Could I please have some advice on how to put a valid complaint to Virgin so that they will take some notice and do something?
When we got the 'upgrade' from 50Mbps to 70Mbps our stable and fast connection became impossible to use.
We waited for things to stabilise and then a couple of months ago complained when the connection disappeared for over a day. There was an area outage which was fixed but this was the start of 'intermittent' problems.
A superhub was delivered but I didn't connect it until last Monday as our connection was never stable enough for me to risk attempting this.
Monday was the last straw. Speeds were in kb/s if we could connect at all, so I got my wife to phone 150 on her mobile.
The first problem was that she couldn't understand the accent of the customer support person and quickly passed the phone to me (I have in the past done business with the sub-continent and am somewhat tuned into it).
The operative was obviously reading from a script designed to transfer blame to the customer. 'Do you use an extension cord for power? 'Have you moved the modem?' 'What router are you using?' Have you turned the power off and left it off for a full minute?' These and much more before he attempted anything.
I kept my temper and answered all his questions honestly. He then attempted to work on our modem and after about 15 minutes of trying to tell me things were working properly was forced to ask me to reset it as it no longer worked at all.
He then tried sub-script B, the 'We will supply a brand new superhub completely free of charge' script. As I'd already told him that I had one he then agreed it would be a good idea to set it up.
After less than 2 minutes of me changing over from modem to superhub, he played with the connection until he insisted it was working. A speed test of 50.6 download was according to his maths skills within a 25% loss due to me using wifi (I had already told him that wifi was line of sight and within 8ft).
I was somewhat annoyed by that time and took less than a minute to connect an ethernet cable which gave an even slower speed test than the wifi.
He played about some more and eventually got the connection to work for a few minutes at 73Mbps download and 5Mbps upload.
This took over two hours and I have omitted a lot of the operatives idiocy for brevity
The connection worked for a few hours and at 3p.m. was lost coming back intermittently after 7p.m. to 9p.m.
THE SITUATION NOW
We have a connection which we can download from our server with, using cute ftp slowly, but it works.
Our Network meter shows drops in connection at irregular intervals.
We use VOIP for phone calls to family in the USA and this has been impossible for weeks as when the connection cuts out......
We have an elderly great Aunt (92) who is in ill health and being cared for by an Aunt (74) who is also in ill health AND my widowed step-daughter, with three kids has just been made redundant. I am sure anyone (except Virgin) can see the need to sort this out.
If I phone again the connection will be sorted for 5 to 10 minutes and then continue to play silly b's
How can I get Virgin to fix the problem? It doesn't appear to be congestion (or is it?) and temporary fixes don't last.