Ive just moved house and after confirming that my stupid expensive 200mb broadband was available at my new address i had my virgin service moved along with me.
HOWEVER. My internet speed from the get go wasnt the best, hovering around 130-140 but i wasnt going to complain. Over the last month my speed has decreased down to 6-7mb. Got in touch with support this evening to be told there is a line fault (Ref- F003212190) with estimated date of 21st December. However a quick forum search seems to date this fault back to 05-09-2014.
Considering this is a new contract sold on the promise of 200mb speed i am fuming to say the least. My log things are below if somebody could advise of any other issue?
Selling a service that is knowingly unattainable 24/7 is an issue that needs addressing.
As you have been given a fault ref (F003212190) for the over utilisation / contention in your area you can request a loss of service credit, which you are entitled to off your bill, credited to your account each and every month that you experience degradation of service. On the VIVID200 tier it should be £15 loss of service credit. You can either ask a Forum Team member to put a note on your account quoting F003212190 to facilitate this or ring in for the credit quoting contention fault F003212190.
Of course, these contention issues are never simple quick fixes. As you have discovered F003212190 has been 'ongoing' since September 2014. It is worth noting that this issue is not a line fault, it is over utilisation or too many customers and insufficient bandwidth to support them.
Please be aware that 21st December will be a review date and not a fix date which will most likely pass by and a new date given months into the future so if you are ok persevering with the evening speeds you need to claim your credit.
If you are still within your 14 day cooling off period you can cancel and source another more reliable provider.
----------------------------------------------------------- I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening. Contention reference "F002896495", has now become F004952644. Ongoing since March 2014. 16 review dates... Next Review JANUARY 2018