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LifeOfRyan10
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Message 1 of 8
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Only receiving 10% of my services at peak hours

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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tommey
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Message 6 of 8
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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.


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

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

However 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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spankthemunkey1
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Message 2 of 8
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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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vircom
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Message 3 of 8
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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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LifeOfRyan10
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Message 4 of 8
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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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vircom
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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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tommey
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Message 6 of 8
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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.


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

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

However 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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Maddor
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Message 7 of 8
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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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ratrug77
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Message 8 of 8
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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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