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View Full Version : Little message for the VM team


Greasemark
04-09-2007, 17:32
I have sent this today via webform and reply of email to virgin:

Dear Sir or Madam,

I have been a 'loyal' Customer of cable for a good 5 years, dealt with and spoken to one or two 'techs' whenever tech help was needed. When Blueyonder changed over to Virgin media, I wasn't too concerned, despite my father’s experience with virgin dial up, prepared to give you a chance. However, since the 19th of August of this year, I have had cause to call your helpline more times than I would care to count. Since that date, I have had High latency, packet loss, complete loss of service, denial of service to email servers, particular web pages (including your own virginmedia.com) not being accessible, poor download speeds 90% of the time (a lot of which provide me an upload speed quicker than download speed), red herrings, poor health, storms and general hooligan problems in my particular area. Whilst I realize, I cannot blame you for the obvious latter issues (except maybe my health on stress grounds), I do feel that anything relating to my 'Premium'(ho ho) Internet service, can and should be supported by you. To contact the tech help line is becoming a joke. The staff refuse to read any notes that are pertinent to any previous calls, but instead go for the standard spiel of informing me again how expensive this call is, then proceed to go through the cue card for basic resetting, and then usually end the call blaming my equipment or good old spyware. It's strange how my own knowledge on matters network seems superior to the chaps at the other end of the offshore link.

This cannot go on, I am spending more of my time now restarting equipment and groveling around doing virus scans and spyware checks, tweaking network configurations, restarting routers, modems and PC's and phoning yourselves. It is also costing me a fortune to replace equipment that it could be, buying software to help me in my quest for normal service and phoning your helpline.

I don't suppose you are too concerned about losing anther Customer, but maybe you should revisit your Customer Service Skills with a view to keeping your business going. I’m sure Mr. Branson wouldn’t like all this bad press either.

Now, the technicalities of the problem:

On or around the 19th August 2007, I noticed a complete lack of Internet service on both my Desktop (Windows XP Professional) and my wife’s computer (Vista Premium). Both these computers access the World Wide Network using a Belkin router, (at that time a G+ mimo wireless model) up until that point the network behaved admirably for all computers linked.
My first port of call was the router of course. which I reset, rebooted and cajoled into reproviding (so I thought) the internet experience again. However, the denial of service happened several more times at random intervals. Fair enough, I thought, must be the router on the blink, so I promptly went out and purchased a shiny new Belkin N1 wireless router. Imagine my shock, after a few happy surfing hours, when the denials started again. I cut the router out of the loop, and connected directly to the modem. Service seemed to be fine. Now this initially prompted several calls to Belkin, lots of fiddling with cables and an end result of advice to seek help from My ISP.

As an aside, it was at this point that a helpful Belkin chappy, pointed out that my log showed a ridiculous amount of activity from outside, showing up as network attacks. He did also say that my IP address allocated by my ISP was in an unusual range that may not be fully registered with all International servers and could even be blocked from many. Our theory that we came up with at that time, was that the previous owner of the said IP address may not have been strictly on the up, and that 'some' hackers may even have this ip registered in their database. This concerned me, but did provide me with some additional knowledge about me now being a 'Bogon' (http://en.wikipedia.org/wiki/Bogon_filtering )
On further investigation, I deduced that my ip address had changed on or about the 19th August 2007.

I did contact Virgin over my concerns and my issues, they did do the usual and get me to reset the modem etc, and I did indeed get a form of service again, but this would likely have happened anyway had I not phoned.

Please bear in mind that all computers accessing my Network (My desktop, My Laptop and my wife’s desktop) are regularly cleansed of nasty's and use Norton to protect themselves from the big bad world.

I subsequently received an email from you (well from a Blueyonder contact page) on the 1st of September 2007.
Quote:

Hi there

REFERENCE: 2213105

Thanks for getting in touch with the Virgin Media support team.

Thanks for your patience waiting for us to reply to your email and please accept our sincere apologies for the delay. Rest assured that we are working very hard to answer every customer enquiry, and to ensure that our reply times reduce back to normal as soon as possible.

The issue wasn't with your ip range but rather with the fact that you had two services assigned to your account. Which also had your account as having a second modem running with your current one. It would seem this has caused a IP conflict, the defunct service and modem has been removed from your account and you should have no problems now.

Please advise if you find the case to be otherwise.

If there's anything else we can help with, please let us know.

Kind regards,

***************
Econtact Support Team
Virgin Media
KANA REF:2213105

unquote.

This meant nothing to me, and if anything caused some concern. However, at that time, the access to web pages previously denied was back for access.

Since that period, I have still been experiencing multiple probes from outside (six or seven a minute), poor latency, slow download speeds and random boots from game servers I decide to join (battlefield 2 - I am a clan leader), and all this without the aid of a router. I have tried contacting Tech help today, have been answered twice out of 6 attempts of ringing off the hook for BT default. Both occasions that I have been answered I have been poorly treated, the first occasion the call taker refused to talk to me after I explained the problems again, and merely grunted, the second occasion I was hung up on. I eventually have been through to general Customer Service at Virgin (about 10am this morning) who promised a call back from an engineer. I am still waiting now (16:00)

I demand some 'quality' service for this premium service that I pay for.

There now follows some tests and results which you may find relevant.(attached)

Yours Sincerely
Keith Donachie

Callumpy
04-09-2007, 18:19
Wow! i thought my internet was bad!

Greasemark
04-09-2007, 18:33
Sorry, in case any one here has any bright ideas(eg Mr Ignition) ;) my details.

1)What, specifically, is your issue?:

Poor Connectivity, Random blocks from specific websites eg www.virginmedia.com, www.h2hclan.net and www.thetechguys.com as regularly accessed by myself and the wife. Download speeds less than upload speeds (see above)The inability(which isnt virgin's responsibility I know but I cant help feeling its connected to the probs) for both my wife and I to access our individual email accounts via Outlook 2007 at the same time, if i get there first i keep the connection till router reset.

a) Is there a specific time that this issue is most prevalent?

Nope, pretty much all of the time something is going on.

b) How long has this issue been going on? (days, weeks, months etc)

since 19th August

2) Do you have cable TV? If so, is there any reception degradation?

Dont have

3) Have you contacted customer support about this problem? If so, what did they say?

yes I have several times. reset modem and also see above quote.

4) What troubleshooting steps have you taken to resolve this problem? (aka: if you haven't tried to help yourself, why should *we* help you?)

New router, new network cables, engineering visit to exchange modem, ping monitoring, download monitoring via Dan ellwells BB tester (fully licenced) Disconnecting router, reinstalling windows, lots of phone calls to both Belkin and Virgin. Requesting help at Experts Exchange and now here.

5 Who you are and what you have

Keith Donachie

a) Where in the country are you?

Gillingham, Kent

b) What is your operating system?

Windows XP Pro & Vista Premium

c) What is your home network setup? Provide details.

Belkin N1 Wireless router, Webstar Modem, Main PC (xp) connected via Lan Cable, Wifes PC (Vista) via wireless with a G Mimo usb adaptor, infrequently, laptop with xp via Lan cable, very infrequently psp - :)

d) If you have more than one computer, is the problem occuring on all other machines?

