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

[john coley]

Hi everybody, I posted recently about the oversubscription of the above ubr. Since then I have had several enquiries from customers on the same ubr. The order for the ubr to be upgraded was issued on the 22nd of October, and since then there have been a series of dates for the work to be done, the last being the 10th of November.
A contact in retentions has been chasing them up, and today emailed me with some very bad news, not only for me, but the other 28 customers. The UBR isn't going to be upgraded this year, and there are no plans to upgrade it next year either.
As I said in my original post on the subject of the UBR I'm on the 20 mbps package, and my speed fluctuates between 1 and 4 mbps.
Were it just a matter of a month or so till things were going to be put right I'd ask for a refund, but given that it isn't going to be done other than for suing I can't see what other options are open to me. I've already complained. The situation is so bad that a manager in tech support has just helped me with a second complaint. It isn't as if there's no technical evidence, there's plenty.
Virgin Media have to learn that a contract cuts two ways. We have obligations to the company, and they have obligations to customers. If a fault is identified they are obliged to repair it.
I'd be interested to see what you all make of it.
John.

You will need to complain to OFCOM due to they are not fixing the fault within there own SLA and OFCOM are very strict with things like this.

Hope this helps

[General Maximus]

sounds like a great idea, if they get a kick up the ass it might encourage them to be more proactive in identifying these sorts of problems and improve the customer experience

According to Alex Brown at the moment they have lots of capacity (Yeah Right)

[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.

[BenMcr]

I can't find any reference to ubr01.camd.blueyonder.co.uk anywhere?

[john coley]

Hi. My two previous posts regarding it are called respectively long standing ubr overload and ubr oversubscribing. I'd started this as a new thread as those two posts were a week ago, and I didn't want people, including myself to have to hunt for info on it. As far as the email from my contact in retententions goes I considered posting the text of the email, but decided in the event that as it's a virgin media forum it may be pulled so just referred to it.
Thanks again,
John.

[BenMcr]

No I meant the actual name of the ubr I can't find.

I thought the hostname would be more like "camd-cmts-01.blueyonder.net"

[john coley]

Hi, I'm pasting this from my connection information screen. Below my IP it says host followed by my IP and the following
cable.ubr01.camd.blueyonder.co.uk
Thanks again,
John.

Where you looking Ben?

[BenMcr]

Hmm. Knowsley must work differently to Langley/Bromley

I know there is relief work going on this month in Camden though

From what I can see the work should have been done

[john coley]

Hi Ben, on the link called connection on the forum page. Am I looking in the wrong place? Let me know and I'll let you know what it says.
thanks again,
John.

Originally Posted by john coley

Hi Ben, on the link called connection on the forum page. Am I looking in the wrong place? Let me know and I'll let you know what it says.
thanks again,
John.

Mine says dud ubr05

[john coley]

Hi Ben, mine in that case would be ubr01.camd. I just pasted what it said in its entirity.
John.