Shocking service for months L18

[Nanor]

This has now been going on for months. Downloads that vary wildly between 20Mb and 1Mb (on 20Mb package), uploads that seem to vary between 0.5Kb and 550kb (it used to max out but that hasn't happened in a long time), severe issues when browsing the internet, packet loss hovering around the 20% mark and not being able to use iPlayer or game online (haven't managed a decent session online since October due to connection issues).

The periods of poor to woeful connection speed briefly lessened but have now come back worse than ever. Issues are across the board on all devices (PS3, XBox, iPhone and PC) and do not improve when connected directly to the modem.

Over the last few days I've also found webmail to be virtually unusable with either timeouts or extremely lengthy loading times on any click, this has also been a problem with most of our browsing. Online gaming has been impossible.

I've reported this to support several times and the current fault reference is F001150576 but i can get no idea of when a fix is due. I've been speaking to a few friends in the area and they have all complained about this as well. I'm getting really annoyed by this and am seriously considering jumping ship. I've had a great run with Virgin with only a few issues over the last few years but three months to sort out a problem that's seriously affecting the connection in L18 :confused: That is totally unacceptable. Am I alone in experiencing a brick wall when trying to get a service I'm paying for or have I just been extremely unlucky?

---------- Post added at 19:45 ---------- Previous post was at 19:44 ----------

It took 45 seconds to submit the post above, and will probably be the same for this (but I won't comment on that :()

[xxxxxx]

I'm in the L7 area, and it's just as bad. I've cancelled VM; I'll be going with O2 or Sky in February.

[Digital Fanatic]

This has now been going on for months. Downloads that vary wildly between 20Mb and 1Mb (on 20Mb package), uploads that seem to vary between 0.5Kb and 550kb (it used to max out but that hasn't happened in a long time), severe issues when browsing the internet, packet loss hovering around the 20% mark and not being able to use iPlayer or game online (haven't managed a decent session online since October due to connection issues).

The periods of poor to woeful connection speed briefly lessened but have now come back worse than ever. Issues are across the board on all devices (PS3, XBox, iPhone and PC) and do not improve when connected directly to the modem.

Over the last few days I've also found webmail to be virtually unusable with either timeouts or extremely lengthy loading times on any click, this has also been a problem with most of our browsing. Online gaming has been impossible.

I've reported this to support several times and the current fault reference is F001150576 but i can get no idea of when a fix is due. I've been speaking to a few friends in the area and they have all complained about this as well. I'm getting really annoyed by this and am seriously considering jumping ship. I've had a great run with Virgin with only a few issues over the last few years but three months to sort out a problem that's seriously affecting the connection in L18 :confused: That is totally unacceptable. Am I alone in experiencing a brick wall when trying to get a service I'm paying for or have I just been extremely unlucky?

---------- Post added at 19:45 ---------- Previous post was at 19:44 ----------

It took 45 seconds to submit the post above, and will probably be the same for this (but I won't comment on that :()

I'll have a look at that ticket for you when I'm next in work in a few days.. have you been told what the issue is? Is it utilisation?

HTH

[Nanor]

I'll have a look at that ticket for you when I'm next in work in a few days.. have you been told what the issue is? Is it utilisation?

Cheers, any help is very much appreciated :D I was told it is due to high upstream utilisation. I've been on to newsgroup support again today and they want to send an engineer out as power levels are fine and when I was last in touch I was told there is no reason to explain the high packet loss I'm experiencing. Will have to wait what the engineer says. I do know that a friend just a few streets away is experiencing exactly the same issues as I am.

I'm hoping this will lead to a fix as I've been on to support several times since October and have always been told it's a network issue which was being investigated.

I really don't want to leave Virgin as up until October I was generally extremely happy with the service and, in fact, recommended it to several friends. This current issue has really annoyed due to the length of time it's been going on despite repeatedly contacting support. I need a resolution as it's driving me and the wife nuts, I've done all I can but am still waiting for a solution....

(it's just taken 95s to download a 780kB file :mad:)

[g0mit]

Hi I had this problem in L18 last year waited 6 months got reduction of £10 in the end whent to 50 meg

George L18

[Nanor]

Hi I had this problem in L18 last year waited 6 months got reduction of £10 in the end whent to 50 meg

George L18

I'll be cancelling VM if this drags on much longer, 3 months is bad but no way I could put up with this for six! Hope it doesn't come to that though.

[Digital Fanatic]

I'll be cancelling VM if this drags on much longer, 3 months is bad but no way I could put up with this for six! Hope it doesn't come to that though.

A colleague has looked at that ticket for me and it looks like the relief date has passed (should have been upgraded in late December) sometimes the dates are moved slightly due to other network issues.

Will post back once I've had time to look at the ticket myself and get some more info... I don't think we are looking at 6 months.

HTH

[Nanor]

A colleague has looked at that ticket for me and it looks like the relief date has passed (should have been upgraded in late December) sometimes the dates are moved slightly due to other network issues.

Will post back once I've had time to look at the ticket myself and get some more info... I don't think we are looking at 6 months.



Thanks for that, much appreciated. I'm hoping it's now an issue with my local connection, what worries me is, as I mentioned, one of my mates who lives close by is having similar issues. He started downloading a trailer last night and it stabilised at 20kB/s! He's also having the same issues with general browsing and upload.

Will post back once the engineer has been on Saturday. If he manages to sort it I'll be made up to have it working but peeved that it's taken this long to get it sorted after repeatedly reporting the fault. Fingers crossed that it's sorted soon one way or the other, want to try out some of my Christmas pressies with a bit of multiplayer on XBox Live, it's been sooooo long since I was last able to get on.

[Digital Fanatic]

Thanks for that, much appreciated. I'm hoping it's now an issue with my local connection, what worries me is, as I mentioned, one of my mates who lives close by is having similar issues. He started downloading a trailer last night and it stabilised at 20kB/s! He's also having the same issues with general browsing and upload.

Will post back once the engineer has been on Saturday. If he manages to sort it I'll be made up to have it working but peeved that it's taken this long to get it sorted after repeatedly reporting the fault. Fingers crossed that it's sorted soon one way or the other, want to try out some of my Christmas pressies with a bit of multiplayer on XBox Live, it's been sooooo long since I was last able to get on.

Sorry, what I mean is the work was scheduled for late December but was postponed.. ticket is still open.. will update you tomorrow evening. HTH

[Nanor]

Sorry, what I mean is the work was scheduled for late December but was postponed.. ticket is still open.. will update you tomorrow evening.

