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Registered: ‎18-10-2011
Message 11 of 20 (270 Views)

Re: Why did you lower my package?

[ Edited ]

Spoke to Live chat and they re-upgraded me back to original speed.

I'd still like a member of staff to comment on the over utilisation in the area and when it will be fixed.

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Forum Team
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Registered: ‎07-04-2015
Message 12 of 20 (236 Views)

Re: Why did you lower my package?

Hi OokraMoO,

 

Thanks for taking the time to post on the community.

 

My apologies for the issue you had with the broadband package change (glad this has been dealt with) and for the slow broadband speeds.

 

I've checked the high peak time traffic fault in your area (F004406926) and our engineers are still working on this to improve bandwidth with a review date of 5th April.

 

To discuss this further I have sent you a PM which you can find by clicking on the purple envelope icon in the right corner.

 

Hope to hear from you soon

Sam


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Registered: ‎18-10-2011
Message 13 of 20 (216 Views)

Re: Why did you lower my package?

I've replied to the PM's etc.

Speed is getting worse, internet is now in an unfit state and cannot be used for anything except general browsing which still is taking ages.

6047790616

Upload faster than Download is kind of funny tbh, so bad.

 

This same thing has happened now for 4 years in a row, over subscribe my area, take 6 months to fix it, 3-4 months of good internet then back to over subscribing my area.

 

I see the pattern so why can't Virgin Media?

 

 

 

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Registered: ‎18-10-2011
Message 14 of 20 (185 Views)

Re: Why did you lower my package?

Are you guys serious right now?

6094735903

 

2.5% of the speed I'm supposed to be getting.

 

Would it be okay if I only paid you 2.5% of the bill?!?!?!?!

 

The internet is not fit for use, it took me 15 minutes just to load that Speedtest page.... how is this not illegal.

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Forum Team
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Registered: ‎01-12-2014
Message 15 of 20 (162 Views)

Re: Why did you lower my package?

Hey OokraMoO,

Thanks for getting back in touch with us Smiley Happy

Really sorry to hear about how your connection is being affected by an area fault, this is really frustrating. I wish I could give you better news, but until the fault ticket it reviewed, we have no further information.

Please would you bump this post on or after the review date for us to check again.

Thanks for your patience.

Heather_J

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Registered: ‎18-10-2011
Message 16 of 20 (148 Views)

m Re: Why did you lower my package?

[ Edited ]

Look I'm all for being polite and civil, but this is beyond a joke. I come home from work to relax and do some gaming and THIS IS WHAT I HAVE TO PUT UP WITH

Look at the ping bottom right of the net_graph. The server even moves me to spectate multiple times because my lag is so bad!

And this happens every year for the past 3 or 4 years for 6 months at a time, I get 6 months of this, then you fix the over subscribed network in the area, then continue signing people up and ruining it again. 

Who is in charge? Do they have no foresight? No projections with a growth:network infrastructure ratio? Is it just because I don't live in London you don't care? Why does it happen every year....... once is an oversight but 4 times? that's just gross negligence/ignorance.

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Message 17 of 20 (119 Views)

Re: m Re: Why did you lower my package?

Hey OokraMoO,

Thanks for a quick reply Smiley Happy

I completely appreciate this is frustrating and if I had any way of quicken up the process, I would certainly do so.

Thanks again for your continued patience, please keep in touch for progress updates.

Take care.

Heather_J

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Registered: ‎28-02-2010
Message 18 of 20 (109 Views)

Re: m Re: Why did you lower my package?

I would ring up and ask for a payment reduction, quoting this topic including the fault reference number and estimated fix date.

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Registered: ‎02-06-2016
Message 19 of 20 (90 Views)

Re: m Re: Why did you lower my package?

You could ask for a payment reduction as Seffrid said or, as its so bad if you wanted to cancel your contract VM should let you leave with no fee's due to not getting even 10% of your speed. 

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Registered: ‎18-10-2011
Message 20 of 20 (48 Views)

Re: m Re: Why did you lower my package?

Review date is tomorrow, usually takes you a week to respond so I'll ask now

 

Has it been pushed further like usual with Virgin Media?

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