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j0s800
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Message 31 of 37
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Re: Prospective Virgin Media customers BEWARE

What's such a **bleep** take about looking at your BQM's guys is that when it actually works, virgin's internet connection is wonderful and silky smooth. I know it's not the engineers because they come over and often they do try their best ( When they bother showing up anyway because I've heard horror stories ) to check things over on their end but the rest of the company seems to be a joke.

If virgin media would stop writing off everybody that complains and actually do something I might like them as a company, it seems really the only option is to just ditch them.

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Blairian7
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Message 32 of 37
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Re: Prospective Virgin Media customers BEWARE

Yeah that’s the problem. My connection is good I that it doesn’t drop. The problem lies in the stability of the connection. I connect to a games server like lol or swtor (yes I still play) and it’s decent. 30-40ms average, BUT with spikes of 140-200ms every 10-15 seconds and then the 50-80 laced I. For good messure. Now when you call support they do nothing because they can do nothing. The issues are based here in the UK. Virgins customer service is notoriously bad but the engineers are ok but even that cannot fix these problems because it’s routing issues. Yes the HUB is a big problem but certain hops always lag, badly.

When virgin finally fix that I might return but I gave them 7 years and they did nothing. BT on the other hand have improved their coverage and their service. *edit*
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acheronte
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Message 33 of 37
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Re: Prospective Virgin Media customers BEWARE

Couldn't agree more! I hope you keep the broadband graphs uploaded so others can have evidence. It's not there isn't on the web but this is the official forum so no excuses can be made.

Also the statement "speed means nothing without stability" is aptly worded, wish someone could tell the guys making decisions at VM. Anyway, I'm in the process of cancelling my contract to go back to Sky.

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Blairian7
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Message 34 of 37
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Re: Prospective Virgin Media customers BEWARE

 Connection with BT never happened. They couldn’t get their act together and stolen the phone line on my property even though I called in 18 times to tell them that I was happy to pay the money to do so.  Finally terminate my contract with them was told I would have to pay £500. I am politely declined forcefully, with a capital F. I was then told they would close the account as it was “littered with complaints“

 I left BT 15 years ago due to poor coverage problems, I’ve got two Mb of a 20mb bit connection and  was without service for two weeks with nothing more than those two weeks being free. Handsdown the worst customer service experience I have ever had my life. BT really are bloody terrible. 

 One bit of advice for people having severe latency issues is to take the Rueter out of modem mode and place it back into Rueter mode, turn off the Wi-Fi and use a third-party Rueter to manage your Wi-Fi. My latency issues have not disappeared by any stretch of the imagination but I get a 100 ms sponge every 30 hops instead of every five. Still have minor packet loss. 

 What was particularly funny was contacting the customer service agent with virgin to explain the problems I was having with the Rueter and being told that my Rueter wasn’t in mode mode when it was. I even went into the settings to confirm that there was saying modem mode Wi-Fi off and she was absolutely adamant that Wi-Fi was on and it was in Wrotham Road. Never had such a terrible experience with a customer service agent being as arrogant as they were to tell me that what I was looking at wasn’t in fact real.

On the bright side, there is going to be a new superhub for Gb  connections coming early to late 2018. Maybe some hope on horizon but we will see....

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Blairian7
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Message 35 of 37
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Re: Prospective Virgin Media customers BEWARE

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Boygroucho
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Message 36 of 37
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Re: Prospective Virgin Media customers BEWARE

GamerDan2017"

" But when entering addresses around me in the [BT fibre] checker it comes back as being available to them all apart from me."

I'm in a similarish situation.  Most everyone on my street is with Virgin Media yet they show on the BT fibre checker as having BT Fibre broadband available, but my address isn't in the list and I can only get ADSL according to the generic postcode checker.

So I rang my local Borough Council and they gave me my UPRN:

"A Unique Property Reference Number (UPRN) is a unique alphanumeric identifier for every spatial address in Great Britain and can be found in OS's Address products. It provides a comprehensive, complete, consistent identifier throughout a property's life cycle – from planning permission through to demolition."

If I enter my UPRN here:  http://www.dslchecker.bt.com/adsl/adslchecker.welcome

If then shows that BT Fibre is available to me as well.

The problem is that all the ISPs that use Openreach, work from the standard online BT fibre checker, so signing up to them online doesn't work.

I rang BT and spoke to someone who took on my problem (they needed by UPRN) and she emailed Openreach (cc to me) to resolve the address discrepancy and that is ongoing.

So I would suggest finding out your UPRN and ring BT with it and see if that helps.

 

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Boygroucho
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Message 37 of 37
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Re: Prospective Virgin Media customers BEWARE

Update to my post above.

My address has now been added by Openreach to the Fibre checker and I can now order FTTC broadband to my house if I want.

10 working days from request to fulfilment is surprisingly efficient.

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