Issues with Virgin Media - anyone having similar problems?

[Asset]

Virgin media.

I've just done a speed test and it struggled to get to 4mb/s...

I'm supposed to get up to 50.

I can't bear phoning Virgin - customer service is appalling.

[Tractorlad]

jonnywalker Wrote:

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> I live in Nunhead - Ivydale Road area and we've

> been experiencing the same issue. Have called them

> today to complain again and told they're aware the

> issue has been on going since APRIL 2015 with a

> date for fixing it of 30th MARCH 2016. So a whole

> year of paying for 50mg download but only getting

> around 10mg with it sometimes dropping down to

> 2mg. The fella I spoke to was up front about the

> problem they have with 'High Utilisation' saying

> its worse between 6 > 12pm, essentially anytime

> you want to use it when you return from work. They

> would only offer me ?7.50 as a refund and not back

> date. As they are in breach of contract and unable

> to provide a service that's been paid for I

> explained I'll be terminating my contract with

> them and notifying

Jonnywalker. I feel your pain. We're all being ripped off by these cowboys. I too can't bring myself to call customer "service". It's bad for the blood pressure. Sadly the utilisation issue has been with us since at least Jan 2015.

[Tractorlad]

If like me you feel that Virgin Media is taking the residents of SE22 & 21 for a ride you can follow their complaints process here. It's time to take action against these cowboys! http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practice.pdf

[Willard]

Better still why don't you tweet a link to this page on the forum, mention @virginmedia with #crapservice (or something).

I would do it but my service seems ok (for now). I will keep checking my speeds though. It dips from 40mbps in day to around 15mbps at night.

I think it's awful people are paying for a service they're not getting.

[Loz]

15 Meg?? Over here in West London my "50" meg line drops to below 2 meg in the evenings.

BT Infinity here I come.

[Huggers]

It's been awful tonight!

[wongo]

I use Virgin Media and I sign into their Community forum from time to time to any issues I have with my TV/Tivo or broadband.

http://community.virginmedia.com/t5/Broadband/ct-p/Broadband

[Tractorlad]

Willard Wrote:

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> Better still why don't you tweet a link to this

> page on the forum, mention @virginmedia with

> #crapservice (or something).

>

> I would do it but my service seems ok (for now). I

> will keep checking my speeds though. It dips from

> 40mbps in day to around 15mbps at night.

> > I think it's awful people are paying for a service

> they're not getting.

I tweet daily and get nowhere. I think its disgusting what this company charges relative to the service they provide. I'm leaving in Feb but not before I get my money back!

[Rachel_Photography]

So I'm in SE24 and at the start of January I noticed that our evening speeds were barely reaching 1MB (we're supposed to be on 50MB). When I called I was told that it was due to upgrades works in the area. This meant that from 7pm till 11pm each night we would have severely reduced speeds - for the next month! I was very much not happy. We should have been given notification of these works, but not a peep.

I can only hope at the end of the month I get my proper internet back. It is fine during the day, but when everyone's home its a nightmare to do anything other than Twitter, Facebook and a bit of Tumblr. This could be the same works affecting a lot of other people in the area.

And yes, this is all very frustrating, but I've been with Virgin Media for over 4 years and this is the first real problem we've have. They still offer the best speeds for the price in my area. It was just the lack of notice or warning which really got my goat. And they of course charged me for the phonecall to find out what was actually going on.

[bzgeo]

I find it that virgin's network needs an upgrade in our area... we do need to create a formal complaint gathering as many signatures from Virgin customers.

[colbol2010]

Agreed. Can I just refer you back to the original post that started this thread, with a link to an article in South London Press about this issue written by a journalist who will, I'm sure, be more than happy to escalate this and get a great local story. Trust me, as soon as Virgin see this getting press coverage things will start to move forward.

There is also a direct email address to contact Virgin on, in the original post (not sure they will do much good though, but worth making your voice heard and having evidence you have made an official complaint)

[Tractorlad]

bzgeo Wrote:

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> I find it that virgin's network needs an upgrade

> in our area... we do need to create a formal

> complaint gathering as many signatures from Virgin

> customers.