Thanks any info much appreciated.

[caph]

sometimes the dates are moved slightly due to other network issues.

The relief date for BASF3 was November 2008. As far as I am aware it still hasn't happened.

Sometimes the dates are moved to another dimension!

[Peter_]

The relief date for BASF3 was November 2008. As far as I am aware it still hasn't happened.

Sometimes the dates are moved to another dimension!
That is a Nottingham uBR not a Liverpool uBR which is the issue here, I know where your coming from but that can cause confusion.;)

[Nanor]

Is there anything in particular I should ensure the engineer checks or can I just leave him to it? I'm reasonably IT savvy but definitely no expert.

I noticed last night that the router lost connection to the modem several times throughout the evening but when I checked the modem event logs there was nothing of note. I did try connecting directly to the modem a few times in case the router was failing intermittently but the same issues persisted with high packet loss and general browsing issues.

[Digital Fanatic]

Is there anything in particular I should ensure the engineer checks or can I just leave him to it? I'm reasonably IT savvy but definitely no expert.

I noticed last night that the router lost connection to the modem several times throughout the evening but when I checked the modem event logs there was nothing of note. I did try connecting directly to the modem a few times in case the router was failing intermittently but the same issues persisted with high packet loss and general browsing issues.

Engineer will know what he's looking for... just checked the ticket and it is still ongoing. I've asked a colleague to request an update for me.

Will post back when I get a responce... let us know what the tech finds. Thanks

Did you say you've had months of issues? This ticket was raised on 15th December?

[Nanor]

Engineer will know what he's looking for... just checked the ticket and it is still ongoing. I've asked a colleague to request an update for me.

Will post back when I get a responce... let us know what the tech finds. Thanks

Did you say you've had months of issues? This ticket was raised on 15th December?

Thanks, again much appreciated.

I've been having issues since October. First reported it to support mid October, issues were intermittent at that time ranging from usable with a few issues with page loading to short periods of next to no download/upload. At this time XBox Live became extremely problematic. Reported a degradation in service in November, the frequency of problematic download/uploads increased dramatically and then in December reported again as the service was simply shocking and bordering on the unusable, at this time I was given the fault reference, been in touch with support frequently since then.

I also noticed that in October my upload speed dropped dramatically, I used to max out at 750Kbps but since October I've barely managed to hit 500Kbps with it more commonly hovering around the 100Kbps (peaking around 250Kbps and bottoming out around 20Kbps). It's marginally better tonight with packet loss around 12% but it's generally been around 33% for the last couple of weeks.

If there are issues in the area that's fine if it just means lower speeds until it's sorted but all I've had is a shocking connection. It's simply not acceptable to have to wait 30s for a page to load (if it doesn't time out) on a 20Mb connection. Not expecting the tech to solve everything but if he can at least find the problem or stabilise the connection I'll be happy.

[Digital Fanatic]

Thanks, again much appreciated.

I've been having issues since October. First reported it to support mid October, issues were intermittent at that time ranging from usable with a few issues with page loading to short periods of next to no download/upload. At this time XBox Live became extremely problematic. Reported a degradation in service in November, the frequency of problematic download/uploads increased dramatically and then in December reported again as the service was simply shocking and bordering on the unusable, at this time I was given the fault reference, been in touch with support frequently since then.

I also noticed that in October my upload speed dropped dramatically, I used to max out at 750Kbps but since October I've barely managed to hit 500Kbps with it more commonly hovering around the 100Kbps (peaking around 250Kbps and bottoming out around 20Kbps). It's marginally better tonight with packet loss around 12% but it's generally been around 33% for the last couple of weeks.

If there are issues in the area that's fine if it just means lower speeds until it's sorted but all I've had is a shocking connection. It's simply not acceptable to have to wait 30s for a page to load (if it doesn't time out) on a 20Mb connection. Not expecting the tech to solve everything but if he can at least find the problem or stabilise the connection I'll be happy.

Yeah, from what you are saying you possibly have issues at the property also... the utilisation issue isn't helping that is it! Hopefully the tech will sort out the other issues and it will just be a slightly slower speed until this network issue is resolved.

HTH

[Nanor]

Tech is due out in a few hours and wouldn't you know it, the connection is running great this morning. No packet loss, averaging around 17Mb download and upload, still not maxing out, but back up to around 500Kbps.

I was trying to backup my website files last night, this normally takes about 4 minutes, left it running for three hours and it still wasn't even half way done. Tried it this morning and everything downloaded from the webservers in less than five minutes! Hoping the connection goes crap again so the tech can at least see the issues we've been having every day!

[Digital Fanatic]

Tech is due out in a few hours and wouldn't you know it, the connection is running great this morning. No packet loss, averaging around 17Mb download and upload, still not maxing out, but back up to around 500Kbps.

I was trying to backup my website files last night, this normally takes about 4 minutes, left it running for three hours and it still wasn't even half way done. Tried it this morning and everything downloaded from the webservers in less than five minutes! Hoping the connection goes crap again so the tech can at least see the issues we've been having every day!

Don't worry, just explain whats been happening.. he can check a few things...let us know what happens.

[Nanor]

Well that was a complete waste of time! Tech came out did a few download tests, (had to make a call to do this as he wasn't sure what he was doing), and said all looked fine.

I explained that was all well and good but download speed was not the issue and also that it dropped EVERY evening anyway, he shrugged his shoulders and hadn't a clue what to say. I then showed him the bbc homepage taking 15 seconds to load, this despite download being OK.

While he was here I did a ping test and showed him 22% packet loss, he didn't know what packet loss was and had never seen a dos prompt before. He then suggested my router might be the issue, for the second time I explained that I've been through all of this with newsgroup support and tested while connected directly to the modem with the same results. When I mentioned my issues with upload his face went blank.

I explained again that I'd been through all of this with newsgroup support and the reason a tech was sent out was to investigate the reasons behind the packet loss which was most likely causing the issues but as he's never heard of packet loss he couldn't do anything. I can't blame the lad, he's obviously just sent out to check power levels and replace the modem if necessary, what I need is someone who knows how to investigate the issue I reported! He could have shown a little more concern for the issues, he just wanted to get back in his van to listen to the match.

What now? Wasted most of my afternoon waiting in and now feel the rage rising as I knew more than the tech, going to take the boy out for a walk to calm down! :mad:

[Nanor]

Normal service has resumed....

