Drop outs , packet loss, poor customer service

[expertms]

Poblems with dropped connection and packet loss And poor customer service
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28/12/09, 02:12 PM

SO to set the picture and give all info avil

a ping from command prompt to www.google.co.uk

reports 25% packet loss

i have made many many calls to report this problem and i keep getting a resolution date in the future that never seems to come around ...

Groundhog day springs to mind

i have had stage 1 tecs say its my cables ( revert to the direct connection outside to the white cable as i have done and this can be 100% discounted ) then they say its local problem and will not book a tec ,

ive been told server upgrade and balance issues

i was told the server is over subscribed however this has been retracted and then i get told this again and then its retracted ( you get the picture )

ive been with virgin for 10yrs plus i get no discounts and pay the same as a new customer

yet my service is appalling and i am very very disgruntled

im considering serving them with a subject access request for all my information including connection logs and making a county court claim for all the yrs of poor service and there failure to supply service as per my original contract from aprox 10yrs ago the only one i have ever sighed btw !! so it will stand in court !!

But realy all i want is a stable connection and lets say no more inaccurate information from customer service or in my view lies to fob me off !!





this is from my signal page !! ( however plz do not be swayed by the db levels as i have connected the modem externally yehhh !! outside to the white cable and still the drop outs and packet loss occurs exactly the same >>>>



this is from pingtest.net



http://www.pingtest.net/result/6418214.png (http://www.pingtest.net)

this is from speedtest

https://www.cableforum.co.uk/images/local/2009/12/3.png (http://www.speedtest.net)

im on the vm 20meg connection

and have been since its been available although never have i had 20meg

even using newsgroups !!



Downstream Channel
The data shown in the table below provides information about the signal coming from the network to your cable modem.

Downstream Status
Operational

Channel ID
27

Downstream Frequency
315000000 Hz

Modulation
64QAM

Bit Rate
20480000 bits/sec

Power Level
-7.1 dBmV

Signal to Noise Ratio
35.7 dB

Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.

Upstream Status
Operational

Channel ID
1

Upstream Frequency
37500000 Hz

Modulation
16QAM

Symbol Rate
768000 bits/sec

Power Level
48.8 dBmV













this is the log report from my modem
Mon Dec 28 13:46:08 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 13:21:12 2009 Critical (3) REG RSP not received
Mon Dec 28 13:20:56 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 13:11:07 2009 Critical (3) TFTP failed - configuration file NOT FOUND
Mon Dec 28 13:10:59 2009 Error (4) ToD request sent- No Response received
Mon Dec 28 13:10:57 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 13:10:47 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 13:10:14 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 12:40:44 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 12:40:39 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Dec 28 12:40:35 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 12:40:03 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 12:16:06 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 12:15:48 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Dec 28 12:15:25 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 12:14:53 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 11:49:12 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 11:49:02 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Dec 28 11:48:57 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 11:48:24 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 11:24:10 2009 Critical (3) TFTP failed - configuration file NOT FOUND
Mon Dec 28 11:24:09 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 11:24:05 2009 Error (4) ToD request sent- No Response received
Mon Dec 28 11:24:05 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 11:23:53 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Dec 28 11:23:33 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 11:23:00 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 10:57:56 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 10:57:43 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Dec 28 10:57:21 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 10:56:49 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 10:44:16 2009 Critical (3)

REG RSP not received





further info
URL=http://www.pingtest.net]http://www.pingtest.net/result/6500093.png[/URL]

https://www.cableforum.co.uk/images/local/2009/12/4.png (http://www.speedtest.net)



I get loss of connection on xbox live and lag !! , I get failed page loads on the net , I get slow dl speeds on the newsgroups (even though today's reported speed is good this will fluctuate )

my upload speed is poor ,

i can connect my modem direct to my xbox via ethernet and the same with PC and i get dropped connections , you can see by my ping results I get loads of lost packets

my results as per Fred lol

Tracing route to www.bbc.net.uk [202.58.251.195]

over a maximum of 30 hops:

0 skyward-PC [77.96.134.71]

1 cpc1-blac7-2-0-gw.pres.cable.virginmedia.com [77.96.144.1]

2 osr01blac-ge18.network.virginmedia.net [80.0.161.17]

3 osr02pres-tenge72.network.virginmedia.net [62.30.253.33]

4 pres-core-1b-ge-010-0.network.virginmedia.net [80.0.160.129]

5 man-bb-b-ge-120-0.network.virginmedia.net [213.105.175.177]

6 man-bb-a-ae0-0.network.virginmedia.net [62.253.187.177]

7 gfd-bb-b-ae1-0.network.virginmedia.net [213.105.175.146]

8 redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]

9 212.58.239.249

10 212.58.238.133

11 212.58.239.58

12 www-vip.telhc.bbc.co.uk [212.58.251.195]



Computing statistics for 300 seconds...

