V-Box interrupting broadband - Page 2

beatmywood@hotma · 02-07-2008, 20:44

if im understanding this situation the lady had broadband with a wireless connection to her laptop first and then had a digi box added later and thats when the trouble started?

Q- does the light on the far right of the v/m modem start blinking when she looses her connection?
Q- when the internet connection is lost is the digi box still working or does the pictures go all blocky

oh and a call out for a fault is normally free but on some occasions they may charge a max of Â£25

whydoIneedatech · 02-07-2008, 20:45

Quote:

Originally Posted by sstainer

maybe goto http://192.168.100.1/CmEventLog.asp via her broadband and see if it shows any errors [messages?] maybe also looking at the other pages down up etc

as test maybe try the connection without router for 24hrs see if it behaves near normal? this you could advise next time she or you phone

Be careful of reading modem logs, because what happens when you reboot your modem is that every single update for that modem is received at the same time giving you those worrying logs.

My modem is a Motorola and if I look in my logs I will find some with the Date stamp of 1970 and we did not have broadband then.

chickendippers · 02-07-2008, 21:47

Just plug the computer directly into the cable modem and forget about the router when your customer next calls technical support, that way they can't blame it on the router and may actually have to fix it.

jaycee · 03-07-2008, 06:06

Here's a sure fire solution. Ring cancellations, ask to cancel. When they ask why, you say "because since I had your TV service installed, my internet wont work and your tech support refuse to send anyone out"

You'll have an engineer out before you know it.

snadge · 03-07-2008, 12:17

UPDATE: lastnight she couldnt get on AT ALL with JUST THE MODEM CONNECTED - she tried reboot after reboot and wouldnt work - she was gunna ring Virgin last i heard last night

so that PROVES i was right and they were wrong... they said is the wireless router and to ring linksys - i said its thier V-BOX or configuration of IT or settings at their end and they denied it - two engineers said things that contradicted each other....

so I will ring her after work tonight and see whats what

thanks guys

EDIT: SORRY if i sounded snappy in this thread - just Virgin were basically saying its my fault cos my setup is failing hehe when ive just proved them wrong...worked fine until the V-BOX was installed and its the MODEM thats going off = THEIR FAULT!!!

lordy · 03-07-2008, 14:45

It would be nice if when this happens she simply unplugs the vbox to see what happens. Also dont forget the lights !

piggy · 03-07-2008, 14:49

Quote:

Originally Posted by whydoIneedatech

All EX-NTL and EX-Telewest no longer support new STB installs for Internet as I have stated above as they are not worth the hassle, you have a fault you get 2 new devices plus your shiny new modem is 20Mb capable unlike your STB max speed if Samsung 6Mb.

off topic but your wrong if the stb is faulty and has bb on it gets replaced with another stb not stb and sacm

snadge · 03-07-2008, 14:56

continued from above......

just been on fone to her and whilst just connected to the modem it STILL goes off and reboot fixes it... ALSO she told me that she didnt get a free modem , she doesnt know why? when she bought the computer she said to the assistant she was gunna get broadband so he told her she would need a modem AND wifi router @ the cost of Â£200 with security software...RIP...(he would have known that she'd get a free modem from virgin) but it sounds like when she signed up she told them she had one so they just sent her a splitter box and cables and she PAID someone to fit them for her (NOT A VIRGIN ENGINEER) she says they never gave her a date for an engineer to come and install the broadband??? (she had Virgin TV beforehand - she got it thru telewest 8 years prior).... THEY SAY COS THE MODEM IS NOT THEIRS THEY CANT HELP ANY FURTHER AND TO RING LINKSYS ...?!?!?! (its not the router you idiots @ virgin support)

............THE STORY SO FAR.......
so it boils down to this:
8 years ago she gets telewest TV a Telewest Engineer installed cable TV...
then when Virgin tookover she bought a laptop (and modem and router) and ordered Vrigin Broadband.. they sent her JUST the Splitter box and some cables - she paid someone to install it.... all is fine then she has problems - thats when i come in - the software on her PC is blocking her connection s I remove it all (I fix PC's for a living) and ensure her wifi is ok - all is fine, she then orders a V-BOX from virgin... the engineer comes installs , makes a fone call to actibate it and leaves - he doesnt check it all over to see if splitter is connected properley or if broadband is working - when she goes to use it broadband is off - they say its the wireless TWICE - so she removes the wifi router and its still going off - they now say cos its not their modem they cant help... and the problem is the router - sheesh how crappy is Virgin support...

the modem is WEBSTAR EPC2100 R2-Series and the light are:-
PC (flashing)
CABLE (on)
Recieve/Send (off)
POWER (on)
she cant get on....unless she reboots

WHAT CAN WE/I DO.....???

thanks
what can I do

EDIT: also she says that the she cant remember the send/recieve lights ever flashing???

piggy · 03-07-2008, 15:49

@snadge

tell your friend to be polite but firm, the facts are everything was ok the v+ was installed and now the internet is intermittent get a service call booked to check the new install also the modem if faulty will be changed foc

snadge · 03-07-2008, 16:44

she has been on fone to them 3 times - they say cos the modem is not theirs they cant/wont help ?>????? the post above explains the situation... i will txt her now and tell her to also ask if she can book a service call...they will probably charge her cos the modems not hers...

ive told her to ring em and ask:-
1) why didnt she get a VIRGIN modem when she signed up??

