Here's an update - spoken to VM who tell me that there is a fault (Ref F004213224) to be 'completed' on 25th Jan at 0930 so:
17:16:00:Hi, I currently pay for up to 200Mbps but at the times I need to use it (between 6pm and 11pm) I'm lucky if I can get 5
17:17:33Kailash:I am sorry to know that, however I will surely assist you with the slow speed broadband connection.
17:18:35:Thanks - I've logged this problem a couple of months ago and after one of your colleagues assisted and changed some settings on my equipment it was only boosted by 1Mbps
17:19:00:I was told that its an issue of too many users trying to access at once - is this still the case?
17:20:50Kailash:I have tested the connection in your area and I can see that there is an upgrade happening in your area due to which you might face issues with slow speeds during peak hours.
17:21:10:Do you know when the upgrade is due to be finished please?
17:21:28Kailash:The estimated completion date given by the engineer is 25/01/17 by 09.30 AM.
17:21:51:can you give me the fault reference number please?
17:24:09Kailash:Yes I will provide you with the reference number F004213224.
17:24:40Kailash:I will raise a request for the credit to be applied on your bill due to fault. It will reflect in next generated bill.
17:25:15Kailash:I do understand that it is very difficult to manage with a slow speed internet, however be rest assured that the engineering team is working to get the work completed as soon as possible.
Now - a quick seach on the forum tells me that this fault has been open since at least feb 2016:
on 08-02-201618:06 The reference number is F004213224 and with a review date of 11th February 2016.
So I asked for a rolling credit:
Kailash:I am sorry we do not apply rolling credit, however if the issue continues for next month you will have to come back for the credit to be applied.
17:32:51Kailash:The credit applied on the account is £12.50.
I then asked for my credit to be backdated as the fault has been around for at least 12 months and I've been affected since at least then
17:34:04:I see that this fault has been open since at least February 2016. Please apply the credit from this date.
17:36:20Kailash:I am sorry I will not be able to apply the back dated credit on the account.
17:36:55Kailash:As the system will not allow me to do it.
The forum team take between 1-2 weeks to reply from the date of your last post on the thread.
The fix date is not a fix date it is a review date. The offshore supports scripts are dire and wrong.
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Can anyone tell me how I go about getting a refund for the broadband service that I'm paying for and not getting?
I'm allegedly supposed to get up to 200Mbps but I'm lucky if it gets up to 5 when I need to use it between 6 and 11 pm - I'm in area 20.
I've logged this with the helpdesk who fiddled around and got me an extra 1Mbps (woo hoo) and they tell me that its a concurrent user issue that has already been reported which doesn't help me much.
Just checked again now (10.30pm) and I'm currently getting a download speed of 865.5 KB/s. I could drive to work and print and collect the hard copy of the document I need in a shorter time....
Any help appreciated. Thanks.
If VM are 100% at fault, utilisation (over subscribing) is their problem, then make a formal complaint with VM, after 8 weeks if its not resolved take it to CISAS, follow my simple guide to make it easier.
You can, if you provide enough evidence to CISAS you can get up to, if not more than 50% of your BB costs.