ubr01.camd.blueyonder.co.uk is not being upgraded - Page 2

24-11-2008, 21:23

According to what I have seen is the UBR has had the work done already in this month contact support via the newsgroups and see what they say as they can confirm what I have said

john coley · 24-11-2008, 21:50

Hi. If it's been upgraded, besides there being no difference neither my retentions contact, the text of whose email, received this afternoon I've pasted below knows, nor a tech support manager I was speaking with at five o'clock. I've emailed her to ask her to check. Have you any idea when it's supposed to have been done?
John.
Hi John,

I appreciate it's frustrating when you're just waiting for other people to get information for you. I do have some conclusive information now, however, I'm afraid it isn't good.

I've been advised that the UBR your modem is connected to is infact not on the agenda for being upgraded this year. Further to that, there are no current plans to upgrade it next year either. Although, this is not to say it won't happen, only that plans do not exist to do it at this present moment.

BenMcr · 24-11-2008, 22:28

If ubr01 means what I think it means then the relief work should have been done a couple of weeks ago.

There are a few connections in Camden that have no date, but that is more likely that they have only just become oversubscribed.

john coley · 24-11-2008, 23:24

Hi Ben, I've just been onto tech support. I asked about the ubr upgrade and he said that the date I'd been given of 10th November was probably just a placeholder. He said that my channel snr, which is 18 should be a lot higher. He got onto second line who are going hopefully to sort it. As far as the ubr upgrade goes he couldn't say when it may happen, but said perhaps early next year. Maybe when they've done that it'll make a difference.
Thanks again,
John.

chickendippers · 25-11-2008, 01:01

Quote:

Originally Posted by john coley

He got onto second line who are going hopefully to sort it.

That's the typical BS they use to get you off the line, I've had that used loads of times and never received the promised call back. Only way I've found is to use the virginmedia.support.broadband.cable newsgroup.

john coley · 25-11-2008, 02:50

Thanks. I'll check it out.
John.

Welshchris · 26-11-2008, 22:28

i had same prob in the UBR in the area i used to live in Problem started in Nov 07 and was finally fixed in April 2008 after multiple complaints to ISPA.

I was on 20mb and was getting 3.9mb max.

john coley · 26-11-2008, 22:59

Hi Chris, I've entered another complaint. This time tech support did it for me, so were able to include a lot of technical detail. I followed that up with an email to a manager in CEO. They have to remember that a contract isn't unilateral. They have an obligation to ensure that their equipment is properly maintained and up to standard, and that it is able to provide the service they are charging for. It's disgusting that a company can get away with what, in effect is dishonest trading.
John.

broadbandking · 27-11-2008, 10:48

Thats contracts for you and there is a upto clause that you have to be aware of, its not right but it happens and until regs get involved then your stuck with it

john coley · 27-11-2008, 11:28

Hi, thanks for replying. Legally "up to" only refers to the inevitable fluctuations of the internet. It doesn't allow an ISP to fail in their duty to update and maintain their equipment. It only refers to things outside their control. Also, if they wished to rely on that it would only at best apply to the nearest tier above. For instance, if an isp had a 2 meg, a 10 meg and a 20 meg and the customer was getting 15 megs on a 20 meg package that would be reasonable, but if they were only getting 3 megs it wouldn't. Only if the customer were on a 4 meg package and getting 3 would that be reasonable.
John.

broadbandking · 27-11-2008, 11:32

Quote:

Originally Posted by john coley

Hi, thanks for replying. Legally "up to" only refers to the inevitable fluctuations of the internet. It doesn't allow an ISP to fail in their duty to update and maintain their equipment. It only refers to things outside their control. Also, if they wished to rely on that it would only at best apply to the nearest tier above. For instance, if an isp had a 2 meg, a 10 meg and a 20 meg and the customer was getting 15 megs on a 20 meg package that would be reasonable, but if they were only getting 3 megs it wouldn't. Only if the customer were on a 4 meg package and getting 3 would that be reasonable.
John.

It also does state in the contract that speed are depentant on capcity and contention so the upto clause can be used however they want as they dont give you a idea of the speed that you will always get they just say upto

john coley · 27-11-2008, 12:03

That is only the case if their equipment is up to standard. Were they using equipment designed to take the required throughput would those factors come into play. Their only course, should they want to avoid their responsibilities in that regard would be to take actual speeds out of the equation, for instance just say "whatever is available in your area". Of course, were they to do that people would vote with their feet and go to an isp who quoted an actual figure. As it stands they must ensure that their equipment is commensurate with the required throughput.
Further to this your argument only holds any water at best if there is no fault. Where there is an acknowledged fault the provider has a duty to repair that fault. If that involves upgrading their equipment that they must do.
John.

BenMcr · 27-11-2008, 12:13

And as I said earlier, according to the information I saw, the upgrades were/are scheduled in for November.

Network planning isn't as straightforward as it seems. There has to be a trade off between cost and capacity. Sometimes this means they have be reactive to oversubscription rather than proactive

broadbandking · 27-11-2008, 12:50

Quote:

Originally Posted by BenMcr

And as I said earlier, according to the information I saw, the upgrades were/are scheduled in for November.

Network planning isn't as straightforward as it seems. There has to be a trade off between cost and capacity. Sometimes this means they have be reactive to oversubscription rather than proactive

You can understand why the customer is annoyed tho I have same issue with my UBR well thats what support said

BenMcr · 27-11-2008, 12:53

I'm not saying I can't understand the frustration, I do.

But to say that Virgin aren't using to correct equipment is not accurate.