---------- Post added at 17:44 ---------- Previous post was at 17:31 ----------

ALL SORTED.....

I was right all along - it was the V-BOX interrupting the broadband - the 4th engineer said everything the others told her was absolute rubbish and that the modem IS virgins as she got it from them (she assumed she didnt cos they said it wasnt their modem) and they should of and could have easily fixed the problem....

he also says Virgin should have arranged an installation of the broadband aswell for free when she signed up so ive told her to write a letter of complaint to them demanding something to be done about it...!!!!

thanks for all your help and advice guys i really appreciate it...cheers

ceedee · 03-07-2008, 16:46

Quote:

Originally Posted by snadge

she has been on fone to them 3 times - they say cos the modem is not theirs they cant/wont help ?>????? the post above explains the situation... i will txt her now and tell her to also ask if she can book a service call...they will probably charge her cos the modems not hers...

ive told her to ring em and ask:-
1) why didnt she get a VIRGIN modem when she signed up??

The cable modem is VirginMedia's -- the router belongs to your friend.

Maybe your friend wasn't offered a free router because she was signing up for 2Mb/s (called "M") broadband in which case it would have cost her Â£40.
Maybe (as you alluded to earlier) your friend was offered a free router but turned it down as she already had her own.

sstainer · 03-07-2008, 17:11

Quote:

Originally Posted by snadge

she has been on fone to them 3 times - they say cos the modem is not theirs they cant/wont help ?>????? the post above explains the situation... i will txt her now and tell her to also ask if she can book a service call...they will probably charge her cos the modems not hers...

ive told her to ring em and ask:-
1) why didnt she get a VIRGIN modem when she signed up??

---------- Post added at 17:44 ---------- Previous post was at 17:31 ----------

ALL SORTED.....

I was right all along - it was the V-BOX interrupting the broadband - the 4th engineer said everything the others told her was absolute rubbish and that the modem IS virgins as she got it from them (she assumed she didnt cos they said it wasnt their modem) and they should of and could have easily fixed the problem....

he also says Virgin should have arranged an installation of the broadband aswell for free when she signed up so ive told her to write a letter of complaint to them demanding something to be done about it...!!!!

thanks for all your help and advice guys i really appreciate it...cheers

deffo write & complain suggest send the letter to the swansea office ushally its written on back of the bills
if not here it is

Customer Concern
PO BOX 333
Virginmedia
Matrix Court
Swansea
SA7 9BB

might be corrected it i got it wrong?
i have in past sent a letter to the hook HQ office soon got noticed

lordy · 03-07-2008, 22:20

Also, when she speaks to support it may be wise NOT to mention that she paid a 3rd party to install. It actually weakens her case in the eyes of the help desk assistant/support technician. Support will latch on to anything out of the norm to exhibit slippery shoulder syndrome

NTL or Telewest gave her the equipment and set it up. End of

whydoIneedatech · 04-07-2008, 05:39

Quote:

Originally Posted by lordy

Also, when she speaks to support it may be wise NOT to mention that she paid a 3rd party to install. It actually weakens her case in the eyes of the help desk assistant/support technician. Support will latch on to anything out of the norm to exhibit slippery shoulder syndrome

NTL or Telewest gave her the equipment and set it up. End of

If anyone rang up and spoke to me and said they had someone setup their system for them, I would not have a problem with that, as it is better to have someone with a bit of knowledge help you setup your broadband rather than spend hours looking glumly at your installation wondering what to do next.

It can be quite helpful if the installer is their and they then pass the phone to them for me to speak to.

colin-bennett · 04-07-2008, 08:14

Quote:

Originally Posted by whydoIneedatech

All EX-NTL and EX-Telewest no longer support new STB installs for Internet as I have stated above as they are not worth the hassle, you have a fault you get 2 new devices plus your shiny new modem is 20Mb capable unlike your STB max speed if Samsung 6Mb.

If the cust has STB fault tech will not take sacm. They will change STB. If they have problems with the BBI being provisioned with the new STB then a QS sacm is sent out. If BBI thru STB still ok then no sacm is ordered.