Source to Here This Node/Link

Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address

0 skyward-PC [77.96.134.71]

0/ 100 = 0% |

1 30ms 2/ 100 = 2% 2/ 100 = 2% cpc1-blac7-2-0-gw.pres.cable.virginmedia.com [77.96.144.1]

0/ 100 = 0% |

2 28ms 2/ 100 = 2% 2/ 100 = 2% osr01blac-ge18.network.virginmedia.net [80.0.161.17]

0/ 100 = 0% |

3 29ms 3/ 100 = 3% 3/ 100 = 3% osr02pres-tenge72.network.virginmedia.net [62.30.253.33]

0/ 100 = 0% |

4 21ms 2/ 100 = 2% 2/ 100 = 2% pres-core-1b-ge-010-0.network.virginmedia.net [80.0.160.129]

0/ 100 = 0% |

5 25ms 3/ 100 = 3% 3/ 100 = 3% man-bb-b-ge-120-0.network.virginmedia.net [213.105.175.177]

0/ 100 = 0% |

6 24ms 3/ 100 = 3% 3/ 100 = 3% man-bb-a-ae0-0.network.virginmedia.net [62.253.187.177]

0/ 100 = 0% |

7 29ms 1/ 100 = 1% 1/ 100 = 1% gfd-bb-b-ae1-0.network.virginmedia.net [213.105.175.146]

0/ 100 = 0% |

8 32ms 2/ 100 = 2% 2/ 100 = 2% redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]

0/ 100 = 0% |

9 36ms 1/ 100 = 1% 1/ 100 = 1% 212.58.239.249

0/ 100 = 0% |

10 31ms 4/ 100 = 4% 4/ 100 = 4% 212.58.238.133

0/ 100 = 0% |

11 33ms 0/ 100 = 0% 0/ 100 = 0% 212.58.239.58

1/ 100 = 1% |

12 39ms 1/ 100 = 1% 0/ 100 = 0% www-vip.telhc.bbc.co.uk [212.58.251.195]



Trace complete.

Downstream Channel
The data shown in the table below provides information about the signal coming from the network to your cable modem.

Downstream Status
Operational

Channel ID
27

Downstream Frequency
315000000 Hz

Modulation
64QAM

Bit Rate
20480000 bits/sec

Power Level
-9.1 dBmV

Signal to Noise Ratio
35.9 dB

Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.

Upstream Status
Operational

Channel ID
1

Upstream Frequency
37500000 Hz

Modulation
16QAM

Symbol Rate
768000 bits/sec

Power Level
48.3 dBmV


Time Level Description
Tue Dec 29 12:31:36 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 12:31:27 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 12:31:22 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 12:30:50 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 11:55:07 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Tue Dec 29 11:52:51 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 11:36:30 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 11:36:20 2009 Critical (3) No Ranging Response received - T3 time-out
Tue Dec 29 11:36:17 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 11:35:44 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 10:17:17 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Tue Dec 29 10:16:33 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 10:13:39 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Tue Dec 29 10:13:15 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 09:42:19 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 09:42:11 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 09:41:39 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 05:41:24 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 05:41:16 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 05:40:43 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 01:03:07 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 01:03:00 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 01:02:27 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Dec 29 00:02:41 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 29 00:02:41 2009 Critical (3) DHCP FAILED - Request sent, No response
Tue Dec 29 00:02:29 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Dec 29 00:01:57 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 23:48:28 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 23:48:21 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Dec 28 23:47:48 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Dec 28 21:57:12 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Dec 28 21:57:04 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

