View Full Version : Internet issues - DNS? or what?
I have been having issues with accessing web sites over the last two days.
Various web sites either fail to load at all or hand part way through.
I have tried them on a Mac and a PC, via a wireless network or directly connect to the cable modem. In all cases it makes no difference the web sites cannot be accessed properly. The ones I have had issues with are :-
www.miceage.com - does not load at all
www.appleinsider.com - hangs part way through, seems to be trying to connect to an ad server.
www.nthellworld.co.uk - could not access it at all yesterday and this morning, but now appears to be OK.
www.macnn.com - never finishes loading
www.macuser.co.uk - never finishes loading
It seems as if the DNS cannot be resolved for some sites or sites referenced from others (i.e. adverts).
I have called Virgin Media and as usual they were less than useful.
Spent ages on the phone as soon as I managed to get one of the sites to work (which sometimes they do), they said there was no problem and went.
I have rebooted the cable modem, connected directly to it with PC or Mac and cannot get access to the sites above without issue, but other sites work fine. I have tried setting up different DNS servers but it appears to make no difference at all.
Any help / ideas would be great.
Ian
Axegrinder
15-12-2008, 21:38
www.miceagecom Does not load for me, all the other sites load fine, using virgins DNS servers.
www.miceagecom Does not load for me, all the other sites load fine, using virgins DNS servers.
What DNS servers are you using?
Do the sites load right away or do they take a while to complete.
The web site should be www.miceage.com (typo in the original)
Ian
They all load for me, but im using OpenDNS.
They all load for me, but im using OpenDNS.
I have the OpenDNS entries in use at the moment but it is making no difference at all. What else could be the issue if it is not a DNS problem?
---------- Post added at 22:49 ---------- Previous post was at 22:21 ----------
I have traced the ww.miceage.com and it appears to never get resolved, here is the trace :-
Traceroute has started ...
traceroute to mongo.runwire.com (207.183.235.30), 64 hops max, 40 byte packets
1 10.0.1.1 (10.0.1.1) 3.484 ms 1.120 ms 1.054 ms
2 10.211.156.1 (10.211.156.1) 7.949 ms 7.356 ms 10.205 ms
3 bagu-t2cam1-a-v146.network.virginmedia.net (80.5.167.29) 18.868 ms 9.709 ms 10.227 ms
4 bagu-t3core-1a-ae1-0.network.virginmedia.net (195.182.175.1) 10.357 ms 11.768 ms 18.480 ms
5 man-bb-a-so-310-0.network.virginmedia.net (80.5.161.37) 10.111 ms 13.217 ms 10.648 ms
6 212.187.136.125 (212.187.136.125) 11.343 ms 9.614 ms 12.502 ms
7 ae-4-4.ebr1.London1.Level3.net (4.69.133.102) 21.568 ms 38.743 ms 17.810 ms
8 ae-1-100.ebr2.London1.Level3.net (4.69.132.118) 21.443 ms 26.026 ms 18.261 ms
9 * * *
10 * ae-91-91.csw4.NewYork1.Level3.net (4.69.134.78) 88.565 ms ae-61-61.csw1.NewYork1.Level3.net (4.69.134.66) 93.303 ms
11 ae-84-84.ebr4.NewYork1.Level3.net (4.69.134.121) 107.233 ms 95.510 ms 121.229 ms
12 ae-2.ebr4.SanJose1.Level3.net (4.69.135.185) 165.250 ms 169.834 ms 161.087 ms
13 ae-94-94.csw4.SanJose1.Level3.net (4.69.134.254) 155.586 ms 158.069 ms 162.155 ms
14 ae-91-91.ebr1.SanJose1.Level3.net (4.69.134.205) 161.312 ms 168.348 ms 162.585 ms
15 ae-4-4.car2.Sacramento1.Level3.net (4.69.132.157) 175.199 ms 158.136 ms 168.430 ms
16 ae-11-11.car1.Sacramento1.Level3.net (4.69.132.149) 361.778 ms 180.290 ms 208.619 ms
17 SUREWEST-CO.car1.Sacramento1.Level3.net (4.53.200.10) 166.131 ms 161.133 ms 157.851 ms
18 246.98-30-64.ftth.swbr.surewest.net (64.30.98.246) 159.954 ms 159.959 ms 159.244 ms
19 207.183.253.29 (207.183.253.29) 171.019 ms * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * *
Tech_Boy
15-12-2008, 23:04
all load fine for me via VM's dns servers
homealone
15-12-2008, 23:07
all load fine for me via VM's dns servers
same here - is it possibly a firewall problem, not DNS?
