Virgin Media Discussion Thread

llamadal · 29 Oct 2014 at 14:44

Just look up head of cs on LinkedIn and send them a message regarding your issues.

Steampunk · 29 Oct 2014 at 14:45

barmyllama said:
Well I've just about had it with these clowns.

I've been having utilisation issues since March. I've been on the phone to them almost weekly. I was told that by 24/9/14 everything would be sorted as the upgrades will be complete by then. Well that day cane and went without any improvements. The upgrades have now been delayed until March next year now.

Half the time I don't have a useable service. At peak times (the only time I'm at home to use it) I average less than 10MB, I'm supposed to get 120MB.

At worst it's less than 0.5MB, YouTube is almost always unusable due to buffering and that's not taking into account the disconnects.

My contract isn't due to finish until June next year, where do I stand in regards to cancelling early without paying a penalty?

Phone up and tell them you want to cancel as they've breached their contracts and promises. If they won't do it without a charge, write to their complaints dept explaining. You have to give them time to reply. If you've no joy there, then you go to CISAS. As soon as you go there, it costs Virgin money to deal with it.

All the details on how to complain to VM, how long to wait, how to trigger a CISAS complaint are there on the website.

barmyllama · 29 Oct 2014 at 14:47

Steampunk said:
Phone up and tell them you want to cancel as they've breached their contracts and promises. If they won't do it without a charge, write to their complaints dept explaining. You have to give them time to reply. If you've no joy there, then you go to CISAS. As soon as you go there, it costs Virgin money to deal with it.

All the details on how to complain to VM, how long to wait, how to trigger a CISAS complaint are there on the website.

Thanks for that.

APM · 29 Oct 2014 at 15:47

barmyllama said:
Well I've just about had it with these clowns.

I've been having utilisation issues since March. I've been on the phone to them almost weekly. I was told that by 24/9/14 everything would be sorted as the upgrades will be complete by then. Well that day cane and went without any improvements. The upgrades have now been delayed until March next year now.

Half the time I don't have a useable service. At peak times (the only time I'm at home to use it) I average less than 10MB, I'm supposed to get 120MB.

At worst it's less than 0.5MB, YouTube is almost always unusable due to buffering and that's not taking into account the disconnects.

My contract isn't due to finish until June next year, where do I stand in regards to cancelling early without paying a penalty?

sod cancelling without penalties,I'd want my money back!

Van Diemen · 29 Oct 2014 at 18:03

Have just had a call from Retentions.

Dropped the price from £32.09 to £30.49 (£19.20 saved)
Got a one month credit (£30.49 saved)
Paid line rental off with Line Saver (£47.88 saved)

so total saving of £97.57 over the next 12 months.
essentially paying £23.96/month

not bad for:
L Phone
152 BB

doggo · 29 Oct 2014 at 18:43

Rant alert!

VM what a shoddy shower of ****!
I've been on the 125mb service for over a year and for the most it's been ok, I've had the odd time where speeds have been really poor and I've had to spend over an hour on the phone to India, I even had an engineer out who changed my SH2 to the newer SH2-AC hub, he even changed all the fittings on the cables including the one in the box on the road side as he said they were all old.
All was fine for about 4 weeks then it was back to rebooting the modem two, three or four times a night. As I was in the middle of building a new rig I couldn't be bothered to go through the joke that VM call tech support.

Anyway I had an email yesterday advising me the 152mb upgrade was available and all I had to do was sign up, fair enough I thought it's not going to cost me any more and it might cure my problems.
I got home today at 16.30 and rebooted the SH..... yay 160.5mb! By 18.30 I've got a 92ms ping, download of 1.53mbps and the upload is so poor it can't even complete the speed test.
What a complete joke VM are!

Rant over

NexusK · 30 Oct 2014 at 08:22

Doggo you could have just said "My area is over-subscribed. Grrrr!"

Willir · 30 Oct 2014 at 12:30

Ever since I got upgraded to the Big Kahuna package, my net has not been the same, constant drops on most devices in my house including 2 PS4's get awful Wifi reception and my phone always drops connection also. I have the Superhub 2Ac and its ****!

Anyone else have problems with the SH2AC?

mp260767 · 30 Oct 2014 at 13:44

NexusK said:
Doggo you could have just said "My area is over-subscribed. Grrrr!"

but that wouldn't have been a proper rant and made him feel better

recently got "super speeded" up to 50mb and it seems ok so far, last time my account got updated i had a few issues with even worse reliability than i'd had previously

rs1800 · 30 Oct 2014 at 13:53

Ive recently upgraded to 150 and get the following; can someone please confirm this is what I should be expecting?

and

http://www.speedtest.net/my-result/3854945472

doggo · 30 Oct 2014 at 17:21

NexusK said:
Doggo you could have just said "My area is over-subscribed. Grrrr!"

