Intermittent connection issues and VM are unable/unwilling to help

[BlackDragon]

Hi all,

I've been having problems with my ADSL service with Virgin Media ever since I started a contract about a month ago.

The problem is, my connection drops to an extremely slow speed every few hours (DL of 0.5Mbps from 3.5Mbps). The router logs show there is a high number of packet errors and that the connection eventually drops entirely before it reconnects. It can take a while before the router works out something is wrong and reconnects. Reconnecting either by restarting the router or letting the router do its thing results in me getting the normal speed again.

I have been ringing VM on a regular basis to get the problem resolved but we seem to be going in circles now. I go through the all the tests/checks they want me to, then eventually it gets raised up as a case to 2nd line support. These guys then do a quick line test, and as the problem is intermittent, they don't see the problem and close the case down. This has happened twice already and I have spent countless hours ringing and doing their poxy tests only to go round in a circle again.

It seems yesterday evening they closed my case down again and only today was I told they had assumed my intermittent problem is attributed to P2P software use, and completely disregarded all the information I have given them that clearly shows that the problem is not my end.

So I'm stuck right now as to what to do. Can I get out of the contract by claiming they are not providing a reasonable service? Can I complain to OFCOM (or someone else) to get something done?

Much appreciated if someone could give me some advice as to where to go next

 

[alex24]

I have an outstanding complaint for them too actually, really poor service this year.

Have you posted on the support forums? They're now manned by the same people who used to man the newsgroup, who can arrange and organise engineers and assistance much more quickly and easily than via phone (in india or scotalnd!). They're technicians so have a lot of knowledge on specific issues like yours. They're also a lot less patronising! I don't even bother calling anymore as it's no use for technical issues, only for billing/contract issues, and even that's laboured.

 

[BlackDragon]

Thanks, I'll give that a go. Didn't know they had a forum!

If they still fail to sort out my connection, is there a way of me getting out of the contract with them as they cannot provide a reliable service?

 

[alex24]

I'm not sure, there's probably some sort of ombudsman that may be able to give you some advice. I basically had a dial up connection (in some respects worse!) for 6 months of my contract duration, and in order to claim any compensation or refund they state you must wait until the problem has been fixed. I'm not sure about the legality of that, but it seems to be an accepted policy within VM from my experience.

Hopefully someone else who's had issues can direct you to a more specific point of assistance. Good luck non the less.

 

[whitecrook]

Does sound like torrent / p2p - do you use that kind of software