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! 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.
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.
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
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: