Quote:
Originally Posted by hopester
Customer Concern
Virgin Media
Matrix Court
Llansamlet
Swansea
SA7 9BB
They actually reply as well (well they did in my case within 4 days). Got 3 months XL at half price due to oversubscription in my area as its not planned to be fixed until April.
hopester
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i live in Swansea and they have told me about over subscription BUT!!....
I have been told first off that the network is due to be upgraded by end of March.... Then today i was told the server i was on wasnt on the planned upgrade so they have to make arrangements to get that upgraded where and when they dont know.
I was getting 3.8mb on 20mb and downloads of 210k and was told its best to downgrade, i downgraded to 4mb and now im getting 2.7mb and downloads of 112k its really bad
---------- Post added at 22:47 ---------- Previous post was at 22:03 ----------
Letter i just wrote...
Dear Sir/Madam,
I am writing this letter to complain about the appalling service that I have been getting from your internet service since the end of November 2007.
The problem as I have stated started at the end of November last year, I was on the 20mb broadband and I was getting very slow connection speeds as well as page timeouts and tediously slow download speeds, as low as 110kb/s even on the websites the Virgin media technicians told me to try and said I should be getting above 2mb/s downloads. I contacted and spoke twice to broadband support and didn’t get any satisfaction with them and I then put in a complaint with the ISPA and I was contacted by a staff member at the head office and after a few days he informed me that there was over subscription on the network and network relief was due for December 11th and this should solve the problem. I then had a technician out and he changed my modem because I was getting complete signal loss and from around December the 12th until January 13th my service returned to normal. On Sunday the 13th I started once again to get page time outs and loss of service for sometimes upto an hour at a time, also my connection speed which should have been close to 20mb was usually 3.8mb at all times but getting lower to around 1.1mb in the early hours of some mornings. I again contacted technical support and again got nowhere and again I contacted the ISPA and once again was contacted by the same staff member and I was told that there was no over subscription in my area and would hand the fault over to the network engineers. He informed me that it would be best to lower my package to 4mb but also advised me if I was to do this I would lose the special price I was getting it for saving me £12 a month and I said that I thought that was unfair seeing that the problem isn’t with me and I said that I am very disappointed with the level of service i’m getting and if Virgin Media cant supply me with the service that I require I will have no other alternative than to look elsewhere, at which point he became very annoyed and basically told me that if the technicians couldn’t sort it ALL of my services would be cancelled at the CEO level, I then asked if I would be contacted before services are cancelled and he ignored my question said he was going to contact the network technicians and basically said goodbye and that was the last time that I spoke to him.
The following day another gentleman contacted me from the offices which you are based which I don’t have a name and he spoke to me and he told me that there was no over subscription on any of the servers in my area and a technician would have to call once again, I explained that a technician had called and couldn’t find a problem and he said that they would have to check the wiring. The Technician called out on Friday 25th and said all my wiring and signal was fine but couldn’t get over why my internet was so slow, he was a witness to the fact that I was getting below 4mb only and he said that he would have to pass it onto the network guys and I would be contacted.
On the morning of the 28th I was contacted by a gentleman that stated there is over subscription in my area and network relief isn’t due to be done until end of March which I think is totally out of order if I have to wait for so long to get a decent service. Then when I was out I was contacted again by another engineer to say that the server in which I am wasn’t due for upgrade in the time that he said the servers were going to be upgraded and now has to get permission for the server to get relief and didn’t tell me where or when, and to be honest i’m getting rather annoyed by being lied to and told one thing after another and then them changing the story to something completely different.
What I basically want to know is, when am I going to be returned to a decent level of service for my broadband which I can reliably download at the 4mb speeds not under the 100k which I am currently getting, also when is the network relief going to be done, why did I have to forfeit the special price I was paying when I downgraded even though it was your fault and also what kind of compensation am I going to be getting for such a total unreliable service which I have paid good money to get a reliable and fast service.