Soldato
- Joined
- 9 Jun 2006
- Posts
- 2,642
Hi guys,
For 4 months, I was on 30Mbps, but due to apparent over-utilisation in the area, I was getting less than 1Mbps and the connection was unusable. I waited for months for it to be fixed, and after threatening to leave, I was offered to downgrade to 10Mbps which might offer some improvement, which it did, but only mildly. Speed is ok most of the time, still issues with high latency, jitter, and packet loss.
A few weeks ago, I was told the issue in the area was fixed, however it was not the case for me. Several calls later, a UK tech support guy said the likely cause was that I had low downstream SNR. An engineer was sent out, who came today to resolve the issue.
I began to explain the issues with my connection, with the aid of pretty graphs, to which he rudely ignored and began fiddling with the coax cable. He swaps me over to an unused cable attached to the building, and said everything should be fine. I ran a pingtest and said I was still having issues of high latency, to which he says "Don't care about that", before running a speedtest and saying it's all fine. I prompted him about the low downstream SNR, and he just shrugged saying "What can I do?", and carried on to reassure me that it is all fine.
So approaching the 6month mark now, I'm still getting the same problems, and I'm sick of waiting for VM to fix my issue. That is if I can persuade someone that I have an issue, and if I can get them to understand that my issue is to do with packet loss and latency.
I've tried to cancel before, but they always say I've been able to download X amount of data each month, so therefore my connection is fine and I would need to pay a termination fee. As these people are not technically trained, it's impossible to explain to them that my downloads occur outside of peak times, and that my issue is packet loss and latency, not throughput during offpeak times.
Do I have a legal leg to stand on when it comes to breaking out of the contract? My understanding is that I am covered by the sales of goods act (which covers services). The connection is not fit for purpose, and I have given them more than reasonable time to fix the problem. So based on that, I would say they have breached the terms of the contract.
Really appreciate it if someone could offer some advice as to what I can do!
For 4 months, I was on 30Mbps, but due to apparent over-utilisation in the area, I was getting less than 1Mbps and the connection was unusable. I waited for months for it to be fixed, and after threatening to leave, I was offered to downgrade to 10Mbps which might offer some improvement, which it did, but only mildly. Speed is ok most of the time, still issues with high latency, jitter, and packet loss.
A few weeks ago, I was told the issue in the area was fixed, however it was not the case for me. Several calls later, a UK tech support guy said the likely cause was that I had low downstream SNR. An engineer was sent out, who came today to resolve the issue.
I began to explain the issues with my connection, with the aid of pretty graphs, to which he rudely ignored and began fiddling with the coax cable. He swaps me over to an unused cable attached to the building, and said everything should be fine. I ran a pingtest and said I was still having issues of high latency, to which he says "Don't care about that", before running a speedtest and saying it's all fine. I prompted him about the low downstream SNR, and he just shrugged saying "What can I do?", and carried on to reassure me that it is all fine.
So approaching the 6month mark now, I'm still getting the same problems, and I'm sick of waiting for VM to fix my issue. That is if I can persuade someone that I have an issue, and if I can get them to understand that my issue is to do with packet loss and latency.
I've tried to cancel before, but they always say I've been able to download X amount of data each month, so therefore my connection is fine and I would need to pay a termination fee. As these people are not technically trained, it's impossible to explain to them that my downloads occur outside of peak times, and that my issue is packet loss and latency, not throughput during offpeak times.
Do I have a legal leg to stand on when it comes to breaking out of the contract? My understanding is that I am covered by the sales of goods act (which covers services). The connection is not fit for purpose, and I have given them more than reasonable time to fix the problem. So based on that, I would say they have breached the terms of the contract.
Really appreciate it if someone could offer some advice as to what I can do!
, one of his secretaries wil get back to you. I have had to go this route on a couple of occasions and it is the only way i managed to get any joy.