Had enough of virgin. What are my rights and best alternative?

Xerco

Xerco

Xerco

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18 Aug 2010
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347
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Ok iv had enough of virgin, terrible support and terrible service. Had free months given to us but I dont want free months I want the service I opted to pay for.

We have been with them for nearly 3 months, and have a 18 month contract. The service they provide is full of faults and always has been, just googleing BN2 Virgin will come up with angry customers. They have admitted to fault but it was never fixed and now there is another one.

Connections are like this 24/7, We have 30mb package, youtube dosnt work.





So what i want to know, What are my rights? Can I get out of the contract and how would I go about doing this.

Which broadband provider should i go for?

The following services are available in your location:

BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT Wholesale SDSL
AOL LLU
O2 / Be LLU
Bulldog LLU
TalkTalk (CPW) LLU
Sky Broadband / Easynet LLU
Pipex LLU
Tiscali LLU
Virgin Media (Cable)

Thanks for your time :)
 
I can only recommend Sky, had it for god knows how long and the service has never missed a beat. However Ive never had a problem to phone support, so I cant comment on their after sales support.

We have Sky TV, so you can get broadband for free or pay £7.50 for the better broadband.
 
Xerco said:
Ok iv had enough of virgin, terrible support and terrible service. Had free months given to us but I dont want free months I want the service I opted to pay for.

We have been with them for nearly 3 months, and have a 18 month contract. The service they provide is full of faults and always has been, just googleing BN2 Virgin will come up with angry customers. They have admitted to fault but it was never fixed and now there is another one.

Connections are like this 24/7, We have 30mb package, youtube dosnt work.





So what i want to know, What are my rights? Can I get out of the contract and how would I go about doing this.

Which broadband provider should i go for?

The following services are available in your location:

BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT Wholesale SDSL
AOL LLU
O2 / Be LLU
Bulldog LLU
TalkTalk (CPW) LLU
Sky Broadband / Easynet LLU
Pipex LLU
Tiscali LLU
Virgin Media (Cable)

Thanks for your time :)
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for getting out of contract I don't see why not they are not upholding there part of the contract, would seek advice from cab on that.

as for new connection, from that list I would pick BE, have you checked when FTTC is going to be available in your area?
 
neoglow said:
I can only recommend Sky, had it for god knows how long and the service has never missed a beat. However Ive never had a problem to phone support, so I cant comment on their after sales support.

We have Sky TV, so you can get broadband for free or pay £7.50 for the better broadband.
Click to expand...

Iv been looking at Sky, and they may well be our next choice. However there max limit for brighton is 16mb's which we would prefer some thing bigger as there is 5 of us (students) in the house.
 
Locky said:
for getting out of contract I don't see why not they are not upholding there part of the contract, would seek advice from cab on that.

as for new connection, from that list I would pick BE, have you checked when FTTC is going to be available in your area?
Click to expand...

Sorry networking isnt my strong point :P FTTC?

Edit: according to this http://www.samknows.com/broadband/exchanges/bt/fttc brighton isnt even on there.

Post code is: BN2 (East Sussex, Brighton)
 
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Fibre to the cabinet - basically fiber optic connection to a box on or near your street, then the standard copper from the box to your house. It eliminates the problem of ADSL degrading with distance (Because you are only on copper as far as the box) so you can get much better speeds. Check out BT infinity for more info about it.
 
Xerco said:
Iv been looking at Sky, and they may well be our next choice. However there max limit for brighton is 16mb's which we would prefer some thing bigger as there is 5 of us (students) in the house.
Click to expand...

24mb at most is all you are going to get & that is all dependant on how far you are away from the exchange & your line/wiring.

Out of those choices I'd choose either Sky or BE. But don't expect to be getting 30mb+ from either of them. Not until FTTC anyway :)
 
Linkex said:
Fibre to the cabinet - basically fiber optic connection to a box on or near your street, then the standard copper from the box to your house. It eliminates the problem of ADSL degrading with distance (Because you are only on copper as far as the box) so you can get much better speeds. Check out BT infinity for more info about it.
Click to expand...

Yeh BT Infinity hasnt got a estimated date yet for brighton.

