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Registered: ‎28-12-2016
Message 1 of 8 (183 Views)

Only receiving 10% of my services at peak hours

[ Edited ]

As title says, I'm only getting 10% of what I'm paying for during peak hours, I'm on a 100Mbps plan and when this is occurring I am getting a measly 10Mbps, even less than talktalk! Smiley Surprised I was informed by a chap on the phone this is because I am in an over subscribed area, but this is not acceptable, I need to know when this is going to be resolved, how and why this is happenning. In the mean time I think it's only fair if I pay 10% of my bill total to reflect the partial services that I am getting.

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Fibre optic
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Registered: ‎09-12-2014
Message 6 of 8 (177 Views)
Helpful Answer
confirmed by LifeOfRyan10
3 weeks ago

Re: Only receiving 10% of my services at peak hours

Make sure all you guys that are suffering low speeds during peak times get a fault code and claim your compensation (Bill Credit) don't just continue paying full price.

Also if you are in contract but want to leave you are free to do so if you have a ongoing fault.

Food for thought.

Just look below at how long I have been waiting for Virgin Media to fix my low speeds during peak times in my area.










<SIG>


Currently enjoying my over sold over utilised Virgin Media Vivid 200 gamer package that achieves 15/20 meg during peak times now that's superfast lol.

Just look how poor my BQM monitor is, but Virgin Media simply do not care...

My Broadband Ping - Vivid 200 Gamer


SEE MY ONGOING THREAD HERE


Area 04 Rowley Regis B65 high utilisation fault ticket F004670584 

Fault reported 09th December 2014
Fault ticket raised January 2015
Deferred to May 2015

Deferred to 12th August 2015
Deferred to 14th October 2015
Deferred to 4th November 2015
Deferred to mid April 2016
Deferred to 06th of July 2016
Deferred to 31st September 2016
Deferred to 30th 
November 2016
Deferred to 
15th February 2017
Deferred to 12th July 2017 
Deferred to 20th September 2017

WHAT AN ABSOLUTE JOKE THIS IS.

2 YEARS and counting.


How can any company get away with such long fix times is beyond me and I myself would never treat my customers in such a poor way.


CMTS card upgrades completed 7th April 2017 old was Cadant now Cisco
Upgraded to 20 downstream channels completed 18th October 2016 
Upgraded to 16 downstream channels August 2016 (From 8)
F004332353 High Utilisation closed on August 1st 2016 - 
Fault reference F003508309 ticket was closed in ERROR!!!!!!
 -

See where this Helpful Answer was posted

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On our wavelength
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Registered: ‎17-08-2014
Message 2 of 8 (168 Views)

Re: Only receiving 10% of my services at peak hours

get used to it i am afraid, you will probably be waiting a minimum of 6 months for it to be sorted  and that's if your lucky. they will probably give you a fix by date, and just before you get to the fix by date they will change it for another 6 months later. other than leave virgin media you will just have to put up with the abysmal service they provide.

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Registered: ‎22-02-2017
Message 3 of 8 (147 Views)

Re: Only receiving 10% of my services at peak hours

Your service is "UP TO" 100Mbps. and not 100Mbps. So that's all right then, yes?

Seriously if you can get a fault number you may be able to phone in and get a temporary discount. But, as Lifeofryan10 says a long term fix may only occur in the long term.
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Registered: ‎28-12-2016
Message 4 of 8 (137 Views)

Re: Only receiving 10% of my services at peak hours

No its not alright lol really, no one expects 10Mbps from a fibre connection advertised as ten times quicker than that, even my previous ADSL connection could do at least 35Mbps at peak times.
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Registered: ‎22-02-2017
Message 5 of 8 (122 Views)

Re: Only receiving 10% of my services at peak hours

Sorry getting user names crossed in my previous post

Totally agree. It is perhaps acceptable to see a little slowing during peak times but no more than say 20% for short periods of time and service should never drop below the next level (70Mbps in this case) for more than a day or 2 in the event of a fault for example. If service drops below that VM should offer compensation and stop taking on new customers in the affected area until the problem has been resolved. I doubt that offering 300Mbps will improve the issue
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Fibre optic
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Registered: ‎09-12-2014
Message 6 of 8 (178 Views)
Helpful Answer
confirmed by LifeOfRyan10
3 weeks ago

Re: Only receiving 10% of my services at peak hours

Make sure all you guys that are suffering low speeds during peak times get a fault code and claim your compensation (Bill Credit) don't just continue paying full price.

Also if you are in contract but want to leave you are free to do so if you have a ongoing fault.

Food for thought.

Just look below at how long I have been waiting for Virgin Media to fix my low speeds during peak times in my area.










<SIG>


Currently enjoying my over sold over utilised Virgin Media Vivid 200 gamer package that achieves 15/20 meg during peak times now that's superfast lol.

Just look how poor my BQM monitor is, but Virgin Media simply do not care...

My Broadband Ping - Vivid 200 Gamer


SEE MY ONGOING THREAD HERE


Area 04 Rowley Regis B65 high utilisation fault ticket F004670584 

Fault reported 09th December 2014
Fault ticket raised January 2015
Deferred to May 2015

Deferred to 12th August 2015
Deferred to 14th October 2015
Deferred to 4th November 2015
Deferred to mid April 2016
Deferred to 06th of July 2016
Deferred to 31st September 2016
Deferred to 30th 
November 2016
Deferred to 
15th February 2017
Deferred to 12th July 2017 
Deferred to 20th September 2017

WHAT AN ABSOLUTE JOKE THIS IS.

2 YEARS and counting.


How can any company get away with such long fix times is beyond me and I myself would never treat my customers in such a poor way.


CMTS card upgrades completed 7th April 2017 old was Cadant now Cisco
Upgraded to 20 downstream channels completed 18th October 2016 
Upgraded to 16 downstream channels August 2016 (From 8)
F004332353 High Utilisation closed on August 1st 2016 - 
Fault reference F003508309 ticket was closed in ERROR!!!!!!
 -

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Registered: a week ago
Message 7 of 8 (35 Views)

Re: Only receiving 10% of my services at peak hours

Im getting frustrated after just a few days with a service no better than before i upgraded...whats the best number to ring to voice my concern on getting a 25mbps download when im paying for 100mpbs
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Registered: ‎06-11-2010
Message 8 of 8 (25 Views)

Re: Only receiving 10% of my services at peak hours

You could try the "thinking of leaving us" option on the phone but it's hit and miss - I got a really stroppy customer service rep last week who didn't think it reasonable to object to getting 3% of the service I'm paying for and threatened to bill me for the remainder of my five month fixed period if I tried to leave (paying for 200mb, getting around 6mb). A complaint to the ISPA resulted in a call from a very nice man in VM Chief Exec office within 2 hours, resulting in a profuse apology and a cancelled contract. Don't let them fob you off - if they won't be reasonable then go here: 

www.ispa.org.uk/consumers/complaints-form/

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