12/15/08 23:08:05 Fast traceroute miceage.com
Trace miceage.com (207.183.235.30) ...
1 192.168.1.1 2ms 1ms 1ms TTL: 64 (No rDNS)
2 10.249.136.1 10ms 8ms 12ms TTL:255 (No rDNS)
3 82.13.48.193 15ms 11ms 15ms TTL:254 (nott-t2cam2-b-v613.network.virginmedia.net ok)
4 195.182.175.141 32ms 15ms 13ms TTL:252 (nott-t3core-1b-ae3-0.network.virginmedia.net ok)
5 213.105.174.173 33ms 16ms 15ms TTL:252 (nth-bb-b-as1-0.network.virginmedia.net ok)
6 212.43.162.213 22ms 55ms 19ms TTL:250 (man-bb-a-so-220-0.network.virginmedia.net ok)
7 212.187.136.125 21ms 21ms 56ms TTL:250 (No rDNS)
8 4.69.133.102 28ms 23ms 32ms TTL:249 (ae-4-4.ebr1.London1.Level3.net ok)
9 4.69.132.118 32ms 24ms 37ms TTL:248 (ae-1-100.ebr2.London1.Level3.net ok)
10 4.69.137.74 96ms 93ms 93ms TTL: 56 (ae-43-43.ebr1.NewYork1.Level3.net ok)
11 4.69.134.70 123ms 98ms 129ms TTL:246 (ae-71-71.csw2.NewYork1.Level3.net ok)
12 4.69.134.117 104ms 115ms 108ms TTL:245 (ae-74-74.ebr4.NewYork1.Level3.net ok)
13 4.69.135.185 206ms 178ms 172ms TTL:244 (ae-2.ebr4.SanJose1.Level3.net ok)
14 4.69.134.250 200ms 174ms 167ms TTL:243 (ae-84-84.csw3.SanJose1.Level3.net ok)
15 4.69.134.201 194ms 171ms 181ms TTL:242 (ae-81-81.ebr1.SanJose1.Level3.net ok)
16 4.69.132.157 191ms 173ms 174ms TTL:241 (ae-4-4.car2.Sacramento1.Level3.net ok)
17 4.69.132.149 174ms 173ms 174ms TTL:240 (ae-11-11.car1.Sacramento1.Level3.net ok)
18 4.53.200.10 165ms 166ms 162ms TTL:239 (SUREWEST-CO.car1.Sacramento1.Level3.net ok)
19 64.30.98.246 165ms 166ms 175ms TTL:238 (246.98-30-64.ftth.swbr.surewest.net ok)
20 207.183.253.29 167ms 178ms 182ms TTL:237 (No rDNS)
21 207.183.235.30 168ms 167ms 175ms TTL: 44 (mongo.runwire.com ok)
moaningmags
15-12-2008, 23:16
All the sites above load fine for me using VM DNS servers.
Which are
194.168.4.100
194.168.8.100
It is not a firewall problem as I have turned it of on all three machines I have here. There is no firewall in the cable modem to my knowledge (it is the standard one provided by VM).
I can't see it being an issue with the actual computers as they are 2 Macs and a Windows XP laptop. All show the same issue, web site either fail to load or hang part way as though some content cannot be reached. For instance the www.appleinsider.com web site hangs for me when it is trying to get ad content from ad.doubleclick.net The page may eventually load OK but it can take 10 minutes or just never complete at all. On the other hand I can access the BBC News page instantly and stream video news with no issues at all. So it does not look like a speed issue locally.
It makes no difference which browser I use, Safari, Firefox or IE7 they all show the exact same issue.
It is as though 50% of the internet is just not operating correctly on my connection. I have never seen anything like this before. There have been no changes at my house that could have affected this.
