ubr01.camd.blueyonder.co.uk is not being upgraded

Originally Posted by broadbandking

It would be nice to see a list of current overloaded UBR's I wonder how many are in need of a upgrade

Never going to happen for the reasons below

Originally Posted by Impz2002

You will never see an "official VM List" as that would be commercial suicide and we all know VM like to sign up as many customers as possible even if the capacity isnt there !

[broadbandking]

why did you post a post with two quotes LOL

Originally Posted by broadbandking

why did you post a post with two quotes LOL

To save posting twice

[broadbandking]

sorry didnt see "Never going to happen for the reasons below"

Originally Posted by broadbandking

sorry didnt see "Never going to happen for the reasons below"

I was in the middle of editing it to include that and got a distraction if you follow my drift

[broadbandking]

What my microwave isnt working LOL

[john coley]

On the subject of ubr01.camd I have an update. Three days ago a tech support contact identified a problem with the channel snr. It was 18, much too low. The channel snr was sorted the night before last, and is now 31. I have noticed a massive increase in speed, and would be interested to know if others on the ubr are finding similar improvement.
John.

[BenMcr]

So not oversubscription then?

[john coley]

yes it is. the channel snr was a secondary issue making things even worse.
John.

[General Maximus]

so what speeds are you getting now? have you touched your full 20mbit yet?

[john coley]

not the full 20, but 19.4, which isn't bad. To give you an idea of the jump, which happened on the night of the 26th/27th speed went from 3.5 mbps to 19.10. I'd sent my speed test results, all 225 of them to my contact in tech support. She compared the results against the graph, and it matches. So much for them generally having a downer on speed tests. She's disgusted at the treatment I've had and the pathetic offer I've had from them, and is helping me with another complaint. The extra effect the snr had was that instead of the high tx load only slowing me down in the evenings I was permanently slow. The slowest was in mid october, when it hit 0.11 mbps. I'm hoping that now the snr's been sorted it stays ok for a while.
John.

[Stabhappy]

I am absolutley amazed these things arent checked automatically - everyone on your UBR will have had the same issue, for months!

[john coley]

Yes they will. I hope, if them are on here they see this thread, realize why they've been slowed to a crawl and contact me. I was talking to my tech support contact today about exactly that. She's taking a great interest in this thread, and I'm emailing posts to her so that she can keep an eye on things. She said that this was the worse she's seen in her 7 years with the company.
I hope all the affected people will put in complaints and make sure they get back what they're owed.
John.

---------- Post added at 11:54 ---------- Previous post was at 11:33 ----------

If only Virgin thought about it checking channel snr, although it wouldn't let them off upgrading ubr's it could well buy them time. I was amazed at the difference it made.
John.

[BenMcr]

I would have expected snr to be if not a basic, then definately a second line check.

I apologise if any of my posts were annoying, I just would have expected them to run all checks they could before 'You'll have to wait for relief work'

[broadbandbug]

Originally Posted by john coley

Hi, thanks for replying. I have already reported the matter to Ofcom. As the information in their reply will be of use generally I've pasted the text here.
Thanks again,
John.
13 November 2008







Dear Mr Coley

Virgin Media Ltd


Thank you for your email to Ofcom regarding the above company.



I was sorry to read about the problems you have been experiencing and I can confirm that a record of your complaint has been made here at Ofcom. This will feed into the statistics that we collate to help us monitor trends in consumer concerns.



I appreciate that you have approached us for help but Ofcom does not become involved in settling disputes that consumers have with their service providers. Ofcom’s role is about encouraging the communications industry to take ownership in addressing and resolving these.



If you have already contacted Virgin Media Ltd and feel you have been dealt with poorly or unreasonably, you can ask for your complaint to be taken to a higher level. Information on how to go about this can be found in your service provider’s code of practice which should detail their full complaints procedure. Some service providers also print complaint information on the back of their phone bills.



By following your service provider’s complaints procedure, it is likely you will be able to resolve your dispute. If you have exhausted the complaints procedure and you remain unhappy, you should request that your service provider sends you a letter which outlines their final position. This is known as a ‘deadlock’ letter. Once you have received this, you will be able to take your dispute to an Alternative Dispute Resolution (ADR) scheme. You are also able to take your dispute to an ADR scheme if it remains unresolved after a period of 12 weeks after the date you first complained.



Every service provider is obliged to belong to an ADR scheme. This is an important piece of consumer protection as ADR’s are free and independent services available to residential or small business (10 or less employees) consumers. Service providers must abide by an ADR’s decision. You are not bound by this decision and if dissatisfied with the outcome, you are free to consider legal action.



Virgin Media Ltd is a member of Communications & Internet Services Adjudication Scheme (CISAS) for the purpose of ADR. CISAS can be contacted at CISAS, 24 Angel Gate, City Road, London, EC1V 2PT, Phone 020 7520 3827, Email: info@cisas.org.uk Website: www.cisas.org.uk



Ofcom does not have regulatory control over the quality of customer service that is provided by any telecoms company. However, Ofcom does record all complaints that we receive under relevant categories and against the particular provider. This helps us to identify trends in issues of general consumer concern. If we notice a particular increase in similar complaints against the same provider then we will raise this with the company.



We hope this information is of help but if you do require further advice, you can refer to our website www.ofcom.org.uk or phone the Ofcom Advisory Team on 0300 123 3333 or 020 7981 3040, quoting the Ofcom reference number at the top of this letter.

Your best bet is via the ISPA.. They have a code of practise with regards to response etc from VM.. So if you complain to them they will contact VM and deal directly with them on your behalf.