i have been on the phone over 20 time,s this problem has been ongoing for
over 3 weeks
i called today and booked a date to be disconnected
i rely on a stable connection for my work and as i mentioned there unwilling or unable to resolve the problem , i even posted this information on virgins very own tec support forum , Only to be told they don not monitor the fourm and that this is the place to post ...
As my contract is over 10yrs old and im well out of contract im off
i figure there just playing for time and i have today served a subject acsess request for all my information by recorded post and postal order for the £10 fee , i am going to action a legal claim
Im furious in fact livid , can any one advise a reliable provider or a was of getting myself heard by someone at vermin that Will help ...
the call centers fob me off with a eta for fix that never comes around
its a constant battle ...With me getting more and more peed !!
I recall my installation being a joke 3 vans 5 tecs and a supervisor with and i joke not every box on the 3 vans being in my lounge and a pile of boxes being nr 6 foot tall as the could not get the tv to work correctly
even now my on demand is so slow its unusable and freezes up
i have never had full dl speeds EVER !!
and despite my complaints over the yrs i just get told its oversubscribed and thats the best they can offer !!
Im sure this is not true ,
A last note IF anyone from virgin actually reads this
You may head off some legal action if you can assist me resolving this problem ( however i hold the same hope of winning the lottery )
outraged , cured , unhappy , aggrieved , frustrated , and on a mission
i will not let this drop ...

[Digital Fanatic]

Hi and :welcome: to the forum.

You may be better posting on our newsgroups where 2nd line support can check this out for you.

Click Me for Newsgroups! (http://www.virginmedia.com/myvirginmedia/newsgroups/)

the one you need is virginmedia.support.broadband.cable

HTH

[Ignitionnet]

You have no grounds for legal action beyond a refund of subscription charges while the service was unacceptable so I wouldn't bother wasting your time there it will just cost you money and time. Regardless of whether or not you rely on this stable connection for work you are using a residential service with no guarantee. If you need a stable connection for work you should be using a business service. One cannot sue an ISP over their service working below par.

You've cancelled your services, ask for a refund of subscription charges paid since you reported the fault and get on with your life.

If you follow the above and post on the support newsgroups may I suggest not simply copy/pasting the rant above but rewriting it a little bit with a slightly less antagonistic tone? You obviously aren't cancelling your services if you are so desperate for VM to fix them and as above you have absolutely no grounds for legal action, it's also rather hard to read due to the lack of appropriate punctuation. VM support guys are only human and will tend to work harder on your behalf when not being threatened, patronised and ranted at.

Take a deep breath... if it ends up being oversubscription as you've already been told there's not a massive amount they can do and no point in taking it out on them, all they can do is make your case and check on progress they can't force it to be fixed any earlier.

[Digital Fanatic]

You have no grounds for legal action beyond a refund of subscription charges while the service was unacceptable so I wouldn't bother wasting your time there it will just cost you money and time. Regardless of whether or not you rely on this stable connection for work you are using a residential service with no guarantee. If you need a stable connection for work you should be using a business service. One cannot sue an ISP over their service working below par.

You've cancelled your services, ask for a refund of subscription charges paid since you reported the fault and get on with your life.

If you follow the above and post on the support newsgroups may I suggest not simply copy/pasting the rant above but rewriting it a little bit with a slightly less antagonistic tone? You obviously aren't cancelling your services if you are so desperate for VM to fix them and as above you have absolutely no grounds for legal action, it's also rather hard to read due to the lack of appropriate punctuation. VM support guys are only human and will tend to work harder on your behalf when not being threatened, patronised and ranted at.
Take a deep breath... if it ends up being oversubscription as you've already been told there's not a massive amount they can do and no point in taking it out on them, all they can do is make your case and check on progress they can't force it to be fixed any earlier.

Yes, well said. Do remove the threats before posting on the newsgroups. The guys are very helpful and people tend to be extra helpful if you are polite ;)

[caph]

Expertms, I would also advise using the newsgroup and staying well clear of the Indian telephone support. You will get a much more honest and informative appraisal of your problem.

One thing I don't quite understand is that your 13ms and 14ms pings times in your post are fantastic. The 13Mb speed is, to be honest, not that bad for a temporary dip in a 20Mb connection and the 19Mb speed is practically at maximum. The 0.68Mb upload in both tests is practically at maximum also. If your ping times and speeds are fine, then I'm assuming that your only problem is packet loss. Is that right?

One final thing, if you still don't get any joy getting this sorted then there is an OFCOM representative body for internet connections called CISAS. It handles adjudication of problems that have been unresolved for over 3 months. It costs nothing to register your complaint and it will be acted upon by Virgin Media's CEO's office within a few weeks. You can lodge a complaint and specify an amount of compensation that you feel you are entitled to.

I was forced down that road several months back and I got the full amount of compensation and special dispensation to be moved to a non-oversubscribed UBR.

