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View Full Version : Resetting Broadband Connection/Limited Or No Connectivity


Mordraaneth
06-09-2007, 18:51
I have had a problem several times where my internet connection has been down for days at a time. My internet connection would display "limited or no connectivity". The only way I ever resolved this was by contacting broadband support and them resetting my account and me re-entering my P.I.D. and password.

This was irritating, but bearable. However, now their support line costs some 25p a minute or something ridiculous. I was told by an Indian woman that this was because I needed to restart my P.C. and set top box more often. Despite the fact that I actually did this while on the phone. Despite the fact that my set top box had only one green light on it. Despite the fact that she had to reset my account from scratch, which she then pretended she hadn't done.

At 25p a minute, I expect to be speaking to Richard Branson himself, not an Indian call centre with a woman that barely speaks English, is obviously reading from a script, and has no technical knowledge whatsoever.

After threatening to leave, the only way of getting good customer service with Virgin Media, I was offered a credit for the cost of the phonecall. To my surprise, I actually got it, unlike the numerous credit requests I have made before.

Is there any way to avoid this problem? Or any way to reset my account myself when it does?

I don't want to switch companies, as they are the cheapest I have found, and I have several "customer relations" discounts on my account from previous screw-ups, and the services are excellent, except for those rare times when I actually have to ring them up and ask for help.

Thank you in advance for your help.

Paul K
06-09-2007, 19:35
If you expect R.B for 25p per min then you have very high expectations ;) Your issue needs to be escalated as obviously the "fixes" being done are not holding. Maybe your entire account on the billing/ services system needs to be removed and re-built?

Mordraaneth
06-09-2007, 19:46
Richard Branson stated some months ago that he would not give the "Virgin" brand to NTL until their major customer services were resolved. They clearly were not. I believe that I am entitled to speak to him about this. Perhaps if he did speak to a few of us, he would realise what kind of company he has put his name to.

As for rebuilding my account, that's basically what they have done. 3 times. I can't escalate it any further than threatening to close my account. And I don't see why I should have to risk giving myself high blood pressure to get a service that any customer should reasonably expect.


If you expect R.B for 25p per min then you have very high expectations ;) Your issue needs to be escalated as obviously the "fixes" being done are not holding. Maybe your entire account on the billing/ services system needs to be removed and re-built?

grey
08-09-2007, 18:24
I have had my BB account suspended for no reason, called billing free on 150 and stated clearly that my modem connected and let me register so was working ok for that but they were denying me an ip address after registration so the problem was definatley their end, and what do you know they switched it back on right away!
This has happened twice and incidentley only since the 25p per min charge has been activated on the tech line. If my mum or partner did it they would have followed advice from broadband medic or the options on 150 and called tech support. I would probably be £15 poorer by now.

Always freephone billing and check they havnt suspended the account for no reason.(Although a cynic might say the reason is to get you to call the tech line now its £15 p/hr.)

chickendippers
08-09-2007, 18:27
...and if they had called tech support and it was discovered that the service had been accidentally suspended then the cost would have been refunded.

happyvirgochild
08-09-2007, 18:39
I've just joined today so I hope I can help youhere. I'm no IT techie but since Virgin Media took over NTL I have learned a lot!!! I had the same problems as you with a limited or no connectivity message. When the VM engineer called out he had to set my account up again on my Desktop PC and told me I would also have to register each of my laptops but wouldn't show me how. I found this on the internet so as long as youu have your PID and password you should be able to register. By the way, VM do charge 25p per min up to 10mins and then they have to call you back. They don't always so make sure you get a name. Good luck
Manual Auto-Registration procedure
In order to complete the registration of your cable modem or set top box, and to register for ntlworld username and ISP services, make sure that your PC is using your cable modem connection (not dial-up), then launch your web browser, which must have JavaScript enabled. If your web-browser hangs or gives an error page when launched, this might be because it is trying to connect to a home page which is disallowed until you have completed this registration: just click Stop. Send your web browser to https://autoreg.autoregister.net/start.html (note the https rather than http) and follow the on-screen instructions. When asked for a Serial Number:

for stand-alone cable modem users, the serial number is ntl-ct8-cb485.
for digital TV set top box users, the serial number is ntl-ct8-cb487.

Mordraaneth
08-09-2007, 22:17
Send your web browser to https://autoreg.autoregister.net/start.html (note the https rather than http) and follow the on-screen instructions.

So I can still access this page even without an I.P. address?
This will let me re-register my connection from scratch, even though I am already registered?
And what information is asked in the registration process? P.I.D. and password, I'm guessing. Anything else?