Yes

e) Are you running a firewall of any sort? Have you ever installed one? Did you try to turn it off during troubleshooting?

Yes Norton and router built in, both been turned off to test.

f) Please supply a traceroute from you to www.bbc.co.uk in text format

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Keith Donachie>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.224.126]
over a maximum of 30 hops:

1 9 ms 7 ms 5 ms 10.40.128.1
2 7 ms 8 ms 7 ms 62.31.224.225
3 9 ms 9 ms 10 ms pc-62-30-243-49-bn.blueyonder.co.uk [62.30.243.4
9]
4 9 ms 11 ms 9 ms pc-62-30-243-86-bn.blueyonder.co.uk [62.30.243.8
6]
5 10 ms 9 ms 11 ms 194.117.136.146
6 10 ms 9 ms 9 ms bbc-gw0-linx.prt0.thdoe.bbc.co.uk [195.66.224.10
3]
7 9 ms 9 ms 10 ms 212.58.238.129
8 10 ms 9 ms 9 ms www26.thdo.bbc.co.uk [212.58.224.126]

Trace complete.

C:\Documents and Settings\Keith Donachie>

6) Further Info: If you're posting about:
a) Connectivity issues: Please post a
line test

b) Speed issues: Please post at least one speed test which tests speed in both directions.

Dan Elwell's Broadband Speed Test
Speed Test Report 07/09/04 15:15 - Full test (sch)

Test conducted at: 04/09/2007 15:15:00
Test sequence: Full test

Please note that these results are a snapshot of this particular moment. Run the test a few times to ensure maximum accuracy. Although the test has been constructed to be highly accurate, no guarantees can be made to the level of accuracy experienced in everyday use.

Test 1: Ping times to UK servers

Ideally, you should get a result of around 30 ms (lower is better)

broadbandspeedtest.co.uk: 9 ms
nationalrail.co.uk: 19 ms
mirrorservice.org: 11 ms
mirror.inetc.co.uk: 9.3 ms

The results of this test indicate no problems.

Test 2: Ping times to European servers

Ideally, you should get a result of around 50 ms (lower is better)

mirror.nohup.it: 45.3 ms
apache.belnet.be: 21.5 ms
apache.mirroring.de: 25.5 ms
mir2.ovh.net: 29.5 ms

The results of this test indicate no problems.

Test 3: Ping times to east-coast USA servers

Ideally, you should get a result of around 120 ms (lower is better)

ibiblio.org: 104 ms
apache.mirror.rafal.ca: 89.3 ms
wayne.edu: 125.3 ms
apache.edgescape.com: This test failed due to a server timeout or other error.

The results of this test indicate no problems.

Test 4: Ping times to west-coast USA servers

Ideally, you should get a result of around 160 ms (lower is better)

vancouver.ca: 167 ms
ucla.edu: 155.3 ms
uci.edu: 152.3 ms
vancouver.ca: 157.3 ms

The results of this test indicate no problems.

Test 5: Ping times to east Asia servers

Ideally, you should get a result of around 300 ms (lower is better)

apache.hkmirror.org: 331 ms
jaist.ac.jp: 281 ms
apache.ntu.edu.tw: 288 ms
mirror.tw: 295.5 ms

The results of this test indicate no problems.

Test 6: Ping times to Australian servers

Ideally, you should get a result of around 350 ms (lower is better)

mirror.aarnet.edu.au: 329.8 ms
apache.wildit.net.au: 326 ms
mirror.optus.net: 316.3 ms
mirror.aarnet.edu.au: 330 ms

The results of this test indicate no problems.

Test 7: Ping times to central Asian servers

Ideally, you should get a result of around 300 ms (lower is better)

apache.ntu.edu.tw: 291.7 ms
mirror.tw: 299 ms
apache.cbn.net.id: 365 ms
apache.cbn.net.id: 366.3 ms

The results of this test indicate no problems.

Test 8: Download speeds from UK servers

Ideally, you should get a result of around 20000 Kb/s (higher is better)

mirrors.dedipower.com: 410 Kb/s

This result shows serious problems with your downloads, and should be investigated.

Test 9: Download speeds from European servers

Ideally, you should get a result of around 20000 Kb/s (higher is better)

hosting-studio.de: 319 Kb/s

This result shows serious problems with your downloads, and should be investigated.

Test 10: Download speeds from east-coast USA servers

Ideally, you should get a result of around 20000 Kb/s (higher is better)

apache.mirror.rafal.ca: 170 Kb/s

This result shows serious problems with your downloads, and should be investigated.

Test 11: Upload speeds to the Speed Test Server

Ideally, you should get a result of around 756 Kb/s (higher is better)

broadbandspeedtest.net: This test failed due to a server timeout or other error.

Too many server errors occurred therefore this test is inconclusive.

Test 12: Packet loss en route to a UK server

Ideally, you should get a result of around 0 % (lower is better)

mirrorservice.org: 0 %
mirror.public-internet.co.uk: 0 %

The results of this test indicate no problems.

Test 13: Packet loss en route to a European server

Ideally, you should get a result of around 0 % (lower is better)

apache.mirroring.de: 0 %
mirror.eunet.fi: 0 %

The results of this test indicate no problems.

Test 14: Packet loss en route to an east-coast USA server

Ideally, you should get a result of around 0 % (lower is better)

apache.ziply.com: 0 %
mirror.hiwaay.net: 0 %

The results of this test indicate no problems.

End of testing.

This report was collated using Dan Elwell's Broadband Speed Test. For more information or to download, please visit www.broadbandspeedtest.net.

Generated 04/09/2007 16:09:22 using test version 3.0.316 - registered copy


c) For latency issues please post traceroutes and pings to some major sites in the UK. www.bbc.co.uk,


Tracing route to mirror.inetc.co.uk [85.91.228.104]
over a maximum of 30 hops:

1 7 ms 5 ms 5 ms 10.40.128.1
2 7 ms 7 ms 7 ms 80.195.192.67
3 15 ms 8 ms 8 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 9 ms 9 ms 8 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 8 ms 10 ms 9 ms ge-1-3-0-310.picasso.as34270.net [195.66.227.36]
6 9 ms 9 ms 7 ms ns2.inetc.co.uk [85.91.228.104]

Trace complete.

Tracing route to apache.oss-mirror.org [82.195.151.224]
over a maximum of 30 hops:

1 6 ms 5 ms 5 ms 10.40.128.1
2 6 ms 6 ms 8 ms 62.31.224.225
3 9 ms 10 ms 9 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 8 ms 8 ms 8 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 10 ms 9 ms 10 ms tele2-gw4.telewest.net [194.117.136.197]
6 20 ms 19 ms 20 ms 83.245.126.65
7 21 ms 19 ms 19 ms 82.195.143.3
8 53 ms 20 ms 58 ms 82.195.151.224

Trace complete.

