If you use Virgin cable broadband please can you help me out? I moved house at the beginning of April and the new place didn't have a BT line installed but was ready to go on Virgin (only renting place).
Before moving I was getting basic O2 broadband through a standard copper wire and never had a problem in over 3 years, all for £7.50. I'm now paying more and getting a terrible service; ping speeds range from 12ms at 7am on a Sunday to over 40ms at 7pm midweek.
In the 2 weeks I've had Virgin I've had to reboot the modem 3 times. In the evenings the upload speed can be so bad that normal websites are timing out before my responses are getting through. I've also noticed the response times on BA are spiking much more frequently than before.
I've spoken to Virgin customer services and they are sending a tech guy round on Sunday (yeah I was surprised too) so my question is have any of you V broadband people suffered the same issues and if so what was the cause and how did you fix it?
BTW I only signed up to 10mg broadband for now, can't fault the download speed but as we all know that's a small part of the picture when it comes to trading.
Any advice would be appreciated, I have 2 weeks remaining of my cooling off period and if I can't sort out these issues then I'll probably bite the bullet and go back to Sky TV and O2 broadband. As I'm only round the corner from the exchange I'd be able to get good speeds through a new BT line.
Thanks
Dan
Virgin broadband users
Hi Dan, I know that Virgin is over subscribed in many parts of the country because they have rolled out 50meg connections and do not have the infrastructure to support it. So do not be convinced by them that you should upgrade your connection (which is what they will suggest) because this will not make a difference. I have a few friends in different parts of the country all experiencing the same symptoms and they have all now left Virgin and gone back to an ADSL provider. The problem really is that more than likely there are more people in your area with 50 meg than they can actually handle. My friend was told by an engineer when he had a visit that they are upgrading the infrastructure to support 50meg AFTER they have rolled it out, so ripping people off charging them for a service they are unable to provide unfortunately. Its a shame because fibre optics should be the best hands down. Anyway hope this helps.
edwards
edwards
Hi Dan
I used to be with Virgin. I did have speed issues, but I found that, when I paid an extra fiver or so per month to upgrade from 10meg to 20meg, the speed was fine.
Towards the end of my time with Virgin, I suffered lots of connectivity issues (which affected the whole area I was living in).
BTW, I was very unimpressed with the customer service provided by Virgin. They seem to be cut from the same cloth as Betfair when it comes to effective communication with customers!
Jeff
I used to be with Virgin. I did have speed issues, but I found that, when I paid an extra fiver or so per month to upgrade from 10meg to 20meg, the speed was fine.
Towards the end of my time with Virgin, I suffered lots of connectivity issues (which affected the whole area I was living in).
BTW, I was very unimpressed with the customer service provided by Virgin. They seem to be cut from the same cloth as Betfair when it comes to effective communication with customers!
Jeff
Hi Dan
Just so you're forewarned, Virgin will expect you to give 30 days' notice, even if you're out of your minimum contract period (although they can cancel the service on the same day).
I didn't give them 30 days' notice - Why should I pay for a service I haven't received? I just canceled my Direct Debit, and if they don't like it they can sue me.
BTW, you need to hang on to your Virgin equipment, as they will want to collect it from you. If you throw it out, I've read they'll charge you £250.
Jeff
Just so you're forewarned, Virgin will expect you to give 30 days' notice, even if you're out of your minimum contract period (although they can cancel the service on the same day).
I didn't give them 30 days' notice - Why should I pay for a service I haven't received? I just canceled my Direct Debit, and if they don't like it they can sue me.
BTW, you need to hang on to your Virgin equipment, as they will want to collect it from you. If you throw it out, I've read they'll charge you £250.
Jeff
danum wrote:Thanks for the advice guys, seems like I'll be heading back to BT pretty soon.
Cheers
Dan
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cambalache
- Posts: 14
- Joined: Mon Oct 26, 2009 8:30 pm
it started last night at about 10 pm it has not been as bad today
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DallasStar
- Posts: 6
- Joined: Thu Apr 30, 2009 12:18 pm
Had originally posted in "BF Down" but this now seems more appropriate;
Having had VM engineer round on Fri, and long conversation with VM this morning; upshot is amount of (local)traffic going through system is what is causing the issue of freezing (anything from 1-2 secs up to 2 mins)Upgrading my speed (currently on 10mb)will not make a difference they say (Jeff in his response to my other post suggested likewise)
So it appears that the xbox fraternity have me stumped, VM can't help (no plans nor guarantees to upgrade infrastructure merely suggesting i consider business as opposed to residential connection) and i can't risk any amount of cash through fear of being unable to exit (not to mention good old BF outages thrown into the mix) any suggestions would be appreciated
Having had VM engineer round on Fri, and long conversation with VM this morning; upshot is amount of (local)traffic going through system is what is causing the issue of freezing (anything from 1-2 secs up to 2 mins)Upgrading my speed (currently on 10mb)will not make a difference they say (Jeff in his response to my other post suggested likewise)
So it appears that the xbox fraternity have me stumped, VM can't help (no plans nor guarantees to upgrade infrastructure merely suggesting i consider business as opposed to residential connection) and i can't risk any amount of cash through fear of being unable to exit (not to mention good old BF outages thrown into the mix) any suggestions would be appreciated
Did you speak to them about getting a 50 meg connection?
I believe that goes down a different type of line to 'normal' broadband, so it might be worth investigating whether that would make any difference.
Jeff
I believe that goes down a different type of line to 'normal' broadband, so it might be worth investigating whether that would make any difference.
Jeff
DallasStar wrote:
Having had VM engineer round on Fri, and long conversation with VM this morning; upshot is amount of (local)traffic going through system is what is causing the issue of freezing (anything from 1-2 secs up to 2 mins)Upgrading my speed (currently on 10mb)will not make a difference they say (Jeff in his response to my other post suggested likewise)
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DallasStar
- Posts: 6
- Joined: Thu Apr 30, 2009 12:18 pm
Thanks guys;
J - no talked with them about 20mb ("trialling" for 30 days - shortest you can have it for); for peace of mind was going to try it but in the end, said i would think about it and get back to them this week. Seems a bit of a backward step if i go BT but may have to look into it. Thanks for info on TT as was waiting for them to get to my area, as customer services at VM is a disgrace (although on this occasion they've actually been ok without solving my problem)
Z- no hadn't considered that will have to investigate further
Thanks again
J - no talked with them about 20mb ("trialling" for 30 days - shortest you can have it for); for peace of mind was going to try it but in the end, said i would think about it and get back to them this week. Seems a bit of a backward step if i go BT but may have to look into it. Thanks for info on TT as was waiting for them to get to my area, as customer services at VM is a disgrace (although on this occasion they've actually been ok without solving my problem)
Z- no hadn't considered that will have to investigate further
Thanks again