Home News Forum Articles
  Welcome back Join CF
You are here You are here: Home | Forum | Loss of Broadband - TS22


You are currently viewing our boards as a guest which gives you limited access to view most of the discussions, articles and other free features. By joining our Virgin Media community you will have full access to all discussions, be able to view and post threads, communicate privately with other members (PM), respond to polls, upload your own images/photos, and access many other special features. Registration is fast, simple and absolutely free so please join our community today.


Welcome to Cable Forum
Go Back   Cable Forum > Virgin Media Services > Virgin Media Internet Service

Loss of Broadband - TS22
Reply
 
Thread Tools
Old 16-04-2012, 19:09   #1
Bob
cf.mega poster
 
Join Date: Jun 2003
Location: Billingham
Age: 28
Services: Sky TV, Broadband & Phone (not my choice!)
Posts: 1,224
Bob has reached the bronze age
Bob has reached the bronze ageBob has reached the bronze age
Send a message via MSN to Bob
Loss of Broadband - TS22

Evening All!

We've been without broadband internet since last Thursday afternoon (TiVO has been OK for a few days, but was iffy). We assumed it was a temporary fault, but it never came back. We called 151 and there were no messages about our postcode but there were for a few nearby postcodes so assumed it was associated. We spoke to friends on our estate and they were all without internet to.

On Friday we noticed an engineer outside and my Dad went to speak to him. Apparently, the headend to which we are attached had a serious failure and a piece of equipment worth £500,000 had stopped functioning and would need replacing. It would be at least four days before we got any internet.

It came on briefly on Saturday but has been off again since then.

As it hadn't come back on today we called service status line and apparently there are no issues in our area. So we rang 151 and spoke to a lady in India who said we could get an 'intermittent' service back in a few days and it wouldn't be working at full speed for a few months!!!

Basically, I was wondering if anyone had any ideas what is actually going on and are the timescales mentioned accurate?

Thanks
Bob is offline   Reply With Quote
Advertisement
Old 16-04-2012, 19:17   #2
philipp
cf.member
 
Join Date: Jan 2006
Location: Teesside
Services: VIP 50
Posts: 89
philipp is an unknown quantity at this point
Re: Loss of Broadband - TS22

Hi Bob,

Headend (ubr) for your area fell over according to the engineer I had on Saturday in TS17 about a fault I am having. He said they where trying to get your ubr back on temporary that day and then fully back up today and it was a big job. Maybe its overran.
philipp is offline   Reply With Quote
Old 16-04-2012, 19:25   #3
Bob
cf.mega poster
 
Join Date: Jun 2003
Location: Billingham
Age: 28
Services: Sky TV, Broadband & Phone (not my choice!)
Posts: 1,224
Bob has reached the bronze age
Bob has reached the bronze ageBob has reached the bronze age
Send a message via MSN to Bob
Re: Loss of Broadband - TS22

That's useful to know. Thanks philipp

It's the total lack of acknowledgement of the problems on the service status line that's annoying!
Bob is offline   Reply With Quote
Old 16-04-2012, 19:31   #4
philipp
cf.member
 
Join Date: Jan 2006
Location: Teesside
Services: VIP 50
Posts: 89
philipp is an unknown quantity at this point
Re: Loss of Broadband - TS22

Bob,

When I was phoning the status line over the weekend to see if any area faults in my area was coming up. (Its been diagnosed now for my fault so hopefully it be resolved shortly) TS22 was mentioned alot so I think its just their left hand not knowing what their right is doing and the message has been taken off by mistake!
philipp is offline   Reply With Quote
Old 17-04-2012, 09:47   #5
StrollerTS22
Inactive
 
Join Date: Apr 2012
Posts: 3
StrollerTS22 is an unknown quantity at this point
Unhappy Re: Loss of Broadband - TS22

