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WildmanUK80
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Slow speeds network cannot handle traffic (The Truth)

Hello,

At my parents house they have had Virgin Broadband for over 10 years since when I used to live there, I had noticed 6 months ago they were paying the same price as they had always paid £46  but only getting 50mb as it had not upgraded from years ago. I called them up and they upgraded them to 200mb.

This is where the problem began as soon as they upgraded the speeds became shockingly low, I spent a long time on the phone to the networking team and they concluded it was due to the area having high volume, they said it would be flagged as a problem and updated.

6 Months later and the problem is the same I call them back and this time get told work had started in January to put down more cabling to deal with the traffic, I am told by the 14th Dec this will be finished and the problem will be resolved. This is information that the guy 6 months ago should have known if it was started in Jan.

15th December I call back and get told maybe the upgrades might take a while to come into play after they had gone live, and that the huge decrease in speed could not be due to traffic as it would not go down that much. (200mb line they get 10mb on average), they also said to test via a wired connection which I could not at the time and claimed it was likely a wireless issue. All of this was lies.

The same day I called back as I had managed to get a laptop attached via ethernet, this time I get the truth from someone. The upgrade work that was meant to be live 14th Dec has been moved back to next May! Also they tell me the problem is definitely due to the traffic and the current cabling not being able to deal with the load. So the person earlier had lied to me on both fronts, they must have been able to see the problem was the traffic and that the work had not been completed and moved to May.

The bottom line is Virgin Media's network cannot provide the speeds in this area (South Manchester) until the work is completed next May and I will only get very limited speeds until then, I was even told I can cancel at any time even though its not the end of the 12 months since they upgraded to 200mb, as they cannot provide what is being paid for.

They are currently reducing the bill each month until this is fixed but not really good enough, they are reducing a £46 bill by £12.50 each month, but they are only getting 10mb from a 200mb line, they should be paying a 20th of the price if they can only provide 20th of the advertised speed.

I can literally get faster speeds on my mobile phones 3/4g than I can on their broadband in the evening.

It seems to me that Virgin has just taken more and more new customers to get more money knowing the system cannot take the load and now people have suffering for it and having to deal with a broken service until they upgrade their network.

Virgin Media used to be the top company for broadband which is why I chose them years ago but they have fallen from grace in a huge way since, reward customers of over a decade with this level of service and lies from their staff to try and cover up the problem.

I am tempted to pass this onto my legal team with the recorded calls and see what they make of it.

WildmanUK

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liddc
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Message 2 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

I am also in the same situation and presumably using the same Exchange as I am in North Manchester. i.e. Slow speeds at Peak times.

As I used to work in the telecommunications industry and now oversee three leased lines with virgin media. I have been advised by numerous people from VM and other ISPs that the Manchester Exchange is oversubscribed to the point where they are limiting speeds and delaying new broadband connections.

I also find it extremely bad practice that none of the fault references floating around this forum flag up anywhere on the service status pages. I assume that Virgin media are doing this to prevent customers not accustomed to completing speed tests finding out that there is an issue and in what I personally see as a massive breach of trading standards, not making new customers aware that they can't actually deliver the speeds that they are promising.

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Message 3 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Hi there WildmanUK80,

 

I am very sorry to hear about all of this.

 

I have responded to your private message so that we can chat some more.

 

Hope to hear back from you soon,

 

Nat_J


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Sinuous
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Message 4 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

I'm having the exact same issue, also from South Manchester. Currently on a 50mb package and for the past 5 months the speeds would dip to 1-2mb @ 5pm-1am, they told me that there is a review date of the 21st December for case number F003451999. After contacting them about this and addressing my concerns they said the best they could do is offer a £7.50 credit if I call them every month. I then decided enough is enough and wanted to move to BT as they had a good deal running, after contacting VM they told me that they would charge us around £220 early cancellation fee, they would send "Steve" the specialist over to check the lines and if nothing could be done then we could cancel free of charge.
Long story short, Steve never came, the BT deal ran out, I'm still with VM and regretting the moment we did business with them.
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WildmanUK80
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Message 5 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Hello,

I hate the fact no one gives you the same answer as well, one guy told me I would get 50% of the bill each month due to them not being able to produce the speeds, but it seems that its going to be £12.50 off each month when the bill is £46.00 so not 50% at all.

I was told that I would be able to cancel early if I wanted due to them not being able to provide the service paid for, but you are saying they want you to pay the rest of your contract off.

First guy I spoke to said he would flag it as a bad area, 6 months later 2nd guy tells me its already been flagged and works been going on since Jan and will be done by Dec (surely the first guy would have known that if it had started in Jan), The day after the date in Dec I was given 3rd guy tells me work should be complete and it might take a while to see the results, 4th time (same day as I rang the 3rd guy so hes clearly lied) the lady tells me the work has been pushed back and not due to finish til May.

I think they must roll two dice and have a table to pick a response from based on the roll! As no one seems to have any information that adds up to the last person you spoke to.

Rapidly becoming one of the worst companies about, I deal with them in another capacity via work and no different.

WildmanUK

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crowlord
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Message 6 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Same issue Area 22 (peterborough) 

My speed is now dropping to sub 1Mbps after 6pm which on todays web with a household of 5 is essentially unuseable. 

I am actually considering getting BT to put the line back in so I can go to ADSL or whatever they call it now which I have always regarded as a poor excuse for broadband. 

Of course there is no acknowledgement of an issue.

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crowlord
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Message 7 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Additionally the web based test also fails to work. Probably because it is as under strain as the rest of the underfunded overpriced network. I wonder where our money is actually going (champagne for the xmas lunch)

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Message 8 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Hi WildmanUK80,

 

I have responded to your private message in response to the questions previously asked.

 

I am sincerely sorry for any mixed messages received surrounding this.

 

As mentioned in my mail, the date set for review is purely an estimate. This is not a date for resolve and this could therefore happen before or even after this date.

 

In regards to cancellation, you will need to speak with the Retentions team directly to clarify the options available relating specifically to your account with us.

 

You can call our team on 150 free from any Virgin landline or 0345 454 1111 on any other line.  

 

Many thanks,

 

Nat.

 


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SeanMansell
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Message 9 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Getting exactly the same issue in South London.  Complained June last year told August Fix, Complained August.... told October, Complained November and told Mid December, Complained earlier tonight and told March 2017. most evenngs I can't even get 2mbps, They are literally making up excuses as they go along.  Have now written in via snail mail as they can't accept email, (probably because of their broadband speed) with a formal complaint and going to take my business elsewhere.  The only reason I've stayed with them so long is because I use their email address for business and they switch the bloody thing off after you leave.   (btw does anyone know if I can keep this open, at the moment it's an ntlworld.com address.

 

 

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SeanMansell
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Message 10 of 14
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Re: Slow speeds network cannot handle traffic (The Truth)

Getting exactly the same issue in South London.  Complained June last year told August Fix, Complained August.... told October, Complained November and told Mid December, Complained earlier tonight and told March 2017. most evenngs I can't even get 2mbps, They are literally making up excuses as they go along.  Have now written in via snail mail as they can't accept email, (probably because of their broadband speed) with a formal complaint and going to take my business elsewhere.  The only reason I've stayed with them so long is because I use their email address for business and they switch the bloody thing off after you leave.   (btw does anyone know if I can keep this open, at the moment it's an ntlworld.com address).

 

 

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