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Ping statistics for 212.58.224.138:
Packets: Sent = 79, Received = 55, Lost = 24 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 271ms, Average = 56ms

[Digital Fanatic]

Hi,

Sorry the tech wasn't more helpful :( ... We are on the case with the uBR fault though, so I'll keep an eye on it for you and get my colleagues to get updates for you.

[Nanor]

Hi,

Sorry the tech wasn't more helpful :( ... We are on the case with the uBR fault though, so I'll keep an eye on it for you and get my colleagues to get updates for you.

Cheers for that. Must say I'm starting to lose faith this will be fixed. The more I thought about that engineer that came out yesterday the angrier I got, he just shouldn't have been let out on his own, came across as a trainee more than anything else and really didn't seem interested in trying to investigate for me.

Found several people on newsgroup support all with unusable connections in my area but not getting any updates or news on progress. Information is the key, if we can at least have an estimation on a fix then we'll wait for that but getting nothing at the moment. You seem to be the only person making any sort of effort, so thatnks again for that!

[Digital Fanatic]

Cheers for that. Must say I'm starting to lose faith this will be fixed. The more I thought about that engineer that came out yesterday the angrier I got, he just shouldn't have been let out on his own, came across as a trainee more than anything else and really didn't seem interested in trying to investigate for me.

Found several people on newsgroup support all with unusable connections in my area but not getting any updates or news on progress. Information is the key, if we can at least have an estimation on a fix then we'll wait for that but getting nothing at the moment. You seem to be the only person making any sort of effort, so thatnks again for that!

It will be fixed.. it's affecting too many people in L18 to be ignored. I will keep an eye on it for you... if you want updates in the mean time then just post in this thread and I'll check. :)

[Nanor]

It will be fixed.. it's affecting too many people in L18 to be ignored. I will keep an eye on it for you... if you want updates in the mean time then just post in this thread and I'll check. :)

Thanks, much appreciated :).

Finding a continual sense of frustration that this is dragging on for so long. Had it just started in December I would have been just a little annoyed but this started in October! :shocked:

[pigmoth]

Hello,

I also live in the L18 area and have had extremely poor broadband since the end of October. I am experiencing the same problems, very slow ping times, packet loss, unable to connect to XBox Live / SkyPlayer / IPlayer. It actually improved slightly at the end of December which made me think it had been fixed, however for the past two weeks it has been unusable. I've been given the same ticket number. Worryingly, when I've spoken to support they have given different reasons for the problem but most recently I was told it was to do with the upstream.

What bothers me the most about this problem is that every time I ring up they are unable to give me any kind of definite timescale. I keep on being told it was scheduled to be fixed in December. Obviously it hasnt been. I've been on the phone this morning and have been in told it will be the first quarter of this year. Which means it could be the end of March. Great!

I wrote to Virgin last week complaining about all this and have decided if I dont get a suitable response, I'm going to cancel at the end of the week and find a different provider. Like others I dont really want to, as up until Oct. it had been fine, but waiting for 3 months for a problem as major as this to be resolved is ridiculous.

David

[Digital Fanatic]

Hello,

I also live in the L18 area and have had extremely poor broadband since the end of October. I am experiencing the same problems, very slow ping times, packet loss, unable to connect to XBox Live / SkyPlayer / IPlayer. It actually improved slightly at the end of December which made me think it had been fixed, however for the past two weeks it has been unusable. I've been given the same ticket number. Worryingly, when I've spoken to support they have given different reasons for the problem but most recently I was told it was to do with the upstream.

What bothers me the most about this problem is that every time I ring up they are unable to give me any kind of definite timescale. I keep on being told it was scheduled to be fixed in December. Obviously it hasnt been. I've been on the phone this morning and have been in told it will be the first quarter of this year. Which means it could be the end of March. Great!

I wrote to Virgin last week complaining about all this and have decided if I dont get a suitable response, I'm going to cancel at the end of the week and find a different provider. Like others I dont really want to, as up until Oct. it had been fine, but waiting for 3 months for a problem as major as this to be resolved is ridiculous.

David

Hi & :welcome: ,

Yeah it is utilisation on the upstream causing the issue and it is with planning to do an upgrade to rectify the problem. As I've already said in this thread, I'm following the ticket and will update.

Thanks

[D3vildog]

Hi,

This problem doesn't seem to be just L18. I'm in L15 and have the exact same problems. (Although looking on other forums http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/bd-p/Fibre this is a country wide problem).

Service is fine in the morning, once 2pm hits the service degrades to unusable about 5pm - this then runs to at least midnight. (Basically you get a few minutes before going to work) - Although this weekend it wasn't worth using at 11am :(

Online gaming in impossible and so not only am I wasting money paying for the internet service I don't get, but also paying for games I cannot now use :(

I've been with Telewest/Virgin since it started and never seen such a mess. I don't really want to switch providers, but may have to.

Cheers
D3vildog

[Digital Fanatic]

Hi,

This problem doesn't seem to be just L18. I'm in L15 and have the exact same problems. (Although looking on other forums http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/bd-p/Fibre this is a country wide problem).

Service is fine in the morning, once 2pm hits the service degrades to unusable about 5pm - this then runs to at least midnight. (Basically you get a few minutes before going to work) - Although this weekend it wasn't worth using at 11am :(

Online gaming in impossible and so not only am I wasting money paying for the internet service I don't get, but also paying for games I cannot now use :(

I've been with Telewest/Virgin since it started and never seen such a mess. I don't really want to switch providers, but may have to.

Cheers
D3vildog

Hi & :welcome:

First off, it's not a "countrywide issue".. customer are all on different uBR's. People go to forums when something goes wrong and find others there.

Have you spoken to tech Support or posted on the Newsgroups (not the community forum) and had it confirmed that you are part of this issue? Yes L15 could be part of the issue, but this one is a particular upstream on the uBR and you need this confirming with Support before you go any further. You *may* have other issues causing slow speeds/disconnections. It's always best to get it confirmed.

HTH

[pigmoth]

Hi & :welcome: ,

Yeah it is utilisation on the upstream causing the issue and it is with planning to do an upgrade to rectify the problem. As I've already said in this thread, I'm following the ticket and will update.

Thanks

Hi,

Thanks for your quick response. It's re-assuring that the issue is being dealt with, however its slightly alarming its only with "planning". Obviously I have no idea how long the process from planning to implementation takes, but I'm doubtful it will be resolved anytime soon.