Tracing route to mirror.hiwaay.net [216.180.99.217]
over a maximum of 30 hops:

1 7 ms 6 ms 5 ms 10.40.128.1
2 6 ms 5 ms 6 ms 62.31.224.225
3 8 ms 8 ms 7 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 8 ms 10 ms 10 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 10 ms 8 ms 66 ms bcs1-so-3-0-0.londonlnx.savvis.net [206.24.169.173]
6 99 ms 96 ms 98 ms cr1-pos-0-8-0-0.NewYork.savvis.net [204.70.192.121]
7 98 ms 98 ms 97 ms cr2-bundle-pos1.Washington.savvis.net [204.70.196.138]
8 110 ms 104 ms 103 ms cr1-loopback.ald.savvis.net [208.172.66.70]
9 105 ms 105 ms 104 ms cw-gw.attga.ip.att.net [192.205.32.117]
10 105 ms 105 ms 106 ms tbr2.attga.ip.att.net [12.123.20.206]
11 105 ms 103 ms 104 ms gar2.attga.ip.att.net [12.123.20.13]
12 114 ms 151 ms 177 ms 12.117.136.74
13 115 ms 112 ms 115 ms mirror.hiwaay.net [216.180.99.217]

Trace complete.

Tracing route to amsterdam.cs.utah.edu [155.98.64.86]
over a maximum of 30 hops:

1 92 ms 7 ms 6 ms 10.40.128.1
2 6 ms 6 ms 7 ms 80.195.192.67
3 7 ms 8 ms 8 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 8 ms 8 ms 7 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 9 ms 9 ms 7 ms s254887-1.uklond5-bsn.savvis.net [82.118.94.185]
6 79 ms 293 ms 79 ms cr1-pos-0-8-0-0.NewYork.savvis.net [204.70.192.121]
7 80 ms 79 ms 291 ms cr2-loopback.nyr.savvis.net [206.24.194.71]
8 90 ms 80 ms 80 ms dcr4-so-3-2-0.newyork.savvis.net [204.70.195.98]
9 91 ms 92 ms 177 ms jfk-core-01.inet.qwest.net [205.171.30.53]
10 * 91 ms * ewr-core-01.inet.qwest.net [205.171.17.97]
11 * * 160 ms slc-edge-07.inet.qwest.net [205.171.131.66]
12 162 ms 160 ms 159 ms 67.128.46.190
13 161 ms 171 ms 161 ms 67.128.46.190
14 174 ms 173 ms 172 ms gw-g-bbr-ebca-gige-0-0-4.uen.net [205.124.244.141]
15 * * 174 ms sr-g-dsr-ebca-tge-5-1.uen.net [205.124.244.2]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Tracing route to www.oss.eznetsols.org [202.79.178.97]
over a maximum of 30 hops:

1 16 ms 8 ms 7 ms 10.40.128.1
2 6 ms 7 ms 7 ms 62.31.224.225
3 15 ms 25 ms 25 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 8 ms 8 ms 8 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 8 ms 8 ms 9 ms bcs1-so-1-3-0.Londonlnx.savvis.net [206.24.169.89]
6 22 ms 8 ms 63 ms bcs2-as0-0.Londonlnx.savvis.net [204.70.193.202]
7 16 ms 17 ms 16 ms savvis-peering.Londonlnx.savvis.net [206.24.169.42]
8 16 ms 17 ms 17 ms sl-bb21-lon-3-0.sprintlink.net [213.206.129.152]
9 87 ms 86 ms 96 ms sl-bb21-tuk-8-0-0.sprintlink.net [144.232.9.209]
10 93 ms 94 ms 91 ms sl-bb23-pen-5-0-0.sprintlink.net [144.232.9.185]
11 90 ms 92 ms 91 ms sl-bb20-pen-14-0.sprintlink.net [144.232.16.25]
12 91 ms 91 ms 93 ms sl-bb25-pen-8-0.sprintlink.net [144.232.5.174]
13 161 ms 162 ms 162 ms sl-crs1-stk-0-4-0-3.sprintlink.net [144.232.18.151]
14 163 ms 163 ms 163 ms sl-bb20-sj-2-0.sprintlink.net [144.232.18.150]
15 170 ms 162 ms 162 ms sl-bb25-sj-13-0.sprintlink.net [144.232.3.198]
16 162 ms 161 ms 164 ms sl-bb23-ana-4-0.sprintlink.net [144.232.9.32]
17 163 ms 163 ms 163 ms sl-st26-la-0-0-0.sprintlink.net [144.232.9.22]
18 163 ms 163 ms 162 ms 208.30.205.142
19 164 ms 188 ms 162 ms ge-3-3-0-0.laxow-cr1.ix.singtel.com [203.208.171.25]
20 163 ms 353 ms 343 ms so-2-0-0-0.sngc3-cr2.ix.singtel.com [203.208.172.101]
21 349 ms 350 ms 362 ms ge-0-0-0-0.sngc3-ar1.ix.singtel.com [203.208.172.154]
22 353 ms 343 ms 344 ms xe-0-0-0-0.sngc3-cr1.ix.singtel.com [203.208.183.13]
23 353 ms 341 ms 347 ms 203.208.255.241
24 343 ms 374 ms 379 ms ge-1-91-0.or-core2.ix.eznetsols.com [202.79.176.101]
25 361 ms 355 ms 362 ms ge-0-13-11.or-dist1.ix.eznetsols.com [202.79.176.34]
26 373 ms 340 ms 389 ms ge-1-91-0.or-core2.ix.eznetsols.com [202.79.176.101]
27 361 ms 358 ms 355 ms www.oss.eznetsols.org [202.79.178.97]

Trace complete.

Tracing route to ftp.wicks.co.nz [58.28.96.21]
over a maximum of 30 hops:

1 5 ms 6 ms 7 ms 10.40.128.1
2 6 ms 6 ms 8 ms 80.195.192.67
3 22 ms 47 ms 31 ms pc-62-30-243-69-bn.blueyonder.co.uk [62.30.243.69]
4 8 ms 7 ms 8 ms pc-62-30-243-90-bn.blueyonder.co.uk [62.30.243.90]
5 17 ms 17 ms 26 ms ge-2-0-7.lon11.ip.tiscali.net [213.200.78.37]
6 153 ms 152 ms 154 ms so-0-0-0.lax22.ip.tiscali.net [213.200.80.93]
7 152 ms 152 ms 154 ms asia-netcom-gw.ip.tiscali.net [213.200.84.250]
8 152 ms 153 ms 153 ms gi6-2.gw1.lax1.asianetcom.net [202.147.61.161]
9 288 ms 288 ms 290 ms po6-0.gw1.akl1.asianetcom.net [202.147.61.190]
10 287 ms 288 ms 289 ms WXC-0002.gw1.akl1.asianetcom.net [203.192.166.106]
11 288 ms 287 ms 287 ms ge-0-0-0-akl-core3.wxnz.net [58.28.8.7]
12 289 ms 287 ms 287 ms ftp.wicks.co.nz [58.28.96.21]

Trace complete.