Quote:
Originally Posted by philipp View Post
Bob,

When I was phoning the status line over the weekend to see if any area faults in my area was coming up. (Its been diagnosed now for my fault so hopefully it be resolved shortly) TS22 was mentioned alot so I think its just their left hand not knowing what their right is doing and the message has been taken off by mistake!
I've spent the past 5 days trying to get a resolution and closure on the loss of broadband. Have rung virgin numerous times, and each time I get a different answer.
Thursday evening it was “will be resolved by 10.00 pm”
Friday morning it was “will be resolved by 10.00 am”
Saturday, I at least spoke with someone who seemed genuinely aggrieved that the service had been cut off for so long, and he called back (on my mobile as the house phone was intermittent), and conveyed the good news that it would be resolved by 10.00 pm that night.

Sunday – as most of us will now be aware, is a day off for Virgin – wonder why!
However, I finally got thru around 1.00 pm and spoke with another guy. He stated that the job card was closed and the problem had been resolved “at the exchange”, so if my line was still not working it must be at my end (novel thinking I thought – blame the customer!)

Arguably after around 20 minutes of checking we confirmed that the signal was not “locking”, which pointed to the hub. Was then advised the earliest an engineer could come out was Tuesday evening.

On Monday afternoon had another call (on my mobile again, guess the land-line is not too hot at the moment). This was an automated call to say the fault was still in the exchange and the call-out had been cancelled. After several calls back I insisted the engineer attend as agreed to ensure there is no problem at my end.
As of 7.00 am this morning, the system was still down.

It is 2012, not 1912. Internet/Telecoms systems can be interrogated by any number of “specialists” remotely, including sub-supplier vendors. They can run scripts that will check for error codes which identify where the fault lies and recommend action to correct it at the earliest. This is usually a service available 24/7 (unless of course you’re with Virgin who don’t work on Sundays!).

So, for over 5 days I’ve been given conflicting information, usually wrong, and feel I’ve been misled and played-out, to ensure I stay on contract. It seems there is no system or clearing house where the what is really happening can be found. “ Keep em in the dark and feed the on recycled ***” seems to be the guideline in this company.
Yesterday was the final straw. I don’t care what Virgin do now, I will be free of them in 29 days, period!

Can anyone recommend an alternative Broadband provider – what’s the best speed available ??
StrollerTS22 is offline   Reply With Quote
Old 17-04-2012, 09:48   #6
Bob
cf.mega poster
 
Join Date: Jun 2003
Location: Billingham
Age: 28
Services: Sky TV, Broadband & Phone (not my choice!)
Posts: 1,224
Bob has reached the bronze age
Bob has reached the bronze ageBob has reached the bronze age
Send a message via MSN to Bob
Re: Loss of Broadband - TS22

There is a thread on the VM support forums: http://community.virginmedia.com/t5/...a/td-p/1150311

There has been no response to the problem from any staff there either. There could be another thread of course, but I'll have to keep digging...
Bob is offline   Reply With Quote
Old 17-04-2012, 11:05   #7
StrollerTS22
Inactive
 
Join Date: Apr 2012
Posts: 3
StrollerTS22 is an unknown quantity at this point
Thumbs down Re: Loss of Broadband - TS22

Quote:
Originally Posted by Bob View Post
There is a thread on the VM support forums: http://community.virginmedia.com/t5/...a/td-p/1150311

There has been no response to the problem from any staff there either. There could be another thread of course, but I'll have to keep digging...
Morning Bob, Will keep any eye on the other page to see what develops.

The issue of response, lack-off, or smoke screen is what really riles me.

Every time I call Virgin media I get a different answer, I don’t fault the kids on the other end I get the impression they are just reading from a promt screen.
There must be someone in the ‘team’ who know what the status is, and I’d rather be told truthfully that they haven’t yet figured out the problem, and cannot advise when the problem will be fixed, than be fed a line of crock in the mis-guided belief it will keep the customer happy.

