Virgin Media BB - Leeds Slow

[ianripping]

Hi, new user here based in North Leeds.
Joined Virgin 2 weeks ago - couldn't get BB for 1 week due to account upgrades.
Up and ruinning on Sunday 6th April - working solid until mid day today.

Connection has been unstable (sync and ready lights on modem frequently go out then flash again and go solid - then die again - every couple of mins)

When on - service is terrible. Speeds v v v slow.
When browsing - sites take a long time to load up.
When downloading large file / speed test - usually OK.

Booked engineer for Thursday 10th between 12 and 4pm.

Any clues?

Modem Log:
First Time Last Time Priority Description
Wed Apr 09 16:51:06 2008 Wed Apr 09 16:51:06 2008 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Wed Apr 09 16:43:00 2008 Wed Apr 09 16:43:00 2008 Information (7) The s/w filename specified in the config file is the same as ...
Wed Apr 09 16:43:00 2008 Wed Apr 09 16:43:00 2008 Information (7) A software upgrade filename was specified in the config file.
Wed Apr 09 16:42:59 2008 Wed Apr 09 16:42:59 2008 Information (7) Authorized
Wed Apr 09 16:42:49 2008 Wed Apr 09 16:42:49 2008 Information (7) Registration complete!
Wed Apr 09 16:42:49 2008 Wed Apr 09 16:42:49 2008 Information (7) We registered with a DOCSIS 1.0 config file!
Wed Apr 09 16:42:49 2008 Wed Apr 09 16:42:49 2008 Information (7) Received a REG-RSP message from the CMTS...
Wed Apr 09 16:42:49 2008 Wed Apr 09 16:42:49 2008 Information (7) Sending a REG-REQ to the CMTS...
Wed Apr 09 16:42:49 2008 Wed Apr 09 16:42:49 2008 Information (7) CableModem SNMP configure complete
Wed Apr 09 16:42:47 2008 Wed Apr 09 16:42:47 2008 Information (7) IP init completed ok
Wed Apr 09 16:42:47 2008 Wed Apr 09 16:42:47 2008 Information (7) CableModem TFTP init ok
Wed Apr 09 16:42:39 2008 Wed Apr 09 16:42:39 2008 Error (4) ToD request sent- No Response received
Wed Apr 09 16:42:39 2008 Wed Apr 09 16:42:39 2008 Information (7) CableModem DHCP client init ok
Wed Apr 09 16:42:39 2008 Wed Apr 09 16:42:39 2008 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Wed Apr 09 16:42:38 2008 Wed Apr 09 16:42:38 2008 Critical (3) DHCP FAILED - Request sent, No response
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) MAP w/initial maintenance region received
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) Downstream sync ok
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) MAP w/initial maintenance region received
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) Beginning initial ranging...
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) downstream time sync acquired...
Wed Apr 09 16:42:30 2008 Wed Apr 09 16:42:30 2008 Information (7) Downstream sync ok
Wed Apr 09 16:42:29 2008 Wed Apr 09 16:42:29 2008 Information (7) starting ds time sync acquisition...
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) MAP w/initial maintenance region received
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Critical (3) No Ranging Response received - T3 time-out
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) MAP w/initial maintenance region received
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) Downstream sync ok
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) Beginning initial ranging...
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) downstream time sync acquired...
Wed Apr 09 16:42:26 2008 Wed Apr 09 16:42:26 2008 Information (7) Downstream sync ok
Wed Apr 09 16:42:25 2008 Wed Apr 09 16:42:25 2008 Information (7) starting ds time sync acquisition...
Wed Apr 09 16:42:21 2008 Wed Apr 09 16:42:21 2008 Information (7) Locked on the downstream. Waiting for UCDs...
Wed Apr 09 16:42:21 2008 Wed Apr 09 16:42:21 2008 Information (7) Downstream lock ok

[ianripping]

Just had a call from faults department.
They say that a box that I am connected to has a faulty componenet that is letting noise get on the line?

An engineer went out to it this afternoon but said that it was a 2 man job.
It will be fixed sometime tommorrow afternoon.
They are going to call me when it is done.

I was advised that I can then call customer care and request some compensation.

Unlickily there are no business customers on the same box, otherwise, the fault would need to be fixed in 4 hours - Virgin Media's business SLA.

I will update on here when I hear anything.

[Super_LEEDS]

My BB was down all evening and night yesterday. There was a message on the freephone service status line saying Leeds down - well my postcode was included.

Can't find it on virginmedia site though - maybe its back up?

[ianripping]

I have just spoken to the customer support team (India) who tell me that the fault is now coming up as fixed. I need to restart my modem (leave of for 15 mins) blah blah blah.

I'll let you know what happens...

[Jules]

I am in Leeds and mine was fine yesterday.

[ianripping]

Just been on to technical support - they say that my line is loosing up to 40% signal.
Also everyone on the same box is having problems over last 48 hours.
I am in LS17 5xx

They are calling me back soon to let me know what is going on with the area.
Now want ot book an engineer to my property for S

[Jules]

I am in LS17 also and not having problems at the moment

[ianripping]

I am just north of the ring road near sainsbury's.
They department last night said that the fault was in the Queenshills.

Where are you located?

[Jules]

LOl and I am at the otherside of the ring road, hello neighbour :wavey:

[ianripping]

OK so it is not the whole of LS17 - probably just localized.
Tech support now saying its probably my modem / line to the box on the street.
Strange how they called yesterday to cancle the engineer because it was an area wide fault - playing silly buggers now!