Tracing route to ftp.mirror.tw [60.244.0.245]
over a maximum of 30 hops:

1 8 ms 6 ms 5 ms 10.40.128.1
2 7 ms 7 ms 6 ms 80.195.192.67
3 10 ms 10 ms 9 ms pc-62-30-243-49-bn.blueyonder.co.uk [62.30.243.49]
4 9 ms 10 ms 10 ms pc-62-30-243-86-bn.blueyonder.co.uk [62.30.243.86]
5 10 ms 9 ms 10 ms 194.117.136.146
6 10 ms 10 ms 9 ms peer1.ldn1.flagtel.com [195.66.224.146]
7 78 ms 123 ms 109 ms so-5-2-0.0.cjr01.nyc005.flagtel.com [62.216.128.73]
8 153 ms 151 ms 151 ms so-2-1-0.0.cjr02.lax002.flagtel.com [62.216.128.241]
9 262 ms 262 ms 261 ms so-5-2-0.0.cjr04.tok002.flagtel.com [62.216.128.33]
10 290 ms 293 ms 294 ms so-0-3-0.0.ejr01.tpe001.flagtel.com [62.216.128.214]
11 291 ms 291 ms 292 ms 62.216.146.114
12 291 ms 294 ms 292 ms 210.200.105.248
13 316 ms 314 ms 311 ms NK210-201-31-38.static.apol.com.tw [210.201.31.38]
14 * * * Request timed out.
15 296 ms 295 ms 296 ms 60-244-0-245.cm.apol.com.tw [60.244.0.245]

Trace complete.

Windows IP Configuration

Host Name . . . . . . . . . . . . : napalm
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : NVIDIA nForce Networking Controller
Physical Address. . . . . . . . . : [removed for your security]
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : [removed for your security]
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : [removed for your security]
DHCP Server . . . . . . . . . . . : 195.188.52.62
DNS Servers . . . . . . . . . . . : 62.30.112.39
194.117.134.19
62.30.0.39
Lease Obtained. . . . . . . . . . : 04 September 2007 12:00:58
Lease Expires . . . . . . . . . . : 11 September 2007 09:25:19

xspeedyx
04-09-2007, 20:10
wouldnt post your detials like that on a public forum but that sucks you might get a reply just saying sorry that your soooo un happy we will contact you

sollp
04-09-2007, 20:33
Well, looks trace routes look fine to me!!

Can you post the upstream/down stream power levels and the SNR readings from the modem config page. 192.168.100.1 for most mdeoms

64D
04-09-2007, 21:07
lol Double modem, hmm... souds like rubbish to me :D

Greasemark
04-09-2007, 21:10
Name
WebSTAR EPC2100

Modem Serial Number
xxxxxxxxxxx

Cable Modem MAC Address
xx:xx:xx:xx:xx:xx

Hardware Version
v1.0

Software Version
v2.0.1r1135(EPC2100-v201r1135.bin)

Receive Power Level
5.2 dBmV

Transmit Power Level
39.0 dBmV

Cable Modem Status
Operational

Downstream Status
Operational

Channel ID
4

Downstream Frequency
331000000 Hz

Modulation
256QAM

Bit Rate
20480000 bits/sec

Power Level
5.3 dBmV

Signal to Noise Ratio
34.3 dB

Upstream Channel

Oh and thanks Gavin, i did do that on the original, but overlooked it on the paste.

****STOP PRESS*****

Fed up with waiting for virgin to ring me back, reconnected router, and magically, my speed test is now showing at 18mbits instead of the 500 ish kbits a been getting all day connected directly to modem......I think Im gonna cry.

Greasemark
04-09-2007, 23:28
Log from my router since reconnecting:

Firewall log:
Tue Sep 4 20:24:56 2007
=>Found attack from 77.100.182.242.
Source port is 1427 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 20:25:26 2007
=>Found attack from 77.100.182.242.
Source port is 3030 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 20:37:26 2007
=>Found attack from 77.96.91.26.
Source port is 47533 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 20:45:56 2007
=>Found attack from 77.96.248.197.
Source port is 3196 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 20:48:26 2007
=>Found attack from 77.111.145.180.
Source port is 1983 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:01:27 2007
=>Found attack from 77.96.250.61.
Source port is 3780 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:06:27 2007
=>Found attack from 77.99.156.182.
Source port is ICMP and destination port is ICMP which use the ICMP protocol.
Tue Sep 4 21:10:57 2007
=>Found attack from 77.96.181.178.
Source port is 1223 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:13:57 2007
=>Found attack from 77.96.91.26.
Source port is 28200 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:23:28 2007
=>Found attack from 77.99.72.94.
Source port is ICMP and destination port is ICMP which use the ICMP protocol.
Tue Sep 4 21:37:28 2007
=>Found attack from 77.99.88.68.
Source port is ICMP and destination port is ICMP which use the ICMP protocol.
Tue Sep 4 21:44:28 2007
=>Found attack from 77.96.246.147.
Source port is 2220 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:51:58 2007
=>Found attack from 77.99.50.31.
Source port is ICMP and destination port is ICMP which use the ICMP protocol.
Tue Sep 4 21:52:28 2007
=>Found attack from 77.96.247.203.
Source port is 2157 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 21:58:59 2007
=>Found attack from 77.99.178.203.
Source port is ICMP and destination port is ICMP which use the ICMP protocol.
Tue Sep 4 22:07:59 2007
=>Found attack from 77.96.246.147.
Source port is 1629 and destination port is 2967 which use the TCP protocol.
Tue Sep 4 22:10:29 2007
=>Found attack from 88.245.104.35.
Source port is 1099 and destination port is 6346 which use the TCP protocol.
Tue Sep 4 22:22:30 2007
=>Found attack from 116.90.185.72.
Source port is 10084 and destination port is 22 which use the TCP protocol.
Tue Sep 4 22:23:00 2007
=>Found attack from 116.90.185.72.
Source port is 10084 and destination port is 22 which use the TCP protocol.
Tue Sep 4 22:27:00 2007
=>Found attack from 222.183.148.252.
Source port is 6000 and destination port is 1080 which use the TCP protocol.

janipewter
05-09-2007, 00:14
Wow, your ping times to the BBC, <10ms?! I get 3 times that if I'm lucky.

And your download speeds are good compared to mine. I got around half of what you did on DEST.

Dai
05-09-2007, 01:16
Interesting that you say you use Norton. The router log shows a considerable number of probes to port 2967. A bit of google research finds this:

http://isc.sans.org/port.html?port=2967

I wonder if this is linked in some way to your problems?

Muffie
05-09-2007, 10:15
It might help you to know that I am experiencing exactly the same problems as you.
Had no problems with any of the computers conncting via my router for five years then suddenly from around 19 August started with the intermittent disconnects.
Made the obligatory call to tech support but the problem seemed to resolve itself a couple of days later. Then, since 31 August I have been totally unable to connect via router.
I bought all new cables. I bought a brand new router. No change. Yesterday an engineer brought a new modem. No change.
I ran the same tests you did and it showed problems to the european servers and the asian servers and some packet loss.

