new install / upgrade problems activating? [Archive]

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Ian-S

14-10-2009, 16:50

Hi

Is it true that Virgin Media is having problems activating new Broadband installs, upgrades and replacements this last couple of days?

I had a problem with my modem so they sent an engineer out and he replaced it with a VM256 modem, it's all synced up but I can't get to the WWW through it (using 3G dongle for this).

Anyway the engineer said there was a problem at Virgin and they couldn't activate new installs, to give it a few hours and it'd sort itself, a few hours later nothing is working so I call customer services and eventually get the same story...

Is this true or am I being fobbed off?

I'm a cynic so don't always believe what tech support people tell me :)

Thx

bbxxl

15-10-2009, 14:11

Mine was upgraded Monday and I still have not been registered. They are feeding me the same line and yesterday told me it should be fixed within the next 5 days...
I am not at all happy and really not sure I believe them.

Ian-S

15-10-2009, 15:25

got mine fixed, details here:
http://www.cableforum.co.uk/board/62/33656739-problems-at-vm-with-broadband-activations.html

might me something similar perhaps.

bbxxl

16-10-2009, 08:13

Mine has been confirmed as 50Mb according to their system and it was a 50Mb modem they installed so no joy for me.
Glad yours is working though :)

saeedk786

16-10-2009, 11:15

yeah they are having problems

but it sorts it self out after a few hours

i had a 50mb install yesterday

bbxxl

16-10-2009, 11:21

A few hours? Mine still was not working this morning...

webcrawler2050

16-10-2009, 11:24

A few hours? Mine still was not working this morning...

Give them a call..

bbxxl

16-10-2009, 11:46

Last time I called Wednesday evening I was told they can't give me any more information but it should be fixed 'within 5 days'

webcrawler2050

16-10-2009, 11:46

Last time I called Wednesday evening I was told they can't give me any more information but it should be fixed 'within 5 days'

Kepp calling. Other people seem to be getting activated.

bbxxl

16-10-2009, 11:58

Having spent most of Mon/Tues/Wed evening on the phone to CS I took an evening off yesterday. After holding for 20 minutes I get thorugh to either someone who tries to put you through and cuts you off or to someone who can give no details apart from the fact it's been escalated, apparently to someone they can't speak to and get no information from.

Ian-S

16-10-2009, 14:32

I'd say go through to retentions (cancellations) and create merry hell.
First time I called up the person said sorry you'll have to wait till 11th November before it's sorted, I couldn't believe it.

Are you able to get into the configuration menu of the modem and look up what is in the event log? cos in the end I had to tell them what the problem was rather than they troubleshoot it for me, luckily the guy I got put through to knew how to use initiative rather than read from a script.

fireman328

16-10-2009, 14:46

Pay monkeys, get peanuts.

bbxxl

16-10-2009, 16:34

Any idea how you get in to the modem's config menu?

Thanks.

Ian-S

16-10-2009, 16:52

assuming all modems have the same setup, plugin to the modem and enter this into your browser:

http://192.168.100.1/

username & password: root

The IP might be different for your modem, maybe a 10 or 11 instead of the final 1.

Peter_

16-10-2009, 20:10