darrenj1
12-06-2008, 21:32
I have just got home, and started browsing the web, to find that my speed was exactly 1mb, I have DU meter.
I was annoyed and thought that the traffic managment had kicked in unfairly as there was no way I had downloaded 1gb of information even though my pc had been on all day.
I called customer faults team and spoke to someone who wanted me to do the standard tests like remove modem etc, and I explained that I thought the traffic management had kicked in unfairly.
He said that he has checked my modem and that is not the case, he said that my modem is faulty and wanted to arrange an engineer.
While I was waiting I went back to the VM traffic management page at http://allyours.virginmedia.com/html/internet/traffic.html and was checking the correct limits etc, I found that there is also a threshold for uploading data, and this would make more sense as I knew that I had been seeding torrents.
I then checked the DU meter reports and found that I had gone over the limits and explained this to the technical support to advise him that it was my fault and no longer an issue.
The technical support guy just kept saying 'trust me its a fault with your modem, we need to send an engineer'
After me trying to explain so many times, I had to refer him to the VM page about traffic management, where he then saw the table, which has the headers "Evening Peak time management (7 days a week)" and he then told me that this means a whole week, not just 1 day, so I said that it means it applies every day, he still did not believe me.
In the end it was clear he did not have a clue, and even said things like 'its only XL customers who would be limited' so I had to speak to a manager to let him know that the guy does not have a clue.
It was really frustrating and surprising at the lack of knowledge from a broadband customer service guy.
I was annoyed and thought that the traffic managment had kicked in unfairly as there was no way I had downloaded 1gb of information even though my pc had been on all day.
I called customer faults team and spoke to someone who wanted me to do the standard tests like remove modem etc, and I explained that I thought the traffic management had kicked in unfairly.
He said that he has checked my modem and that is not the case, he said that my modem is faulty and wanted to arrange an engineer.
While I was waiting I went back to the VM traffic management page at http://allyours.virginmedia.com/html/internet/traffic.html and was checking the correct limits etc, I found that there is also a threshold for uploading data, and this would make more sense as I knew that I had been seeding torrents.
I then checked the DU meter reports and found that I had gone over the limits and explained this to the technical support to advise him that it was my fault and no longer an issue.
The technical support guy just kept saying 'trust me its a fault with your modem, we need to send an engineer'
After me trying to explain so many times, I had to refer him to the VM page about traffic management, where he then saw the table, which has the headers "Evening Peak time management (7 days a week)" and he then told me that this means a whole week, not just 1 day, so I said that it means it applies every day, he still did not believe me.
In the end it was clear he did not have a clue, and even said things like 'its only XL customers who would be limited' so I had to speak to a manager to let him know that the guy does not have a clue.
It was really frustrating and surprising at the lack of knowledge from a broadband customer service guy.