My old modem was reporting this but no one here seems to know if it means anything unfortunately
Sun Aug 05 11:56:02 2007 **
Sun Aug 05 11:56:02 2007 **
*189*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Fri Aug 03 03:22:45 2007 **
Fri Aug 03 03:22:45 2007 **
*250*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Sat Sep 01 14:31:50 2007 **
Sat Sep 01 14:31:50 2007 **
*12277*
*Critical(3)*
*84000100*
SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Sep 01 14:31:44 2007 **
Sat Sep 01 14:31:44 2007 **
*281*
*Critical(3)*
*84000200*
SYNC Timing Synchronization failure - Failed to acquire FEC f...
Tue Jul 31 10:08:39 2007 **
Tue Jul 31 10:08:39 2007 **
*3*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Sun Jul 29 17:58:50 2007 **
Sun Jul 29 17:58:50 2007 **
*5*
*Critical(3)*
*82000500*
Started Unicast Ma

I am now in th same boat you are. Calls to tech support take me back to step one. And end with the well it isn't the modem and we have no problems on our network so its your equipment.

All the computers work fine plugged direct into the modem.
Two apple macs and a pc laptop will also work fine on the router but the pc running windows XP will not stay connected to the net via the router and when it is connected that way it will take everything else down too.

It is no longer possible to do two internet based things at once eg play an online game on the pc and open a web page on another computer.

Greasemark
05-09-2007, 10:26
It might help you to know that I am experiencing exactly the same problems as you.
Had no problems with any of the computers conncting via my router for five years then suddenly from around 19 August started with the intermittent disconnects.
Made the obligatory call to tech support but the problem seemed to resolve itself a couple of days later. Then, since 31 August I have been totally unable to connect via router.
I bought all new cables. I bought a brand new router. No change. Yesterday an engineer brought a new modem. No change.
I ran the same tests you did and it showed problems to the european servers and the asian servers and some packet loss.

My old modem was reporting this but no one here seems to know if it means anything unfortunately
Sun Aug 05 11:56:02 2007 **
Sun Aug 05 11:56:02 2007 **
*189*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Fri Aug 03 03:22:45 2007 **
Fri Aug 03 03:22:45 2007 **
*250*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Sat Sep 01 14:31:50 2007 **
Sat Sep 01 14:31:50 2007 **
*12277*
*Critical(3)*
*84000100*
SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Sep 01 14:31:44 2007 **
Sat Sep 01 14:31:44 2007 **
*281*
*Critical(3)*
*84000200*
SYNC Timing Synchronization failure - Failed to acquire FEC f...
Tue Jul 31 10:08:39 2007 **
Tue Jul 31 10:08:39 2007 **
*3*
*Critical(3)*
*82000500*
Started Unicast Maintenance Ranging - No Response received - ...
Sun Jul 29 17:58:50 2007 **
Sun Jul 29 17:58:50 2007 **
*5*
*Critical(3)*
*82000500*
Started Unicast Ma

I am now in th same boat you are. Calls to tech support take me back to step one. And end with the well it isn't the modem and we have no problems on our network so its your equipment.

All the computers work fine plugged direct into the modem.
Two apple macs and a pc laptop will also work fine on the router but the pc running windows XP will not stay connected to the net via the router and when it is connected that way it will take everything else down too.

It is no longer possible to do two internet based things at once eg play an online game on the pc and open a web page on another computer.

Muffie M8, thanks for saying this, I thought i was going mad. What area are you in?

my modem log:

TUE SEP 04 18:41:45 2007 Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) Init RANGING Critical Ranging Request Retries exhausted

I had another 'chat' with tech support last night, same end, "youve got spyware" This is seriously taking years off my life as I end up getting so stressed at the end. Keep us posted.

Uninstalled Symantec this morning on the strength of DaiNastys post.

Muffie
05-09-2007, 10:50
I am in Warwickshire.

I have turned off all firewalls that hasn't helped.
I have cleaned adware/spyware etc that hasn't helped.
I thought maybe a windows update had done something so I used a restore point from two months ago and went back to that, no change.
Am £75 out of pocket so far and have spent five solid days scouring the net and trying anything and everything.
I had booked the PC to go for repairs tomorrow but having read your post I'm more convinced than ever that the problem lies with Virgin.

The lack of help is dismal. The inability to actually talk to anyone is so frustrating. Am pretty sure I am ready to swap to a slower connection just so I can deal with a company with better customer care policies because Virgin's attitude and lack of support boils down to what can amount to substantial cost to the customer on pointless new equipment and unnecessary PC repair costs :(

fatassmichael
05-09-2007, 11:27
Greasemark, do not trust norton/symantec to uninstall itself completely, go to this link and download the removal tool aswell.

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

Greasemark
05-09-2007, 11:30
Greasemark, do not trust norton/symantec to uninstall itself completely, go to this link and download the removal tool aswell.

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

thanks m8y

fatassmichael
05-09-2007, 11:31
No problem :)

Greasemark
05-09-2007, 11:44
okay, tried something radical here. I have used my laptop to force an ip change by cloning my mac address from that into the router, just to see if it's the ip range thats the prob. I now have an 82.XX.XX.XX range. we will see how that goes. Can you do that too Muffie?(wasnt that the robo dog from BSG)

---------- Post added at 10:44 ---------- Previous post was at 10:33 ----------

muffie you have a pm.

Muffie
05-09-2007, 12:19
It feels very much to me as if Virgin have done something to limit the number of connections a customer can make to their network because it appears as if the problem lies with trying to do two things at once on their network.

Perhaps changes have been made to try to make their 20mb connctions perform better?

I notice that you mention gaming and I'm wondering if users that connect for this reason are being throttled perhaps? I don't have enough tech knowledge to know how to investigate this but it seems to me that gaming would use a lot of resources and perhaps throttling might be kicking in on those accounts?

My disconncts are regular, around every four minutes and each time it happens it is the send light on my modem that stops flashing. At those times the net is not accessible in any way and anything connected to it - voice coms, msn, web browser, games - all drop off.

The modem engineer mentioned reduced bandwidth, does anyone here know if that is a possibility and if so how we can check?

Also does anyone know what this reading from the modem means:


Network Access :
Allowed
Maximum Downstream Data Rate :
4096000
Maximum Upstream Data Rate :
400000
Maximum Upstream Channel Burst :
1600

Maximum Number of CPEs : 1


Any clue what CPEs are? if that is anything to do with the number of connections maybe that is where the problem lies?

Greasemark
05-09-2007, 12:27
CPE = Customer Premises Equipment - I think, which would show up as the router for example, or whatever is plugged in, I guess the issue would come that if, for example, we used a splitter cable to connect 2 pc's directly to the modem, or used the usb for one pc and the lan for the other, that would be 2 CPE's and not be permitted, however, as a router plugs in to the modem, the router does all the traffic calculations and in effect hides everything else behind it.

Acathla
05-09-2007, 12:28
It's something to do with controlling the number of subscribers that can go through the one cable modem.

See here if your brave: http://www.cisco.com/univercd/cc/td/doc/product/cable/cab_rout/cmtsfg/ufg_max.htm

I think to try and explain simpler, the number of MAC's that your cable modem will identify, which is why every time you want to swap to another PC (without a router) your modem needs a reboot.

If I remember correct, when NTL had their XBOX service, this gave you another MAC allowed at the same time and thus the CPE would have been 2.

goughy000
05-09-2007, 12:45
It's something to do with controlling the number of subscribers that can go through the one cable modem.