---------- Post added at 06:04 ---------- Previous post was at 06:04 ----------
All the sites above load fine for me using VM DNS servers.
Which are
194.168.4.100
194.168.8.100
They are the servers I am using as well.
th'engineer
16-12-2008, 07:35
have you a router if you have reset router
Well it's not a DNS issue, all that does is convert the URL to an IP address - if that fails you get nothing at all. It could concievably fail resolving the ad server address, but I don't think that is happening.
Some points of note:
appleinsider.com aand macnn.com are both on the same server - 207.58.150.187 so no surprise they have similar issues.
nthellworld.co.uk and cable forum are on the same server 87.106.245.143 so if one wasn't working then neither should this - but you say nthellworld is OK now.
If you are using a router does it make any difference if you connect direct to the modem (don't forget to reboot it)? I initially thought of bogon filters but again that would generally stop the page loading at all. If you have a router it may need a reset as mentioned by th'engineer - a proper reset not just a reboot. The miceage.com I suspect is a bogon filter issue, if it is you need to get hold of them and get their hosting provider Surewest Internet to fix it - but I can't find any contact info on the site and both miceage.com and micechat.com are registered through 3rd parties.
You could try contacting macuser mailbox@macuser.co.uk and see if other users are having the same issue.
It's an odd one, sorry for such a long and ultimately unhelpful post.
By the way in the course of my investigation a typo led me to discover that nthellworld.com redirects to virginmedia.com - made me laugh anyway.
iTekweni
16-12-2008, 17:49
Hi guys I am suffering a similar fate that sites I visit on a regular basis are now not being able to access even this site, I have reset my network router as recommended but still nothing so I connected my pc direct to the modem and it works ok, ????? is my router on its way out
Looks like bogon filters, they should update eventually, in the meantime you could try telling your router to use you PC's mac address.
You can always find out if your computer is DNSing okay by using the NSLOOKUP command line utility.
Start > Run...
enter "command" in the box and press okay
At the command prompt type "nslookup miceage.com" and press <enter>
This will do a DNS lookup and display some info including the name of the DNS server.
Type "exit" and press <enter> to close the window.
More details:
http://en.wikipedia.org/wiki/Nslookup
http://support.microsoft.com/kb/200525
iTekweni
16-12-2008, 18:31
Joxer thanks very much this looks to have solved the problem for now
Well it's not a DNS issue, all that does is convert the URL to an IP address - if that fails you get nothing at all. It could concievably fail resolving the ad server address, but I don't think that is happening.
Some points of note:
appleinsider.com aand macnn.com are both on the same server - 207.58.150.187 so no surprise they have similar issues.
nthellworld.co.uk and cable forum are on the same server 87.106.245.143 so if one wasn't working then neither should this - but you say nthellworld is OK now.
If you are using a router does it make any difference if you connect direct to the modem (don't forget to reboot it)? I initially thought of bogon filters but again that would generally stop the page loading at all. If you have a router it may need a reset as mentioned by th'engineer - a proper reset not just a reboot. The miceage.com I suspect is a bogon filter issue, if it is you need to get hold of them and get their hosting provider Surewest Internet to fix it - but I can't find any contact info on the site and both miceage.com and micechat.com are registered through 3rd parties.
You could try contacting macuser mailbox@macuser.co.uk and see if other users are having the same issue.
It's an odd one, sorry for such a long and ultimately unhelpful post.
By the way in the course of my investigation a typo led me to discover that nthellworld.com redirects to virginmedia.com - made me laugh anyway.
Just a few points to clarify.
1. I still have the same issue is has not gone away for me.
2. I am not using a router. I have connected the computer directly to the modem and I have the exact same issue.
3. I can get to most sites but they do not load fully, they appear to hang when trying to retrieve content from other sites that are referenced on the site being visited. So I can get to www.appleinsider.com, the page starts to load, but then hangs and does complete. I can see in the status bar of Firefox that it is trying to get information from a server, usually something like ads.something.net and then gets no further.
Are you using ESET NOD32 by any chance?
http://www.cableforum.co.uk/board/19/33635705-intermittent-internet-access.html
Are you using ESET NOD32 by any chance?
http://www.cableforum.co.uk/board/19/33635705-intermittent-internet-access.html
No I'm not using NOD32.
