ADSL snag catches Virgin.net

Compensation offered

By Tim Richardson • Get more from this author

Posted in Telecoms, 5th November 2003 14:03 GMT

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Virgin.net said it will consider compensating punters who've suffered a spluttering broadband service in the last four weeks. The problem has since been identified as dud routers.

Last month, the ISP announced it was aware of a "performance-related issue" affecting its broadband customers and explained that it was carrying out work to identify the cause of the problem.

The ISP estimates that between ten and 15 per cent of its 30,000 or so ADSL punters has been hit by the problem which has resulted in a slow service and lost connections. The ISP has also seen a "significant" increase in complaints because of the issue.

Some punters are so hacked off they're threatening to ditch Virgin.net. One, who contacted The Register said: "They have been taking our money for no service and not responding to our emails."

However, Virgn.net's MD Alex Dale told The Register that the ISP had already offered compensation to some customers.

He added: "If they [customers] feel they've had inadequate service we will offer compensation."

Although the problem has taken a while to identify, Virgin.net says the work will be completed by 14 November. ®

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