See here if your brave: http://www.cisco.com/univercd/cc/td/doc/product/cable/cab_rout/cmtsfg/ufg_max.htm

I think to try and explain simpler, the number of MAC's that your cable modem will identify, which is why every time you want to swap to another PC (without a router) your modem needs a reboot.

If I remember correct, when NTL had their XBOX service, this gave you another MAC allowed at the same time and thus the CPE would have been 2.
i thought virgin scrapped the MAC address thing a while ago?

you used to have to phone or go on the control panel on the telewest website to tell them your mac address but now they accept any as long as theres only one at once.

make sure you turn off your modem when your putting a new device in that has a different mac address or it wont listen to you anymore.

greasemark, you say you now have an IP address in the 82.xx.xx.xx range, what was it in before?

Greasemark
05-09-2007, 12:57
77.xx.xx.xx


I was an official 'Bogon'

what about you muffie?

interesting to see muffies problems started happening around the 19th aug too. Could be co-incidence I guess

Muffie
05-09-2007, 14:07
I have over the past five days cloned the IP address from each of the four computers in turn. Windows PC, Two Apples and the PC laptop. None of that has made any difference.

The only differnce between the various computers is that the Apples and the laptops are able to stay on the net together, however they are not able to actually use the net simultaneously eg you can't get email on one and browse on the other.

The reason the problem is so much easier to see on the main PC is because that is the mchine used to connect to online games and obviously a continuous flow of info like that being interupted is far easier to see since you are instantly diconnected from the game servers (and it is the same on any game, so it isn't a problem with servers to any particular game). This happens every four minutes even if I am not trying to use the net on another machine, but if I do try to open a web page on a second machine I am instantly losing connection to the net on all.

The first sign of trouble was a complete loss of service which was then restored some hours later. From that date there have been the random disconnections, intermittent loss of service and denials of access on web pages etc until it has settled down to the current four minute regular loss of send and inability to use more than one machine at a time.

IP addresses during the past few days have included ones starting with 192 and others with an 86.

I would be interested to know what the declared traffic management figures mean for gaming as I have no diea how much data would be downloaded during gaming sessions. I am on the 4mb package so if traffic management was being applied I would be subject to management after 750mb.

2MB - 350MB
4MB - 750MB
20MB - 3GB

sollp
05-09-2007, 18:58
Name
WebSTAR EPC2100

Modem Serial Number
xxxxxxxxxxx

Cable Modem MAC Address
xx:xx:xx:xx:xx:xx

Hardware Version
v1.0

Software Version
v2.0.1r1135(EPC2100-v201r1135.bin)

Receive Power Level
5.2 dBmV

Transmit Power Level
39.0 dBmV

Cable Modem Status
Operational

Downstream Status
Operational

Channel ID
4

Downstream Frequency
331000000 Hz

Modulation
256QAM

Bit Rate
20480000 bits/sec

Power Level
5.3 dBmV

Signal to Noise Ratio
34.3 dB

Upstream Channel

Oh and thanks Gavin, i did do that on the original, but overlooked it on the paste.

****STOP PRESS*****

Fed up with waiting for virgin to ring me back, reconnected router, and magically, my speed test is now showing at 18mbits instead of the 500 ish kbits a been getting all day connected directly to modem......I think Im gonna cry.

No problems there either

Muffie
05-09-2007, 19:54
Had a couple of interesting conversations today.

Have been told that since my modem has been replaced I have no problem with my service and therefore that is the extent of the tech support Virgin provides. If the modem is working there is no possibility of a problem elsewhere and any further investigation carried out by VM will cost me £25 each time...

Called 150 and requested to speak to a customer services manager or superviser and was told someone would call me straight back.

At 5pm since no one had I called again 150 and got through to the offshore call centre and was told there are no managers or supervisers.

I asked what the complaints procedure was and was told to write to Swansea and that if I wished to speak to someone in authority I would have to keep dialing 150 until I managed to connect to somewhere in VM where a manager could be found.

I was then disconnected by the Indian call centre.

I think I would rather pay for an 8mb service and only be able to get 2mb but deal with a decent company than go through this appalling customer service when there is a problem with VM.

slingading
06-09-2007, 12:21
Having read through this entire thread I think I might be suffering a similar problem as you, possibly. My connection goes through a Linksys wireless router, I have a laptop connected via wireless and my Xbox 360 connected direct via cat cable to the router. Whenever I try downloading something on the Xbox 360 it constantly loses its connection, I sometimes have to reconnect to Xbox live at least 5 or 6 times before it will stabilise. I have checked my cable for any kinks or splits, I have upgraded the firmware on the router to the latest version and it still keeps doing it.

For all the hassle it would cause I havent bothered to phone customer support up yet, a) I just dont have the time or the patience b) I refuse to get charged for calling my providers support line.

evilmonkey
06-09-2007, 13:40
the problem with the 77IP ranges showing up has been present since they were introduced over a year ago! they dont know how to correct it so its not going away. If you want to change your IP using a router simply change one digit on the routers WAN MAC address and reboot all. I have to do this anytime I get a 77 range as its rubbish for gaming (doesnt route properly and gets blocked alot).

Also the second modem or service on your account is nothing to do with the problem you described as it wouldnt randomly cause a drop in traffic, provisioning faults on icoms would cause loss of service not intermittant service. Unfortunately you have been yet another victim of the complete lack of understanding and training shown by tech support (what do you expect when they are paid so little).

Best way to resolve it...get a new provider stop giving VM your money if your not happy with the service. Pass all the details over to watchdog as Im sure they will be interested after having done numerous episodes on NTL when it was single Im sure they would love to point out how Telewest was also pulled down with them. Its a simple equation really:-

Bad service + bad support = Change providers!

LaineY
06-09-2007, 14:58
erm.. actually ...i had this same modem and had constant problems with it for 2 years!

Name
WebSTAR EPC2100

Modem Serial Number
xxxxxxxxxxx

Cable Modem MAC Address
xx:xx:xx:xx:xx:xx

Hardware Version
v1.0

Software Version
v2.0.1r1135(EPC2100-v201r1135.bin)

i had constant disconnections with the EPC2100 V1
for example .. if i load a torrent program.. wham i get no web pages.. and even if i exited the program it took 30 mins or a reboot for the modem to become "alive" again.

i only know 2 people in the existance of these modems that have experienced the same problems as me.. and im one of them people..


as for Grease... you have clearly been through hell mate. personally i work for telewest.. which is now virgin media .. and i had problems for 2 years and yes that was a constant 2 years of calling up 3-4-5 times a month. till i eventually got my modem replaced for a Motorolla Surfboard 5101e which runs sweet.

personally you're ping / tracert checks all look spot on with no spikeing there.. however if you have packet loss .. then if i had you call through to me i would have checked it out with 2nd line and done a full line test for you. i HAVE had packett loss to a router... or a modem before which is not really unusual but if its packetloss on the NTL/TW/VM network then its up to us to find out what is causing the issue and get it raised.

