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Virgin so unreliable

blossom559

Member
When I applied to join Virgin 3 years ago they told me that they couldn't supply a phone line but could supply fast broadband. I didn't realise what the implication of this was at the time. Firstly it appears that our broadband is not fibre optic, but some kind of cable and secondly phoning customer services is a nightmare because if you don't have a Virgin line it isn't free and at weekends you can wait for an hour. The service was awful for the first 5 months, dropping out, very slow etc. They eventually agreed not to charge until the system was working properly. Since then we've had an okay service though nothing like the published speeds of up to 50MB and Sunday nights are abysmal. In the last couple of months the old problems have resurfaced and I have discovered after pretending to be a prospective new customer, that there is a technical problem in my area which won't be fixed until the end of May at the earliest. I pay over £30 for this service, but the onus is on me now to spend hours on the phone (which I can't do from work of course) getting a refund for the poor service. Really frustrating service. I would love to leave Virgin, but there doesn't seem to be anything much better available as we are on an old exchange so broadband through the phone line is very basic and our side of the road does not have fibre optic - my neighbours opposite do! Is my experience unique? Any thoughts as to what I can do to get better broadband?
 
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