Thanks for keeping us updated, though.

David

---------- Post added at 13:57 ---------- Previous post was at 13:06 ----------

Also noted that this problem is not listed on this:

http://status-cable.virginmedia.com/vmstatus/regionissues.do?regions=NW&prodName=status+home

I presume it's not thought to be important enough. hmnN!

[Digital Fanatic]

Hi,

Thanks for your quick response. It's re-assuring that the issue is being dealt with, however its slightly alarming its only with "planning". Obviously I have no idea how long the process from planning to implementation takes, but I'm doubtful it will be resolved anytime soon.

Thanks for keeping us updated, though.

David

---------- Post added at 13:57 ---------- Previous post was at 13:06 ----------

Also noted that this problem is not listed on this:

http://status-cable.virginmedia.com/vmstatus/regionissues.do?regions=NW&prodName=status+home

I presume it's not thought to be important enough. hmnN!

Only P1 and above for loss of service is posted to the Service Status Pages. Plus P2 for platform issues, such as email problems.

This ticket is for degraded service, so doesn't qualify for posting. HTH

[pigmoth]

Only P1 and above for loss of service is posted to the Service Status Pages. Plus P2 for platform issues, such as email problems.

This ticket is for degraded service, so doesn't qualify for posting. HTH

I could argue that my service is sufficiently degraded to be considered loss of service, but I suppose that wouldnt get me anywhere ;)

Thanks.

[Digital Fanatic]

I could argue that my service is sufficiently degraded to be considered loss of service, but I suppose that wouldnt get me anywhere ;)

Thanks.

I know what you mean.. :)

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...

I have checked your local network and can see that there is a upstream
issue on your UBR that has been passed to our network team to deal with.
The latest information we have is that a fix date should be issued
later this week for this. The reference for this issue is F001150576.


--

Kind Regards
Lee Grant
Virgin Media Technical Support
http://status2.virginmedia.com/
Please bottom-post when responding to aid viewing for all readers, thank


here's hoping it all goes to plan hey :)

[pigmoth]

I know what you mean.. :)

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...




here's hoping it all goes to plan hey :)

Here's hoping indeed! Thanks for your help.

David.

[Nanor]

I know what you mean.. :)

Just a quick update from our 2nd line guys regarding this ticket....posted a few mins ago in a responce to the problems...


here's hoping it all goes to plan hey :)

Thanks again for you help and thanks for the info.

Have you any idea on what timeframe is involved between a date being set for the work and the work actually being carried out?

I'm relieved to see that that some action is being taken at last but am concerned that after three months it will still take some time to be actually resolved. I hardly use the internet at the moment, not because I don't want to, simply because it's so infuriating to try and do even the most basic of online tasks!

[Digital Fanatic]

Thanks again for you help and thanks for the info.

Have you any idea on what timeframe is involved between a date being set for the work and the work actually being carried out?

I'm relieved to see that that some action is being taken at last but am concerned that after three months it will still take some time to be actually resolved. I hardly use the internet at the moment, not because I don't want to, simply because it's so infuriating to try and do even the most basic of online tasks!

I'd be guessing at this stage and I wouldn't want to give you any false information... I'll post as soon as I see a date for you guys. :)

[DeepPan]

Same problem here in L18. I'm on a 20mb connection but maximum I have been getting - sporadically - has been 3mb. Uploading to my website via FTP is impossible before 3am and working from home is a non-starter. Using speedtest.net I'm getting between 0.01 and 0.04 on upload.

At the moment my internet is verging on useless. I have had to use a dialup modem to send files to work and that was faster than broadband...

Everything was more or less fine up until about a week and a half, VM support have been helpful and mentioned there was high utilization in the area. I asked them why the issue wasn't on the website to which the response was "we don't always put all the issues on the website". What is the point of a status page?

Hope this is all resolved too or I will have to change isp - which I really do not want to do having been on virgin/cableinet/blueyonder for 10 years and not had any problems until now.

Deep.

[Digital Fanatic]

Same problem here in L18. I'm on a 20mb connection but maximum I have been getting - sporadically - has been 3mb. Uploading to my website via FTP is impossible before 3am and working from home is a non-starter. Using speedtest.net I'm getting between 0.01 and 0.04 on upload.

At the moment my internet is verging on useless. I have had to use a dialup modem to send files to work and that was faster than broadband...

Everything was more or less fine up until about a week and a half, VM support have been helpful and mentioned there was high utilization in the area. I asked them why the issue wasn't on the website to which the response was "we don't always put all the issues on the website". What is the point of a status page?
Hope this is all resolved too or I will have to change isp - which I really do not want to do having been on virgin/cableinet/blueyonder for 10 years and not had any problems until now.

Deep.

Please see my earlier responce to that question. post #30

[pigmoth]

Just had my daily phone conversation with Virgin broadband technical support and I feel like stabbing my eyes out! ;)

The past few times I have rung they havent been able to check the timescale because they "cant get on the right system". ha, good job you are here Digital Fanatic!

I know its pointless ringing them and you're keeping us updated, but I find it theraputic to vent my frustration every morning. If only they could give me useful information!

[Digital Fanatic]

Just had my daily phone conversation with Virgin broadband technical support and I feel like stabbing my eyes out! ;)

The past few times I have rung they havent been able to check the timescale because they "cant get on the right system". ha, good job you are here Digital Fanatic!

I know its pointless ringing them and you're keeping us updated, but I find it theraputic to vent my frustration every morning. If only they could give me useful information!

To be fair, there has been an internal failure on the fault ticketing system, so they had no access to get any update for the last couple of days at certain points in the day... all ok now though :)

[pigmoth]

Hi Nanor,

I've been told this morning, that the resolution for our problem has been given a timescale of 6-8 days. This would be good news, if it wasnt for the fact that the person on the phone qualified this timescale by saying I shouldnt trust it and that he's seen issues like this drag on! Woo!!

David

[Nanor]

Hi Nanor,

I've been told this morning, that the resolution for our problem has been given a timescale of 6-8 days. This would be good news, if it wasnt for the fact that the person on the phone qualified this timescale by saying I shouldnt trust it and that he's seen issues like this drag on! Woo!!

David

I'll be on to newsgroup support tonight again. Making a point of going on every few days to let them know that this problem is not going away.

