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View Full Version : stuck in Internet limbo

jayandfoo
29-09-2008, 21:22
Hi all,

Apologies if this message doesn't make sense but am posting from my iphne due to having no Internet connection.

Last thursday we had a power cut and the modem had to be restarted. When we tried to access the Internet, which had worked fine just minutes before, we kept getting taken to the broadband activation page and only a local connection.

Spoke to virgin on the Friday who initially didn't know what the issue was and raised a work order for the IT dept. And I was told it would be sorted in 24 -48 hours.

I left it over the weekend but got home today and still no Internet. Rang virgin again who said I would have the internet back in around 5 days. Does anyone have any idea why this has happened? It's been the final nail in the coffin for us so we have given our 30 days notice today but in the meantime we still have to pay for a service we're not getting and not being advised what the issue is. Is this a known issue or just another bit of bad luck we have had with our service?

Thanks, hayley
whydoIneedatech
29-09-2008, 21:27
This only ever happens to EX-NTL customers and it means you are stuck in what is called a "Walled Garden" and the Activation process just goes into a loop, the easiest way to resolve this issue is to swap the modem and this should sort you out, and that is how I would have handled this and I would have sent an engineer out to lessen the impact on you the customer.
jayandfoo
29-09-2008, 21:36
apologies for my double post ..... Not the easiest, posting from a phone!

Thanks for the advice. I would buy another modem if we were't leaving virgin but it doesn't seem worth it. It's so frustrating when they know what the issue is but won't resolve it as quickly and easy as possible
whydoIneedatech
29-09-2008, 21:38
apologies for my double post ..... Not the easiest, posting from a phone!

Thanks for the advice. I would buy another modem if we were't leaving virgin but it doesn't seem worth it. It's so frustrating when they know what the issue is but won't resolve it as quickly and easy as possible
That is just the quick way to resolve this issue, raising the fault to IT is the official way, and Virgin modems are actually free to customers.