I have also had the following arranged/carried out.
1. Hub 3 Router replaced
2. Connections replaced
3. Three engineer visits (4th booked in next week)
4. Signals checked on router numerous times (all good!)
I honestly do not know if they will admit to the high utilisation issues (if it is this) or provide a potential solution. I'm at the end of my tether and quite frankly sick of calling VM. My broadband becomes unusable as I do a lot of gaming after work (post 5 PM usually). The further into the evening, my upload speed becomes poorer and poorer, also I've captured high jitter too which is why I receive huge ping spikes and rubber banding in games.
Escalate the oldest complaint to CISAS since it is likely that the eight week limit for VM to resolve it has passed. Doesn't matter that VM have closed it, lost . You should get some compensation for the poor connection and failure to handle the complaints properly, but the problem itself won't be fixed because you're correct that's down to over-utilisation on VM's network, and there is nothing VM can or will do about it at a technical level. You sit it out and hope it goes away, or you take your business elsewhere, if that's a viable option.
If you're in a fixed term contract then make it part of the CISAS complaint that you wish to be released from that without penalty, under the terms of Ofcom's fairness commitments that VM have agreed to, but sometimes appear to forget.
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Still no progress, I keep being told someone will call me back (A manager) but they never call. I've provided two mobile numbers now but still nothing. I'm really not getting anywhere with this complaint.
I've raised a case via CISAS as well so that's going through. I just feel no one is taking me seriously and the case will just be closed down once again with the reason 'We were unable to contact you which is a lie! They never attempt to...
I was last told on the 16th that my case has been escalated to the network team for them to monitor, but when I call the rep is not aware of such...gives me a lot of faith.
So the position remains, no progress. Actually on the phone now and was told that a manager will call me in 72 hours. I put money on it that it will never happen! I just booked my 5th engineer visit, lucky me!
Don't worry, you cover rebooting people's devices when they call initially then hang up with your automated system. What an awful response that is for an on-going complaint. Clearly, you did not read the first post in the thread...