Tech Support

Can anyone tell me what times Virgin Media Tech Support opens and closes.

Im having major problems at the moment with my connection being really slow, its been getting gradually slower and slower and my modem is resetting on average twice a day.

http://www.thinkbroadband.com/speedtest/results/id/119681593641812522494.html

This is what im getting, and for a few days its not gone above 2mb

Don't both calling Technical Support (25p/min rip off) as all they'll do is tell you to switch off your modem for a couple of minutes then switch it back on, which you've probably done already. And in any case, you are clearly connected OK, it's either a network problem, or simply congestion.

Unfortunately, it's not possible to report a fault with the cable network unless you're prepared to spend a significant amount of money on phone calls. Some people will tell you VM refund the cost if it's shown to be them at fault, but exactly how often do they admit that?

I suggest switching to a different provider. If you do so, be sure to tell VM why you are leaving.

well i had a call from them earlier after filing in the report on the ISPA Site and i have an enginner calling tomorrow, he claims that the problem is either down to the modem or to the wiring somewhere.

He asked me to do tests on speedtest.net via the London server and i was getting between 689kb/s to a maximum of 1879kb/s and he went to say well our product is UPTO 20mb until i cut him off and said its no where in the region of 20mb and im sure that trading standards and ofcom would agree with me on that.

If the connection isnt sorted by the time the engineer leaves tomorrow i will be ringing them and cancelling ALL of my services.

Hi ,

Lets hope it fixes it Jim, i was in the same boat a few weeks back (apart from the modem resetting) with [censored] poor speeds 24/7.

But the last few weeks the service has been spot on, although i'm not celerbrating just yet.

Either they resegmented my area ( added more UBRs ) which i havent noticed or people are either leaving , downgrading or just not using the service.

bs0d.

well i just had a phone call back 2 say that they have found a problem with the network in the area and it will be sorted by Dec 11th.

They are adding more speed restrictions not only on Swansea but across the entire network, if u upload more than 1.25GB in peak times ur connection is reduced for 5hrs.

to be honest although i know my stuff about hardware in computers, networking etc im not so good at.

Glad to hear it may be sorted out. Now they've admitted it is a fault at their end, do call customer services (on the free number given elsewhere in the forum) and ask for the cost of the premium rate call back. Let us know if you have any success!

Is the speed restriction a new one, or are you referring to the one they introduced a while ago? I'm on 2Mb/s and it is halved in speed for 4 hours if I exceed 350MB...

its a newone on the upload which is starting off on Dec 11th

Sorry, somehow missed that you'd said upload! I presume that's just for 20Mb/s people - the rest of us have such low upload speeds that we can't upload much anyway!

for everyone according to the bloke i spoke to not just the 20mb users.