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Virgin Media Not Playing Fair With Existing Customers!
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Old 11-05-2012, 10:35   #1
Intasun32
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Virgin Media Not Playing Fair With Existing Customers!

Virgin Media have recently renamed and increased the speeds of all their Broadband packages. They are now called, Up To 30mb, 60mb & 100mb instead of 'L', 'XL' & 'XXL'.

I am on the 'L' package with a speed of up to 10mb at a cost of £22.50 a month, the new low end package on offer is 30mb and also costs £22.50. I recently received a letter informing me that VM were going to double my speed to 20mb, that's very nice but new customers paying the same £22.50 are getting 30mb.

I have e-mailed VM three times asking why I am only receiving 20mb and received three answers all different and nothing to do with the questions I have asked. I foolishly called C/S and the advisor had no idea what I was asking about, don't you just love these overseas call centres?

I have checked and there is no technical reasons as to why I should not receive a speed of 30mb as I have the new SuperHub . As a new customer I have been offered the faster speed so why not as an ex NTL, now VM customer of 12 years?

What's going on?
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Old 11-05-2012, 10:47   #2
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Re: Virgin Media Not Playing Fair With Existing Customers!

ring retentions they will give you 30mbit.
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Old 11-05-2012, 10:55   #3
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Re: Virgin Media Not Playing Fair With Existing Customers!

Thanks for the advice.

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Old 11-05-2012, 11:08   #4
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by Chrysalis View Post
ring retentions they will give you 30mbit.
Retentions were rubbish the three times I called them about this exact same question. Ended up agreeing to 60Mb.
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Old 11-05-2012, 11:20   #5
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Re: Virgin Media Not Playing Fair With Existing Customers!

Are they charging you extra for 60? Given what you've said, I'd be mightily peeved if they are, unless you did want the extra upgrade.
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Old 11-05-2012, 12:34   #6
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Re: Virgin Media Not Playing Fair With Existing Customers!

I rang retentions last week and got offered 30 no problem with a superhub being installed next week

I think it really depends on the person you speak to
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Old 11-05-2012, 13:06   #7
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Re: Virgin Media Not Playing Fair With Existing Customers!

Most customers on L don't have a SuperHub, therefore mass uplift can only do a change to 20Mbit. If they put everyone on L onto 30Mbit, then those who didn't have a SuperHub would lose internet access

However, if you move onto the Essential Collection you get 30Mbit, and I'm sure as the upgrades happen there will be ways for those on L 20 to go up to L 30
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Old 11-05-2012, 13:43   #8
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by BenMcr View Post
If they put everyone on L onto 30Mbit, then those who didn't have a SuperHub would lose internet access
@BenMcr,

That's not what I was given to believe, I understood that older modems would just max out at whatever the speed modem could give. They would not lose internet access.

When they increased the speed from 2mb to 10mb the modems at that time were far lower spec than is in use now and there was no problem. Off the subject a bit but there is word that VM have under estimated the volume of new customers which has resulted in the many problems experienced after the increase in speed to SuperHub users. You only have to read the VM web site forum, as well as other forums to see all is not well.

Sky shot itself in the foot when it first ventured into BB, as I experienced. Too many customers, maybe because to many it was free, the system just could not take the strain. It was not even possible to open the Sky page to register. (I lasted 4 days and it took 13 months to get the marker removed from my line.) Consumers have long memories.

Re your suggestion, why should I have to move to the more expensive and unwanted package ''Essential Collection'' to get what others are getting for the same price as I am paying? If VM cannot supply 30mb to all customers on the base product then I fail to see how they can charge the full price of £22.50. If we both went into a shop and both bought a packet of the same biscuits for £1 and your packet had 1/3 less than mine would you not complain and ask why?



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Old 11-05-2012, 13:47   #9
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by Intasun32 View Post
@BenMcr,

That's not what I was given to believe, I understood that older modems would just max out at whatever the speed modem could give. They would not lose internet access.

When they increased the speed from 2mb to 10mb the modems at that time were far lower spec than is in use now and there was no problem. Off the subject a bit but there is word that VM have under estimated the volume of new customers which has resulted in the many problems experienced after the increase in speed to SuperHub users. You only have to read the VM web site forum, as well as other forums to see all is not well.
The configs for 30mbit+ tell the modem to lock onto the docsis3 network, which the old modems cant do
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Old 11-05-2012, 13:57   #10
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by Intasun32 View Post
Re your suggestion, why should I have to move to the more expensive and unwanted package ''Essential Collection'' to get what others are getting for the same price as I am paying? If VM cannot supply 30mb to all customers on the base product then I fail to see how they can charge the full price of £22.50. If we both went into a shop and both bought a packet of the same biscuits for £1 and your packet had 1/3 less than mine would you not complain and ask why?
I meant that is one way to get L 30, as everyone gets the current advertised speed when they move onto a Collection.

In regards to your case, again L 30 is a different tier to the one you are on. It may cost the same, but it's not the same product. So as I also said, I'm sure there will be other options for people to move up to L 30 as the upgrades progress.
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Old 11-05-2012, 13:59   #11
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by keithscott2001 View Post
I rang retentions last week and got offered 30 no problem with a superhub being installed next week.
Same here, but I got mine the same week

Quote:
I think it really depends on the person you speak to
I've never had any problems.

---------- Post added at 13:59 ---------- Previous post was at 13:58 ----------

Quote:
Originally Posted by BenMcr View Post
Most customers on L don't have a SuperHub, therefore mass uplift can only do a change to 20Mbit. If they put everyone on L onto 30Mbit, then those who didn't have a SuperHub would lose internet access.
Quote:
Originally Posted by Intasun32 View Post
That's not what I was given to believe, I understood that older modems would just max out at whatever the speed modem could give. They would not lose internet access.
I can confirm this. I was also told that I would lose 'net access on the day they switched me to 30mb if I didn't install the superhub. I didn't.
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Old 11-05-2012, 14:05   #12
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by carlwaring View Post
I was also told that I would lose 'net access on the day they switched me to 30mb if I didn't install the superhub. I didn't.
That was wrong. Due to the way the order is processed, the 30Mbit config change doesn't happen until you install the SuperHub

---------- Post added at 14:05 ---------- Previous post was at 14:03 ----------

However if the mass uplift sent the configs immediately - it would knock off existing kit
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Old 11-05-2012, 14:06   #13
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by craigj2k12 View Post
The configs for 30mbit+ tell the modem to lock onto the docsis3 network, which the old modems cant do
That's because of VM's specific setup though, not a limitation of the device or standards itself.

Don't forget the thousands of 10/20mb users on old modems running off a single channel on the new network.
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Old 11-05-2012, 14:13   #14
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by qasdfdsaq View Post
That's because of VM's specific setup though, not a limitation of the device or standards itself.

Don't forget the thousands of 10/20mb users on old modems running off a single channel on the new network.
AFAIK the OP is on Virgin Media
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Old 11-05-2012, 15:11   #15
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Re: Virgin Media Not Playing Fair With Existing Customers!

Quote:
Originally Posted by carlwaring View Post
I can confirm this. I was also told that I would lose 'net access on the day they switched me to 30mb if I didn't install the superhub. I didn't.
@Carlwaring,

Thank you for confirming what I had been told.

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