Written on: 29/03/2012 by SlackeryShamone (1 review written)
Virgin have spent the last few years bashing other ISP's on about their fibre optic service yet having had the service for over 2 years, I can tell you right now that they are the worst (yes worse than BT) internet provider I have ever had the misfortune to use.
The engineers are more like keystone cops than engineers. They hold a high opinion of their knowledge which actually is not very much at all. They also seem to be patch up merchants as they don't really have any ability to actually fix a problem.
They actually repulled a cable in June '11 which left me without broadband for more than 3 weeks and yet the problem turned out to be the modem. To be completely honest, the original cable was faulty as the signal was very weak so did need to be replaced. 2 months ago when the broadband went down, I told the engineer that arrived the whole history and you know what he did, he connected me back to the old cable which I'd told him had problems. My connection has gone down numerous times since then, surprise, surprise.
The call centre in India that has individuals hang up the phone when you ask for their name. This happened at least 3 times so by different people so it clearly is standard behaviour. The English call centre is not much better. I was supposed to be reimbursed for every day that I did not have service yet I had not received a penny. The lady in the cancellations department has now claimed that she will have the compansation applied to the account now that I've cancelled the service.
They say I have to sit out 30 days. I then asked if the engineer will be coming round to fix the internet and they stated no because I've ordered a stop to the service. I asked why I'm being charged for the internet if I'm not receiving it and the woman claimed 'well it may come back anytime'. If that in itself does not convince you of what type of people you are dealing with, I don't know what will.
As for the 50mb speed, don't be fooled. It's great for demonstration purposes like on speedtest.net website. It will show close to 50mb but I guarantee you will never see that speed.
Virgin throttle bandwidth on TCP ports, UDP ports and IP addresses. What does that gibberish mean you ask? Well let me explain.
By throttling the speed on TCP and UDP ports, most P2P and streaming apps are basically limited to a around 300kb download during peak times. When I say peak times, for Virgin, that is between 7AM until 12AM.
I know some of you are thinking, well that's Ok for youas all you want is to browse the web and watch web video, right? WRONG!!! They restrict bandwidth to websites via IP address. Would you believe that during peak hours, I would struggle to watch BBC iPlayer programs in standard definition. I've run the BBC tool that pops up to troubleshoot when the player is struggling and it detects a bandwidth of 1.5mb download. You can open up a new tab in speedtest and it will still show you 50mb.
These guys are a fraud and to be completely honest with you, if OFCOM actually cared about the consumer (which they don't), Virgin would have been fined 100's of millions. They don't even have SLA's for when the service goes down. They have no telephone number or email address for complaints and they give out your personal information freely without your knowledge or approval.
Stay away from this company and don't let the false claims of 50mb broadband fool you.
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