I also have this issue on 3 machines - 1 PC and 2 Mac's.
I have spent over 2 hours on the phone with VM support and it was a complete waste of time. They tried to blame it on - Firewall, Virus, Spyware, web site failures, etc, etc. All of which I disproved, but apparently it is still 'my' problem and not theirs. They have done nothing to sort the problem out.
I really cannot see how it can be at my end :-
Problem started at same time / date on all three machines.
2 Mac's and 1 PC and iPhone all affected with the same problem.
Have excluded the wireless network and still the Mac's and PC have the same problem when directly connected to the cable modem.
It appears to be that web sites that contain advertising are the ones that cause the most problems, i.e I cannot get a connection to the sites serving the ads, or of I do get a connection it is very slow.
I also still have no access to www.miceage.com at all from home, but it works great on my mobile and at work with the same laptop!
I am totally at a loss, and can't swap away from VM as the BT lines in my area only support 1.5MB/sec.
Confusing the hell out of me, if you don't mind (and believe I am a VM employee) if you PM me something to identify your account - account/telephone no. modem mac address or virgin/blueyonder/ntlword email address I will look into it, I'm not at work until Thursday though so limited until then.
In he meantime, does using an adbolcker to block the ads in question help?
If you are online tomorrow try the MSN link on the right - I'll try to remember to log in.
Those symptoms sound EXACTLY the same as I was getting until I removed NOD32. And I'm also in Warrington - hmmmmmmmmmm! I have no idea what the problem was - NOD32 obviously works okay for many folks. I can only assume it was some timing related interaction somewhere.
Try the nslookup instructions above - I bet that works fine.
Different tack: have you checked that your router is not configured to block certain URLs or scripts like Java or ActiveX?
Those symptoms sound EXACTLY the same as I was getting until I removed NOD32. And I'm also in Warrington - hmmmmmmmmmm! I have no idea what the problem was - NOD32 obviously works okay for many folks. I can only assume it was some timing related interaction somewhere.
Try the nslookup instructions above - I bet that works fine.
Different tack: have you checked that your router is not configured to block certain URLs or scripts like Java or ActiveX?
I don't have NOD32 installed on my 2 Mac or my PC, I don't even know what it is and I bet it does not even exist for the Mac OS.
I have tried all computers connected directly to the cable modem as stated in earlier posts, it makes no difference, so it is not a router problem.
Thanks for the suggestions though, I'm glad of any help at the moment.
Ian
You could try using a proxy, in IE on XP it will be under tools - internet options - connections - LAN settings tick use aproxy server fo rmy lan and put webcache.blueyonder.co.uk in the address and 8080 in the port and tick bypass proxy for local addresses - see if that makes a difference.
I did some testing earlier and got an advert from burstnet.com - but when I tried to trace to it it wouldn't resaolve - it wouldn't resolve at dnsstuff.com either (so how did I manage to get the pic?) but did at iptools.com, which is odd.
When it hangs waiting for the adverts what is the domain? ie the something.net/something.com? You could try running a traceroute to there and try to find where it is failing.
Sorry, I wasn't trying to suggest that you had NOD32 (an anti-virus program BTW) - just that your symptoms appear to be the same. I had particular problems with ebay pages. These often use stuff located about many subdomains and Firefox would hang about 'looking up xxx.ebay.com' or whatever.
I have tried all computers connected directly to the cable modem as stated in earlier posts, it makes no difference, so it is not a router problem.
I'm not sure why you are discounting the router. It seems that this, and the VM line, are the only common factors. I tried a second, but identical Netgear router, and had similar problems. Can you try a completely different router?
---------- Post added at 18:04 ---------- Previous post was at 17:56 ----------
You could try using a proxy, in IE on XP it will be under tools - internet options - connections - LAN settings tick use aproxy server fo rmy lan and put webcache.blueyonder.co.uk in the address and 8080 in the port and tick bypass proxy for local addresses - see if that makes a difference.
You've just reminded me! Using a proxy helped me enormously. At the time I was chasing round the old list here for proxies that were still working:
http://homepage.ntlworld.com/robin.d.h.walker/cmtips/trancache.html
Now you can use webcache.virginmedia.com or webcache.blueyonder.co.uk instead.
