Virgin 2mb Broadband (Virgin.net Broadband)

Member Name: Jingodan

Product:	Virgin.net Broadband
Date:	15/07/08 (108 review reads)
Rating:

Advantages: Well priced, Consistent speed, good packages

Disadvantages: Poor Customer Service.

As a broadband user who needs to access the internet at two seperate addresses, i've tasted both the packages of AOL Broadband (which i've praised in another review) and also Virgin Broadband too.

I've been using Virgin Broadband 2mb for almost 12 months now and despite initial issues with their customer service and installation, as a broadband package, its definately up there with the best.

To sum up my review, i've broken it down into categories.

Customer Service & Installation:

Installation of Virgin Broadband will normally cost around £30. This can vary though, i've known friends to get it cheaper and occasionally Virgin will do promotional installation offers too.

When you order Broadband, the customer service advisors will give you a time of when to expect the installation engineer and book that time for you on agreement.

Overall i've suffered indifferent aspects to Virgins Customer Service. Ordering was fine, complaining and resolving an issue on the installation side of things was terrible, but the technical help was excellent!

When my broadband was first installed, the engineer turned up (35 minutes late), and despite spending plenty of time installing the modem, wiring etc, what he failed to do was fit the correct cable to my Pc. So I was left "half connected".....

Now, perhaps this is a lesson learnt for me, from being nieve. Once the engineer had finished connecting the modem upto my cable line, he asked me if i wanted the computer switched on. Because i was already pressed for time (from him being late) i refused, trusted his advice and installation. He did show me the "green lights" flashing on the modem to signal a connection to the network, so i left it at that, and looked forward to my Broadband experience a few hours later.

As he left, the engineer told me "all you need to do, is plug the blue cable in the back of the computer, next to your old modem connection, switch on and away you go"

Hours later, i followed his advice, only to find the cable he fitted was an "ethernet cable" and my computer being old at the time was only compatible with a USB cable connection. Annoying considering i saw him fiddling around at the back of my Pc tower.

What made it even more baffling was the drivers disc he left for me, was only to be used for installing Broadband with a USB cable connection, yet he used an "Ethernet cable" to connect to my machine (told you it was baffling)

Luckily for me, this episode was cured because of my knowledge of computers and what needed to be done, to solve this issue. However, if it had been someone else in my shoes with lesser knowledge, i think it would of caused more anger, stress and frustration.

After contacting customer services who were equally as "half helpful" such as their "half installation engineer" i managed to resolve the issue. I was informed they were totally out of stock of USB cables!! and i'd have to buy one or wait around a week for one to be despatched!

Totally not amused by this i agreed i'd go out and buy one. Virgin very kindly deducted £10 from my first bill to cover the cost, which without doubt was the least i expected......

Broadband Package:

On the plus side though i'd have to say, i'm very impressed overall with the actual broadband package itself. Speed wise i'm fortunate enough that i'm actually getting slightly over my agreed package deal. My 2mb package more often than not averages a speed of just over 2.2mb and occasionally clocks upto 2.5mb!

Now these figures to most people are probably the finer details that can be insignificant. However in reality with the debate about broadband providers not delivering the packages they are selling at this moment in time, its good to know that your getting exactly what you pay for.

Occasionally i do suffer the odd drop out (dip or loss in connection), but its forgivable as these happen rarely, although when they do its frustrating.

Check your speed - : http://www.mybroadbandspeed.co.uk/


Software & Technical Support:

Virgin Broadband unlike some other Broadband providers, don't have any additional software that you need to run, in order to connect online. You may need to install drivers with the accompanied disc your provided with, but thats dependant on the version of the operating system your using.

So in one sense having no connection software takes the drain off your computers resources, but on the flipside you have to also be aware, that your always connected to the internet, unless your computer and modem is totally switched off.

The technical support is good, i've only had to call them once, but they were polite, helpful and dealt with the problem straight away.

Overall:

Currently from around £4.50 a month (Promotional 2mb Package), Virgin offers the fibre Optic Broadband experience and they have packages to suit all needs (upto 20mb), with no current download limits either. I'd have to say, once your up and running, you'll be happy and content.

*I would advise after my experience that you ensure you see your broadband connection fully working, before the engineer leaves. If you need to call Customer Service, be prepared, as it may be a frustrating experience.

Summary: Expect teething issues, but expect a decent delivered broadband speed.