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neteixeira
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Super Fibre 50 speed - What a shame!

I am paying well over £40 for this kind of service at home:

What a joke!What a joke!

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neteixeira
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Re: Super Fibre 50 speed - What a shame!

Today I have received the brilliant answer, about my complaint, from Virgin on a email:

Your Virgin Media bill is ready

Hello,

Your Virgin Media bill is ready and waiting for you online.

Amount: £42.70

Great speed - As promised!Great speed - As promised!

 

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neteixeira
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Re: Super Fibre 50 speed - What a shame!

And I paid my bill some days late: they charged me more £10 to "punish" me for this. Who is making Virgin liable for this lack of service and breach of contract? I wonder...
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Farhana
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Re: Super Fibre 50 speed - What a shame!

Having a higher upload than download does point towards an over utilisation issue.

Brace yourself for months of waiting.
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Superuser
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Re: Super Fibre 50 speed - What a shame!

As Farhana says, looks like over utilization.


Before you go down the 'breach of contract' line, remember the service is sold as 'up to' not guaranteed speeds. However I do say speeds this low are morally wrong.
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neteixeira
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Re: Super Fibre 50 speed - What a shame!

Before you go down the 'breach of contract' line, remember the service is sold as 'up to' not guaranteed speeds. 

Legally wrong argument. If that was contractually possible, then you could be given 1 Mps and the provider would argue that was fine! Completely incorrect. Otherwise why we need a contract? We need it to make both parts liable: one part to pay for the correct service. Another part to provide the service. The contract is a legal bilateral agreement of both parts, not a unilateral mere statement.

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Superuser
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Re: Super Fibre 50 speed - What a shame!

I'm just stating what you signed for in the contract. 'Up to' speeds is what was signed for - and yes 1Mbs is 'up to'. Nievity at point of signing is not an excuse. If you wish to sign up to a guaranteed service, where dipping under is a breach, you would need to look at getting a leased line, but you will be paying a couple hundred quid a month for a 10Mbs connection.

VM can prove the line is capable of the speeds as between midnight - 3pm it should be delivering full speeds in 99% of over utilization cases.




Like I said though, it is morally wrong, and I would suggest going down the CISAS complaints process if you are looking for more compensation or the ability to leave penalty free.
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neteixeira
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Re: Super Fibre 50 speed - What a shame!

Today I have received the brilliant answer, about my complaint, from Virgin on a email:

Your Virgin Media bill is ready

Hello,

Your Virgin Media bill is ready and waiting for you online.

Amount: £42.70

Great speed - As promised!Great speed - As promised!

 

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