KIA said:
https://www.btwholesale.com/pages/s...nity/Coverage/ADSL_Availibility_Checker.html#

Enter postcode.
Click to expand...


For Postcode BN2 XXX

Your exchange is ADSL enabled, and our initial check on your postcode indicates that your line should be able to have an ADSL broadband service that provides a fixed line speed up to 2Mbps.

Our check also indicates that your line currently supports an estimated ADSL Max broadband line speed of 7Mbps; typically the line speed would range between 6Mbps and 8Mbps.

Our check also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 15Mbps; typically the line speed would range between 8.5Mbps and 19Mbps.

Our test also indicates that your line currently supports a fibre technology with an estimated WBC FTTC Broadband where consumers have received downstream line speed between 30.7 to 35.7 Mbps and upstream line speed between 12.6 to 12.9 Mbps.

The actual stable line speed supportable will be determined during the first 10 days of use. This speed may change over time, to ensure line stability is maintained.


Mattey1 said:
24mb at most is all you are going to get & that is all dependant on how far you are away from the exchange & your line/wiring.

Out of those choices I'd choose either Sky or BE. But don't expect to be getting 30mb+ from either of them. Not until FTTC anyway :)
Click to expand...


Yeh im aware i wont get 30+ id prefer quality to quantity ok so out of Sky and BE?

Also with the contract, im not getting what im paying for but how do i work it?


Getting out of the contract hopefully with my money back is the main aim right now, anyone give me anyhelp on this?
 
FTTC is "fibre to the cabinet". It is a high speed optical access connection to the street cabinet. Supposedly the only copper connection is from the cabinet to your home. Using FTTC it would be relatively simple to offer upto 100Mb/s to your home.

FTTH is "fibre to the home" which is the ultimate goal. This moves the higher speed optical access into your home.
 
Out of interest does the Virgin speed go up to something reasonable out of peak hours like late at night or something? Just curious because if it's constantly slow then it's more likely to be a technical issue you could get resolved.

I'm with VM and their support is pretty sucky but since I'm a fair distance from the exchange and theres no FTTC here in BN43 I'm kinda stuck with them.

My peak time speeds are a little slow sometimes but nothing crazy like .5Mbps
 
Xerco said:
Our test also indicates that your line currently supports a fibre technology with an estimated WBC FTTC Broadband where consumers have received downstream line speed between 30.7 to 35.7 Mbps and upstream line speed between 12.6 to 12.9 Mbps.
Click to expand...

You should be able to get FTTC. :)
 
Phal said:
Out of interest does the Virgin speed go up to something reasonable out of peak hours like late at night or something? Just curious because if it's constantly slow then it's more likely to be a technical issue you could get resolved.

I'm with VM and their support is pretty sucky but since I'm a fair distance from the exchange and theres no FTTC here in BN43 I'm kinda stuck with them.

My peak time speeds are a little slow sometimes but nothing crazy like .5Mbps
Click to expand...

Its always this low, sometimes it will hit 10mb but the jitter and ping completely disable it. Even if it was 30mb the jitter and ping are horrible.

KIA said:
You should be able to get FTTC. :)
Click to expand...

Says i couldnt on BT but, how can i check in more detail?
 
Xerco said:
Its always this low, sometimes it will hit 10mb but the jitter and ping completely disable it. Even if it was 30mb the jitter and ping are horrible.



Says i couldnt on BT but, how can i check in more detail?
Click to expand...

On BT what? BT wholesale is reporting FTTC for your postcode. Use the address checker at the same site.
 
Have you had an engineer out or anything to get your VM line checked over or hardware replaced? As i'm with Phal in thinking that it does sound like a connection/hardware issue and probably something that can be sorted (understandably to a degree, especially if the local UBR is oversubscribed as well).
If you haven't done so, I'd make a post on the VM forums and Cableforum.co.uk forums as well; plenty of VM (and ex-VM/NTL/C&W etc) engineers on both and any issues I've had have been sorted as-soon-as.
 
Every student I have talked to in brighton has this problem, i really dont think it is our router or computers.

Everywhere else seems so expensive, BE wants 85£ to install a landline and BT put a 10£ on top of every broadband package for landline.
 
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