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Hi there
I'm paying through the nose (£37 a month) for a 20mb broadband connection. I had been with Telewest for more years than I care to remember and had a fantastic service, fast download times and absolutely no problems at all, and to be fair up until December last year hadn't really noticed a problem with Virgin, however, since just before Christmas I have had nothing but problems, my download speed has dropped to below 1000Kbps between the hours of 4pm and9pm. I did several tests at various times of the day and the speed trippled after 11pm at night, These low downloads speeds have resulted in us having to reboot the modem a mimumum of 6 times a night asthe speed involved is so low the internet seems to time itself out and drops it's connection.
I paid £135 to a pc engineer to come and check all 3 pc's in the house and the Netgear router we're using, all these were absolutely fine and he experienced very low speeds when he directly connected his PC to the modem and bypassed the router. Anyway, decided to bite the bullet and call the Technical Support helpline (at 25p a minute was preparing to take out a second mortgage) but line goes dead after a few rings. Have sent several e-mails/filled in the on-line complaint form and surprise surprise absolutely nothing back from them. Am not at all impressed by Virgin Customer Service.
To top all this, we're now experiencing problems with missing soundbites on anything we've recorded using V+, Virgin refuse to admit there's a problem their end, even though their own Engineer admitted that even he had the same problem and we needed to get a software download, but Virgin will have none of this. Their customer service insist that the problem will not be fixed by a download and as far as they are concerned there is no problem.
Have 2 more months on my contract left and them I'm off somewhere else. Virgin's customer service skills are non existent.
Sharon Turnbull, 18 Jan 2008 17:28
