I missed this on Virgin, being offline at the time…

Spotted in The Register was an article on Virgin’s secret/open fair use policy, which came up in the context of Virgin demanding other DSL providers are more “open” about their bandwidth limitations. This piece is well out of date but still worth noting (Note to self: Keep up with the Register)

Virgin is trialling bandwidth throttling in the north west, which it prefers to call traffic management. It would not say when the trial is set to finish, or whether the system would be rolled out nationwide, but said the aim is to rein in very heavy users during peak times. More stable access speeds would then be available to the majority.

The comments on this article is bursting with enraged Virgin customers, one of whom makes pointed use of the “pot calling kettle” metaphor.

One customer contrasts the satisfying service from Telewest (of sainted memory) with the current botchery. No argument from me, I just didn’t realise it was a deliberate policy.

Paying pretty large monthly sums – well more than someone on unemployment Benefit is expected to live for a week on – for a supposedly “Unlimited” service, to find out it is limited is somewhat confusing. Especially given the recent haemorhage (sp?) of cable customers, you’d imagine that there was more empty bandwidth than Virginmedia knew what to do with.

It’s not just Virgin, of course. It’s more or less every service provider that thinks they can get away with it. (So much for the mysterious laws of the market, then. Surely, the company offering the better service should get more customers? Oh, you naive fool.)

I was looking at Tiscali’s “fair use” policy, coincidentally. They tell heavy users that they will be capped, only in the evenings. Hmm, so they will only be choked in the times when people actually use the Internet? So they can use as much bandwidth as they want when they are asleep or in work. …..

I told you so?

Ironically, a mere ten minutes after I made my last post about the terrible service provided by Virgin Media, I got a phone call from Heather saying the Engineer had been round. Now, this is the second visit booked by Virgin Media (i.e. two days off work) and Virgin have had eight days to get things sorted out. You would think this visit was going to be little more than a formality to plug in a new cable modem.

You would be wrong.

The engineer brought the cable modem, but didn’t have the right power cable. Sheer brilliance. Now, not only is there no way of knowing if that is indeed the real fault, but Heather took her second day off work for no reason at all. A new visit has been booked for Tuesday (13 days after the fault was reported), and hopefully this time the engineer will bring everything they need to see if it works. If it turns out to not be the modem, Thor only knows what they will suggest (another visit a week later, maybe?).

For some odd reason, Heather seems reluctant to close her account with Virgin (attachment to email address / website I suspect), despite the fact she could pretty much get an ADSL contract up and running in less time than this has taken. At it’s longest, I have had ADSL set up in 10 days… Virgin have not been able to help an existing, long serving, customer in that time. I suspect this is an example of a company which spends too much of it’s money and time trying to attract new business, rather than maintaining it’s current customer base…

[tags]virgin, virgin-cable, Thor, virgin-media, virginmedia, cable-tv, cable, bad-service, bad-shops, rant, rants[/tags]

Will Virgin Come Through?

Although heather has been without a functioning Cable Broadband service for over a week now (reported last Thursday), hopefully Virgin Media will have sent someone round to sort it out today. Personally I am not holding my breath that, even if they do, it will result in a functioning service worth the massive costs.

Shamefully, even though there have been multiple faults and several off-line periods in the last few weeks alone, all Virgin Media are giving as compensation for 8 days without a service is a £20 refund. I would find that almost insulting.

As I have mentioned one or two times previously, I am about to move house and looking at my options for a new internet service provider. Until about six weeks ago, I had Virgin as one of the main contenders and thought the TV/Broadband combo was well worth getting. Now, you couldn’t pay me.

I must say a big Well Done to Virgin Media, they took over cable companies with good customer service records, and generally very loyal customers, and managed to make a complete hash of everything. Brilliant. I bet Sky are laughing themselves to sleep every night…

[tags]virgin, virgin-cable, virgin-media, virginmedia, cable-tv, cable, bad-service, bad-shops, rant, rants[/tags]

Side Admin

A couple of asides for general information. First off, I have been working my way through emails lately and a few people have asked for a return to the “old” theme. While I suspect most of these people are Heather, I am sure not all are, and there are a few valid points made (apparently this theme breaks on IE6 or older, which makes up over a third of the visitors). As a result, while a bespoke theme is being worked upon, we will revert to the Fallseason theme of a few months ago. Personally, trying to settle on a “nice” theme which works for as many people seems a task which I will never, ever, manage.

Secondly, as mentioned the other day (“Not Many Posts“), there have been a few problems with Heather’s access. Virgin Media were supposed to send an engineer out today to fix it. As a sane person would have guessed, the engineer never turned up (an accident was to blame, no more details known) and now she needs to rearrange the visit. While accidents do happen, it is a shame that cost cutting measures by Virgin have meant that they had no slack in the system to work around this and it could be another week Heather goes without access. What great customer service…

Not Many Posts

Very short one. Things have been quiet here for a while (especially when you look back at January / February’s post rate!) and this is likely to remain the case for another week or so – with occasional bursts of activity 🙂

As the moment, I am on the road quite a bit (this is being sent by the wonders of a hotel WiFi link and isn’t cheap!) and, as is becoming a regular occurance, Heather’s Virgin Media cable connection has died. Virgin have assured Heather they will be out to fix it by Tuesday (she reported it on Thursday) so things may improve.

All I can say is, especially as I am looking at a new ISP, the last one I would consider is Virgin media.

Virgin really crying out to be sacrificed now

Grrr. Virgin Cable TV:-

Sky One= no great loss.
FX = only channel you can legitimately watch the Wire on UK TV.

Happily rewatching series 4 tonight, ready to catch all the smart bits of dialogue that I didn’t quite get the first time or read the messages supposedly coded into Omar’s t-shirts by the costume designers that I wasn’t paying attention to. And so on.

Screen goes blank five minutes after the credits.

Ominous blue box comes up, holding the words that I’m not authorised to view this channel.

So it costs about £80 a month – for broadband, tv and a phone I make barely half a dozen local calls on – no matter what the ads say – and they can’t even pay out the Wire now?

Virgin – ad vs reality

Just when I was starting to feel positive about Virgin.

(My net connection service is sorted. I was even beginning to feel a mite guilty – maybe the fault really was my raggedy cat5 – further damaged by the building work.)

An advert in the bus paper – the Metro – this morning compared the great cheap Virgin cable service – 10 MB broadband plus cable channels plus phone rental for £30- with the inferior Sky service.

The advert showed Sky with an impressive 80 MB or something- can’t remember the detail, sorry, but Virgin claimed it was capped and is slower the further you are from the hub (isn’t that true of all DSL anyway?) and costlier, at £36 plus £11 BT line rental.

Now, I was already a mite baffled, because surely it’s 10 Megabits not MB, which I am pretty sure usually means MegaBytes. Maybe it’s just how they put these things in ads, but as far as I can see, it’s exaggerating the speed by a factor of 8.

But I get home and open a letter from Virgin. It announces a 1 May price increase to £37 (though doubling the bandwidth, I am pleased to see) and an increase in phone charges. (Well, an exciting new way of calculating the phone charges, that sounds like a reduction – if you take some extra inclusive phone charge package – but slips in that they are rounding up to the nearest minute.)

So the price they are advertising today as being £6 a month lower than Sky’s package is actually going to be £1 more in a month. (And still minus Sky One.) Hmmm.