If VM is 100% at fault, utilization (over subscribing) is their problem, then make a formal complaint with VM, after 8 weeks if its not resolved take it to CISAS, follow my simple guide to make it easier.
You can, if you provide enough evidence to CISAS you can get up to, if not more than 50% of your BB costs.
Hit them in their pocket not yours.
( Guide taken from Bartman007 so credit goes to him )
Time to move to TalkTalk, after a disgraceful service and a nonsense way to deal with complaints. Also time to lodge a formal complaint with the Ombudsman Services.
Here a transcription of the last events on a very poor quality service and a non-existent Customer Service:
Thank you for your information. My move to TalkTalk will be more than a logical step. After all the troubles with Virgin pseudo "Superfiber" the only real action taken by Virgin is: "Your latest Virgin Media bill is ready - Amount £58.28". If I don't pay on time I will be charged £10 extra. What about the Virgin's liability when you provide just 1.5 Mb internet speed? What about when the service is down? Obviously that I will go ahead and make a formal complain to the Ombudsman Services.
"As you are moving to another supplier may I please close down complaint ref COM102075478" - This is unacceptable! I will also report this to the Ombudsman. I have to give 1 month to stop the service. So what about the month I have the right to have a service with quality and the contracted speed? How could Virgin ask me to close down a complaint not solved? I do not care if there just 1 day left on my contract! I have the right to have the service on that day. This is only fair to demand as you charge the same amount even when you not providing the service or you provide a poor one.
Obviously this was an opportunity to correct the problem and retain a Customer, even if the Customer moves to another provider, in order to leave a positive note on the Customer. I am a Customer Success Manager myself at the biggest company in the world, and even if I have millions of customers, I treat every single one as an individual and not just a number. I don't want them to leave.
This is not just an official record of complaint. It is an active complaint.
"there is not much else could look at in regards to resolving this issue if you are going to another company" - Again, it shows Virgin does not care to do anything to solve the problem and retain the customer. I will formally inform the above mentioned authority about this written information.
I will inform Virgin when I will cancel my contract in order to move to TalkTalk. This cannot (and should not) affect the quality of the service provided currently or affect any active complaint. Until then, business as usual.
Thanks for taking the time to post on the community.
I've taken a look at your connection 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 F003478235 and with a review date of 18th January.
I know this can be frustrating to say the least and I am sorry for the delay and inconvenience caused.
Yes, the people who are facing the issues are truly getting the worst of it but I had my installation today and after worrying about all these issues of speed people have mentioned, I managed to get a stable 220 mb during peak times.
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