

 

My apologies that you are experiencing slow broadband speeds during the evenings.

 

I would like to check this in more detail, however I was unable to locate your account. If you can send me a Private Message confirming your name and address please, I will look into this.

 

Look forward to hearing from you 

Sam


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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Morning grayzee,

 

Thanks for confirming your details, I appreciate it.

 

I've managed to locate your account and there is a high peak time traffic fault reported in your area. The reference number is F003074424 and has a review date of 27th December. As this is a review date it can be subject to change.

 

If you would like updates on this by all means let us know and we can check it over. 

Apologies for the delay and inconvenience caused.

Sam

 


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grayzee
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Hello,

our area has a review date of 27th December 2017?
As in its not going to be reviewed for another 9 months?

So was 'lied' to on the phone about the problem being fixed at the end of march?

Thanks 

Graeme

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Superuser
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Message 7 of 10
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Yes
Yes
Yes (phone staff read scripts that are meant to get you off the phone and happy - they also promise dates are fix dates and nothing else, which is wrong)
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voicon
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Sadly this is normal practice for VM phone staff, I was told twice there was a fault in my area, after my problem wasn't resolved I was finally transferred to 2nd line who looked at the notes and checked the system then told me outright I was lied to about the faults.

I am still experiencing issues with my BB and bill but I can't be bothered with VM anymore, time to move to FTTC for me.

A review date of 27th December is ridiculous and that will probably be pushed in to 2018, actually more likely than probably.

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grayzee
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Got a postcard from virgin a few days ago...

work is being carried out in my area on the 27th of march so may have some down time...

Lets hope this means we will get a better service going into april. 

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tommey
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Message 10 of 10
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Re: Is my area due an upgrade or is it just an excuse to get me off the line?

Good luck with that grayzee I have been waiting 2 Years and 3 months for a fix and I am still waiting please don't get you're hopes up.


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

- First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - F004670584 << 3 YEARS+ 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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