Level 1 upgraded to Level 2

Dustymiller · 03-12-2007, 16:38

What does it mean when i am told that i have had my service upgraded from a level 1 to a level 2 due to poor 20mb connection speed ???

Have i been fobbed off for 24hrs, or is it something real ??

Sirius · 03-12-2007, 16:40

Quote:

Originally Posted by Dustymiller

What does it mean when i am told that i have had my service upgraded from a level 1 to a level 2 due to poor 20mb connection speed ???

Have i been fobbed off for 24hrs, or is it something real ??

Well that a new one on me ?

Impz2002 · 03-12-2007, 17:06

i have also never heard this before. is it another level of fault reporting like when something is escalated to the next level of support ?

Impz

darthlinux · 03-12-2007, 17:20

2nd line support they can access ubr's I think so can do alot more testing on network

Dustymiller · 03-12-2007, 17:48

Was told that i have been put onto level 2 service. And that if in 24hrs that does not help to call back and speak to retentions, and get a half price discount.

Wouldnt mind but I dont want a discount. I want the service I am paying for. Is it too much to ask ???

Why are broadband tech support so uselss, and why oh why wont they listen to the customer, was getting pretty angry at the useless bint at tech support who insisted i do all the checks again with her, despite me telling her that the engineer who came on saturday did that, along with some support guy from Swansea doing it, and being baffled. Of course its a contention issue, but why wont they tell the truth.

---------- Post added at 17:48 ---------- Previous post was at 17:35 ----------

Just sent this to "Customer Feedback"

Since taking out the upgrade from a very happy 4Mb broadband user to a VIP (what a joke) customer. I have had nothing but heatache, and issue with your service.

From day one, my broadband account was deleted. Then when that was fixed, the service was not provisioned correctly, and so was not setup for 20Mb, When that was fixed, my old webspace and site was deleted, and that still has yet to appear. Now after two weeks of totally poor broadband service, where the speed was actually slower than I had before my "Upgrade" I have had a new modem install. Still no difference still the same slow crappy link.

After an engineers visit on Satuday to replace the modem, and a long (very) call to support in "Swansea" the engineer has passed the call to the networks team.

Broadband Support dept, now there is a contradiction in terms. just want me to keep repeating the original tests done two weeks ago, and then say there is nothing they can do, call customer services. customer services say call Broadband Support, can you see where this is going.

Customer service then tell me they have upgraded my service, yeah right. If that doesnt fix it in 24Hrs i am to call back and speak to retentions, to get a discount. I dont want a discount, I want the service that I am paying you to supply, hence me paying you to supply it. Surely if you are advertising the link they you should be able to supply it. or atleast something close.

The icing on the cake, is that every time i call broadband support i have to pay for the priviledge, yes i know you refund the call charges eventually. But i have yet to see it on my bill, and plus you muck up my service, and my account, an I am the ones chasing you to fix it, there is no customer support and no problem ownership whatsoever.

If you want to speak to me on this my email is *******@ntlworld.com

But you probably wont.

Rone · 03-12-2007, 17:52

"I want the service I am paying for. Is it too much to ask ???"

Answers on a postcard.

Sirius · 03-12-2007, 18:15

Quote:

Originally Posted by Rone

"I want the service I am paying for. Is it too much to ask ???"

Answers on a postcard.

The postcard will get there faster than my broadband would.

darthlinux · 03-12-2007, 18:34

Quote:

Originally Posted by Sirius

The postcard will get there faster than my broadband would.

lol is it really that bad I am sick my ubr is ****ed I was getting 2mb last night but getting 19.1mb this morning but I use my connectin of a evening my speeds used to be great and lately they ahve been so **** its unbeleiveable how ever as staff i get is cheap but still i pay and i should get what i pay for

Sirius · 03-12-2007, 19:04

Quote:

Originally Posted by darthlinux

lol is it really that bad I am sick my ubr is ****ed I was getting 2mb last night but getting 19.1mb this morning but I use my connectin of a evening my speeds used to be great and lately they ahve been so **** its unbeleiveable how ever as staff i get is cheap but still i pay and i should get what i pay for

Well VM should be spending money on there network not high powered lawyers in a fight i don't think they are going to win with SKY.

Dustymiller · 04-12-2007, 06:35

Wow, i think they have fixed it (Not),

Got a massive 7.6 Meg at 5am this morning. Dont think I am going to be doing anything on the PC at that time in the morning though

Back to 1 Meg now though - boo hoo

iTekweni · 04-12-2007, 13:54

Come on you guys stop laying blame with virginmedia's equipment don't you know that it is all your kit that is at fault, I at the minute have a whopping 11 mb but my kit will develope a fault round about 16:00hrs and drop down to 650kb this will be of no fault of virgin's because at that time my router will start miss behaving causing speed loss.

There is always tomorrow when I am at wotk and fast bb is of no use to me that the increased speed will return only for the sequence to start over again.

Ah well thats my rant for the day

Dustymiller · 04-12-2007, 16:52

Gotta Love CS, now I'm having a cable re-pull - supposedly.

the signal levels have already been proved to be perfect, but that does not seem to bother the CS senior man.

So until thursday.

I never really wanted 20Mb anyway, i wanted to give VM loads of my cash for a less than 1Mb link cos I'm so nice.

And to cap it all one of my STB died last night.

We arn't due for any lighting storms are we

alferret · 04-12-2007, 18:30

Drop your package back down to 4mb, it is by far the most stable and consistant speed VM have. I wouldnt even upgrade to 20mb if VM were to pay me.

jimrobo · 04-12-2007, 20:56

surely with the 4 mb package you would get the slow speed at peak times and then at non peak times when you were getting 15 Mb/s you only get 4 Mb/s?

alferret · 04-12-2007, 22:15

Lots of people on 20mb have problems regardless of the time, normally due to over subscription.