Shocking service for months L18

[pigmoth]

Originally Posted by Digital Fanatic

Only P1 and above for loss of service is posted to the Service Status Pages. Plus P2 for platform issues, such as email problems.

This ticket is for degraded service, so doesn't qualify for posting. HTH

I could argue that my service is sufficiently degraded to be considered loss of service, but I suppose that wouldnt get me anywhere

Thanks.

[Digital Fanatic]

Originally Posted by pigmoth

I could argue that my service is sufficiently degraded to be considered loss of service, but I suppose that wouldnt get me anywhere

Thanks.

I know what you mean..

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...

I have checked your local network and can see that there is a upstream
issue on your UBR that has been passed to our network team to deal with.
The latest information we have is that a fix date should be issued
later this week for this. The reference for this issue is F001150576.


--

Kind Regards
Lee Grant
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank

here's hoping it all goes to plan hey

[pigmoth]

Originally Posted by Digital Fanatic

I know what you mean..

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...




here's hoping it all goes to plan hey

Here's hoping indeed! Thanks for your help.

David.

[Nanor]

Originally Posted by Digital Fanatic

I know what you mean..

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...


here's hoping it all goes to plan hey

Thanks again for you help and thanks for the info.

Have you any idea on what timeframe is involved between a date being set for the work and the work actually being carried out?

I'm relieved to see that that some action is being taken at last but am concerned that after three months it will still take some time to be actually resolved. I hardly use the internet at the moment, not because I don't want to, simply because it's so infuriating to try and do even the most basic of online tasks!

[Digital Fanatic]

Originally Posted by Nanor

Thanks again for you help and thanks for the info.

Have you any idea on what timeframe is involved between a date being set for the work and the work actually being carried out?

I'm relieved to see that that some action is being taken at last but am concerned that after three months it will still take some time to be actually resolved. I hardly use the internet at the moment, not because I don't want to, simply because it's so infuriating to try and do even the most basic of online tasks!

I'd be guessing at this stage and I wouldn't want to give you any false information... I'll post as soon as I see a date for you guys.

[DeepPan]

Same problem here in L18. I'm on a 20mb connection but maximum I have been getting - sporadically - has been 3mb. Uploading to my website via FTP is impossible before 3am and working from home is a non-starter. Using speedtest.net I'm getting between 0.01 and 0.04 on upload.

At the moment my internet is verging on useless. I have had to use a dialup modem to send files to work and that was faster than broadband...

Everything was more or less fine up until about a week and a half, VM support have been helpful and mentioned there was high utilization in the area. I asked them why the issue wasn't on the website to which the response was "we don't always put all the issues on the website". What is the point of a status page?

Hope this is all resolved too or I will have to change isp - which I really do not want to do having been on virgin/cableinet/blueyonder for 10 years and not had any problems until now.

Deep.

[Digital Fanatic]

Originally Posted by DeepPan

Same problem here in L18. I'm on a 20mb connection but maximum I have been getting - sporadically - has been 3mb. Uploading to my website via FTP is impossible before 3am and working from home is a non-starter. Using speedtest.net I'm getting between 0.01 and 0.04 on upload.

At the moment my internet is verging on useless. I have had to use a dialup modem to send files to work and that was faster than broadband...

Everything was more or less fine up until about a week and a half, VM support have been helpful and mentioned there was high utilization in the area. I asked them why the issue wasn't on the website to which the response was "we don't always put all the issues on the website". What is the point of a status page?
Hope this is all resolved too or I will have to change isp - which I really do not want to do having been on virgin/cableinet/blueyonder for 10 years and not had any problems until now.

Deep.

Please see my earlier responce to that question. post #30

[pigmoth]

Just had my daily phone conversation with Virgin broadband technical support and I feel like stabbing my eyes out!

The past few times I have rung they havent been able to check the timescale because they "cant get on the right system". ha, good job you are here Digital Fanatic!

