Checky
15-06-2007, 11:52
Hi There,
After a about 2 weeks of constant internet problems due to Virgin updating the software last night an engineer came out, didnt really look at anything, checked the signal strength and just changed the box for a new Samsung one. Ok i thought now should get a decent connection and all problems solved. The engineer turned around and said the internet should come through in about half an hour and that i would have to put in the pid again. Ok i thought, seems a normal thing, as i suspected that the config file would needed to be downloaded. Half an hour came and no connection, so on the phone to Virgin i go. Basically the problem was that there was no QOS file just said (no-bia.cm) in the area next to QOS. The first woman said she knew what was up and that she would try and fix it. After it seems she couldnt do she turned around and said that the account wasnt in balance. (whatever that means) and tried to fob me off with a cable modem being sent out to me, after some arguing as to the point that i need the connection i agreed, to be told that an active direct debit would have to be set up or she can put me through to Television faults as she said it was there problem. So off to television faults i was sent, to be sent to another department, who checked the account, said it was all fine and that it was just a case of the cable configuration file being sent to the set top box. So was transferred to im guessing a broadband faults place again, where they proceeded to have me take apart my network, even after telling them on no less than 8 times that it was the QOS file that was missing and i needed that sending to my set top box. After more than an hour on the phone to this woman and her not listening to me telling her the problem, she eventually turned around and said there was a fault with the server sending out the cable config file. At this point i had asked to speak to a manager or 2nd level support as it was obvious she was just reading from a script and i had had enough of her telling me it was a fault with the pc/network. This manager first told me it was a fault with the server and then told me that the box takes 24 hours to receive the cable modem config file. Which then caused an arguement to the case of well what is it? She then said she would gaurentee that my connection would be back in 24 hours to which i took her name and was left with no connection full stop.
Before the box switch the connection was running the best it had in the last 2 weeks.
Basically im wondering on what the actual truth is in this situation? how long it is gonna take to get fixed? If there was actually a fault with the server sending the .cm file or if i have just been fobbed off after a 2 hour phone call.
Post code is M32
Samsung Set top box.
At the moment i aint at home and wont be back til 6pm this evening, but after checking this morning still had no joy or QOS file.
Regards and thanks anyone that can help
Checky
Ps .. if anymore details are needed, please dont hesitate to ask
---------- Post added at 11:52 ---------- Previous post was at 11:49 ----------
After reading the above again it sounds like i was on a bit of a rant, wasnt meant to sound like that just got to me abit annoyed not being able to connect specially when i was able to before the engineer came out
To add to the above if anyone can get this fixed for me then i would be extremely grateful.
Regards
Checky
After a about 2 weeks of constant internet problems due to Virgin updating the software last night an engineer came out, didnt really look at anything, checked the signal strength and just changed the box for a new Samsung one. Ok i thought now should get a decent connection and all problems solved. The engineer turned around and said the internet should come through in about half an hour and that i would have to put in the pid again. Ok i thought, seems a normal thing, as i suspected that the config file would needed to be downloaded. Half an hour came and no connection, so on the phone to Virgin i go. Basically the problem was that there was no QOS file just said (no-bia.cm) in the area next to QOS. The first woman said she knew what was up and that she would try and fix it. After it seems she couldnt do she turned around and said that the account wasnt in balance. (whatever that means) and tried to fob me off with a cable modem being sent out to me, after some arguing as to the point that i need the connection i agreed, to be told that an active direct debit would have to be set up or she can put me through to Television faults as she said it was there problem. So off to television faults i was sent, to be sent to another department, who checked the account, said it was all fine and that it was just a case of the cable configuration file being sent to the set top box. So was transferred to im guessing a broadband faults place again, where they proceeded to have me take apart my network, even after telling them on no less than 8 times that it was the QOS file that was missing and i needed that sending to my set top box. After more than an hour on the phone to this woman and her not listening to me telling her the problem, she eventually turned around and said there was a fault with the server sending out the cable config file. At this point i had asked to speak to a manager or 2nd level support as it was obvious she was just reading from a script and i had had enough of her telling me it was a fault with the pc/network. This manager first told me it was a fault with the server and then told me that the box takes 24 hours to receive the cable modem config file. Which then caused an arguement to the case of well what is it? She then said she would gaurentee that my connection would be back in 24 hours to which i took her name and was left with no connection full stop.
Before the box switch the connection was running the best it had in the last 2 weeks.
Basically im wondering on what the actual truth is in this situation? how long it is gonna take to get fixed? If there was actually a fault with the server sending the .cm file or if i have just been fobbed off after a 2 hour phone call.
Post code is M32
Samsung Set top box.
At the moment i aint at home and wont be back til 6pm this evening, but after checking this morning still had no joy or QOS file.
Regards and thanks anyone that can help
Checky
Ps .. if anymore details are needed, please dont hesitate to ask
---------- Post added at 11:52 ---------- Previous post was at 11:49 ----------
After reading the above again it sounds like i was on a bit of a rant, wasnt meant to sound like that just got to me abit annoyed not being able to connect specially when i was able to before the engineer came out
To add to the above if anyone can get this fixed for me then i would be extremely grateful.
Regards
Checky