Internet down again

What a poor service from Virgin, I'm on the 'up to 100Mb etc etc package, I rarely get these speeds or even close and the connection is often down. In the 3 months i've been with them they've replaced the so called super hub twice. Absolutely poor service and quality, certain TV channels display digital artifacting, down to the absolute minimum bandwidth being allocated. In all I cannot recommend Virgin at all. There adverts about service, lack of waiting etc are a nonsense.

Where are you in the UK?

VM has been appalling for the last 6 months in North London, i am a Blueyonder email account holder and i have been told they were updating the Blueyonder server, i have also been told that there is "OVER-ULTILISATION" in the area, even tho they have forced this upgrade on us all

i am on a SuperHub and ever since i have had it i have had awful service

my worst speed test showed my download speed was .7Mb/sec whereas my upload speed was 4.6

and i am meant to be on 120Mb/sec

i have also been informed that the problem is going to remain until 5th december 2012 .... though not reliably informed what the real problem was

i also have been moved on to IMAP4 now, had to change my username, and the game with customer services continues

this used to be a brilliant service - i do not know what has happened but it is a disgrace and i am surprised that thinkbroadband has not written about it

I'm in NW3 and subbed to VM100Mbit on 2nd November.

This is consistently how my connection behaves and it's not fit for purpose during peak times for latency sensitive things like Skype, even!
I was told that I had 28 days to cancel, I called them today and they told me that's not true and I can't cancel after all. A bunch of goons and hoodlums, if you ask me.

Check T&C's.

I have a letter from them which says I have 7 days from my activation/contract day (2nd November) to cancel.

That's why, before that time expired, I called them (as soon as I started having the latency issues) to, specifically, confirm that I have 7 days and ask them to cancel. I repeatedly asked them, several times over, and every time they said "yes you have until 30th November, a 28 day money back guarantee!". Of course, I didn't record this call. I should have, because now they magically "can't find any record of it" on their end.

Of course VM are a bunch of liars, their proposed fix date of 12/12/12 has not done anything as you can tell by the latency test on my connection.

Here's my ping test

Edited by Saltank (Wed 12-Dec-12 08:53:43)

Here's a message from the VM Forums:

Hi All,

I have just checked the latest for fault Reference number F002027498 from the network and planning department. Work to resolve this issue is currently been re-scheduled to take place on 09/01/2013 (although this may be subject to change).

We're very sorry for the inconvenience this has caused and thanks for your patience in advance.
Amer_Z
Help & Support Forum Team

This is so insincere. I would really like to know how I can go about getting out of this service based on the grounds that they can't provide the service and have been misleading for months.

I have just filed a complaint with the ISPA and sent an email to Virgin Media's CEO to start the ball rolling again. The result that I require from all this is that they disconnect the lines without cancellation fees, which would be totally fair.

Edited by Saltank (Wed 12-Dec-12 12:06:29)

They've called me back today and agreed to cease my services. Finally, someone that can get things done. I'll update once the plug has been pulled whether the billing was correct.

They pulled the plug for the telephone line on Friday, and at just past midnight today the internet and TV services were also disconnected.

It's shocking how fast and easy it's to disconnect everything, but to get it up and running properly is such a hassle.

Well I'm kind of in trouble here, because Sky messed up my FTTC order so now I don't have any internet at home

this is why I never cancel old isp before new one is up.

not worth the hassle just to save one month worth of subs.

..and a foulup with an FTTC order is why I'm still on cable....

I should have picked a better ISP than Sky, I did my due diligence all wrong.

Are you sure Sky fouled it up and not Openreach?

probably is openreach fault, but ultimately sky are responsible for his foul up, he is a customer of sky not openreach.

Even other BT companies have no control over Openreach. The regulator made a huge screwup IMO by creating an unaccountable monopoly with Openreach.

In my case everything was correctly booked (BT not Sky) but the engineer never showed up to do the FTTC install. There was one who reinstalled a phone line and he said he was qualified to install FTTC too but it wasn't on his jobsheet. I got an apology and a new date 3 weeks down the line. As I'd cancelled VM for the following week I stopped that cancellation and got a good upgrade deal. I told BT to sling their hook.

I agree the openreach creation was a huge mistake. I been saying this for all the years I was on ADSL, the main issue been they immune from the end user's complaints.

But VM has so many issues now I am glad I persisted and have not used the VM connection since I moved other than for ping tests and comparisons.

Also now with availability of 3G, the situation has changed a bit that if for some reason I do get a line problem and have to deal with openreach again I now have 3G as a backup connection for my work.

Going back to a phone line was always a gamble for me as the reason I went cable in the first place was a failure by Openreach to fix a line fault in 5 visits that was borking ADSL. I hoped the duff bit was either from the exchange to the cab or would get fixed during an Infinity install. The initial 3 weeks install time followed up by another 3 weeks after the no-show gave me cold feet - if I had trouble again the local Openreach were obviously overstretched as well as technically incompetent as they'd already demonstrated.

As it happens my VM connection is working quite well now apart from the week or so of evening dross caused by a national network problem a month or so back. Still no general doubling here but I blagged 60/3 for only £2.50 more than I was paying for 10Mbps.

I don't doubt it will all go bad again sometime and I'll maybe look at FTTC again then.