I never used to be. It was great for years then played up settled for a month or so then played up.
The speeds are up and down like a fiddlers elbow, twenty minutes ago I could just about get 80mb now I'm getting 160.5, later on it will probably drop down to 2 or 3mb.
I'm in a residential area that has both good BT and Virgin, it's not high letting property area (not lots of students) so I'm guessing its not over subscription.

I can live with the speeds fluctuating, it's just when I've got to reboot the modem 3/4 times a night because speed test is showing down load of 2mb and can't even complete the upload test

Sinny · 30 Oct 2014 at 19:07

Currently in a house share in Telford, moved in about 2 weeks ago.

getting 30+ Meg download speeds, but only about 1.9m upload, it's causing me issues when I play online games and it's even worse when I use VoIP.

Managed to get into the settings and turn the hardware 'Firewall' off which brought no joy to my packet loss issues.

Really not impressed, not like I can phone up VM as it's not my line.

It could be VM, or it could be 5 people using the connection (usually not all at the same time).

GefGz · 31 Oct 2014 at 08:46

Sinny said:
Currently in a house share in Telford, moved in about 2 weeks ago.

getting 30+ Meg download speeds, but only about 1.9m upload, it's causing me issues when I play online games and it's even worse when I use VoIP.

Managed to get into the settings and turn the hardware 'Firewall' off which brought no joy to my packet loss issues.

Really not impressed, not like I can phone up VM as it's not my line.

It could be VM, or it could be 5 people using the connection (usually not all at the same time).

Errr, not really VM's fault if you're on that internet package, even though I'm pretty sure that doesn't exist anymore since the "superfaster'ing"

APM · 31 Oct 2014 at 08:49

I'm on the 50Mb package and I only get 3Mb up.

mp260767 · 31 Oct 2014 at 11:48

GefGz said:
Errr, not really VM's fault if you're on that internet package, even though I'm pretty sure that doesn't exist anymore since the "superfaster'ing"

depends if the owner has applied for superfasting though ?, i'm around the same area and had to ask virgin to upgrade the package.

Sinny said:
Currently in a house share in Telford, moved in about 2 weeks ago.

getting 30+ Meg download speeds, but only about 1.9m upload, it's causing me issues when I play online games and it's even worse when I use VoIP.

if it's the 30mb package then 1.9 upload is good, i used to get 1.5-1.75, i'm the same as APM , after updating to 50mb upload is 3mb, thats the way virgin do there packages, think the 152mb is only around 12mb.

i'd say theres a fair chance it's due to the number of people in the house

.

any chance you can contact person in charge of the virgin account and get them to log a call ?

chroniclard · 31 Oct 2014 at 17:00

Got the new superhub ac

This is the speed over wireless using 802.11ac/5ghz band, router is in the back of the house, so through the kids playroom, through the living room, into the office to my PC with Asus AC wifi adapter thing.

~>Dg<~ · 31 Oct 2014 at 20:07

somethings wrong in notts area at moment. cant even get through to vm.

Sinny · 31 Oct 2014 at 20:49

mp260767 said:
depends if the owner has applied for superfasting though ?, i'm around the same area and had to ask virgin to upgrade the package.

if it's the 30mb package then 1.9 upload is good, i used to get 1.5-1.75, i'm the same as APM , after updating to 50mb upload is 3mb, thats the way virgin do there packages, think the 152mb is only around 12mb.

i'd say theres a fair chance it's due to the number of people in the house .

any chance you can contact person in charge of the virgin account and get them to log a call ?

I can try, but there a load of issues with the house that apprently need doing, so getting him to sort out latenxy issues probably wouldn't happen.

I don't think its that there are 5 people sharing a connextion, as when I visit home I dont get any connection issues on more or less the same connection.

mrk · 2 Nov 2014 at 02:40

Strange issue with SuperHub v2. randomly after say a month I now need to reboot the hub else my net slows to a crawl. Pings have circa 60% packet loss and ping times are slow too. This is for all WAN traffic.

My hub is in modem only mode. Only rebooting the superhub sorts it back out.

Is my SH2 on the way out? :S Might phone up to request an SH3.

Dicehunter · 2 Nov 2014 at 04:10

Currently on 60MB from VM and holy hell their upload speeds suck rancid ass, 63 down and 3 up, 3 !!!, I just came from working in Europe and at my brothers place in Berlin I had 50 up 50 down.

This country seriously blows for quality internet.