I'm not saying that it will definitely work for you but it's got to be worth a shot before exploring other more costly avenues.

[expertms]

Expertms, I would also advise using the newsgroup and staying well clear of the Indian telephone support. You will get a much more honest and informative appraisal of your problem.

One thing I don't quite understand is that your 13ms and 14ms pings times in your post are fantastic. The 13Mb speed is, to be honest, not that bad for a temporary dip in a 20Mb connection and the 19Mb speed is practically at maximum. The 0.68Mb upload in both tests is practically at maximum also. If your ping times and speeds are fine, then I'm assuming that your only problem is packet loss. Is that right?

One final thing, if you still don't get any joy getting this sorted then there is an OFCOM representative body for internet connections called CISAS. It handles adjudication of problems that have been unresolved for over 3 months. It costs nothing to register your complaint and it will be acted upon by Virgin Media's CEO's office within a few weeks. You can lodge a complaint and specify an amount of compensation that you feel you are entitled to.

I was forced down that road several months back and I got the full amount of compensation and special dispensation to be moved to a non-oversubscribed UBR.

I'm not saying that it will definitely work for you but it's got to be worth a shot before exploring other more costly avenues.

Thank you kindly a most informative and constructive post appreciated ..

I dont think my frustration is prominent enough ( I AM LIVID !!)

i will not be bated in to a argument i will say this !!!
i have plenty of grounds for legal action trust me thats one thing i do know about ...
I have been with virgin for 10yrs plus a subject access request will reveal
many billing errors as over the yrs my billing has been incorrect many many times , I have only ever sighed one contract and that was over 10yrs ago and i still have it ! its has many open legal doors
And if i put in a inflated claim they will feel aggrieved And contest .
So dragging virgin in to county court @ this very moment sounds good to me i am fairly sure it would be costly for them and whist its no compensation for the hours on the phone , time ive spent farting around with the network in my home thinking that was @ fault , false information i have been told , etc etc .I Am fairly sure it will emphasize my position and a highly disgruntled customer ...



On the point of my connection speeds there just from one period in time and i can assure you there on a good day today my connection has dropped out a good 10-15 times that i have noticed whist just surfing ...
and i have not been on constantly ..

Lastly i have been reporting faults for yrs on and off i was told the area is oversubscribed and thats the best i can get and then it would miraculously clear up for a while i can not see em handing back my cash lets face it tbh
in the 20 times i called up about this in the past 3-4 weeks i spoke to just 2 informed and polite customer service or tec support guys
the rest in my view / opinion a wast of my time !!

[Ignitionnet]

As you appear convinced that you have a legal case knock yourself out. It will be interesting to see how someone can claim lost monies on a residential service, especially given that there is no concept of 'punitive' damages on the small claims system so each loss has to be clearly demonstrated as a financial loss so please do keep us informed. That you seem to think you can just pick a figure out of the air:

And if i put in a inflated claim they will feel aggrieved And contest .

Speaks volumes for that 'one thing you know about'. You have to be able to clearly demonstrate financial loss to claim in court. Try putting in an inflated claim it won't even get to court it will be thrown out as frivolous.

Reading Comsumer Action Group does not a legal expert make. You have quite a steep hill ahead of you.

There is one simple question which has to be asked though.

If you services has been so bad for years why haven't you taken your business elsewhere, and following on from this why didn't you ask for service credits at the time?

There seem to be some masochistic tendencies from people to come on forums like this one and whine about how bad VM are for months on end while showing no interest in taking their business elsewhere. It makes no sense at all to me. I had a bad experience from a supplier and a week later I was gone, simple as. The times I've had problems with VM the only reason that I remained a customer was that they were clear about what the faults were and when they would be resolved.

Anyway here (https://www.moneyclaim.gov.uk) is the website for your claim. Someone pass the popcorn.

[jamiefrost]

I don't think the original contract means much anymore Virgins T&Cs have been updated numerous times, and I don't think you have to sign anything to make them valid. Continued use of service is seen as acceptance.

Not sure why you aren't on a business connection which have defined SLAs.

I agree that Vigin need to sort the connection out but I don't see you getting very far with a court case.

If thats the best service virgin can supply you I can't see waht else you can do accept the quality of service or end the contract.

JJ

[Digital Fanatic]

Thank you kindly a most informative and constructive post appreciated ..

