10M : Brighton Slow Again

[General Maximus]

the CEOs office are very good. If anyone from tech support rings you though dont let them fob you off with rubbish about there is currently a fault and it will be fixed in two weeks or something like that. Somebody needs to come out and look at those power levels. Even if you dont get your full 10mbit, you will see an improvement if they are adjusted.

[cookie_365]

Originally Posted by qasdfdsaq

When is brighton ever not slow?

I must be close enough to Hove to get the benefit of their 'We're not slow like Brighton' VM goodiness

[db133]

Ref: 'let us know how you get on with the CEOs office...'

Just received the following:

Thank you for your email.

I'm really sorry you're unhappy. Neil is currently unable to deal with your complaint personally; however, I've passed your email onto a member of his team, and they will be in touch soon to resolve this issue for you.

On behalf of Neil Berkett

[Andrewcrawford23]

Originally Posted by db133

Ref: 'let us know how you get on with the CEOs office...'

Just received the following:

Thank you for your email.

I'm really sorry you're unhappy. Neil is currently unable to deal with your complaint personally; however, I've passed your email onto a member of his team, and they will be in touch soon to resolve this issue for you.

On behalf of Neil Berkett

that is normal but generally goes to higher up person who then takes it mroe seriously

[thenry]

what Andrew said and you should get a call back today or tomorrow if you put your contact number/customer info within the email. if not then just wait for an email reply, they may ask for your details to contact you via the phone/check your account etc.

[db133]

Originally Posted by thenry

what Andrew said and you should get a call back today or tomorrow if you put your contact number/customer info within the email. if not then just wait for an email reply, they may ask for your details to contact you via the phone/check your account etc.

contact details within the email.

---------- Post added at 16:11 ---------- Previous post was at 14:31 ----------

Originally Posted by cookie_365

I must be close enough to Hove to get the benefit of their 'We're not slow like Brighton' VM goodiness

I am in Brighton but very near the boundry with Hove, (Dials Area.)

[db133]

Just received the following:

Hi David,

Thank you for your recent email, please accept my apologies for any inconvenience this issue may have caused.

In terms of issues in your area I can currently confirm there is only minor issues at present and your area is not over subscribed. I can see this based on the figures within our system for traffic etc. I am also happy to confirm major works in your area due to be finished by mid June 2012.

If you are experiencing slow speeds can you confirm when this occurs and what sort of downloading you are doing? The current service tier you are subscribed to is Broadband M (10MB) however the fair usage policy on this is half of the Broadband L service.

I would strongly recommend contacting our retentions team who may be able to upgrade you free of charge and as such increase your speeds.

I hope this clarifies the issues you've raised.


Kindest Regards,

[mod edit, VM staff details removed]

[craigj2k12]

you should take out those contact details

[thenry]

could you please delete names and contact details above.

with regards to the email above your literally left in a limbo. upgrades due to be completed by june.. not an extremely long wait.

your package does suck but then again i dont know how much your paying.

he's advised a free upgrade via retentions. now heres something to ponder. from what ive seen docsis 3 is pretty awful in the area but it may well of improved. your currently on the docsis 1.1 which is ok'ish. im not sure what retentions would offer may be a simple bump to 10Mb L as advised. they may even bump you higher sending you a SuperHub and putting you on 30Mb orrrr send you a SuperHub and bump you to 10Mb L.

?

[db133]

Just found this on : http://www.retentiondeals.co.uk/thre...-retentions.9/


Getting a retention deal with Virgin Media currently appears a little hit and miss. Rumour even has it that they no longer have a retentions department that you can be put through too.

In fact it seems the whole of their customer service might be slightly hit and miss at the moment. Some people are reporting phoning up and being offered a good deal straight away and some people are having to go ahead with the actual cancellation. It does appear though that you will receive a call from Virgin Media within those 30 days prior to services being cancelled offering you a better deal to stay, so its just a case of playing the waiting game.

Once you have been offered a retention deal, ask the advisor to put this in an email to you. Not only does this give you confirmation of the deal, but it will help solve any discrepancies later down the line.

Do you work for Virgin Media and can clarify any of this infomation? We would love to hear from you.

---------- Post added at 13:26 ---------- Previous post was at 13:23 ----------

Originally Posted by db133

[mod edit, VM staff details removed]

Thanks (sorry etc)

[thenry]

if you've got a VM homephone you simply call 150/151 > press 1 to confirm your account > option 5 'thinking of leaving' then option 2... 'retention/thinking of leaving'

dude ignore that crap you've posted above from that link. you've been advised by a senior member of staff at VM in your email. to tell you the truth your sorted, you can get a good deal but because the network sucks in brighton and a total fix is June/July its now up to you to go all out and get a nice deal or just get a little bumper.

[General Maximus]

you need to ring whatever number it is and select "thinking of leaving us" which will put you through to retentions. You need to tell them about the email you have had from the CEOs office and that they said there arent any congestion issues. You need to point out that your lack of speed isnt a result of you hitting the stm threshold, it is your speed as a whole which is reflected in speed tests any time of the day and you think this is down to your power levels. If they fob you off saying there is upgrade work going on it the srea which will be completed in June tell them it is unacceptable because if they think that is going to help then they are admitting there is a congestion issue.

Depending who you speak to they might be able to remotely access your pc and look at the power levels themself and run some speed tests. The long and short of it is that you want someone to come out and sort your power levels out. If they want to bum around upgrading you to see if it makes any difference let them, but on the condition that you dont pay for it and if it doesnt work, you want to be put back down to 10mbit with no renewal of contract and somebody comes round.

[db133]

They sent me the SuperHub. I posted for information on here some where. Found myself totally confused as to weather to fit it or not . I understand if it all works its easy to change it over but I do not wish to make matters worse by making a mistake......

[Kymmy]

You'll need it soon anyway once they do the speed upgrades

[General Maximus]

have you got your own router?