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Fibre optic
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Registered: ‎23-10-2014
Message 21 of 28 (137 Views)

Re: Speed Issues...

VM "customer service" is a disgrace. As usual it's the customer left chasing around after VM; asking the questions that VM can't/won't answer. Almost every customer posting here has reported similar instances of phone support saying one thing only to be contradicted by the forum team; long waits for engineers who don't turn up; "fixes" that are "reviews". It's very chaotic and poorly managed by VM and the customer is left picking up the pieces. It's so widespread that I can only assume that this is a deliberate policy on VM's part.

Leave and find a broadband provider that values good old fashioned customer service. Don't bother with Ofcom, they're the watchdog that rarely barks and never bites. 🐶



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
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On our wavelength
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Registered: ‎11-03-2012
Message 22 of 28 (124 Views)

Re: Speed Issues...

[ Edited ]
Credit where credit is due: Samantha_L from the forum team has been extremely helpful and attentitive via PM.

Unfortunately the call centre leaves a lot to be desired, and the state of the network indicates its poorly maintained.

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Kind Regards
Cori

My Internet is worse than it was in 2013.

My Broadband Speed
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Fibre optic
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Registered: ‎07-08-2013
Message 23 of 28 (111 Views)

Re: Speed Issues...

Yup the network is crap I haven't had a stable connection for nearly a week.

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Fibre optic
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Registered: ‎23-10-2014
Message 24 of 28 (101 Views)

Re: Speed Issues...


Stealthbird97 wrote:
Credit where credit is due: Samantha_L from the forum team has been extremely helpful and attentitive via PM.

Unfortunately the call centre leaves a lot to be desired, and the state of the network indicates its poorly maintained.

The proof of the pudding is in the eating. It's results that count.

Yes the forum team are attentive, but that's a complete waste of time if nothing gets done. And, to be honest, the experience that you get on the forum should be consistent right across VM customer service. It should all be the same. That clearly isn't the case and many people, such as my retired parents, would never think to sign up and register for a forum and then wait a week for a reply. They were VM customers and were made a whole string of promises by telephone that were never kept. Their response was to say they were fed up with being misled and lied to and they left.

VM have a very long way to go before they sort out this mess they're in.



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
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Fibre optic
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Registered: ‎07-08-2013
Message 25 of 28 (93 Views)

Re: Speed Issues...

They won't sort it out as they are an American company all they do is make as much profit as possible as quickly as possible, then sell it to the next idiot where they will do the same again most likely.

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On our wavelength
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Registered: ‎11-03-2012
Message 26 of 28 (71 Views)

Re: Speed Issues...

[ Edited ]

Another update.

Engineer came today. Checked all of the cables. Remade the coax connections in my house and at the cabinet. After about an hour or so they ended up giving me another superhub, and it is now working again. 

We actually it went down for about 30 minutes after the engineer left, but came back after I phoned up support again.

Hopefully everything will remain working. Speed is still very slow, but that's a utilisation issue.

So, lets recap. I've had no internet for the last 5 days. I've had to spend at least £25 on mobile internet @ 1p/MB.

How much does virgin media want to offer me? I'm looking for a payment to my bank account, NOT a credit on my virgin media account. Send me a PM. 


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Kind Regards
Cori

My Internet is worse than it was in 2013.

My Broadband Speed
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Forum Team
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Registered: ‎04-07-2016
Message 27 of 28 (48 Views)

Re: Speed Issues...

Thanks for updating the thread with this information Stealthbird97,

Sam has asked for me to keep an eye on this for you as she is away from the office over the next couple of days.

Great to hear that things have been sorted for you! Smiley Happy

I'll get back to you via private message so that we can discuss more account-specific information further.

Speak to you soon,

Nat_J


Who's who? Find out more about our community members. Good folk to know


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On our wavelength
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Registered: ‎11-03-2012
Message 28 of 28 (24 Views)

Re: Speed Issues...

It's been 3 months now. Sent a message to the ModTeam members who were dealing with this issue for an update. Get told that I shouldn't be doing that and I need to make a new topic.

So, I'll just resurrect this thread highlighting that it takes too long for things to be "reviewed".

I was told 3 months ago that VM could only apply credit for 3 months and as my fault review was going to be longer than that, they would automatically apply another credit in 3 months time. I have yet to see a credit applied.

I also would like an update to my fault F005158009. I really do hope that they are ontrack to resolve the issue by that time. I have made it clear that if issue is not resolved by that time the matter will be escalated.


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Kind Regards
Cori

My Internet is worse than it was in 2013.

My Broadband Speed
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