Is it for the "congestion issues" that have continued for the whole of 2017? (since 4th Jan, for which we have been promised a "utilisation discount" when the issue is fixed, which according to retentions should be at least a few months cost... I won't hold my breath for that) For the speeds of less than 10% of what we're paying for (<20Mb on a 200Mb "Gamer" package) over the last 3 months? For the failure to apply the refund (loss of service refund for the speed mentioned) that was promised for the last 2 months? For the "fix" last week that actually made the connection EVEN WORSE? For the inability to even stream Netflix at times? Or for the letters stating that our price is going up (again) despite all of the above?
No. We were told an engineer would be here between 8am and 12pm yesterday to fix an "upstream SNR issue". We had 3 text messages to confirm this. My partner waited in for them arriving. And waited. And waited. NOBODY SHOWED UP! So not only do we still have all of the issues above, but it has now cost us money through lost income as well!
My apologies learn of the experiencing you have had with your broadband connection.
In regards to the slow speeds, there has been work completed in your area which has seen you move cables. I've just checked the network and as there is high traffic I have raised this to our networks department for further investigation. Once there is more information I will let you know.
I can see on your account, you called through to us to discuss the engineer appointment.
To discuss this further I have sent you a PM (purple envelope icon, right corner).
Hi Sam, Is that the fault number for the high utilisation that's been ongoing since January or a new fault you have raised?
The utilisation can't be the only fault at play here as the download only ever gets to ~20mbps at any time of the day or night (we've had a monitor running to test the speed at 30 minute intervals since 4pm sunday and did tests through saturday as well).
To be honest, the main issue I have with all this is with the customer service on this matter so far: The lies that have been told on the phone calls (promises of full refunds that never happened etc) The promise of a high utilisation discount for the full length of the fault when it is fixed (which none of the subsequent contact has been able to confirm and which is being applied monthly to a few people I know) The engineer visit that "the system" cancelled despite the 3 text messages to confirm, presumably sent by the same system. Something which cost us money through lost earnings and was brushed off by the previous Virgin representative, yet if we had failed to show up, I'm pretty sure Virgin would have added a ridiculous fee to our bill.
I understand that things go wrong and that sometimes they take time to fix. At the same time, I'm still paying full price for a service which is giving us 10% of what it's supposed to give, with no clear fix date in sight, no reduction in price to match the reduced service, and we're now significantly out of pocket for an engineer visit that didn't happen.
The traffic fault I raised is new due to you moving onto a different cable at the local exchange and this showing as high traffic also.
With the speed tests you posted, these are showing as during the evenings and some from a few months ago. Can you complete further speed tests at different times of the day whilst the Hub is in modem mode please? Also post the results if you can.
If you can post an up to date BQM graph this will be very helpful.
Hi Sam, I put up those speed tests to show how long this has been going on. I have many more from different sites too. At the minute we have an automated test running so I will get the results from that posted tonight (we both work so can’t manually test through the day). Having checked it again last night, the speeds are still ~20mb at any time.
We are currently in router mode for the reasons explained previously so getting a TTB monitor over will take a day or 2.