I know its pointless ringing them and you're keeping us updated, but I find it theraputic to vent my frustration every morning. If only they could give me useful information!

[Digital Fanatic]

Originally Posted by pigmoth

Just had my daily phone conversation with Virgin broadband technical support and I feel like stabbing my eyes out!

The past few times I have rung they havent been able to check the timescale because they "cant get on the right system". ha, good job you are here Digital Fanatic!

I know its pointless ringing them and you're keeping us updated, but I find it theraputic to vent my frustration every morning. If only they could give me useful information!

To be fair, there has been an internal failure on the fault ticketing system, so they had no access to get any update for the last couple of days at certain points in the day... all ok now though

[pigmoth]

Hi Nanor,

I've been told this morning, that the resolution for our problem has been given a timescale of 6-8 days. This would be good news, if it wasnt for the fact that the person on the phone qualified this timescale by saying I shouldnt trust it and that he's seen issues like this drag on! Woo!!

David

[Nanor]

Originally Posted by pigmoth

Hi Nanor,

I've been told this morning, that the resolution for our problem has been given a timescale of 6-8 days. This would be good news, if it wasnt for the fact that the person on the phone qualified this timescale by saying I shouldnt trust it and that he's seen issues like this drag on! Woo!!

David

I'll be on to newsgroup support tonight again. Making a point of going on every few days to let them know that this problem is not going away.

If it is to be fixed within the next week or so I'll be happy provided this is a permanent fix. I've stopped using the internet at home due to the ongoing issues and only go online to test the connection and report back to support (which is a problem in itself as even posting a basic message is hit and miss)! I may be living in the clouds but they can't really let this drag on much longer, it's affecting too many people and has been going on for far too long.

Here's living in hope!

[Kai177]

Hi, new to forum was pointed here by a member of VM staff, i been having the same problem too in L15.

i had an appointment too on the 16th of Jan and the kid was totally clueless too, wasn't much help probably the same guy only interested in the match.

i was on phone to virgin media other day, actually got through to a person who seemed to know what he was talking about which was a relief.
anyhow long story short as i'm experiencing all the same problems upload utitlization.

he said the date he sees for a fix should be around mid to late february.

i find this horrible, when i asked if i would get some form of money back on the months i've paid for and received terrible service, he said he doubts it but i'l have to check the ToC, which i did and was unable to find anything that relates to them taking unreasonable amount of time to fix such a major issue. those lawyers sure know how to hide words well.
i really dont virgin should be able to give poor service for this amount of time and for such a large quantity of comsumers without some kind of backlash.
any help with this Digital Fanatic?

But DF seems to have been great help so far

[Digital Fanatic]

Originally Posted by Kai177

Hi, new to forum was pointed here by a member of VM staff, i been having the same problem too in L15.

i had an appointment too on the 16th of Jan and the kid was totally clueless too, wasn't much help probably the same guy only interested in the match.

i was on phone to virgin media other day, actually got through to a person who seemed to know what he was talking about which was a relief.
anyhow long story short as i'm experiencing all the same problems upload utitlization.

he said the date he sees should be around mid to late february.

i find this horrible, when i asked if i would get some form of money back on the months i've paid for and received terrible service, he said he doubts it but i'l have to check the ToC, which i did and was unable to find anything that relates to them taking unreasonable amount of time to fix such a major issue. those lawyers sure know how to hide words well.
i really dont virgin should be able to give poor service for this amount of time and for such a large quantity of comsumers without some kind of backlash.
any help with this Digital Fanatic?

But DF seems to have been great help so far

Hi Kai177,

so long as you have called in or spoke to Tech Support, then you should get some kind of refund once the upgrades are done. HTH

[Kai177]

Thanks DF for prompt reply, much appreachated.

[pigmoth]

Hi DF,

Just wondering if you could confirm there is actually a fix date set for this fault now?

Thanks,
David