Whirlpool

it is bloody infuriating. why wont Virgin management bother to put in more hardware at the backend to address this?

i called up tech support (phillippines) and they said that i could jolly well return it back without any apologises!!

Virgin broadband sucks big time!

fishbuff writes...

it is bloody infuriating. why wont Virgin management bother to put in more hardware at the backend to address this?

i called up tech support (phillippines) and they said that i could jolly well return it back without any apologises!!

Virgin broadband sucks big time!

Your tower will be upgraded in the next 7 days.

oops, hang on. I forgot to ask where you are accessing the service from.

fishbuff writes...

why wont Virgin management bother to put in more hardware at the backend to address this?

because it's Optus's Network, not Virgins.

i called up tech support (phillippines) and they said that i could jolly well return it back without any apologises!!

So they offered you a return on the service? So, where is the complaint?? At least they aren't telling you you have to remaining for the remaining months of your contract, paying for a service that is unusable.

If this happens every night 6 till 10, it must be congestion; this started with me on Monday. 6.30am OK, 600-plus, mid-afternoon, 200, after six – well forget it.

Had a similar problem with internet with Vodafone. 3am was good,
7am ok, 5pm absolutely unusable.

Three days of not having internet access due to 'technical difficulties'
I threw in towel and wanted out of my contract. Ok with this, free modem and no exit fees. Three days of failure to provide an internet access for a large company pretending to be an ISP is a bit rich.

Thought I'd try Virgin Prepaid. Initially I could get phone support but now they have discontinued it. After an initial $10 starter kit I was up and running in spite of linux (Debian Etch) apparently being 'not compatible with Windows'. Three days of a message in red 'having some backend problems and have notified 'technicians' (can't they get better staff to fix major network and internet problems) who are attending to it' when I was just trying to login.

Started using service, EXTREMELY SLOW, to the point I thought it was not working at all and started checking my setup. Then yesterday afternoon back up again only to find other people in SE Qld and Brisbane had been having same problem.

Help Desk support when it was available was promptly answered by staff who knew absolutely nothing. Seriously.

I was given the spin. We are erecting?? a tower next to the current one. LOL as if!.
Still they can't tell me why a person of only meters away from a tower only gets 81-91dbm. And phone calls lol does virgin BB come with one? never seems to bloody work.

Anyway back with the OP. I get a similar issues, But mine is a touch later about 8-9pm to all hours of the night. Sometimes even into lunch time.
But what can you do?, The only other thing is 16k dial up on a pair gain of 4 units.

I have the same problem, the net is pretty much unusable, and don't even try and use the phone! So it's great, Virgin want me to call them during the times when I have problems to do tests, but the problem is the phone doesn't last more then a few minutes.

I have to go to GPRS to get the net working.. but guess the problem there. When I use the phone the net doesn't work so then I can't do any tests for them!

I'm so utterly frustrated beyond belief with Virgin, then they have the nerve to make people pay out their contract when it's not just isolated problems, these are the same problems all over the country, for a lot of people (not all, but still a fair number) and then they keep forcing people to spend hours on the phone sorting out a problem that can't be sorted.. if it could of been, Virgin would of done it a year ago!

Trav

pair gains. exchange is full. no fibre to my suburb.

and i live just 15kim away from the CBD of brisbane west.

it is absolutely crap!

Hi there,

Well, I can feel with everyone who is complaining about Virgin Broadband. They are in fact the biggest morons (I am sorry for my language) ever!

Here's my story:

I signed up with Virgin BB @ home in September 07. It worked really well at that time and after the 30 days trial period I decided to keep it as I was very happy with it and I thought it is a good deal.

Anyway, in early July this year the trouble started. First I could not use the phone nor the Internet for about 3 days. I initially thought that this may be a temporary problem so I was patient. Anyway, I called them on the fourth day. Actually I tried. I used the so called land line but the line disconnected after a short time. So I tried again...same thing. I had no choice but to use my mobile (I guess that is how they make money, 25c here...25c there, for the 1300 555 100 no...it is all adding up!). Of course I had to wait for 1h to get through!!!

When I finally got to talk to someone I was told that they've had a recent hardware upgrade...blah, blah, blah...I said alright, so when do you think it should be working normally again? They said it should be ok within 7 days.

Of course it was not...I called again...they said ok, we have to run some test...we did...speed test, they claim they reset something...nothing changed...by now I got a bit angry. I requested that I want to get out of the contract without paying for the outstanding month. It was August by now. Of course this was denied with the excuse that they have to investigate this further and that they would contact me within 10 business days. Nothing ever happened, I was not contacted.

Of course I called again, waiting in line for 1h45 min!!! Explained my story for the 100th time, got put on hold, got transferred, requested to get out of the contract. Of course it was denied. This time I was told that the equipment may be faulty. I said I am sure it is not but of course this was not enough for VB. Anyway, I had to get the modems exchanged. Fine...exchanged them...but of course nothing had changed. Same shitty connection, non usable phone etc.

It was mid September by now. I called again. Requested that they would finally let me out the contract as I had done all the steps of troubleshooting as they have asked me. Of course it was denied...well I got really angry now...

Anyway, the guy on the phone had to escalate it, he promised me that tech would look into it and that they would make a decision within 10 days of whether I could get out of the contract or not and that they would call me. Of course nobody ever called me so I called them again.

Explaining my story for the 5 Mio th time...then I placed on hold and guess what, the guy came back and I could finally get out of the contract. It was early October now...

But that is not the end. I received what was supposed to be my final bill shortly after I had been able to get out of the contract. Of course I paid on time (although I don't see why I actually had to pay for anything since July as I could hardly use the service). Nevertheless, today I get home and those morons sent me another bill, charging me with the same pro rata rate as my final bill of October. I called again of course, waiting on the phone for ages....1h15!!! Got placed on hold 5 times, transferred 3x!!! Also, they tried to make it short telling me that it was the final bill and it would be pro rata...blah, blah...of course it was but I had already paid for that LAST month. I explained and explained...of course they could not find an instant solution so now I have to wait another 14 business days to get my 46 Dollars and 75 cents back that they have deducted from my account twice...I am sure I will have to call them again because they are unable to do anything right the first time!!!

THIS COMPANY SUCKS. PLEASE DO NOT SIGN UP WITH THEM IF YOU HAVE A CHOICE..EVEN IF YOU DON'T, BETTER GET NOTHING THAN RIPPED OF WITH THEM!

I WISH I COULD SUE THEM TO GET ANY SINGLE CENT BACK THEY TOOK FROM ME FOR SERVICE THAT I DID NOT RECEIVED!

F...off VIRGIN!!!!!!!!!!!!!!!!!!!!!

Sorry, I know this is maybe a bit harsh what I wrote but you may understand why if you go through a story similar to mine!

Cheers,

Michel

No need to pay 25c

Use 02 8860 9848

You think it's slow now, wait till Rudds big content filter comes online!

gazzer writes...

You think it's slow now, wait till Rudds big content filter comes online!

Can't possibly make it any worse

6-10pm.. yeah, peak times. Virgin + peak = go watch tv.

I am just wondering OP if you were offered a cancellation of commitment and because of the area u r in you decide to keep the service.

I then only ask why complain then.

You have decided to keep the service. If u think it is that bad then why dnt you research for another connection that may be more suitable.

mayb telstra?

jackdaniel2008 writes...

Virgin broadband sucks big time

Why is that. Then use some common sense. Most ISP's suck.