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Thread: Virgin Media poor (and worsening) download speed

  1. #33
    DDY
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    Re: Virgin Media poor (and worsening) download speed

    Quote Originally Posted by GoNz0 View Post
    You won't as they don't do it for those who need a new modem until they complain.
    Mine isn't due until April according to the VM website.

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    DILLIGAF GoNz0's Avatar
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    Re: Virgin Media poor (and worsening) download speed

    Anyone want to bet on tomorrow's engineer actually showing up?

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

  3. #35
    DDY
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    Re: Virgin Media poor (and worsening) download speed

    Quote Originally Posted by GoNz0 View Post
    Anyone want to bet on tomorrow's engineer actually showing up?
    Like, an engineer, engineer?

  4. #36
    DILLIGAF GoNz0's Avatar
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    Re: Virgin Media poor (and worsening) download speed

    Quote Originally Posted by DDY View Post
    Like, an engineer, engineer?
    I am expecting another arse who wants to get off to his next job after saying "can't see the fault now so heres my number"

    and that officer is when he fell into my fist.

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

  5. #37
    DDY
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    Re: Virgin Media poor (and worsening) download speed

    In that case, I'll bet. No, I hope an arse turns up

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  7. #38
    DDY
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    Re: Virgin Media poor (and worsening) download speed

    The suspense!

    Also, in related news.

    My VM internet connection has fallen more apart then usual today.

    Reset after reset, nothing...

    VM's website is coincidently half-dead and I can't check the service status page.

    Called VM, twice, and both times get cut off after five minutes of automated information entering.

    VM site finally loads the web chat after half an hour of repeated F5 mashing.

    Takes 20 mins for chat agent to tell me internet is indeed broken, but cannot provide estimated fix time nor fault reference.

  8. #39
    Senior Member watercooled's Avatar
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    Re: Virgin Media poor (and worsening) download speed

    There definitely seems to be a huge number of threads popping up on the VM forums complaining of extremely poor peak time speeds - not the gradually lowering speeds I recall seeing in the past with congestion issues, I mean a load of people getting <5Mbps, packet loss, the usual.

    And yet VM continue to bury their collective heads in the sand and address (blame the user/ignore/etc) on an individual basis rather than sitting back and realising something more serious seems to be going on with their network.

    This afternoon: http://www.thinkbroadband.com/speedt...58581707216332
    Now: http://www.thinkbroadband.com/speedt...44721055628266

    But as long as they refuse to accept the existence of any network services outside of their prioritised Speedtest.net servers, it seems it's outside of their policy to do anything about it.

    Since the complaints team not bothering to phone me back on the arranged day I've still not heard anything, and annoyingly there doesn't seem to be any way to follow up on it myself as when I phone up I just get passed to the faults team which are as useful as ever WRT less straightforward matters. And one reply per week on the forums if I'm lucky.

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    Re: Virgin Media poor (and worsening) download speed

    I agree, just read your thread of many pages on the VM forums too.

    Bad show.

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    Re: Virgin Media poor (and worsening) download speed

    I'm doing my best to not appear impatient or unappreciative, but you can see how long the thread has been open for. I'd been in touch over the phone and chat before I started with the forums, and the problem itself I've been noticing for much longer still, it's just gotten so bad now that it's really hard to keep ignoring and hoping it will spontaneously get better.

    The guy currently replying on my thread only appeared after I PM'd someone who had helped me in the past with another issue. The first guy on the thread left some completely unhelpful post then never bothered replying again.

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    Re: Virgin Media poor (and worsening) download speed

    Still no contact from the complaints team. Think I'll give them a call to arrange him to call me again but I'll just refuse to speak to tech support as it's a waste of time. I think I'll set myself a limit of 15 mins on the phone to save wasting my evening and getting frustrated again!

  12. #43
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    Re: Virgin Media poor (and worsening) download speed

    Have you gone through VM's complaint procedure? Seems like you've been patient enough with them and haven't had your issue resolved in a timely manner

    https://help.virginmedia.com/system/...KE_A_COMPLAINT

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    Re: Virgin Media poor (and worsening) download speed

    Yep, I sent a complaint by email and a day or two later I got a phone call confirming someone had taken ownership of the complaint and would be back in touch 'hopefully the same night' after he'd read through it properly. He didn't phone back the same night but rather the next day when I was in work and left a message saying he'd try again later. He tried again later, when I was still in work, and someone was home to take a message for me and organised for him to call back at a specific time when I knew I'd be home. He agreed to call back then, and I've not heard a word since.

    I've tried calling back a few times (I forgot to call again yesterday when I got home) and can't seem to find an option for complaints so I end up with the retentions team who do listen and agree there's a problem from what I'm telling them, but don't seem to be in a position to do anything about it. So out of the two times I've phoned, I've been passed to offshore tech support who of course tell me the usual script and that they'll send some magical signals to make it all better.

    There are more and more complains on the forums, and interestingly someone posted in my thread linking his own thread with the exact same problem from a while back and never got a single answer, despite the fact he also posted a decent amount of evidence showing the problem. I've probably had the same problem for at least that long but only complained more recently as it seems to be getting worse. The thing is, it's not just the odd download that it's going to affect soon - if it drops much more it's going to start affecting things like Netflix which IIRC use single threads too.

    It does strike me as a bit suspicious that VM seem to be seeing threads like this and just ignoring them (I had to start sending PMs to people to get a response myself), as they'll usually respond to most threads even if it's just a message asking for a PM to investigate. I even asked the guy who's been responding to my thread to try it himself, but never got a response to that. It does make you wonder if they know there's a widespread problem but don't want to make it too obvious?

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    Re: Virgin Media poor (and worsening) download speed

    OK so I just phoned them up. First I tried the usual process of going through retentions, but after going through all the menu options I got an automated message saying the team doesn't work on Sundays, and got cut off.

    So I tried again, with the faults team this time, and thankfully got a UK call centre. apparently someone called me back on the house phone when I was in work, but didn't leave a message or try contacting me again since.

    I asked if I could arrange for someone to call me back when I'm actually home, so she sent an email to the person handling my complaint (which weirdly is a different name, and gender, to the person who had originally 'taken ownership' of it) with a list of times when I should be available. So, I guess we'll see how that goes.

    I'm honestly not very optimistic about it considering how poor the tech support policy is on the matter i.e. blame everyone but themselves unless it's speedtest.net.

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    Re: Virgin Media poor (and worsening) download speed

    why don't you just leave vm ? and get a copper to fiber connection .. yeah it's only 78mb but at least it's stable
    but it depends on where you are .. ee are good around here
    What does it matter now if men believe or no?
    What is to come will come. And soon you too will stand aside,
    To murmur in pity that my words were true
    (Cassandra, in Agamemnon by Aeschylus)

    To see the wizard one must look behind the curtain ....

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    Re: Virgin Media poor (and worsening) download speed

    Well we've not long started a new contract so that could be a problem, but yeah I get what you are saying and it's definitely on the table.

  17. #48
    DILLIGAF GoNz0's Avatar
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    Re: Virgin Media poor (and worsening) download speed

    Quote Originally Posted by watercooled View Post
    Well we've not long started a new contract so that could be a problem, but yeah I get what you are saying and it's definitely on the table.
    You can walk out of the contract as you are not getting the service you pay for.

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

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