Bzgeo. Please see this link for their complaints process. Rather disapponigly I spoke with a gentleman from the CEO's office asking if I could escalate my grievance according to this process. He told me my best option was to leave with no notice. I other words, do one! A strange approach to customer service. http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practice.pdf

[d_tyrrell]

Just spoken to Virgin -

* They have been experiencing an issue since 17th December (during peak times - evenings/weekends).

* My internet drops to 1mb/2mb during peak times NOT the high speed Im paying for.

* They need to replace a major cable for this area/zone

* over capacity issue?

* could take two weeks it could take a month or months to fix

- like others mentioned - would have been nice to have been informed and compensated!!

[Bic Basher]

Where I live, a Virgin Media engineers van has been attending the same flat at least once a week. I suspect they're having the same problems everyone else has had and they're sending out engineers for nothing.

[Chief]

Virgin Media are like Virgin Trains and everything else associated with Richard Branson - brilliant marketing but rubbish/unreliable product!

[ed_pete]

Also spoke to Virgin last night. After the usual palaver about testing the equipment they agreed that the speed was very low - I'm getting around 1.5-2M - should be 50M. As others have said its a capacity issue and the person I spoke to said that it was expected to be resolved during the first week of February. I won't hold my breath. Standard compensation is paid from the date of making a complaint so I'd advise you to ring sooner rather than later if you're having problems.

[d_tyrrell]

Sorry the its been an issue since the 11th December not 17th December

- whole thing (standard compensation paid for from date of making complaint) is very deceitful. I'm hoping to get out of contract and move back to BT Infinity - Virgin has been unreliable even before the 11th December (called out engineer twice to fix issues which involves days of no service - within a 4-6 week period). Only moved second half of the year - very disappointing.

[Loz]

Over here in W London, I called Virgin last month. They are aware of our contention issues and even had a group call reference for the area, which has a *review* date of mid-March. Not a 'solution' date, but a 'review' date - i.e. they will have more information then.

Totally unacceptable.

[ribrob]

Hi all

See my new post about the quality / speed of Virgin Media broadband in East Dulwich here...

http://www.eastdulwichforum.co.uk/forum/read.php?30,1630548

...may be good to keep track of this and support each other.

Rob

[Tractorlad]

Ribrob. Great piece of insight. So it confirms what I have suspected. There is no fix just a review. These guys are a shambles with customer service and misleading advertising

[ribrob]

Tractorlad Wrote:

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> Ribrob. Great piece of insight. So it confirms

> what I have suspected. There is no fix just a

> review. These guys are a shambles with customer

> service and misleading advertising

Afraid so.

Next time your connection is hopeless, get it recorded via http://speedtest.net so they can't dispute it.

Rob

[Rachel_Photography]

Speedtest.net allows you to save a jpeg of your results. I would recommend everyone does this.

[colbol2010]

Hi. I am the original poster. I have suggested this earlier on but just want to re-iterate. By all means go through the forum, complaints process, compensation, etc, but from someone who has been through all of these things and not had any kind of reasonable solution, I can promise you going to the local press and having a story published is your best bet. The second Virgin's press department get a whiff of negative press coming their way they will sit up,and start changing things. The fact that Virgin are saying they have assessed the problem, and feel it does not require any further work until May is plainly nonsense. This is a story that, especially with enough people/weight behind it, will be of major interest to local publications like South London Press, etc.

[traveler2]

Virgin box on LL Lane still open 3 weeks on with guts spilling out. 3 calls made (1 every week) with no follow up by Virgin.

[ribrob]

traveler2 Wrote:

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> Virgin box on LL Lane still open 3 weeks on with

> guts spilling out. 3 calls made (1 every week)

> with no follow up by Virgin.

3 weeks - amazing.

I've sent the image to the guy i've been talking with, see if that helps.

Rob