If Virgin are reading this – how about an honest update!
StrollerTS22 is offline   Reply With Quote
Old 17-04-2012, 11:38   #8
Bob
cf.mega poster
 
Join Date: Jun 2003
Location: Billingham
Age: 28
Services: Sky TV, Broadband & Phone (not my choice!)
Posts: 1,224
Bob has reached the bronze age
Bob has reached the bronze ageBob has reached the bronze age
Send a message via MSN to Bob
Re: Loss of Broadband - TS22

Exactly. I accept that faults do occur from time to time, but would prefer to be kept up to date rather than be kept in the dark.

I'm not entirely sure how many people this is affecting, but I suspect the entire Wolviston Court estate at the very least.
Bob is offline   Reply With Quote
Old 17-04-2012, 11:54   #9
philipp
cf.member
 
Join Date: Jan 2006
Location: Teesside
Services: VIP 50
Posts: 89
philipp is an unknown quantity at this point
Re: Loss of Broadband - TS22

Does anything come up if you log into my.virginmedia.com service status page? I find it strange it wouldn't if everyone is down in that ubr.
philipp is offline   Reply With Quote
Old 17-04-2012, 16:50   #10
Bob
cf.mega poster
 
Join Date: Jun 2003
Location: Billingham
Age: 28
Services: Sky TV, Broadband & Phone (not my choice!)
Posts: 1,224
Bob has reached the bronze age
Bob has reached the bronze ageBob has reached the bronze age
Send a message via MSN to Bob
Re: Loss of Broadband - TS22

Nothing at all.

Anyhow, looks like we have some form of internet connection. Seems to be running around the 20MB mark. I suppose it's a start!
Bob is offline   Reply With Quote
Old 17-04-2012, 17:23   #11
mike24
cf.addict
 
mike24's Avatar
 
Join Date: May 2005
Location: Southsea
Services: super hub 30Mbps Tv, phone
Posts: 136
mike24 will become famous soon enoughmike24 will become famous soon enoughmike24 will become famous soon enough
Talking Re: Loss of Broadband - TS22

Quote:
Originally Posted by philipp View Post
Does anything come up if you log into my.virginmedia.com service status page? I find it strange it wouldn't if everyone is down in that ubr.
Unspecified Bit Rate (UBR)
The UBR service category also is similar to nrt-VBR, because it is used for connections that transport variable bit rate traffic for which there is no reliance on time synchronization between the traffic source and destination. However, unlike ABR, there are no flow-control mechanisms to dynamically adjust the amount of bandwidth available to the user. UBR generally is used for applications that are very tolerant of delay and cell loss. UBR has enjoyed success in the Internet LAN and WAN environments for store-and-forward traffic, such as file-transfers and e-mail. Similar to the way in which upper-layer protocols react to ABR’s traffic-control mechanisms, TCP/IP and other LAN-based traffic protocols can modify their transmission behaviour in response to latency or cell loss in the ATM network.
This means it's down to VM to fix not the user
michael
mike24 is offline   Reply With Quote
Old 17-04-2012, 17:24   #12
StrollerTS22
Inactive
 
Join Date: Apr 2012
Posts: 3
StrollerTS22 is an unknown quantity at this point
Re: Loss of Broadband - TS22

Quote:
Originally Posted by Bob View Post
Nothing at all.

Anyhow, looks like we have some form of internet connection. Seems to be running around the 20MB mark. I suppose it's a start!
Well it seems theinternet is back up and running (for now).
shall we have a sweep - first prize goes to who predicts;
a. When it crashes again
b. How fast/slow it is tomorrow
c. Reasons given by Virgin media as to why its not working again!

My guess;
a. Tonight, 8.15 pm
b. 2 Mb
c. Flood (40 days and 40 nights!)
StrollerTS22 is offline   Reply With Quote
Reply


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Google Search




All times are GMT +1. The time now is 14:24.


Server: titan.cableforum.co.uk
Powered by vBulletin® Version 3.8.9 Beta 1
Copyright ©2000 - 2014, vBulletin Solutions, Inc.


SEO by vBSEO 3.3.2