Comments on: Virgin Media to give customers a free speed upgrade

By: Jim Bot

Jim Bot — Sat, 04 Oct 2008 13:40:47 +0000

Sonce the changed to “Virgin Media” the sevice has been terrible, the customer support EVEN worse. It takes hours to get througha nd the staff don’t know what they’re talking about.
Soince the recent speed “upgrade” my service has stopped working.
5 days, hours and hours on the phone, a new router - still no internet service. I’m on a friends computer now to check my mail.
I would recommend NO ONE use this ISP.

By: Froggy

Froggy — Wed, 10 Sep 2008 12:32:07 +0000

I’ve been on VM XL top package (20Mb) since moving over from Telewest howevermany years ago that was. I’ve always been pretty happy with it, but the other day I checked the actual speed.. I was only getting 7Mb. So I thought a quick call would be interesting.. it was, I was told that my cable modem was old and that it wouldnt support the speeds I’ve been paying for, so they would send me a new modem. Hang on I thought. I’ve been paying £37+VAT every month for 20Mb, now they say I have an old modem that wont supprt it! They said, call up when you activate it and you will be due a refund.

So, my modem turned up today and installed ok, then spent 45 minutes on the phone with 7 different people trying to get a refund. (clearly they make it as hard as possible) In the end all they could offer me was £30 “its the most I can do”. Not much compensation when I may as well have been paying for a 10Mb connection at £25 per month. Basically I’ve been ripped off for £12 (+vat) every month for the last few years. I reckon thats worth a few hundred quid by now.

Argh - it makes me sick… I’ll now have to write and complain and contact the IPSA. what a rip off.

By: Wobblz

Wobblz — Sat, 30 Aug 2008 18:36:29 +0000

I’m not 2 miles from the so-called server. I’m right next to the cable box. I used to have 4mb cable broadband from Virgin. I reduced it to 2mb because even with 4mb my speeds were as little as 60kbs. I complained and complained, and……….complained to Virgin Murdia sorry Media. I found out that all the so-called help service staff are recruited only if they’re deaf.. Seems to them that “I’m lucky to have a service at all” and to stop moaning cos they’ve got better things to do..
Telewest was a 1mb service and I was alloted a free 2mb service. Soon as VM took over. I lost the free meg and had to pay for it. New customer pay a portion of what I’m paying. Can I have the same deal (NO) And am now still paying for something that I’m not getting. There must be some sort of law against this robbery by day and night. My speed is capped by as much as three quarters and given to everybody else at any time during 24hrs but me (within minutes of reaching about 2oomb downloaded). I’m a very small user and very rarely download more 1gb in a month. Just the odd email and so-forth. They are theives and it needs stopping. I’m moving on only when I get some sort of recognition for being a casualty in all the rubbish they fobb us off with. If we were short changed by either product or money in the high street, the retailer involved would be outlawed by the buyer and it would resolve itself. There’s nothing better than gossip to make the sellers feel the pinch.
SO! Why isn’t anyone listening to us, the Broadband users, who get shortchanged and robbed everytime we switch on? Is anyone actualy listening to our cries, or are we just wasting forum space?
I thought I’d feel better after all that! I’m still raging… So much for getting off your chest.
Wobblz
I hope everyone out there gets there money back. And I really mean it…

By: che

che — Fri, 01 Aug 2008 19:15:03 +0000

fact virgin media offers unlimited yes unlimited downloads, but yes it is speed capped if you download stupid amounts but for 5hrs then it goes back to normal speed. jeez get real no isp offers the full advertised speed, you have websites with busy servers, you have copper phone cables if in a non cabled area, odd concept guys phone lines meant for voice calls not high speed internet, it’s like asking a reliant robin car to go faster than a bugatti veron (imagine delboy if it did) (perfick)

By: mark maccormick

mark maccormick — Fri, 13 Jun 2008 20:54:07 +0000

i have the exact same problem as all of you and i am absolutely outraged by the service from virgin media. Take today for example i havent even downloaded a thing allday nor has anyone else, yet i get in from work and my 4mb connection according to “www.speedtest.bbmax.co.uk” has been lowered to 1mb. i remember the last time i rung up i get some git telling me to go up an down the stairs turning the set top box on and off, run this, run that didnt have a clue, when i told em the speed i was receiving she simply replied with “thats a fast enough speed for downloading” so i replied ” i pay for ******* 4mb not 1mb for me and 3mb for the local neighbourhood, this is not the good service i was promised by the beady eyed sales assistant this is bull****!

