I’ve had slow speeds for well over a year now. I’ve reported them to Virginmedia but unfortunately they are unable to help. The reason being that there isn’t an actual fault with my hardware or my connection.
The reason I’ve been getting slow speeds is what Virginmedia call a utilisation fault. A utilisation fault isn’t caused by faulty hardware or equipment, it is caused by signing up more customers than your network can support. Unfortunately, this type of fault isn’t very easy to fix and requires investment in network infrastructure and bandwidth.
Virgin have assigned a fault reference to this problem (F002970318), presumably because they can give it to people like me who phone up wondering why they get nowhere near their promised speed. I’ve been given a total of five dates for this to be fixed and it keeps getting pushed back, the date given now is mid-November, but I have no faith in Virginmedia to fix this problem.
What frustrates me even more are sales calls from Virgin offering me packages including 100Mb broadband. If they can’t deliver 50Mb, there is little chance of delivering 100Mb or greater. While this problem goes on Virgin media continue to sign up new customers who are oblivious to the fact that they will not get their promised line speed.
I’m told that Virgin can offer up to £7.50 a month rolling credit to those affected, which is little consolation to those getting speeds of 5Mb at peak times (or worse). If you are in the Nottingham area then you will have to forget about connecting to the city of speed and accept that your connection will be subject to slow speeds until Virgin complete the investment that is long overdue. You might also want to phone up customer service and ask for a discount, and share your connection speeds with others so that Virgin stop signing up customers with the promise of a service that they can’t deliver.
Feel free to get in touch if you are experiencing similar problems with your connection…