Virgin Media Community

[Munrz]

Hello please can you help me with this query. If you can't then please pass onto management as this has been unresolved for months now. Our broadband speeds have been underperforming for months since original lockdown. Many engineers have been sent out but they seem to never fix the core issue. Most recently I was put On hold for 1 hour to be transferred to a “technical specialist” who was incapable of helping in any way. He provided a service status phone number which told me nothing. I called again to be told the service maintenance will be completed by the 26th...of February. It’s really not good enough Considering the last maintenance update was only completed mid December and we’re already having latency and Speed issues again. We received an email Received 21 Dec:

"Hello Ann,

We wanted to let you know that we’ve just finished upgrading our fibre network in your area.

This means our broadband is now more consistent and reliable, as well as powered by more energy-efficient technology.

We’ll also be keeping an eye on the connection between your Hub and our network, to help make sure you’re getting the broadband speeds you pay for.
Enjoy,
The Virgin Media team"

Not a couple weeks on and the error message appears:
"There's a network issue that may be affecting your service.
The issue is caused by interference on the cabling coming into your home
This will cause intermittent speeds and performance may vary"

We pay for 200mb/s but never actually get this service as it's either underperforming or just having technical issues. Therefore we are paying for something which we are not receiving and are being misled and mis-sold.

We were promised last time by a manager of your UK call centre, that if the issue came back (which it has) you would organise a wireless router delivery which won’t involve the Fibre wires that keep failing in the area. Can you help with this for me? It is unacceptable to wait again for weeks for a fix which is unlikely to last.

Virgin Twitter have told me to post the results here and ask for help. Please don’t pass me on again I need something to be done! 

[gary_dexter]

You’ve been given an estimate fix date of 26th February.

What are you hoping posting here will do?

[Munrz]

Sorry I could’ve given more detail but I copied the message I sent to virgin. This isn’t a one time issue and has been on going since the first lockdown. We’ve had about 5 estimates fixes I want to say. Every time the engineer comes, we get an email saying the issue has been resolved, improved speeds etc etc. However we never get this benefit. I’ve asked for new routers, they’ve done checks and can see there are issues. My frustration is I’m waiting for another fix on the 26th and know it won’t be any different following the trend over the last year. I’ve been bounced around from call centre to call centre, online tech chats, web forums and text services but none have offered any Solutions. I was told here is the place to go next by the Twitter support guys. Maybe not though? 

[Munrz]

this is the graph I was told to show you guys by the Twitter virgin guy, showing high latency in all times but the night. One call centre rep said there may be crypto currency miners on the network causing the poor speeds and service but couldn’t offer any confirmation or help with this unfortunately.

 

[tehwolf]

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@Munrz wrote:

 One call centre rep said there may be crypto currency miners on the network causing the poor speeds and service 

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lol. they must talk about excuses to peddle over tea breaks or summat. that's actually made me chuckle.

Your image hasn't been approved yet, but it sounds like a typical overutilisation graph.. if that's the case then you either have to put up with it until they eventually add more capacity in your area (and i wouldn't put much stock in the dates they give you...) or you can vote with your wallet and get an alternative supplier.

If you're mid-contract and you try to leave, they'll try to sting you for an early-termination fee - make sure that you've been graphing the performance for a while to show the overutilisation (assume the image is a BQM?) - they have apparently been known to let people out of contacts without penalty where there's evidence overutilisation.. or if you ever take it through the formal complaints process, you'll have some evidence to back your position.. 

[Munrz]

Wow some of the most truthful sentences I’ve read regarding this issue for months. Thank you for the brutal honesty. I called him out for the waffle over the phone but he was adamant. The only reason we’re staying with them currently is we need access to the emails for another private matter, and once you leave the old ntlworld email is terminated. Doesn’t sound like I’m in much luck really does it hahaha. Thanks again for the insight, very helpful of you to get a better idea of why they’ve been so evasive. 

[Munrz]

As for the images yes it is a standard BQM showing super high latency (I assume this means over utilisation).

[gary_dexter]

Post the share url for the BQM not images 

[Munrz]

Don’t wanna go leaking my IP sorry, had trouble with this before lool.

[tehwolf]

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@Munrz wrote:

Don’t wanna go leaking my IP sorry, had trouble with this before lool.

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if you choose the "sharing link" it doesn't share your IP address..