By: David

David — Thu, 29 May 2008 16:39:08 +0000

Neil Berkett want’s to get of his backside and mend his servers, I spent a month trying to fathom very slow outgoing emails I ended up dropping 2 complaints at IPSA http://www.ispa.org.uk/cgi-bin/complaints.cgi after several phone calls and several on line complaint forms got me nowhere.

Don’t lose your temper folks, complain once, write once keep a copy and send recorded mail… then fill a on-line form in above, you are bound to get results.

One engineer said congestion (happened all times of day and in the wee small hours)I’m not that dumb to ask why is downloading Emails not being affected, another said theres no fault it goes on and on.

An engineer came today and said it was Virgins fault and learned from Virgins CEO it’s going to be like this until Mid July.

Blueyonder was bad but Virgin is a damn site worse..! Sending a letter ‘a’ can take a few minutes to go…. and my modems upstream power is ok..!

More new customers only pay £4.50/M a lot more than I’m paying.. but why did Virgin let it come like this? I am now thinging on going over to BT.

Oh, and no mention on Virgins Staus page…!

David
Leigh, Lancs

By: murkle

murkle — Sat, 10 May 2008 22:42:46 +0000

HAHAHAHA XD

Spraying cables with WD-40!!!

LOOOOOOOOOOOOOOOOOOL

By: john

john — Fri, 02 May 2008 11:28:01 +0000

Mixtrixx

I very much strongly disagree with you there.
Ever since VM Merged with NTL & Telewest, it’s been nothing but Slow, and I’ve never personally experienced so many “Loss of Service” issues in 8 yrs of being a Customer with then “Telewest”.
However, I would say I am quite a “Heavy User”, and probably one of few who suffer Speed Capping between peak usage hours in order for other customers to experience the same quality of Internet Reliability & Speed as everyone else. So why impose Prices on Packages if people are classed as Downloading more then their fare share? As I pay £25 a month for 4MB Broadband, only to be capped at downloading upto 1MB between 4pm & 12am if I were to download more then 750MB within those hours!!
After all those on 2MB Broadband are (or were) clearly told on VM’s Packages page, that 2MB is Ideal for Customer who just occasionally check Email & Surf the Web, where as 4MB Package is ideal for customers wishing to download Videos, and a Few Thousand MP3’s, but yet 4MB Customers are made to suffer, so that 2mb customers can enjoy surfing the net without waiting for pages to load!!!. Sounds like VM are too tight in Upgrading the Networks to handle the old & new customers it’s getting to me.

couldent have said it better myself i have the exact same package and same problem.. never had this issue with telewest where as downloading unlimited meant just that.. not getting capped after downloading 750mb which can be done within an hour os less .
when you phone virgin media customer service you get put through to a different country who dont understand what you mean and just give you the run around saying all sorts as quickly as possible so they can move on to next customer , and when you do finally get someone that understands you they tell you that they dont cap it is indeed a fair use policy but im the one thats paying for a 4mb line when infact im getting 2mb after 750mb downloaded . totally unfair and unjust
very angry virgin media customer if i could find a diff cable company in my area i wouldent hesitate in moving custom.. end of rant

By: tomrca

tomrca — Thu, 01 May 2008 08:05:23 +0000

no provider would consider giving any refund in your circumstances. the sevices you required were there to be used, had they broken down and failed to be fixed after reporting them as broken, then i would say yes.

By: newsgenie

newsgenie — Mon, 21 Apr 2008 09:22:28 +0000

I don’t think you’d be able to get anything off your provider I’m afraid. As you signed up for the full 18-months rather than on a pay-as-you-go basis I don’t think they’d be very willing.