If it is to be fixed within the next week or so I'll be happy provided this is a permanent fix. I've stopped using the internet at home due to the ongoing issues and only go online to test the connection and report back to support (which is a problem in itself as even posting a basic message is hit and miss)! I may be living in the clouds but they can't really let this drag on much longer, it's affecting too many people and has been going on for far too long.

Here's living in hope!

[Kai177]

Hi, new to forum was pointed here by a member of VM staff, i been having the same problem too in L15.

i had an appointment too on the 16th of Jan and the kid was totally clueless too, wasn't much help probably the same guy only interested in the match.

i was on phone to virgin media other day, actually got through to a person who seemed to know what he was talking about which was a relief.
anyhow long story short as i'm experiencing all the same problems upload utitlization.

he said the date he sees for a fix should be around mid to late february.

i find this horrible, when i asked if i would get some form of money back on the months i've paid for and received terrible service, he said he doubts it but i'l have to check the ToC, which i did and was unable to find anything that relates to them taking unreasonable amount of time to fix such a major issue. those lawyers sure know how to hide words well.
i really dont virgin should be able to give poor service for this amount of time and for such a large quantity of comsumers without some kind of backlash.
any help with this Digital Fanatic?

But DF seems to have been great help so far :)

[Digital Fanatic]

Hi, new to forum was pointed here by a member of VM staff, i been having the same problem too in L15.

i had an appointment too on the 16th of Jan and the kid was totally clueless too, wasn't much help probably the same guy only interested in the match.

i was on phone to virgin media other day, actually got through to a person who seemed to know what he was talking about which was a relief.
anyhow long story short as i'm experiencing all the same problems upload utitlization.

he said the date he sees should be around mid to late february.

i find this horrible, when i asked if i would get some form of money back on the months i've paid for and received terrible service, he said he doubts it but i'l have to check the ToC, which i did and was unable to find anything that relates to them taking unreasonable amount of time to fix such a major issue. those lawyers sure know how to hide words well.
i really dont virgin should be able to give poor service for this amount of time and for such a large quantity of comsumers without some kind of backlash.
any help with this Digital Fanatic?

But DF seems to have been great help so far :)

Hi Kai177, :welcome:

so long as you have called in or spoke to Tech Support, then you should get some kind of refund once the upgrades are done. HTH

[Kai177]

Thanks DF for prompt reply, much appreachated.

[pigmoth]

Hi DF,

Just wondering if you could confirm there is actually a fix date set for this fault now?

Thanks,
David

[Digital Fanatic]

Hi DF,

Just wondering if you could confirm there is actually a fix date set for this fault now?

Thanks,
David

Not yet... we are hoping to find out by tomorrow. I'm off for a few days now, so the Newsgroup Guys can update you. HTH

[xxxxxx]

Apparently the fix date for Liverpool is the 22nd of March.

[pigmoth]

I've heard a similar date today as well...

5 months to solve something reported in Nov.

Probably time I give BT/02 a call.

[xxxxxx]

I've heard a similar date today as well...

5 months to solve something reported in Nov.

Probably time I give BT/02 a call.

That's what I've done. My BT line comes on 12th of February, and my O2 should be about a week later.

[Kai177]

This is not even funny, i cant even cancel the package if i wanted to as i live in a student house, which is rented and have 5/6months left on contract. and to sign up to a new ISP would tie me into a 12month contract and also getting a bt line would have to shell out £125 connection fee.

my house hold is seriously at the mercy of VM lazyness of getting this fix, i dont pay a premium price for the 'best internet provider' to not have it for 1/4 of the year/contract. actully costing more not having the internet now having to go to, back n forth from the library to do work and is a big waste of time on bus journeys. this is not acceptable at all!

if i had any say in the matter VM should pay for our connections fee to other ISPs after this big mistake, but that would never happen lol.

i know il NEVER be using ANY virgin media product again unless i have absoulty no choice. and il never recomend or advise it again to anyone who might ask me.

Kai

[Nanor]

Bloody furious with this. I first had issues in October and reported it then and now this is what I get

Hello all,

the last update from the team that owns this fault (so to speak) states that
it will take 6-8 weeks for a fix to be implemented. I apologise for the poor
connection that you have been experiencing.

--
Kind Regards
Eric Roberts
Virgin Media Technical Support
http://status2.virginmedia.com/

So i make my initial report 14 weeks ago about problems and now the estimate is another 6-8 weeks, potentially that's 22 weeks between first reporting the issue and it being resolved. I'll be weighing up my options over the weekend, if I'm out of contract Virgin may well be losing the £80 to £90 a month I spend with them. I've been a customer without major issues for over 10 years, I've been generally happy with the service up to now but almost half a year to resolve an issue?!?!? :mad:

[Broken Hope]

I've been a customer without major issues for over 10 years, I've been generally happy with the service up to now but almost half a year to resolve an issue?!?!? :mad:

I've been a customer since they were Diamond Cable, had issues on the Basford UBRs for what must be coming up to a year now and I'm still no closer to a resolution. They are just incredibly slow at fixing issues it seems.

[pigmoth]

Nanor,

Did you find any decent alternartives for L18? According to the BT website the phone line to my house would only support a 7 mb connection....................

David

[g0mit]

On the bt site I was told 7meg when I was on adsl with Bulldog I was getting 12meg on the 735 exchange
George L18

[Nanor]

Nanor,

Did you find any decent alternartives for L18? According to the BT website the phone line to my house would only support a 7 mb connection....................

David

Not really looked yet, still in contract with Virgin and still haggling with them over compensation. What I'd really like to know is whether this will be a permanent fix and so should have no issues for the next few years with Virgin (once they have sorted the issue). I've had few problems up to now and it's a great service when it works.

Have a few mates in the area using Sky and BE, they get fairly decent speeds of about 15Mb on a 24Mb connection. I'd be happy with that, the only trouble is the mate with sky had to wait seven months for them to sort an issue he was having with random disconnects, the grass is most definitely not always greener.

If there's no fix by the end of next month and I haven't been compensated to my satisfaction then I'll be jumping ship, until then I'm just grinning and bearing it (while ranting at Virgin CS on a regular basis).

[Ignitionnet]

There is no 'permanent fix'. If you're holding out for any guarantee of having no issues for the next few year and they try and tell you this is possible they are telling porkies.

According to the schedule it won't be fixed until at least first / second week of March. You will likely get part of your broadband subscription back at best - I'm unsure what would be compensating you to your satisfaction though but it won't be any more than the broadband part of your subscription.