I dont think my frustration is prominent enough ( I AM LIVID !!)

i will not be bated in to a argument i will say this !!!
i have plenty of grounds for legal action trust me thats one thing i do know about ...
I have been with virgin for 10yrs plus a subject access request will reveal
many billing errors as over the yrs my billing has been incorrect many many times , I have only ever sighed one contract and that was over 10yrs ago and i still have it ! its has many open legal doors
And if i put in a inflated claim they will feel aggrieved And contest .
So dragging virgin in to county court @ this very moment sounds good to me i am fairly sure it would be costly for them and whist its no compensation for the hours on the phone , time ive spent farting around with the network in my home thinking that was @ fault , false information i have been told , etc etc .I Am fairly sure it will emphasize my position and a highly disgruntled customer ...



On the point of my connection speeds there just from one period in time and i can assure you there on a good day today my connection has dropped out a good 10-15 times that i have noticed whist just surfing ...
and i have not been on constantly ..

Lastly i have been reporting faults for yrs on and off i was told the area is oversubscribed and thats the best i can get and then it would miraculously clear up for a while i can not see em handing back my cash lets face it tbh
in the 20 times i called up about this in the past 3-4 weeks i spoke to just 2 informed and polite customer service or tec support guys
the rest in my view / opinion a wast of my time !!

OK... what do you hope to achieve by posting on here? Do you want help or are you just venting?

I have advised you to post on our 2nd line Support Newsgroups, but you haven't said if you have done this yet?

[Peter_]

I think that you will find that Virgins very expensive legal team will have you over a barrel in no time, especially if you have been using a residential connection for business.

If you want to carry a business on a home internet connection you should use a business solution such as Virgins own Business ISP (http://www.ntltelewestbusiness.co.uk/)

[expertms]

As you appear convinced that you have a legal case knock yourself out. It will be interesting to see how someone can claim lost monies on a residential service, especially given that there is no concept of 'punitive' damages on the small claims system so each loss has to be clearly demonstrated as a financial loss so please do keep us informed. That you seem to think you can just pick a figure out of the air:



Speaks volumes for that 'one thing you know about'. You have to be able to clearly demonstrate financial loss to claim in court. Try putting in an inflated claim it won't even get to court it will be thrown out as frivolous.

Reading Comsumer Action Group does not a legal expert make. You have quite a steep hill ahead of you.

There is one simple question which has to be asked though.

If you services has been so bad for years why haven't you taken your business elsewhere, and following on from this why didn't you ask for service credits at the time?

There seem to be some masochistic tendencies from people to come on forums like this one and whine about how bad VM are for months on end while showing no interest in taking their business elsewhere. It makes no sense at all to me. I had a bad experience from a supplier and a week later I was gone, simple as. The times I've had problems with VM the only reason that I remained a customer was that they were clear about what the faults were and when they would be resolved.

Anyway here (https://www.moneyclaim.gov.uk) is the website for your claim. Someone pass the popcorn.

This is my last response to you on this matter as you offered no help and are obviously trying to bait me !!
Where did i mention "punitive" i did not did i ?
What i did say is i can prove Many billing errors over the yrs , Ones in the past that i let slip as its often to difficult and time consuming to phone 150 and get put through to some (Again my opinion) Outright obstructive fools .
Not all of them mind just the majority ;)

Seemingly trained to impede any progress to appease aggrieved customers ..
I Guess as you So clearly demonstrate its less difficult to frustrate people in to submission than actually assist them ..
I am not alone in this opinion as i can clearly see reading this very forum ..
Additionally I would hazard a guess that the customer service agents have clearly defined and strict criteria in the event of having to refund a customer
i bet the aforementioned refunds are akin to hens teeth !!
If i ask for a refund for every single error that i can demonstrate to be an error add interest and all associated costs i do sincerely hope that virgin feel aggrieved and offer a defense Hopefully as i said resulting in a appearance in court ...
Given the fact i will be able to provide this information and I am going to make a compleate nuisance of myself with virgins Data protection office, Relating the data i request and receive under the subject access request
They will be more than aware of my intentions ..

