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monkeymagic2
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Slow Internet and poor Call centre

Currently a 100mb customer. Noticed service dropping last night with buffering..

Completed several speed tests and was averaging around 13 mb.

Completed Virgin service test that acknowledged something was not right and and to reboot in 10 minutes. Tried this three times and no difference.

Same results tonight.

Rang call centre. Was on hold for 16 minutes and call was terminated.  Not impressed but I guess it saved me losing an hour or two of my life convincing the agent that the fault (never has to this day) is my pc but their service. When will they ever listen?

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Message 2 of 16
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Re: Slow Internet and poor Call centre

Hi monkeymagic2

 

Thanks for posting and a warm welcome to the community.

 

I'm sorry to read that you are experiencing slow broadband speeds. I know how frustrating this can be.

 

I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004101146 and with a review date of 5th October.

 

As this issue will impact your speeds during peak hours, do you notice these slow speeds during the day time?

Hope to hear from you soon

Sam


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monkeymagic2
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Message 3 of 16
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Re: Slow Internet and poor Call centre

Hi Sam

22:30 and speed is 14 mbps.

Been told I may not see a fix until 30th Nov.

That's 2.5 months with an ongoing issue.

Seems somewhere in the network it cannot cope with super fast broadband. Should not be sold or charged for if it is not up to task.

 

Regards

 

Darren

 

 

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Message 4 of 16
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Re: Slow Internet and poor Call centre

Just a heads up, all dates given are review dates not fix dates. Sadly the call centre scripts say they are fix dates but they are not.


Don't want you making any decisions thinking it will be fixed in November.
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monkeymagic2
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Message 5 of 16
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Re: Slow Internet and poor Call centre

I got excited when I received the following

 

Hello,

You have asked us to keep you up to date on the problem which is affecting your Broadband service(s).

Fault Ref: F004814890

This problem has now been fixed.

The Virgin Media Team

 

Broadband speed at 21:30  was 14 Mbps, when paying for 160.

Not peak and not fixed.

 

In regards to call centre scripts, the most annoying is where they won't openly admit their is a fault, but waste 1 -2 hrs of your time to finally admit there is no fault my end and there is one in the network. 

 

 

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Message 6 of 16
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Re: Slow Internet and poor Call centre

Hello monkeymagic2,

 

Thanks for getting back to us Smiley Happy

 

I know this is frustrating. We're always around here on the community, so if you'd like us to provide progress updates about the fault, please just ask.

 

Thanks for your patience,

Take care.

Heather_J

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monkeymagic2
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Message 7 of 16
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Re: Slow Internet and poor Call centre

Thanks Heather.

At  17:00 it was running at 90.

19:30 now running at 21.32 mbps.  I know this is peak but a 87% reduction in service is poor.

Regards

Darren

 

 

 

 

 

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monkeymagic2
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Message 8 of 16
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Re: Slow Internet and poor Call centre

Internet went down today from 09:30-15:00 for planned local repair.

Internet currently crawling at 3.84 mbps (22:00)

Maybe Bert and Ernie can come back tomorrow to finish the job.

7 weeks an issue and another 3 to go (at least)

http://www.speedtest.net/result/5769505303.png

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Message 9 of 16
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Re: Slow Internet and poor Call centre

Hi Darren,

 

Thanks for posting back on the community.

 

I've taken a look at the high peak time traffic fault (F004101146) and our engineers are still working on this to improve bandwidth with a review date of 30th November.

 

One of my colleagues will be in touch shortly with more information in regards to this issue.

 

I'm sorry for the delay and inconvenience caused.

Regards

Sam


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monkeymagic2
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Message 10 of 16
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Re: Slow Internet and poor Call centre

Hi Sam

2 days to review date and service running at 8 mbps at 21:30.

That's now over 10 weeks and I still don't see a quick resolve .

I'm unable to breach my contract but it seems that this rule does not apply to Virgin media.

Totally unfair.

Darren

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