Frankly ranting at Virgin CS on a regular basis is childish, grow up. Doing that won't get it fixed faster and there's a human being at the other end of the line who cannot do anything to resolve these issues and doesn't get paid to be your verbal punch bag. Go masturbate, meditate or buy a stress ball depending on your wants, needs and preferences if you need to get rid of some frustration, and as you've been told seek compensation at fault resolution time. Personally I find a combination of all three along with hitting people with 4ft of metal on a piste suitable catharsis for stress.

[Nanor]

Frankly ranting at Virgin CS on a regular basis is childish, grow up. Doing that won't get it fixed faster and there's a human being at the other end of the line who cannot do anything to resolve these issues and doesn't get paid to be your verbal punch bag. Go masturbate, meditate or buy a stress ball depending on your wants, needs and preferences if you need to get rid of some frustration, and as you've been told seek compensation at fault resolution time.

:dunce:

Where the hell do you get off? The reason I'm phoning CS on a regular basis is because of a list of failed callbacks, no acknowledgement of any reimbursement on my service, several billing issues and what I (as a customer services manager) deem to be poor customer service. Just because I haven't gone into the details of my dialogues with CS don't assume you know the facts. I find your comments childish, puerile and frankly offensive.

As I work in customer service I know that reps demand a little respect, I may rant at them but never in an abusive or unacceptable manner, you're impying more than you could possibly know about my situation and I'd thank you to keep your uninformed idiotic rantings to yourself in future.

For the record I'm not trying to get anything unreasonable out of Virgin, only looking for compensation on my lack of a decent broadband service, I've never mentioned any intention of trying to get more than that. I'd be happy with a refund for a partial service and a resolution to ongoing overcharges on my bill but that is proving difficult hence my ongoing issues.

With regards to a permanent fix, I'm well aware that this panacea does not exist, I might have overstated my naive expectations, I'm just looking for a little stability in the connection and no more major service degradation that lasts almost half a year. I don't think it unreasonable to expect to have a usable service for more than half the term of a contract.

Maybe I should apologise that i didn't go into 100% detail for you, if you like I'll start typing up every conversation I have with CS in future so that you can make more flippant, but hopefully informed, remarks. Should I be happy being your verbal punchbag?

[Ignitionnet]

I apologise that I took it the wrong way. It my defence it was rather easy to do so your having typed:

If there's no fix by the end of next month and I haven't been compensated to my satisfaction then I'll be jumping ship, until then I'm just grinning and bearing it (while ranting at Virgin CS on a regular basis).

You won't get reimbursement until the issues are resolved, that is the normal process and they should not be telling you otherwise. They can't calculate it properly until all is fixed though they may throw the odd credit your way.

For a customer service manager with what I'd assume to be a fairly high patience and tolerance threshold you do seem to get awfully charged up at some random guy on the Internet calling you childish. Relaxation of one sort another might be a good idea nonetheless. It's Friday, alcohol is probably as good a plan as any. Maybe I should have one too, save me misreading things and going off on a rant of my own :blush:

[Sephiroth]

I apologise that I took it the wrong way. .....

Relaxation of one sort another might be a good idea nonetheless. It's Friday, alcohol is probably as good a plan as any. Maybe I should have one too, save me misreading things and going off on a rant of my own :blush:

Maybe? :beer:

[Ignitionnet]

Maybe? :beer:

Still in a period of abstention I'm afraid. :angel:

Probably lack of that is making me touchy.

[Nanor]

I apologise that I took it the wrong way. It my defence it was rather easy to do so your having typed:



You won't get reimbursement until the issues are resolved, that is the normal process and they should not be telling you otherwise. They can't calculate it properly until all is fixed though they may throw the odd credit your way.

For a customer service manager with what I'd assume to be a fairly high patience and tolerance threshold you do seem to get awfully charged up at some random guy on the Internet calling you childish. Relaxation of one sort another might be a good idea nonetheless. It's Friday, alcohol is probably as good a plan as any. Maybe I should have one too, save me misreading things and going off on a rant of my own :blush:

I save my patience and tolerance for work, not for home. I have an extremely high tolerance probably due to my science background in a previous life demanding rational thought. I put up with casual racism, superiority complexes, arrogance and irrational ranting all week, I tend not to tolerate it outside of work but certainly don't throw it down the throat of some poor sod at the other end of the phone.

Possibly did overreact, apologies for that, but these days I lay off the alcohol unless in the pub or at one of my poker tournaments, got too many early mornings to deal with my boy to risk a hangover too often. I usually get my stress release through XBox Live.... not been able to do that since October.

I've had billing issues for months with VM, each month throwing a new, exciting challenge of working out how much I've been overcharged. To be honest the reimbursement for my service problems is secondary, I just want my bloody bill sorted! That's a whole different story however.

I have been told twice now that I will have a credit on my bill after first raising issues in October. I've obviously been misinformed and it really grates to be misinformed on more than one occasion. I would certainly not accept any inconsistency or deviation from company policy from my staff and would expect the same from VM and, indeed, any other company I deal with.

Promised callbacks not materialising is also a major no no for me, I wouldn't dare deal with our customers like that and would hope for the same from other companies (again probably living in a bubble expecting this).

I've calmed down a little now probably due to the wife having the lounge heated to the temperature of the sun and the fact that the two iPhone apps I bought earlier have finally downloaded after 96 minutes.

Calm thoughts :sleep::sleep::sleep:

[Ignitionnet]

Agree with you your experience has been totally unsatisfactory. VM are very much a lottery when you contact them.

Have you considered going straight to the 'man' and the CEO's office? They sorted some stuff for me - want some details on what they were able to do and contact?

[Nanor]

Agree with you your experience has been totally unsatisfactory. VM are very much a lottery when you contact them.

Have you considered going straight to the 'man' and the CEO's office? They sorted some stuff for me - want some details on what they were able to do and contact?

I'll be making another call to them tomorrow but any info you can supply would be much appreciated, if I don't get anywhere tomorrow it makes sense to push it further up the ladder. This has been dragging on for far too long.

[Ignitionnet]

PM sent.

[pigmoth]

There is no 'permanent fix'. If you're holding out for any guarantee of having no issues for the next few year and they try and tell you this is possible they are telling porkies.

According to the schedule it won't be fixed until at least first / second week of March. You will likely get part of your broadband subscription back at best - I'm unsure what would be compensating you to your satisfaction though but it won't be any more than the broadband part of your subscription.

