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Virgin Media
http://www.x404.co.uk/forum/viewtopic.php?f=3&t=9591		 Page 1 of 1
Author:  Angelic [ Wed Jul 21, 2010 9:28 am ]
Post subject:  Virgin Media
Heh heh...

They sent me a rather jovial email asking for feedback as my contract has just ended.

Quote:
The advertised speeds are inherently a lie. Saying "Up to 20Mb" is like saying "You can catch a plane UP TO australia but we might drop you off at any point before that and you've still paid for the whole journey".

Speed throttling is also stupid. When I pay for a service I don't want to receive barely anything during peak hours - they are peak hours because everyone wants to use it at that time so you should be able to handle it and if you can't then don't sell it. I don't see my water supplier saying I can only have one cup of tea during peak hours, so why should my internet?

Having a premium rate number to dial when you need support is again stupid, especially when the problem is with the phone line. I know I can dial the freephone number when the phone line is working, but when it isn't i'm charged a hell of a lot of money to just get it working.

We called Virgin Media out so many times to fix our internet which kept dropping but each time you couldn't find fault. You blamed it on our equipment. Now we have moved house and have an identical setup, except for this time the internet is not dropping every half an hour.

Virgin Media was terrible and offered no support or refunds to a shoddy service. As soon as I can I will be moving to an ISP who provides the service I am paying for.


Muha. You're not getting anything from me that you can quote in your advertising!
Author:  pcernie [ Wed Jul 21, 2010 12:47 pm ]
Post subject:  Re: Virgin Media
I'd sooner do without a net connection than go back to VM again :evil:
Author:  Fogmeister [ Wed Jul 21, 2010 1:12 pm ]
Post subject:  Re: Virgin Media
I've been with VM for just over a year now and never had any problems with them.

The only time I contacted them was before they had sent out my modem and that was to ask if they could switch the modem that was used previously onto my account. They initially said they couldn't but after about 15 mins they had done and it was all working.

Since then I've had the traffic shaping but that was in the Ts & Cs before I signed up so I knew that was there but I pay for a 10meg connection and I get just over a 10meg connection constantly apart from when it is throttled at which point I get just over 2.5meg.

There's been no down time for the entire year and I've had no reason to call them for the entire year.
Author:  Linux_User [ Wed Jul 21, 2010 1:14 pm ]
Post subject:  Re: Virgin Media
VM's cable is without a doubt the best 'net connection I've ever had. TBH when you compare it to BT's ADSL service, it's worthy of the gods.
Author:  HeatherKay [ Wed Jul 21, 2010 1:15 pm ]
Post subject:  Re: Virgin Media
Fogmeister wrote:
There's been no down time for the entire year and I've had no reason to call them for the entire year.


We had a short period of downtime, and we've had to reset both modem and router a couple of times, but otherwise it's rock solid here.

No complaints at all.
Author:  Paul1965 [ Wed Jul 21, 2010 1:22 pm ]
Post subject:  Re: Virgin Media
^ Same here, pretty much.
Author:  paulzolo [ Wed Jul 21, 2010 1:44 pm ]
Post subject:  Re: Virgin Media
Paul1965 wrote:
^ Same here, pretty much.


Ditto. We’ve had few problems with Virgin media - even from the time before when they were Telewest.
Author:  hifidelity2 [ Wed Jul 21, 2010 2:16 pm ]
Post subject:  Re: Virgin Media
I was with Telewest and now with VM and no real issues. Had the phone and internet fail – fault at the local cabinet and we did have the while street down the other day – again a cabinet fault but overall they have been very good. The only issue I did have was getting them to connect me but after I raised a stink I got 6 months at the top package free
Author:  Angelic [ Wed Jul 21, 2010 2:34 pm ]
Post subject:  Re: Virgin Media
Ye're all very lucky!

I did regular speedtests and during offpeak times (on the 20Mb package) I think the best speed we ever got was about 4Mb.

