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Nawaz5
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Slow Speed since upgrading to 350

I was having a problem with speed when I was on 200mb. Speed was fluctuating and dropping to below 50mb  (wired connected). So rang VM and about 10 minutes the gentleman advised me to upgrade to 350mb to solved my problem.  

Being naive I believed VM and agreed to upgrade to 350mb on the 26th June. I was advised that upgrade will be completed with an hour.  

I have been waiting ever since.

Rang Customer service back. after spending 10 mins explaining the issue, I was advised I needed to talk Tech support and was transferred to them. It was a cold transfer. So I had to go through everything again. after spending another 10 mins with technical support, I was told its a customer support issue( not sure why) and again cold transferred me back to customer service. Another 10 mins and again cold transferred to Tech Support. and again after 10 mins or so back to customer support (yes cold transferred agin- seems cold transfer is VM culture).

So asked for a manager. The gentleman took my details and advised me that a manager will ring me back with 48 hours. That what on the 28th of May. Still waiting for that call.

Now to members:

Can I go straight to Ofcom?  or I still need to log a complaint to VM first?

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Message 2 of 16
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Re: Slow Speed since upgrading to 350

Hi Nawaz5,

 

Thank you for your post. I'm sorry to hear this. 

 

What devices are you having the speed issues on?

 

^Martin

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Nawaz5
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Re: Slow Speed since upgrading to 350

 

Thanks for your reply.

OK these are the devices connected all most all the time

  1. Desktop (wired)
  2. two smart TV  (wired - Children play games online whenever they are home)
  3. Xbox
  4. Sony PlayStation (occasionally)
  5. one printer
  6. Two laptop
  7. 5 mobile phones

But affected device mostly desktop laptop and TVs Xbox.   

I disconnected everything but Desktop to check speed. But still not going anywhere near 90mb 

However, my biggest frustration now is VMs customer service. Started with speed but VMs customer service has now taken over.

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Re: Slow Speed since upgrading to 350

Thank you for that information. It does sound we may need to look over your services. 

 

I am sorry to hear about the customer service you have received. I can assure you that isn't what we expect from our agents.

 

I will private message you now so I can look into this. 

 

^Martin 

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Nawaz5
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Re: Slow Speed since upgrading to 350

Thanks for your message Martin. Just hope you can sort this out. 

Your customer service is really a disaster

 BM needs a major overhaul if they still wants to remain in the market. They need to do it quickly before 5g become widely available 

 

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Nawaz5
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Re: Slow Speed since upgrading to 350

Just an update

Still waiting for that complaint manager to ring me. 

Waiting since 28th May 2019.

VMs 48 hours not over yet.

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Forum Team (Retired) David_Pn
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Message 7 of 16
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Re: Slow Speed since upgrading to 350

We are sorry to hear that you are waiting for one of our managers to get in touch Nawaz5.

 

Please accept our apologies for this not happening as agreed.

 

Have you been given a complaints reference number from us at all? 

David_Pn
Forum Team

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Nawaz5
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Message 8 of 16
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Re: Slow Speed since upgrading to 350

yes.

its

COM 103426657

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Message 9 of 16
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Re: Slow Speed since upgrading to 350

Thanks Nawaz5,

 

I can see that your complaint is assigned to the team and they will be in touch with you.

 

Thanks,

 

Alex_Rm

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Nawaz5
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Message 10 of 16
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Re: Slow Speed since upgrading to 350

THANK YOU FOR THIS INFORMATION.

BUT WILL THEY CONTACT me sometime THIS YEAR  ????

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