Frankly ranting at Virgin CS on a regular basis is childish, grow up. Doing that won't get it fixed faster and there's a human being at the other end of the line who cannot do anything to resolve these issues and doesn't get paid to be your verbal punch bag. Go masturbate, meditate or buy a stress ball depending on your wants, needs and preferences if you need to get rid of some frustration, and as you've been told seek compensation at fault resolution time. Personally I find a combination of all three along with hitting people with 4ft of metal on a piste suitable catharsis for stress.

Unbelievable. I don't like this post at all.

[Nanor]

Finally had a callback today. Unfortunately I'm in work but my wife is at home as the boy's ill and she took the call.

We've been promised compensation for our service to show on our next bill/bills, outstanding billing issues should now be resolved and connectivity problems should be resolved within 48 hours. :)

My wife's not particularly technical but seemed to deal wth the call well, this is all I can gather from what she remembered. She first spoke to customer services and then to someone on the escalation team. They ran some remote tests and said there were issues with connectivity between the modem and their servers, he promised these would be resolved within 48 hours and they could do this remotely. Does this sound correct?

If the speed issues aren't sorted I'm not too bothered at the moment I just want a stable connection. We've had horrendous packet loss for months now.

[pigmoth]

wow. I hope this is for all L18.

I was promised 30 pounds of my bill, but it didnt appear this month. Did the same thing happen to you?

[pigmoth]

Hey Digital Fanatic - Is there any update?

I'm get so confused on the newsgroups, each time I ask the timescale changes.

[Digital Fanatic]

Hey Digital Fanatic - Is there any update?

I'm get so confused on the newsgroups, each time I ask the timescale changes.

Hi,

As far as I know the rough date for relief work on the uBR is around the 22nd March.

Speaking to a couple of my friends who are on the same uBR and cable, things haven't been as bad of late, still slow in evening at times... is yours still the same or better?

The work will still be carried out as I know it has effected alot of people in L18 and some in L15.

[pigmoth]

I have noticed its slightly better in the morning (though its rare I'm on then) but when I get home from work at 5 its as bad as ever.

[Digital Fanatic]

I have noticed its slightly better in the morning (though its rare I'm on then) but when I get home from work at 5 its as bad as ever.

yeah, thats what everyone has said to me about it... 5pm til about midnight. You've got it logged with faults haven't you?

You will get a partial refund once it's fixed.. It's also frustrating for us staff when it's utilisation on a uBR as we know it can take a few months to upgrade.

SNR issues are usually sorted in a few days as this is easy to fix.. Network tech just removes the noise from the network in the field.

Utilisation requires hardware upgrades and they aren't cheap to do.

[pigmoth]

yeah, thats what everyone has said to me about it... 5pm til about midnight. You've got it logged with faults haven't you?

You will get a partial refund once it's fixed.. It's also frustrating for us staff when it's utilisation on a uBR as we know it can take a few months to upgrade.

SNR issues are usually sorted in a few days as this is easy to fix.. Network tech just removes the noise from the network in the field.

Utilisation requires hardware upgrades and they aren't cheap to do.

Yeah, I've rung up faults and reported it about 2 times a week for the past two months ;)

They already said I'd be given some sort of refund which didnt appear to happen on my last bill!! I'll give them until this months bill before I ring up and get angry about that.

Thanks for you help.

[pigmoth]

I left a message on the newsgroup today because for some reasons I wasnt particularly confident about the date ;) and this is what I've been told....

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

Please tell me they've got this wrong, Digital...I've been waiting since October for this to be fixed and every time I'm given a time scale, it passes and I'm told to wait another 6-8 weeks. Is this just an arbitrary period support are told to give out as it would appear that I'm just being told this again and agian and I'm expected to just accept it when this passes. It was beyond a joke 3/4 months in. Now its getting to 5 months, almost half a year without anything happening to resolve this problem at all. I'm seriously depressed with this whole situation.

[Digital Fanatic]

I left a message on the newsgroup today because for some reasons I wasnt particularly confident about the date ;) and this is what I've been told....

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

Please tell me they've got this wrong, Digital...I've been waiting since October for this to be fixed and every time I'm given a time scale, it passes and I'm told to wait another 6-8 weeks. Is this just an arbitrary period support are told to give out as it would appear that I'm just being told this again and agian and I'm expected to just accept it when this passes. It was beyond a joke 3/4 months in. Now its getting to 5 months, almost half a year without anything happening to resolve this problem at all. I'm seriously depressed with this whole situation.

Hi David,

I'll check the ticket tomorrow for you and see if any updates are available.

[Nanor]

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

That completely contradicts the information I was given a few days ago. I asked if the ticket was marked for completion by the end of the month and was told that was the most up to date information they had. They did not give any indication that the fix date was still in limbo. I will not be impressed if this turns out to be incorrect :mad:

I'm expecting it to be resolved in the next few weeks, if it's not I won't be a happy chappie! Getting more frustrated that I can't play games on XBox Live that I got before christmas, can't stream, have trouble browsing etc. etc. etc.

I'm completely speechless that I first flagged intermittent issues in late October and reported consistent problems early November yet this has still not been resolved :shocked:

[Digital Fanatic]

I'll check tomorrow for you... not in work today, so don't have access to to Remedy. :)

[Nanor]

I'll check tomorrow for you... not in work today, so don't have access to to Remedy. :)

Thanks, much appreciated!

---------- Post added at 13:33 ---------- Previous post was at 12:25 ----------

Possibly an unrelated problem but though would post in case anyone else was having the same issues. I tried to connect to PSN last night as I fancied buying Pixel Junk Shooter, knew it would be really slow due to the issues I'm having but thought I'd do it anyway.

I found I was unable to connect to PSN at all, couldn't even sign in. At first I thought it was just timing out due to my current network issues but decided to switch from Virgin's DNS to OpenDNS as I'd read online about other people having similar issues. Using OpenDNS I was able to connect. Very strange....

It took about 1.5 hours to download the ~130MB file but at least it connected.

[pigmoth]

Any news?

Thanks,
David

[Digital Fanatic]

Any news?

Thanks,
David

Hi David,

I'm not in work until tonight, will update then :)

[Digital Fanatic]

No change, work still due to be completed by 22nd March as far as I can see. They are awaiting new kit to be delivered also.