---------- Post added at 13:55 ---------- Previous post was at 13:35 ----------

What do others think?

I have broadband working for 4 days solid - absolutely great.
Then Wednesday mid day - everything is on a go slow.
I report it - they first say that it is a prob with my PC! Ha!
Then they say it is their problem and an engineer needs to visit.
Then they call me at 8pm and say that there is a problem in my area and that it will be fixed between 12 and 4pm today (Thursday).

I call them this morning and chase the fault with the reference no (685943) - they say that it has been fixed.
No it hasn't - reboot your modem - ok - still the same.

Now it is a problem with the modem and an engineer needs to come out - but oh wait - we cancelled your engineer for today - he can only come on Saturday morning!

How tedious is this is this story so far - anyone else suffered like this?
Can I expect that this is going to happen more often?

---------- Post added at 14:35 ---------- Previous post was at 13:55 ----------

OK Just spoke to technical support team again (after being transfered through from customer retention since I was threatening to leave) who say that their is a problem in the area and that it should be fixed by 18:07 - to be exact!

Will this ever end - do Virgin Media Technical Support Consultants all have the same information?

[phillmidwinter]

Hi Ian,

I'm in the same area of LS17, just below blackmoor road... the cable has been treacle slow all day long.

It seems we get a ridiculous amount of technical faults in this area. I know in one instance a group of kids apparently kicked the crap out of a junction box - but I'm not sure why we get so many faults the rest of the time :/

[ianripping]

It might be good to club together on this - especially if it happens often.

They are now sayin ghtat the fault is fixe din the area - No It Isnt!!!!!

Engineer coming out tomorrow AM.

Would like to chat to you about this!

[Super_LEEDS]

Mine was still down when I got home :mad:

Rang TS and the guy was on the phone with me for about 20 minutes. First I was getting nothing. After rebooting PC and modem, everytime I opened IE I was getting the "register your modem" page.

Despite going through the whole process about 10 times, I was met with the same thing. He went away and said he'd call me back in 15 minutes.

After about 10 minutes, I rebooted the modem and it started working! :)

He did call me back though, so good on him and he did confirm the problem was their end and that a few people have had the same "register" issue.

I don't know anymore than that though.

[ianripping]

Engineer is still booked and not cancelled automatically like before - despite a warning n the service line advising of faults in the LS17 area. This message has appeared and been removed more than 3 times in the last 24 hours - come on Virgin Media - get it sorted!

They are calling me bakc in 15 mins to advise of more details of the fault and what is going to be done today.
It better get fixed since I have taken the morning off work.

[EDIT]
Called me back - problem in LS17 should be fixed by 10AM.
Problem is affecting Internet and TV Services in area.
Engineer is still definetly coming before 12pm to my property - lets see!

[ianripping]

Engineer came and did the folowing:
Tried 6 different modems.
Changed the connection outside the house
Checked the street box 4 times.
Checked with neighbours (intermittent aults)
Registered a new modem at this address.
Hooked a digital TV box - checked signal levels on TV - all seemed 'fine'.

Told me that engineers have been working on fibre optic problems in the area all week.
Contacted a colleague who told him that there were lots of server problems that we also affecting us.

Should up fixed by Monday!!!!!!!!! What!?
Said that network engineers usually work sunday nights when this sort of thing happens.

If not workingo n Mondayu - call technical support - tell them I have had an engineer who said that the line & modem is all fine - they will then send out a netwokr engineer to the street box.

In other words - they are stumped.
Internet is now on - but still sluggish speeds - very slight improvement.

[ianripping]

looks like it is fixed bow. any hints or tips for getting compensation ?

[Locky33]

Glad its working i feel so lucky in Gloucester area get no problems at all with service or speeds only once and that was fixed in a few hours. That was down to vandalism to a main connection in Bristol. Not sure about compensation i think you may need to talk to the sales team about that.

[what?]

compensation is cus services. should b enotes on the account from everyone you've spoke to detailing the issue, when it started etc. cus services will then apply a credit to your account to cover the time you have been offline.

[ianripping]

3 months free broadband - not bad compenstation really!

[Impz2002]

it sounds to me the fault was with the street cab not the UBR which would only affect a handful of customers. im in harrogate and have had no issues still getting my constant 20meg day and night :)

impz

---------- Post added at 12:42 ---------- Previous post was at 12:41 ----------

Engineer came and did the folowing:
Tried 6 different modems.
Changed the connection outside the house
Checked the street box 4 times.
Checked with neighbours (intermittent aults)
Registered a new modem at this address.
Hooked a digital TV box - checked signal levels on TV - all seemed 'fine'.

Told me that engineers have been working on fibre optic problems in the area all week.
Contacted a colleague who told him that there were lots of server problems that we also affecting us.

Should up fixed by Monday!!!!!!!!! What!?
Said that network engineers usually work sunday nights when this sort of thing happens.

If not workingo n Mondayu - call technical support - tell them I have had an engineer who said that the line & modem is all fine - they will then send out a netwokr engineer to the street box.

In other words - they are stumped.
Internet is now on - but still sluggish speeds - very slight improvement.

didnt read this post !

might be a more complex issue !

[ianripping]

It was definetly not the street cab because it was an area wide fault - said the engineer and others in my area on different cabs - it was some customersin the LS17 and LS21 areas due to some 'server problems' and 'power failures' in the area.

Did you knwo that the street cabs get theit power from the same electricity supply as the street lights?

[Impz2002]

yup you got it in one !

makes you wonder who pay the bills !

[ianripping]

just got a free wireless router out of them now aswell