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Vass88
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Message 11 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Just received a call from a "manager" at VM who claimed to have read my complaint that buffering happens in the evening,.

 

guess what his first question was?   "Have you had the same problem today"?

Its 3pm in the afternoon!!!!  I said its after 8pm in the evening!!!   What a waste of time, he rang off becuase he refused to talk to me when I pointed out it was a pointless question

VM refusing to help now!  I'm cancelling if this is not resolved. VM are hopeless in their Customer support - you cant hear what the support guy is saying because its such a noisy office they are in,

their are agents "pretending " to be managers, and they just ring off after an hour on hold becuase they think its funny and noone will hold them to account.

What a way to run a business !

 

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Vass88
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Message 12 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

OMG an agent just sent me to the same Loop - ending with this same image and nowhere to go after - like thats the fix you're all sorted! well its not!
VM keep closing the ticket - its not fixed !!  why would a factory reset fix everything? why is there no checks after that all is well?  it just leaves you hanging - no support no nothing, ticket closed and you go through the whole bloody thing all over again ! 

 

Vass88_0-1617726535409.png

 

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risc19
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Message 13 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Well, all your stats do look good.

It's possible you are suffering from an intermittent connection or 'congestion'.

I would strongly advise you set up a broadband quality monitor. They are free from think boradband.

You can post a public link to it here so we can see what's going on.

It may not reveal anything but it's more helpful than phoning VM's support line.

Here is the link to my not so good connection

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4741aa23823f8f53791e14f2abc2fc2d1c...

It should be a consistent set of lines along the bottom. As you can see mine has nasty yellow spikes at peak times. Red would indicate packet loss (very bad).

My Broadband Ping - Gig1
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Vass88
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Message 14 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

ive just set it up so will wait for the data to accumulate thanks

Vass88
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Message 15 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

heres the proof how hopeless VM are

Complaint Raised JANUARY !

Vass88_0-1617727379208.png

 

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Anonymous
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Message 16 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

so take it to CICAS if 8 weeks has passed
Zak_M
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Message 17 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Good afternoon @Vass88 

 

Thank you once again for your post. 

 

Have you managed to accumulate the data from the BQM yet? 

 

If so please could you provide them here so we can take a look over things. 

 

Kind regards,

Zak_M

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Vass88
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Message 18 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

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risc19
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Message 19 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

risc19_1-1617735720857.png

 

Yeah, I would love to know that too.

My Broadband Ping - Gig1
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Molly_G
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Message 20 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Hi @Vass88,

 

Thanks for providing your BQM this doesn't look great. We would love to look into this for you but are unable to access your account via the details you have used to sign up for forums.

 

I understand you might be hesitant to provide details via the forums, but this is why we send private messages - please check our Good Folk To Know page which outlines which users are VM staff / VIPs to be reassured of who is asking for details. Private messages can only be viewed by yourself and staff.

 

In case you wish for further help, I will drop you another private message in order to be able to take a closer look into your account and try to resolve the broadband issues you're having.

 

Thanks,

 

 

Molly_G
Forum Team



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