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Thread: Virgin broadband xl - no go -slow go

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    Virgin broadband xl - no go -slow go

    Tonight I had no upstream at all and only 5000Mbps downstream. I rang Virgin media (Indian call centre) who said that my modem (Motorola surfboard) was too slow and they are sending me a new modem.

    I find this hard to believe as the surfboard is rated at 38Mbps Downstream and 10Mbps Upstream. so surely it would easily be able to cope with 20Mbps and the pathetic Asymmetrical Upstream?

    I wish they would bring back the English call centres - At least they understood what you said and gave an answer based on what you said.

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    Re: Virgin broadband xl - no go -slow go

    Mainly they were sending out new modems for people who were using their television set top box as a modem, but still, a free new modem can't be that bad, can it?

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    Re: Virgin broadband xl - no go -slow go

    I gave up with VM and their 20megabit package and I am now on their 2Megabit and they are struggling to give me a decent connection even at that speed!

    Over the past month packet loss at peak times has been 1 loss for every 10 packets sent and huge spikes of 120+ ms to any website.

    Playing online games has been nearly impossible and its not even worth calling support or using their email support. So in short I have totaly given up and I am going to be ditching them ASAP.
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    Re: Virgin broadband xl - no go -slow go

    Well, for the last week I seem to have been getting your bandwidth. Full 20Mb here
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    Re: Virgin broadband xl - no go -slow go

    Quote Originally Posted by Betty_Swallocks View Post
    Well, for the last week I seem to have been getting your bandwidth. Full 20Mb here
    Same here. Although, I have been noticing them throttling my connection at certain times.

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    Re: Virgin broadband xl - no go -slow go

    Quote Originally Posted by Papipap View Post
    Same here. Although, I have been noticing them throttling my connection at certain times.
    Yep, they've got the fun capping policy... although to be fair, at least it's written out for you and not hidden.

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    Re: Virgin broadband xl - no go -slow go

    Had no connectivity again tonight! After 3 calls to them (indian call centre) eventually got one that understood what I was saying to him and he said that his college was talking to someone in my street too with the same problems! So they now accept it is a problem outside of my building.

    I've never had the full 20Mbps. I've been on this service for many years and I'm now starting to wonder if I would be better off changing to another provider. I always thought that cable was best but, I'm not sure now because it is soo hard to get thru to them when there is a problem.

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    Re: Virgin broadband xl - no go -slow go

    Use to be on 2mb package and managed to max that out, got upgraded to the 4mb and i managed to max that out and been on the upgraded 10mb package since it was completed and manag to get nice d/l speeds of 1.2mb/s and uploads of 66kb/s

    Online gaming is fine

    DNS is slow but when i can be bothed i will fix that

    The area you are in might be oversubscribed ?



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    Re: Virgin broadband xl - no go -slow go

    Oversubscription was the issue in my area but they had no plans to sort out the issues hence why I dropped to their overpriced 2Mb service.
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    Re: Virgin broadband xl - no go -slow go

    Since getting the new modem and having service for 24hours a day again, I've been doing speed tests and found that it rarely goes above 8 Mbps. So today I rang them and managed to speak to an English person in Liverpool who agreed its not good enough and they are sending out an engineer in the morning. After all, I should only be paying for the 10 Mbps service if that is all I'm getting.

    The end result is after several frustrating calls to India and one decent call to Liverpool I have now spent over £10 on phone calls to them.

    I'm very tempted to quit with them and go to 'Be unlimited' but, I fear I might end up on a snail speed as the line check only show ~4Mbps and I fear it will be much less.

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    Re: Virgin broadband xl - no go -slow go

    Quote Originally Posted by Sputnik View Post

    The end result is after several frustrating calls to India and one decent call to Liverpool I have now spent over £10 on phone calls to them.
    which if it is their problem you can get them to credit back.

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    Re: Virgin broadband xl - no go -slow go

    I've been doing speed tests for the past 18months and found that it rarely goes above 8 Mbps and hardly ever above 10Mb.
    So today the engineer came and said there is nothing they can do to improve the speed really. He advised to drop to the 10Mb service, which I did and now I only get 4Mb so it is obvious that they are really taking the proverbial urine with the throttling of speed.

    I've spent an hour on the phone and I have heard every single excuse on the planet! Of course it's not their fault for throttling, They don't do that! Apparently! When I said about the cost of the phone calls - Apparently that's my fault for not paying them another £11 a month for a phone service I don't want and don't need.

    Virgin media really know how to keep long standing customers happy don't they?

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    Re: Virgin broadband xl - no go -slow go

    thats why I dropped to their 2Mb.

    I totaly dropped their TV service, that should be gone on the 24th of next month and then I am ditching their phone and internet service. I hope I never have to deal with VM again and their business side are even worse, the guy in charge of our MPLS install was sacked last week.
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    Re: Virgin broadband xl - no go -slow go

    It's strange you should have so many problems with them and I've had so few.
    I can honestly say that I've always had at least acceptable speeds from them. Downloading from a known good server gives me a fairly consistant 2000kbps or so which is certainly in the ballpark of a 20Mb connection.
    Maybe some areas are better than others.
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    Re: Virgin broadband xl - no go -slow go

    Its defo the area. My speed pretty much gets maxed out all the time

    Yet only 20 miles away in Stafford VM is almost unusable due to the huge student population.
    Quote Originally Posted by Saracen View Post
    And by trying to force me to like small pants, they've alienated me.

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    Re: Virgin broadband xl - no go -slow go

    Quote Originally Posted by Betty_Swallocks View Post
    It's strange you should have so many problems with them and I've had so few.
    I was an original Telewest customer and the speeds were always spot on and if there was a problem a quick phone call was enough to get the problem sorted.
    These days you end up talking to someone in India that just keeps telling you to reboot the modem and your system, They seem completely unable to listen to what you say and give a reply based on what you said.
    My argument is that when I was paying for 20Mb I was getting a fairly solid 8Mb and yesterday when I said I would reduce to the 10Mb because it hardly ever exceeded this, my speed went almost immediately to a rock solid 4Mb. That is blatantly obvious that they could provide 8Mb and were purposely restricting it to 4Mb.
    Amazingly, Today it has been a rock solid 10Mb all day! Which just goes to show that they can provide it but, chose not to.
    What irritates me the most is that based on my experiences and of those people I know that are in other areas on cable and getting low speeds, At least a third of Virgin medias charges must be for services they don't actually provide and yet people can never be bothered to complain.

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