I have been receiving a really solid broadband service from VM, of about 270Mbps. Therefore decided to upgrade to the Vivid 350 package and my speed shot up to 370Mbps, this is great as we play a lot of online games.
However recently we all noticed a lot of lag when gaming or streaming video, I decided to test the bandwidth using a few different online bandwidth testers, and it had dropped to between 70Kbps and 120Kbps! I called VM and after 2.5hrs on the phone they said they were going to send an engineer out to look into the issue, for which they did try and charge me for but after my explaining that charging me wasn't going to happen they relented and sent the engineer the very next day, which is a very good service.
The engineer came to the house and tested the signal and agreed it wasn't satisfactory, but he wasn't able to improve it. When I got home from work I tested it again and it was around 200Kbps, and that has where its stayed.
The engineer said he would check in with me later that week to see if there had been any magical improvements but he hasn't called back. I don't look forward to calling VM and going through the same painstaking ordeal all over again!
If their is anyone from VM reading this, please can you have the engineer call me or send another more suitable/senior engineer to rectify this issue, and give me the service I’m paying for,
VM should not have said they will charge.. they never charge for engineer calls unless for something like moving your hub, or you had damaged something.
It will take a while to get a response from a VM employee here.. usually about a week. If I were you I would call them again, but select the 'thinking of leaving' option, so you get through to Retentions. They do more than just try to retain customers and they really do know what they are talking about.
Thanks for the response, I will call then again tonight.
They said that cannot help me as they had exhausted there specific team capabilities and that they will now need to escalate this issue to another team, that's when they said that to access this 'special team' I needed to subscribe to the service which they said was £5 per month.
Some sort of upselling, obviously I explained that all I wanted was for them to deliver the service that I was paying them for.