Sorry, I wasn't trying to suggest that you had NOD32 (an anti-virus program BTW) - just that your symptoms appear to be the same. I had particular problems with ebay pages. These often use stuff located about many subdomains and Firefox would hang about 'looking up xxx.ebay.com' or whatever.
I'm not sure why you are discounting the router. It seems that this, and the VM line, are the only common factors. I tried a second, but identical Netgear router, and had similar problems. Can you try a completely different router?
---------- Post added at 18:04 ---------- Previous post was at 17:56 ----------
You've just reminded me! Using a proxy helped me enormously. At the time I was chasing round the old list here for proxies that were still working:
http://homepage.ntlworld.com/robin.d.h.walker/cmtips/trancache.html
Now you can use webcache.virginmedia.com or webcache.blueyonder.co.uk instead.
I don't have a router in the set up at all at the moment, as I said I just connect the computers to the modem directly to test the issue.
---------- Post added at 18:44 ---------- Previous post was at 18:41 ----------
You could try using a proxy, in IE on XP it will be under tools - internet options - connections - LAN settings tick use aproxy server fo rmy lan and put webcache.blueyonder.co.uk in the address and 8080 in the port and tick bypass proxy for local addresses - see if that makes a difference.
I did some testing earlier and got an advert from burstnet.com - but when I tried to trace to it it wouldn't resaolve - it wouldn't resolve at dnsstuff.com either (so how did I manage to get the pic?) but did at iptools.com, which is odd.
When it hangs waiting for the adverts what is the domain? ie the something.net/something.com? You could try running a traceroute to there and try to find where it is failing.
Problem solved - you are an absolute star!!!!
Since I have entered the proxy it works 100% first time on all the sites that I had issues with. If I remove the proxy the issue returns.
Does this mean it is a VM issue? Should I call them and tell them?
What do they need to do to resolve this so that I don't need to use a proxy, I have never needed one before.
Glad it fixed it, unfortunately it doesn't tell us what was wrong, Still could be bogon filters, though that is fairly unlikely since it was happening on more than one IP address, though possible. If it was then it will sort itself eventually. the other thing is routing issues, I'll check tomorrow.
Glad it fixed it, unfortunately it doesn't tell us what was wrong, Still could be bogon filters, though that is fairly unlikely since it was happening on more than one IP address, though possible. If it was then it will sort itself eventually. the other thing is routing issues, I'll check tomorrow.
At least I know it was not at my end, after many hours of being told by the VM support line that it was. I knew very well it was not a local issue as I had tested it to prove that all local parameters were remove from the equation.
Let me know if you need anymore info to get to the bottom of the problem.
I will check over the next few days to see if the problem still exists without the proxy in place. Not exactly good news for VM to have to use the proxy server of a competitor to make the VM service work!! Still at least I have service restored.
Thanks for your help.
Ian
I don't have a router in the set up at all at the moment, as I said I just connect the computers to the modem directly to test the issue.Sorry, my bad. I didn't read your post correctly.
BTW, Blueyonder (aka Telewest) is now part of VirginMedia.
I wonder if this is a Warrington issue. Ex-member Kryogenik also suffered from this and IIRC he was in Warrington too. Would be nice to get to the bottom of this.
I still have to use the proxy to get my internet access to work properly so it does not look like this has been fixed yet.
I noticed in this thread :-
http://www.cableforum.co.uk/board/12/33643186-50mb-nightmare-page-2.html#post34699882
That someone in Warrington is having the same issue as me, they have been moved to the 50MB service though and I am only on 10MB.
When did they turn the 50MB on in Warrington? Was it Sunday? Because that is the day that I started to have problems!!
Are we beginning to see the light, could the issues be related to the 50MB rollout?
I still have to use the proxy to get my internet access to work properly so it does not look like this has been fixed yet.
I noticed in this thread :-
http://www.cableforum.co.uk/board/12/33643186-50mb-nightmare-page-2.html#post34699882
That someone in Warrington is having the same issue as me, they have been moved to the 50MB service though and I am only on 10MB.