During peak times it was down in the Kbs.

Internet disconnected every half an hour or so, engineer came out to us and kept telling us it was our router. So I bought 2 new routers and same issues. Now the same setup here and it's perfect.

Phone line died, so couldn't phone them. They kept telling us it was working well - even though it just wasn't. They wouldn't believe me that it wasn't working.

We're with Virgin again this year in the new place and i've got to say we've not had any problems... yet! Touch wood!

EDIT - Within seconds of clicking submit, I have been told by my housemate that the phone line isn't working. Oh the irony.
Author:  bobbdobbs [ Wed Jul 21, 2010 3:11 pm ]
Post subject:  Re: Virgin Media
Been with Vm for 5 years in two properties and apart from awful telephone help lines there has been very few problems.
Pay for 20Meg get 20 Meg :D but thats the cool thing about having the cable version, as long as you dont download too much during peak hours you get what you pay for, well I do, I limit my wife to 2Meg speed so I can hog the rest :twisted: We recently upgraded to a V+ HD box and the movie channels and a bump in internet speed and it was all done and dusted without any pain.
Author:  paulzolo [ Thu Jul 22, 2010 10:52 am ]
Post subject:  Re: Virgin Media
bobbdobbs wrote:
Been with Vm for 5 years in two properties and apart from awful telephone help lines there has been very few problems.


The trick is to get past the front line support. I usually try to talk over their level. If I phone them, I have usually done some network diagnostics and looked at the cable modem settings and logs to see if anything untoward comes up. I then fire all this information at the phone desk, who will be on a fixed script, and they usually put me through to someone else. Support then becomes more meaningful, and problems can be resolved far more quickly.

I’ve not had to do this for a very long time though. The system just works.
Author:  davrosG5 [ Thu Jul 22, 2010 11:56 am ]
Post subject:  Re: Virgin Media
I must confess to having been tempted by VM but I'm put off by my brothers experince when he was doing his industrial placement. It was NTL at the time and they never got an accurate bill for the entire year they were there. Hardly inspires confidence.
Author:  forquare1 [ Thu Jul 22, 2010 12:09 pm ]
Post subject:  Re: Virgin Media
paulzolo wrote:
bobbdobbs wrote:
Been with Vm for 5 years in two properties and apart from awful telephone help lines there has been very few problems.


The trick is to get past the front line support. I usually try to talk over their level. If I phone them, I have usually done some network diagnostics and looked at the cable modem settings and logs to see if anything untoward comes up. I then fire all this information at the phone desk, who will be on a fixed script, and they usually put me through to someone else. Support then becomes more meaningful, and problems can be resolved far more quickly.


I tend to try this, but the person on the other end seems to get confused and decides to make me do it all over again. the best one was when I was with Orange and the guy asked me to reset the modem, I told him it was a bad idea but he told me to go ahead and do it. I did it and the phone disconnected as it was part of the box. He phoned me back ten minutes later and got angry because I must have done something wrong...

Faye's dad was the best, he'd just talk Welsh to them until he got someone who wasn't on a script :P
Author:  Amnesia10 [ Thu Jul 22, 2010 2:31 pm ]
Post subject:  Re: Virgin Media
I get annoyed by the scripts I would have tried everything before I called them. Plus I do not have a PC so they have no idea how to cope with macs. Though on every occasion it has been a problem with their network somewhere.
Author:  Nick [ Thu Jul 22, 2010 4:50 pm ]
Post subject:  Re: Virgin Media
davrosG5 wrote:
It was NTL at the time and they never got an accurate bill for the entire year they were there. Hardly inspires confidence.


That happened to my dad - they didn't bill him at all for a loooong time. He phoned them to tell them but apparently they had a record of payment even though no money had left his account.

Well, eventually they realised and they wanted their money. :lol:

Virgin are very very good though - rock solid connection, and the TV is good too - I just got their new Cisco HD box and it's great.
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