Firemaster
06-05-2008, 17:15
i have had a few problems with virgin but this one problem has returned, not so much of a problem you would think, call virgin customer support they will help you out :erm::td: afraid not here is a brief break down of what happens and also a to the point email that maybe winging its way to the complaints dept
Dear sir/madam
i have spent nearly an hour on the phone to the so called helpdesk team to resolve a issue i have with my internet connection dropping in and out between the hours of 20:00 and 21:00.
the issue is as follows
20:00 onwards if iuse the following in a command prompt "ping www.bbc.co.uk -t" or usee the ip address the computer will continually ping that address. you can then see when the connection drops as the example shows
Pinging www.bbc.net.uk [212.58.228.41] with 32 bytes of data:
Reply from 212.58.228.41: bytes=32 time=17ms TTL=242
Reply from 212.58.228.41: bytes=32 time=16ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=20ms TTL=242
Reply from 212.58.228.41: bytes=32 time=17ms TTL=242
Reply from 212.58.228.41: bytes=32 time=16ms TTL=242
Request Timed out
Request Timed out
Request Timed out
Request Timed out
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=20ms TTL=242
Reply from 212.58.228.41: bytes=32 time=92ms TTL=242
Request Timed out
Request Timed out
Each time i have to run through the usual "have you turned off the modem" "are you connected to a router". I work in I.T, I am a desktop and network engineer, and i beleive the problem is outside of my control although your helpdesk team seem to think they can fob me off with its your software interfering with the connection and for this pleasure it has cost me in phone calls. Last night i ws also told that i would have a call back from virgin for more details from another engineer but 2230 came no call.
so to eliminate everything they have come up with, i have removed the antivirus from my pc and any other software which accesses the internet or scans the internet, Still having issues.
Also i have a windows server 2003 not configured at present so its a basic build no software no nothing this also has connection issues. so please tell me how, in my house hold there are 3 laptops 2 pc's, 1 server and they all have this connection problem because of software?
Now i would like to take you back to about a year ago, like i keep explaining to the so called helpdesk, i had the exact same problem, they changed the modem with a engineer visit this did not resolve the problem, but they did infact find a problem somewhere and they fixed it, no help from me, nothing changed the engineers somewhere did something and it was resolved. is it the same thing again? will helpdesk pass this onto the cable engineers to investigate? no its software!!!???
i have got to the end of my teather with this and if it was'nt for the virgin people being on holiday yesterday i would no longer be a virgin customer.
i would prefer it if i could speak to an engineer who knows what he is doing and does not go through a computerised check list and if cant find a fault puts it down to anything they can think of. Also i would need this engineer technician to be available between 20:00 and 21:00 as this is the time it is at its worst.
So on the offchance i thought i would hunt the net and came across your website, does anyone have any ideas how i can get them to take this serious? or am i banging my head against a brick wall? do you have any ideas?
thanks for the rant and any help much appreciated
Dear sir/madam
i have spent nearly an hour on the phone to the so called helpdesk team to resolve a issue i have with my internet connection dropping in and out between the hours of 20:00 and 21:00.
the issue is as follows
20:00 onwards if iuse the following in a command prompt "ping www.bbc.co.uk -t" or usee the ip address the computer will continually ping that address. you can then see when the connection drops as the example shows
Pinging www.bbc.net.uk [212.58.228.41] with 32 bytes of data:
Reply from 212.58.228.41: bytes=32 time=17ms TTL=242
Reply from 212.58.228.41: bytes=32 time=16ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=20ms TTL=242
Reply from 212.58.228.41: bytes=32 time=17ms TTL=242
Reply from 212.58.228.41: bytes=32 time=16ms TTL=242
Request Timed out
Request Timed out
Request Timed out
Request Timed out
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=19ms TTL=242
Reply from 212.58.228.41: bytes=32 time=20ms TTL=242
Reply from 212.58.228.41: bytes=32 time=92ms TTL=242
Request Timed out
Request Timed out
Each time i have to run through the usual "have you turned off the modem" "are you connected to a router". I work in I.T, I am a desktop and network engineer, and i beleive the problem is outside of my control although your helpdesk team seem to think they can fob me off with its your software interfering with the connection and for this pleasure it has cost me in phone calls. Last night i ws also told that i would have a call back from virgin for more details from another engineer but 2230 came no call.
so to eliminate everything they have come up with, i have removed the antivirus from my pc and any other software which accesses the internet or scans the internet, Still having issues.
Also i have a windows server 2003 not configured at present so its a basic build no software no nothing this also has connection issues. so please tell me how, in my house hold there are 3 laptops 2 pc's, 1 server and they all have this connection problem because of software?
Now i would like to take you back to about a year ago, like i keep explaining to the so called helpdesk, i had the exact same problem, they changed the modem with a engineer visit this did not resolve the problem, but they did infact find a problem somewhere and they fixed it, no help from me, nothing changed the engineers somewhere did something and it was resolved. is it the same thing again? will helpdesk pass this onto the cable engineers to investigate? no its software!!!???
i have got to the end of my teather with this and if it was'nt for the virgin people being on holiday yesterday i would no longer be a virgin customer.
i would prefer it if i could speak to an engineer who knows what he is doing and does not go through a computerised check list and if cant find a fault puts it down to anything they can think of. Also i would need this engineer technician to be available between 20:00 and 21:00 as this is the time it is at its worst.
So on the offchance i thought i would hunt the net and came across your website, does anyone have any ideas how i can get them to take this serious? or am i banging my head against a brick wall? do you have any ideas?
thanks for the rant and any help much appreciated