When did they turn the 50MB on in Warrington? Was it Sunday? Because that is the day that I started to have problems!!
Are we beginning to see the light, could the issues be related to the 50MB rollout?
No, im still have the same problem but i'll give it a go now and see if it sorts it out. Yes, the problem started for me on Sunday, the roll out was due for Monday, so could all be connected.
As for 50mb, no i'm still on 20mb, really can't get any sense out of VM, only one out of about 35 people i've spoke to there today had an idea about what was going on and got my modem working again within an hour (well done to that guy, VM need more like him).
---------- Post added at 18:46 ---------- Previous post was at 18:38 ----------
Yep - thats done the trick!
Parky - have you done this on the Mac, if so how do you do it in Safari? (sorry me being thick!!)
No, im still have the same problem but i'll give it a go now and see if it sorts it out. Yes, the problem started for me on Sunday, the roll out was due for Monday, so could all be connected.
As for 50mb, no i'm still on 20mb, really can't get any sense out of VM, only one out of about 35 people i've spoke to there today had an idea about what was going on and got my modem working again within an hour (well done to that guy, VM need more like him).
---------- Post added at 18:46 ---------- Previous post was at 18:38 ----------
Yep - thats done the trick!
Parky - have you done this on the Mac, if so how do you do it in Safari? (sorry me being thick!!)
To sort it on a Mac :-
Go to System Preferences > Networks
Then click on the Advanced button.
You should then have a window with a number of tabs across the top.
Click in the Proxies Tab.
Then click on the Web Proxy (HTTP) entry in the list on the left, make sure you click the tick box to turn it on.
Then enter the proxy server name in the Web Proxy Server field and enter the port number in the small field on the right after the ":".
Then click OK.
On the next screen click Apply.
You are sorted.
Ian
Mate - you're a star, all sorted now.
Hopefully we can remove the Blueyonder proxy sometime in the future once VM fix the problem, but I won't hold my breath.
They must know about this issue, it cannot just be affecting you and me!
Hopefully they do, the thing is who do you tell? Everyone you speak to doesn't have a clue and all they want you to do is unplug the modem and plug it back in again.
I tell you, this past 24 hrs i've been real nasty on the phone and thats not like me, you just want to shake them and say listen to me!!
Fingers crossed and my 50mb issue will be resolved tomorrow, as i've finally gotten to the bottom of it, and spoke to someone in the know.
Right thanks Parky for the PM.
I've done 2 things to help here, first I've configured openDNS servers on my router this helped a little with www.google.com, but I still had problems with pages with ads and links from other sites. so I did the PRoxy thing in firefox on each PC.
Still don't know if this is a VM issue, two possibilities:
1. Routing issues - no know issues that I could find - doesn't mean there aren't any. Possibly VM issue, possibly somewhere else - if it is a VM issue it needs people to call in to get it raised quickest. Doing some traceroutes to the hosts that aren't responding would help here, but telling that apart from failed traces caused by option 2 is not so easy, unless you are used to reading and understand the output.
2. Bogon filters, could be related to 50Mb roll out, new IP addresses being used and have not been removed for the hosting providers bogon filters yet - this should happen fairly quickly and automatically though some hosting providers are more lax than others.
Option 1 may or may not be a VM issue, option 2 isn't one it is an issue with the host hosting the website or hosting the adverts that don't show up.
Still don't know if this is a VM issue, two possibilities:
1. Routing issues - no know issues that I could find - doesn't mean there aren't any. Possibly VM issue, possibly somewhere else - if it is a VM issue it needs people to call in to get it raised quickest. up.
Done that 3 times now, twice they are blaming my equipment (4 different pc's all have the same issue all at the same time ???) and the other they blam my router but it does the same if i connect direct.
I'm willing to PM you my mobile for you guys to call me but I'm not wasting anymore of my life on the phone to VM call centres anymore.
I've been on to them for 25 -30 hours over the last 3-4 weeks.
Last problem I was being rejecting by the SMTP server for not being part of the VM ip address ranges after a planned 24hour outage. (that you didnt tell us about, but accidently called me to book an engineer for the time the outage started) That also was my fault even though 3 of my family and friend had the same issue in warrington.
