Virgin Media Community

[TAZMANUK]

Can you look into my area please as their is red spikes on the bqm also real speed had issues with upload that actually failed, lost / late / damaged packets.

It's not my equipment, the hub is in super hub mode, all connections are tight, had new internal and external cabling along with splitters etc.

Please don't insult saying signal level and connection are within spec, this is causing websites to take ages to load, lag etc and basically getting to the point now enough is enough.

I also suffered the 8pm - 10pm issues on the core fault highly documented and reported on here, however that was suddenly fixed to now getting these interruptions all throughout the day again.

Its getting to the point I can't wait for city fibre to he competition in my area with full fttp.

Sort it or loose my custom as I've only just last night closed a complaint down with executive office to now find it's still happening, just file a complaint, give me a deadlock so I can go to ofcom

 

 

[TAZMANUK]

9th was fine, 10th may ok until slight spikes bang on 8pm and on off 11th may all throughout the day

 

 

 

[TAZMANUK]

 

 

 

 no upload at all and no websites are working now having to use mobile data, I'll certainly be on the phone today

[TAZMANUK]

 

[TAZMANUK]

YET AGAIN RUBBISH 1 GIG SERVICE WHATEVER YOU HAVE DONE AFTER 9TH MAY REVERT BACK AS NON STOP INTERMITTENT UPLOAD SPEEDS, LOST PACKETS.

DO DONT GIVE ME MY CONNECTION IS WITHIN SPEC, I AM PAYING FOR A SERVICE THAT IS A POOR SERVICE GET THIS SORTED!!!!

ILL GIVE YOU UNTIL MONDAY THEN COMPLAINT WILL HE IN PLEASE TAKE IT STRAIGHT TO DEADLOCK SO I CAN GIVE OFCOM ALL THE DATA AND INFORMATION IN THIS POOR SERVICE.

Question you buy a TV that's within manufacturers "spec" however it gains a fault loss of picture or sound, do you think the manufacturer who say sorry can't return it "it's within spec"

 

[TAZMANUK]

Rubbish service continues cannot wait for deadlock letter.

When I phoned lastnight looking at the service checker it said they was a fault in the area I thought "AT LAST YOU'VE ACKNOWLEDGED THE FAULT" to read on the fault it's only to do with logging into myVM and not the fault I'm seeing.

Also the customer service said their is no fault in the area so neither know what each are doing

 

 again this morning websites are slow loading, packet loss etc the problem continues

[TAZMANUK]

 

 

 

 

 The graphs and data does not lie, taken today 13th may 7:17am

Friday the 13th could he day I sack off your services

[TAZMANUK]

 

 

[Andrew-G]

Your escalation route when a formal complaint is not handled properly is to CISAS, not Ofcom.  You can complain to Ofcom at any time (eg now, today) but they consider complaints about VM as a whole, they don't involve themselves in the individual complaints, so don't put too much effort into that.

To approach CISAS, there's either a deadlock letter needed, or eight weeks must have elapsed since a formal complaint was raised.  Be clear on what outcomes you want from CISAS.  If the problem has been running for a while, and you've had an earlier complaint than your CEO complaint, and that earlier complaint got no useful outcome, potentially that would already pass the eight week limit.

I'll flag this for the forum staff to take a look - seems to me this need referral to the area manager for a proper investigation.  If staff can sort that out you may get the problem fixed and avoid the need for CISAS.

[TAZMANUK]

They fixed it for a few days and current complaint was closed, however halfway through 10th may issues started yet again like they was waiting for me to close the current complaint to start this awful service again, so here we are AGAIN, I'll just ask for deadlock as fed up with them saying it's in spec, that maybe the case but their spec isn't providing the service I should be getting.

Bit like if you have air in your gas pipe eventually your cooking hob you'll see the irregular flame and eventually go out