I'm hoping someone can help me before I introduce my router to the blunt end of a hammer!
I've been a Virgin fibre optic broadband customer for over 2 years, never ever had an issue, good connection speed, it never went down so never had to call Virgin for help etc, and then last month I moved house.
I called Virgin to cancel as I was pretty certain my new house (converted barn on a country lane) wouldn't have fibre optic anywhere near it, but they said they could do a normal ADSL connection at the new address and I would get between 5.x and 10.x mbps. This was about what I got before (basic package) so I thought i'd go for it, Virgin had always been fine for me so why not.
I've now had the internet connected for about 3 weeks (1 of which I was on holiday) and it has been working as it should for, oh about NONE of that time.
The first time it didn't work, I called them up and was told to switch the router off and on again. This worked, albeit temporarily (I felt a bit silly for calling but the old connection had been so good I never had to do this so it never even crossed my mind)
The next time it was working at sub-dial up speeds, I called again after doing an ISP speedtest (2.3mbps download), I told the guy on the phone the speedtest result and how i had been told i would get between 5 and 10 meg, not 2.
"Ah but you see its 6pm in the evening, it's peak time, you are going to get a slower connection you see"
"But I was told I would get 5meg minimum"
"ah yes but it's peak time-"
"yes i understand that, but 2 meg still isnt 5 meg minimum is it?"
"ah but it's peak time-"
"YES, i understand that, but I was told I would get 5 meg MINIMUM, not 5 meg apart from when it's busy, when i'll get 2 meg"
"ok well if you do an ISP speedtest between 10am and 4pm during the week-"
"you mean when I am at work?"
"yes that's right, then you will get between 5 and 10 meg"
"but i'll be at work, I won't be using my home broadband, I use it in the evenings and at weekends, when I am at home"
"ah but that's peak time you see-"
And so it went on.
That was last week, and this week it has just been completely disconnecting itself almost constantly. For example, I will be copying this text before posting it, because chances are when I hit the 'submit' button, the connection will have gone and I will have to try and re-connect.
Now the only thing I can think of doing is spouting some serious vitriol to an ususpecting Virgin helpline operator and getting the whole thing cancelled and refunded, but I thought I would check with you lovely lot first.
Is there anything I can do at my end to make the connection faster/more stable/less like its made from yoghurt pots and string?
Is there really anything Virgin can do to increase the quality of my connection?
If I cancel and go with someone else am I really going to get anything better on the same, copper phone line?
Do I have any other options?
All help appreciated as always!