I know where you have been mate and i put up with it myself for long enough.

due to knowing about most of the stuff that can happen with a Telewest Connection this job became alot easier for me.

i'd say on average i resolve 98% of the tech support calls i get each day.

im really sorry to hear you have been having such problems as it really does get to you eventually...

adrienne
07-09-2007, 17:35
Hi

I too had the same problems start around mid August. My cable television like many others in the south lost all sky movies for over 24 hours I also lost my broadband. My broadband never returned when the cable tv problem was solved. Apparently no isp was recognised. I too had the unproductive obligatory costly calls to India with no success. I eventually contacted customer services who arranged for an engineer to call to instal a separate modem. I stillcould not finish the cd installation without again contacting virgin. They managed to do something from their end to finalise the installation. I then tried connecting via my Belkin router this connection lasted about 3 minutes and that was the last time my router worked. Belkin are going to send me a new one when I've returned this one under their lifetime guarantee (which incidentally is great this will bemy third router in as many years. I am now only able to use one laptop and am beginning to wonder whether a new router is going to make any difference to this situation; as there has obviously been some enormous problem since August with virgin

sollp
07-09-2007, 21:01
Hi

I too had the same problems start around mid August. My cable television like many others in the south lost all sky movies for over 24 hours I also lost my broadband. My broadband never returned when the cable tv problem was solved. Apparently no isp was recognised. I too had the unproductive obligatory costly calls to India with no success. I eventually contacted customer services who arranged for an engineer to call to instal a separate modem. I stillcould not finish the cd installation without again contacting virgin. They managed to do something from their end to finalise the installation. I then tried connecting via my Belkin router this connection lasted about 3 minutes and that was the last time my router worked. Belkin are going to send me a new one when I've returned this one under their lifetime guarantee (which incidentally is great this will bemy third router in as many years. I am now only able to use one laptop and am beginning to wonder whether a new router is going to make any difference to this situation; as there has obviously been some enormous problem since August with virgin

Why is it Virginmedias fault in your case? The Broadband service you originally had came through the STB, which as you say was replaced with a SACM, was the installation using the CD an account issue caused by the fact you where on a STB providing the broadband then changed to a SACM?

Your Belkin router failed. So apart from your STB failing,(which, if you like is Virginmedias fault) then having a new SACM installed, which resolved your broadband issue, you can only use one device on the Belkin router, could it be the fault of the Belkin router, either faulty or you haven't set it up properly?

What enormous problem has Virginmedia had since August?

NTLVictim
07-09-2007, 21:40
Why is it Virginmedias fault in your case? The Broadband service you originally had came through the STB, which as you say was replaced with a SACM, was the installation using the CD an account issue caused by the fact you where on a STB providing the broadband then changed to a SACM?

Your Belkin router failed. So apart from your STB failing,(which, if you like is Virginmedias fault) then having a new SACM installed, which resolved your broadband issue, you can only use one device on the Belkin router, could it be the fault of the Belkin router, either faulty or you haven't set it up properly?

What enormous problem has Virginmedia had since August?

You had to ask...(sound of cork popping out of genie bottle).

After many, many years with NTL/VM and many, many heartaches, earlier this week I spoke to a nice human being , and we spoke about many things...because I migrated from STB to SACM, because of convolutions in NTL's inherited billing systems, we ended up with two ****ing account numbers and our accounts were destroyed/ recreated and the default email was set as the new emergency one that was created after a two hour phone call approaching ten o'clock at night, and we've only just found those rather useful snippets of information out 11 months into what turned out to be an unapproved deal ...it got worse since teleworst were then chucked into the blender, and it will take a while before it is all straight and hunky dory..

Sollp? it's VM's fault. They are fixing it, period. Now you can leave her alone.

sollp
08-09-2007, 00:17
You had to ask...(sound of cork popping out of genie bottle).

After many, many years with NTL/VM and many, many heartaches, earlier this week I spoke to a nice human being , and we spoke about many things...because I migrated from STB to SACM, because of convolutions in NTL's inherited billing systems, we ended up with two ****ing account numbers and our accounts were destroyed/ recreated and the default email was set as the new emergency one that was created after a two hour phone call approaching ten o'clock at night, and we've only just found those rather useful snippets of information out 11 months into what turned out to be an unapproved deal ...it got worse since teleworst were then chucked into the blender, and it will take a while before it is all straight and hunky dory..

Sollp? it's VM's fault. They are fixing it, period. Now you can leave her alone.

Not saying it isn't, what i'm trying to get to is, people come on the forums make a thread then theres loads of other people with exactly the same issue, well thats my point, it isn't always the same issue as the original OP.

So if you look and read my post you'll see this. Leave her alone? I'll help when i can but it just bugs me when everyone has exactly the same problem even though when you read through it, it turns out to be something else. So no i won't leave alone, period.

adrienne
08-09-2007, 00:43
Terribly sorry to have bugge d you. But you do seem to be a rather aggressive type or perhaps just an mcp. VM was at fault as far as I'm concerned because it was their helpline in India that told me that my laptop was at fault, even though I had explained to them that my broadband came through my set top box and that a lot of the Sky programmes had been lost for 24 hours and my broadband with them; and that although the television channels came back the broadband didn't. So I suppose that was my fault was it? One hell of a coincidence seeing as everything had been fine up until then. I was given a number to ring at a £1 per minute!! That was when I went through customer services and found a helpful person that I could easily understand who immediately offered a separate modem. My router had obviously had enough by then and just gave up the ghost.

Muffie
08-09-2007, 03:09
What enormous problem has Virginmedia had since August?

Why knows, but it is stopping people using their routers or new routers...

r00t
08-09-2007, 10:31
Why knows, but it is stopping people using their routers or new routers...

Rubbish!

NTLVictim
08-09-2007, 11:02
Rubbish!

Er, no..trawl through the forum and you'll see a pattern emerging, it seems to be connected to the situation when the customer upgrades and has to have their BB moved from an STB to a SACM..it's happened to me, and I've seen similar stories all over this forum.

sollp
08-09-2007, 11:23
Terribly sorry to have bugge d you. But you do seem to be a rather aggressive type or perhaps just an mcp. VM was at fault as far as I'm concerned because it was their helpline in India that told me that my laptop was at fault, even though I had explained to them that my broadband came through my set top box and that a lot of the Sky programmes had been lost for 24 hours and my broadband with them; and that although the television channels came back the broadband didn't. So I suppose that was my fault was it? One hell of a coincidence seeing as everything had been fine up until then. I was given a number to ring at a £1 per minute!! That was when I went through customer services and found a helpful person that I could easily understand who immediately offered a separate modem. My router had obviously had enough by then and just gave up the ghost.

Aggressive maybe, who knows! But your problem isn't the same as the original poster, which is my point, the rest is bad advice by Tech support/CS, which is VM fault. Try and read my post and try and understand what im saying, maybe i haven't put crystal clear.

My point is people latch onto a thread, treat it as there own fault and automatically blame Virginmedia for the problem based on a tide of assumptions and "my mate on the other side of town has exactly the same problem". As the post's progress there is a sense of asumptions turning into fact's based on some misguided and knowledgeable people who do know what they are talking about all culminating into the conclusion there is a conspiracy at Virginmedia and it's there fault, wonder if many people come on here and then admit, "well in actual fact it was my fault", or "i got it completely wrong". No don't see them.