Ref your quip @ my yrs of bad service comment well i guess that is only explained in a lengthy response but to surmise
There poor and there where only poor alternatives ( i now have a choice )
Also the fact it takes a long time a bit of effort to actually leave vermin
At least 30 days and some cost to connect to new provider

If it where as simple as flicking a switch i would have been gone years ago
maybe i have been complacent but the "saying enough is enough"
bares down heavy on my experiences with them and now im gona bite back

thx kindly for your imput it serves to spur me on :)but i do have better things to do than get in to an argument

This is helpful

"One final thing, if you still don't get any joy getting this sorted then there is an OFCOM representative body for internet connections called CISAS. It handles adjudication of problems that have been unresolved for over 3 months. It costs nothing to register your complaint and it will be acted upon by Virgin Media's CEO's office within a few weeks. You can lodge a complaint and specify an amount of compensation that you feel you are entitled to."

And yeah im venting a little as i was told by a level 2 tec some vm staff frequent the site ! it would be nice for them to see how pee,d i am
Do not worry yourselves about my legal action i am sure i can collate a claim surfactant enough to satisfy a county court judge
I clearly dont make myself clear enough its all about inconvenience i will a make a nuisance of myself and get noticed
im not actually after winning cash from virgin , Just simply fed up with being given poor service , the spearhead of this the % of crappy customer service agents , I willingly say not all of them just from my experience the majority (there are the odd few good ones )
Its the likes of the caph,s post that sticks im teeth
Why should he have had to make a formal complaint to CISAS to get his problem fixed when virgin obviously could have fixed the issue when he raised it with them not because they had to !!!

[Ignitionnet]

As I said knock yourself out. As far as costs and time for switching go I would imagine you can easily get a BT line installed even if you didn't have one to begin with or can get reconnected for free if one was previously active within a week or two at most and can get DSL on that line again within a week or so, well within the month's notice that you supply to Virgin. BT have run ongoing free new lines offers also, Sky are also doing similar I believe so cost shouldn't really be an issue.

[Sephiroth]

Your variation in downstream power between -7.1 dBmv and -9.1 dBmv is the key piece of evidence to go along with your facts about the service.

These power values alone could be the cause of the problem and if you have a TV problem too, then the network team can fix it. Just keep it calm on the Newsgroup as advised and don't mention the (war) legal stuff or they'll clam up for legal reasons.

[squealy]

Additionally I would hazard a guess that the customer service agents have clearly defined and strict criteria in the event of having to refund a customer
i bet the aforementioned refunds are akin to hens teeth !!

Not in my experience to be honest. VM were falling over themselves offering me refunds when they managed to screw up the broadcasts of the first four Prem Plus games a few seasons back. In fact I think I ended up in profit or at least watching the remaining 46 games for free.

Mind, I might be an isolated case.

[jamiefrost]

Just what are you expecting to get from the court? I don't see how they can force Virgin to fix your broadband

JJ

[expertms]

Just what are you expecting to get from the court? I don't see how they can force Virgin to fix your broadband

JJ
I dont care @ this point about my internet connection i have booked to be disconnected on the 28th !!! My intent it to make a inconvenience of myself to VIRGIN by whatever means possible , As feel they just ignored me time and time again , I cant tell you how many tec,s where booked and canceled due to a never ending network faults
The 1st point customer support just lie and contradict each other to get you off the phone and do Nothing to help you get a resolution
Ive had it with being fed poo and ignored by them !!
I may be one chap but i will be heard :mad:

[Digital Fanatic]

OK, so you don't want any help, you just want to vent... good luck. Bye.

[Stuart]

This is my last response to you on this matter as you offered no help and are obviously trying to bait me !!
Where did i mention "punitive" i did not did i ?



You said about putting in an over inflated claim. Seeing as the law allows you to claim costs (unless compensation is offered), then your going for an over inflated claim could be interpreted as asking for punitive damages.

[Tech_Boy]

I may be one chap but i will be heard :mad:
Pardon....... :nutter:

[Peter_]

https://www.cableforum.co.uk/images/local/2009/12/12.jpg

[Paul]

This is my last response to you on this matter as you offered no help and are obviously trying to bait me !!

It will also be the last response you get from anyone on this site if you continue in your current manner. From reading this thread it seems clear you have not come here for help at all, but simply to rant about VM.

Its also clear you have about as much chance of winning a legal case as you have of winning the lottery. I wonder if you know how many people have come here over the years boasting about how they are going to take VM / NTL / Whoever to the cleaners - instead of following the advice given here.

To the best of my knowledge, none has suceeded. Still, Good luck in your case, you will need it (do let us know the result).

If you want help, change the attitude, and ask. If you just want to rant at VM and the VM staff here, then its probably best if you leave. :)