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harleygjc
regular
Reg'd: Tue
Posts: 58
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virgin media being unhelpfull
Mon Jan 12 2009 12:57 PM
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ok bit of a long post but hoping to get a insight on what I can do next. firstly a bit of background as to what has led me here, been using VM for around 7years and never had a huge problem with them. had one small problem before and did get it sorted, for the past 5 years I've been playing an online game from sony online entertainment (soe) using virginmedia as my connection and for four of those years I've had zero problems but since june of 08 ( yes you read that right!) I've had heavy packet loss and very high pings going from a normalish 230 ish right upto 9000. Been taliking with soe for a while and managed to trace my route to the server I use and find the problem, which is part of my route goes through a american company called AT&T and it's there my blockage lies at a full 100% soe have informed me that as virgin buy's or gets bandwdith from AT&T that makes it virgin's responsability to deal with.
now this brings me to the present I have tried email support which only gives me the standard reply of limted support etc and to phone tech support which I have done and as the problem is not on my system or my line they cannot offer any help. I have also used the remote assistance and did get a rep with some intelligence, I explain my problem and gave him the ip address where it showed the blockage he agreed I was right but,, the reply I got was because they are not a dedicated gaming isp they cannot/won't give any help ???
He did however give me a site address where I could track down a email address for AT&T but as I'm not a customer of theirs they've just ignored me, I have tried both so called tech support and the laughable customer support which winds me up by saying it is a tech supprt issue and I need to speak to them etc etc. All I'm asking for is them as a company to contact AT&T and explain this issure to them in the hope that they will issue a fix and sort it! that's not much to ask surely? as I've been a long standing customer you'd think I would be able to get a simpe problem solved but no! IO just spend months going round in circles.
At the moment I've no idea what else I can do and, for now, I've cancelled my subs to soe as it is now unplayable because of this problem. sorry for the rant but I'm highly peeved at this present moment in time and just wondered if anyone had any further ideas I could try out. by the way I use a billion router which works fine with this soe game other than the heavt packet loss and high pings and have already tried power cyclying it to no avail! I just wondered if there was any other number I could call to try and get this sorted as virginmedia's customer support is a total joke!
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