Anyone have the email for the COMPLAINTs before i go to the courts...

[krappleby]

Hi, 

i am so close to starting a law suit against virgin, to retrieve back all my money over the last 11 months, for their incapable services, and ignorant behaviour, does anyone have an email address to the complaints department. I cannot call as i am no good over the phone. here is the gist.

I have the M600 package, or supposed to. that is a 600Mbit download and 30Mbit upload speed. Now i am computer savvy, and electronic savvy, i know that this is /8 and is also shared. i'm not that dumb lol. But check this out.. 

Initializing connection to server....
YouTube Live - : rtmp://a.rtmp.youtube.com/live2
Trying to stream maximum data rate of 5096 kbps...
Initializing transmission to server...
Initial average data rate: 1062 kbps...
Average data after 2 sec/s: 625 kbps...
Average data after 2 sec/s: 548 kbps...
Average data after 2 sec/s: 548 kbps...
Average data after 2 sec/s: 548 kbps...
Average data after 2 sec/s: 311 kbps...
Average data after 2 sec/s: 305 kbps...
Average data after 2 sec/s: 299 kbps...
Average data after 2 sec/s: 297 kbps...
Average data after 2 sec/s: 379 kbps...
Average data after 2 sec/s: 379 kbps...
Average data after 2 sec/s: 379 kbps...
Average data after 2 sec/s: 309 kbps...
Average data after 2 sec/s: 290 kbps...
Average data after 16 sec/s: 238 kbps...
Done.
Calculated average data rate: 238 kbps

Average upload speed of 238kbps

this should read 30Mbits 

This has been going on for almost a year constantly calling virgin, telling them but they wont listen, they are  to set in following what it say on the computer, Just reset the modem, well that is not bloody working, Oh and by they way, the above data transfer is through hard cable direct to the modem from my computer.

We phone and they try telling me its because of other systems on the network. I'm sorry but you must think everyone was born in the year 2020. for me to end up with a transfer speed (wired) of 238kbps we would have to have 15,756 computers on the network.

i'm fed up.. for almost a year we have been paying £50 plus a month for this connection and we have complained over and over again, to no avail. all we get is the same crap. its your network, its your computers, its your this, its your that, its because you have 20 items connected.. I have spent over 300 pounds on networking stuff, Ethernet switches, wireless routers, cabling and all sorts of crap, and nothing has resolved the issue. 

i have experienced this before, the issue is with the connection from Virgins system to our house, but getting them to do anything is like finding golden dog **bleep**. impossible

so i'm after their complaints email address, where i am going to send a message, and if that is not resolved i will be speaking with solicitors to return my money that i have spent on a **bleep** system. and for lost revenue from you tube and other streaming sites..  we didn't by they M600 package just for 5the fun of it, we bought it for the streaming capabilities.

what they don't realise, is I worked for WORLD COM for almost 8 years. i know about networks and connections and how they work.. but they think everyone was born yesterday,

One of the things that makes me laugh the most, is they tried telling me if there are 40 connections on the hub then the internet is shared between them all meaning your connection drops per computer.. ERM NO.. the connection speed remains the same, it doesn't drop, if two computers are sharing the connection at the same time yes, it drops but only when they are online, at any one time we have.

1pc
3Xbox
and about 8 phones connected

the other stuff is generally turned off, but your system stores the info.

can someone provide me with the email for the complaints department

thank you

[krappleby]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c7c650fba1c7075b2a93cbdba16d6574664fec9"><img alt="My Broadband Ping - my virgin monitor" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c7c650fba1c7075b2a93cbdba16d6574664fec9.png" /></a>

Bqm - over the last month the uptime is terrible. On some days 4 hours worth. I don't know how to show the months connections. 

Now why is streaming to a server that we all. Know no. Good. Looking at a modem is n. Good. Just because it says I'm getting 600 doesn't mean we are. 

This is the problem. It's our problem it's our problem etc. Yet I have spent almost 8 months trying to solve this. Sspentt a fortune on networking and wireless devices. 

Current setup

Virgin hub is connected to a six port cisco network switch which in turn is connectes to one main deco. From the switch the remaining four slots go to top floor. Bottom floor and shed. Each terminates in another cisco six port hub and has one deco connected. From there devices are connected. We have 3 items on top floor. 3 items on second floor and 4 items on ground floor and 2 items in shed. Connected via hard wire. All wireless devices (phones andd such) are connected to the deco system. 

In all we have four decos which are fully working. The app clearly states that. And all devices hard wired are working. Nothing is wrong with the wiring. The problem is from the virgin hub outover.

https://m.youtube.com/watch?v=kMLlHO1PXr0&t=164s

https://m.youtube.com/watch?v=lR8_2XwAMsQ&t=4s

The above two videos were. Done on different days. The first one is perfect streaming at 1080p@60fps perfect

The second is a few. Days later after some bad weather. Steaming at 1080p @30fps. And it's terrible.

If this was my system it would not change. Like this.

My sister can't even use. Man face chat because the connection is bad.

As someone already posted this has been going on since we got. It in. But I know for a fact nothing will. Be done until threats are. Made. That is the way these companie work. Since they don't care one bit.

So now it's time. For. Action. I had this problem before with a connection. There is somme fault from their system to our houser. The last time it took 7 months for the company to. Get off their ass and look nnto it. And that was only because I stopped. Paying for the service. Eventually they came out and what do you know they fixed the problem.

Anyway enough from. Me. No more pissong about. 

[jpeg1]

Your BQM looks very reasonable. 

Your home network details are not relevant, and streaming results are not evidence of a fault on Virgin's part. 

The only data that will get you support will be the Hub stats, and speed tests to a recognised test site from a single ethernet connection. 

[krappleby]

OIf you check one of my previous posts you will find the speed test for yesterday. Using think broadband speed test.

Today's is a little better

[url=https://www.thinkbroadband.com/speedtest/results.html?test=1621786705864902555][img]https://www.thinkbroadband.com/_assets/speedtest/button/1621786705864902555.png[/img][/url]

[jpeg1]

Was that with a single connection only direct to the Hub?

Post the Hub stats.

[gary_dexter]

What are your speeds wired direct to the hub and not via the deco’s or the switch in the middle?