Anyway i feel better for that, good day!!



MCP?

---------- Post added at 10:21 ---------- Previous post was at 10:20 ----------

Er, no..trawl through the forum and you'll see a pattern emerging, it seems to be connected to the situation when the customer upgrades and has to have their BB moved from an STB to a SACM..it's happened to me, and I've seen similar stories all over this forum.

Maybe start a thread that is relevant to this then. Don't disagree that there is problems relating to this situation.

---------- Post added at 10:23 ---------- Previous post was at 10:21 ----------

Why knows, but it is stopping people using their routers or new routers...

What problem is that exactly?

Muffie
08-09-2007, 11:47
People come here to try to find a solution to their issues via other people who might have more information and might want to try to help. If you want to talk down to people like this, I suggest you apply for a job at VM customer services, you will fit right in.

sollp
08-09-2007, 15:12
People come here to try to find a solution to their issues via other people who might have more information and might want to try to help. If you want to talk down to people like this, I suggest you apply for a job at VM customer services, you will fit right in.

I'm in training for that position.

Talking down or being honest? And also the blame game based on little facts is not going to help the OP either, giving useful info is, again my point is the post should reflect this help, not the blaming Virginmedia, and then not coming to a reasonable solution as it nearly always decends into that situation and the OP ends up non the wiser.

NTLVictim
08-09-2007, 17:10
MCP?

---------- Post added at 10:21 ---------- Previous post was at 10:20 ----------



MicroscopiC Penis..

And you said "Aggressive? Maybe!"...and then you said you are in training for a position at VM customer services????

I feel a phone call coming on...with an attitude like that, VM don't NEED any competitors!

r00t
08-09-2007, 19:08
Or MCP (http://www.microsoft.com/learning/mcp/mcp/default.mspx)?

Greasemark
08-09-2007, 20:42
oh dear.....stop already

NTLVictim
08-09-2007, 20:46
Or MCP (http://www.microsoft.com/learning/mcp/mcp/default.mspx)?


Same thing, trust me....

sollp
08-09-2007, 23:11
OOH Dear, it's all getting personal, anyway how, how did you know that my penis is microscopic? Amazing what you can do with it though!!

Could be this though:http://en.wikipedia.org/wiki/MCP

Take your pick.

Really ,this isn't helping the person with the problem.

NTLVictim
08-09-2007, 23:52
Really ,this isn't helping the person with the problem.

Knew you'd get there eventually...

sollp
09-09-2007, 00:05
Knew you'd get there eventually...

Can i have the last word, instead.

NTLVictim
09-09-2007, 17:58
Can i have the last word, instead.


Be my guest.

Greasemark
10-09-2007, 23:40
Okay, an update, I have had my connectors replaced outside to the cab, and so far dl speed is up at the 20meg mark again. The router was also causing probs (thanks to the quality virgin engineer), the DNS lookup was not behaving right(acknowledged by Belkin and awaiting a firmware rewrite on the N Wireless router) manually configured DNS, and all is sweet again. The sun is in the sky and I can relax again.

Bottom line is, if the Overseas Customer service for both Virgin and Belkin wasnt so poor quality for both, I wouldnt have needed to vent.

Greasemark
11-09-2007, 21:19
okay, with reference to the dns issue, simple way to manually configure dns lookup is -

right click on your network adaptor on each pc, select properties, under general tab select Internet Protocol (TCP/IP) - then click properties, Under the general tab again, use the following DNS Server address under preferred, input 4.2.2.1 and under alternate input 4.2.2.2 on all machines, hey presto, that kicked mine into operation.

good luck all

Uabhar
16-10-2007, 23:46
:waving: Well, I'm new to this forum, sent the link to this page from a friend who is good with computers after a discussion with him regarding a problem I was having with my new Belkin N1 router, connecting to the interweb ;) but not letting me retrieve messages through outlook or sign into MSN, also with numerous timeouts from disparate web pages. Spent all day Monday on the phone to VM and Belkin (following several e-mail exchanges), experiences as detailed already so I won't repeat other than to say last message from VM was to phone their technical help line, which I was reluctant to do cause it would cost me a lot (sentiments already expressed too). So, thanks for the simple and very effective solution in post number 49. Why oh why couldn't the so-called experts on the help lines have suggested that first instead of my unplugging/plugging modems/routers ad-nauseum.

Thanks again, you have saved my sanity. Cheers :beer:

Maggy
16-10-2007, 23:58
Damn!I can't even enter Greasemark's for this month's Most Helpful Post award..as it was over a month ago.:(

I must try and get round the forum more...;)

eth01
17-10-2007, 00:05
What can I say? It happens.

ZebUK
17-10-2007, 19:39
haha do not trust Norton.

When I was working for BT Yahoo! Norton was one of the most common causes of people calling in with problems.

It fills your registry with far more than it needs to, installs hooks into the system where they're not needed and misses more viruses. In an independent survey on AV software Norton came near the bottom of the top 10. Kaspersky came first, McAfee second.

Similar problems here with the internet though. We will be cancelling.

Forgot to mention that there are two avid Battlefield 2 gamers here and during the day we don't bother trying to get online. In fact I've changed my sleep pattern round just so I can go online during the night.

---------- Post added at 18:39 ---------- Previous post was at 18:32 ----------

okay, with reference to the dns issue, simple way to manually configure dns lookup is -

right click on your network adaptor on each pc, select properties, under general tab select Internet Protocol (TCP/IP) - then click properties, Under the general tab again, use the following DNS Server address under preferred, input 4.2.2.1 and under alternate input 4.2.2.2 on all machines, hey presto, that kicked mine into operation.

good luck all

Just changed that and is a reboot required? This is my speed test results although the machine hasn't yet been rebooted:
https://www.cableforum.co.uk/images/local/2007/10/14.png (http://www.speedtest.net)

This is supposed to be a 20Mb line as well. I've only had full speed once for a couple of hours!

piggy
17-10-2007, 20:00
haha do not trust Norton.

When I was working for BT Yahoo! Norton was one of the most common causes of people calling in with problems.

It fills your registry with far more than it needs to, installs hooks into the system where they're not needed and misses more viruses. In an independent survey on AV software Norton came near the bottom of the top 10. Kaspersky came first, McAfee second.

Similar problems here with the internet though. We will be cancelling.

Forgot to mention that there are two avid Battlefield 2 gamers here and during the day we don't bother trying to get online. In fact I've changed my sleep pattern round just so I can go online during the night.

---------- Post added at 18:39 ---------- Previous post was at 18:32 ----------



Just changed that and is a reboot required? This is my speed test results although the machine hasn't yet been rebooted:
https://www.cableforum.co.uk/images/local/2007/10/14.png (http://www.speedtest.net)

This is supposed to be a 20Mb line as well. I've only had full speed once for a couple of hours!

changed your sleep pattern!! thats drastic what about work??

ZebUK
17-10-2007, 20:16
Web design IS my work.

It's the only time I can access the web servers at a half decent speed. If I try during the day I'm sat here waiting for ages for images to upload.