This is looking more like option 2, unfortunately I am actually the wrong person to be dealing with this as I deal with the ex telewest network,. not NTL.
All,
If you live in the warrington area and are having problems with browsing and what appears to be DNS type issues, please PM me as i have a direct Number for 50mb BB help in liverpool.
They are asking me to get you guys to log calls so they can see the size of the problem.
This might not just be on the 50mb connection but also on the 20mb too.
I'm in Warrington and I've noticed this problem too but only if I run NOD32 antivirus.
I'm on:
Maximum Downstream Data Rate : 2148000 bps
Maximum Upstream Data Rate : 256000 bps
no nod32 ere, 3 different AV all having the same problem.
NedPointsman
20-12-2008, 10:52
Another one in Warrington experiencing the same problems for about a week now, no nod32 here either.
It has now been an issue for exactly 1 week, and no work from VM on what they are doing about it. It really is a disgrace!
Hopefully they do, the thing is who do you tell? Everyone you speak to doesn't have a clue and all they want you to do is unplug the modem and plug it back in again.
I tell you, this past 24 hrs i've been real nasty on the phone and thats not like me, you just want to shake them and say listen to me!!
Fingers crossed and my 50mb issue will be resolved tomorrow, as i've finally gotten to the bottom of it, and spoke to someone in the know.
---------
We are not all like that mate. I for sure know i dont have any scripts to follow.
Rebooting the modem is common practice.. the amount of people who do not actually do it before phoning Tech Support is crazy.
I do aggree though.. if you actually have a fair knowledge of whats going on and you explain it .. then thats a reason for something to be checked.
i would probably have spoken to 2nd line if you got me.
iTekweni
21-12-2008, 15:39
I am so tired of talking to customer services because they treat you like an idiot reboot this connect direct to modem remove this it is the same every time I phone and nothing positive gets done I am so tired of paying for 20Mbit speed and getting slower speeds than my son who live 7 doors down and who is on 10mbit with no speed loss at all.
so tired of compalining to deaf ears
Stabhappy
21-12-2008, 16:25
They have to treat you like an idiot. Imagine treating everyone like they're in-the-know, there wouldnt be any tech appointment slots open because the tech would be rebooting a modem only to find out there's no problem around the corner!
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We are not all like that mate. I for sure know i dont have any scripts to follow.
Rebooting the modem is common practice.. the amount of people who do not actually do it before phoning Tech Support is crazy.
I do aggree though.. if you actually have a fair knowledge of whats going on and you explain it .. then thats a reason for something to be checked.
i would probably have spoken to 2nd line if you got me.
I know what your saying mate, i i do know that there are people there who are actually able to help you. The thing is most of the time you get the Indian call center, and when you do you've got no chance of getting anything sorted. When i did finally get someone in the know, they spotted the problem within two mins and told me they will pass it on to IT to be sorted, within about an hour i had my service back on again.
I understand that a lot of people don't have a clue about turning everything off and on again, but the thing is, they're asking me to do that because they really don't have any other answers for me and conclude with "We need to send an engineer out". Trust me - i don't need an engineer!!
Still no progress with this.
iTekweni
27-12-2008, 10:07
Still no progress with this.
I know the feeling m8 mine still the same
After my complaint to www.ispa.org.uk I got a call from VM and was told that I would get a call from a senior tech yesterday. I did get the call and it was from the Chief Execs office, a very nice man listened to the issue and agreed it was a problem at VM, he was technical and understood the issue fully. We did a few more tests and he then got another tech to call me so that I could provide some additional trace logs which would help them.
I have since had another call from VM today who said that they had identified the issue and that is should be resolved and would I mind testing my internet without the proxy.
Great news it appears that the issue has indeed been fixed, it was some sort of routing issue which started on the 11th Dec. Hopefully this has now been fully resolved and we should all be fixed. Let me know!
Ian
Hey, glad you got it sorted eventually.
theholydave
31-12-2008, 14:55
It will be a happy happy new year if this is sorted! I'll let you know when i get home!
All seems to be sorted for me too. I'm also getting pretty good wireless speeds at the minute too.
https://www.cableforum.co.uk/images/local/2009/01/43.png (http://www.speedtest.net)
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