HTH

[pigmoth]

Thanks very much - any idea why were getting those differing response from newsgroups. Its so confusing and doesnt really help at all!

Thanks for you help!

[Digital Fanatic]

Thanks very much - any idea why were getting those differing response from newsgroups. Its so confusing and doesnt really help at all!

Thanks for you help!

I don't know... when did you last ask on the Newsgroups?

[Nanor]

I don't know... when did you last ask on the Newsgroups?

Thanks for checking this but now I'm completely thrown....

I asked yesterday and was told no date had been set for the commencement of the work and that it would take six to eight weeks after that for the work to be completed (was told the date on the ticket had been pushed back several times). I also spoke to CS today and was told that the work was scheduled to be completed on the 12th April! This after being told last month that it was due for completion by 22nd March?!?!

Any idea what's going on? Why all the differing info? I'm very confused :confused:

[pigmoth]

I don't know... when did you last ask on the Newsgroups?

yesterday...and i;'ve been told the same thing as Nanor

[Digital Fanatic]

Hang on a sec....on re-checking the ticket.. the journal wasn't updated to say the date changed.... sorry should have checked that screen, but because there was no note in the journal I assumed no change.

The completion date is showing as 12/04/2010.

Dates can change due higher priority faults (more severe degragation elsewhere)

Sorry guys

[Nanor]

Cheers for the clarification, again much appreciated. I just hope this isn't put back again :(

[Digital Fanatic]

Cheers for the clarification, again much appreciated. I just hope this isn't put back again :(

I know it's gone on for a long time now hasn't it... wish it could have been better news for you guys.

Bump this thread if you want me to check again for updates.

[III]

DF, for a capacity related fault once a plan date has been set, you can expect a further 7 to 10 weeks on the given date.
I hope this helps sir I would also hope this would give a greater realistic time frame for the user.

HTH

[Digital Fanatic]

DF, for a capacity related fault once a plan date has been set, you can expect a further 7 to 10 weeks on the given date.
I hope this helps sir I would also hope this would give a greater realistic time frame for the user.

HTH

cheers :)

[pigmoth]

i'm so confuseeeeeeeeeeeeeeeed - this means we should expect 7-10 weeks on top of 12/04, assuming that this date doesnt get put back for something more important............

[Nanor]

i'm so confuseeeeeeeeeeeeeeeed - this means we should expect 7-10 weeks on top of 12/04, assuming that this date doesnt get put back for something more important............

I too am confused, when I spoke to CS the guy was adamant that the work would be completed by 12th April, i asked him to double check this so he put me on hold, may have sat there twiddling his thumbs but said he'd checked with a manager and this was correct.

However, this comes after newsgroup support had told us that no date had been set for the commencement of the work. I too am confused, i don't think it's too much to ask to have a fault resolved in less than five months :shocked:

[Peter_]

I too am confused, when I spoke to CS the guy was adamant that the work would be completed by 12th April, i asked him to double check this so he put me on hold, may have sat there twiddling his thumbs but said he'd checked with a manager and this was correct.

However, this comes after newsgroup support had told us that no date had been set for the commencement of the work. I too am confused, i don't think it's too much to ask to have a fault resolved in less than five months :shocked:
The 2 people to take notice of on this thread are III and Digital Fanatic as it is their job to know what is going on not the person on the phone.;)

[pigmoth]

HAHAH I just got told by by phone support that it will be fixed by midnight tonight. Incredible, as if! You're right, they have no idea whats going on!

[Digital Fanatic]

HAHAH I just got told by by phone support that it will be fixed by midnight tonight. Incredible, as if! You're right, they have no idea whats going on!

I know.. I wish they'd check before making statements like that.. it only causes the customer to be more annoyed as they call back expecting it to be fixed then.

[StuSuds]

Just read the entire thread with dismay... EXACTLY the same problem in Leeds LS16, started in October, service fine during the day, degrading from 2pm and then basically unusable from 5pm onwards until midnight. Upload speed on a weekend and on an evening is around 100kbps but frequently lower. Hardly able to browse websites, upload or game online (World of Warcraft/Xbox Live etc). Been in touch with customer services many times, usual fob off, passed from pillar to post and no one has a clue... we're ready to jump ship.

[Nanor]

I know.. I wish they'd check before making statements like that.. it only causes the customer to be more annoyed as they call back expecting it to be fixed then.

That's my issue. I've had different dates from CS, from a callback from CS manager (taken by my wife) and even conflicting dates given by newsgroup support in the space of a week. The various timescales given have been 'within 48 hours' (twice), 'within the week' (three times), mid/late March and now 12th April.

It's the inconsistency that really grates. I know the work has been put back but even after that was noted I've still been given different dates. Either they're not reading the ticket correctly or they're trying to fob me off, do they not realise the anger and frustration this creates? It's bad enough to have to wait five months for a fix but to be given misinformation so many times along the way is really beyond the pale.

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

The only plus side is the time you've taken to try and keep us up to date so thanks again for that.

[Digital Fanatic]

That's my issue. I've had different dates from CS, from a callback from CS manager (taken by my wife) and even conflicting dates given by newsgroup support in the space of a week. The various timescales given have been 'within 48 hours' (twice), 'within the week' (three times), mid/late March and now 12th April.

It's the inconsistency that really grates. I know the work has been put back but even after that was noted I've still been given different dates. Either they're not reading the ticket correctly or they're trying to fob me off, do they not realise the anger and frustration this creates? It's bad enough to have to wait five months for a fix but to be given misinformation so many times along the way is really beyond the pale.

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

The only plus side is the time you've taken to try and keep us up to date so thanks again for that.

I completely agree with you Nanor.. I'd be feeling the same if it was me.. I'll keep an ey on the ticket, but bump the thread if you need me to check earlier for you :)

[Ignitionnet]

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

You've put up with this for 5 months? You have the patience of a Saint I'd have been gone within 5 weeks.

[Nanor]

You've put up with this for 5 months? You have the patience of a Saint I'd have been gone within 5 weeks.

I wouldn't say that, it's more a combination of laziness and stupidity :dozey:

[pigmoth]

I wouldn't say that, it's more a combination of laziness and stupidity :dozey:

Me too, plus I dont want to pay for a phone line!!!

[Digital Fanatic]

******** UPDATE ********

uBR was upgraded on 31/03/10... service should all be ok now :tu:

[pigmoth]

Hi Digital Fanatic.

Thanks for the update. Internet has been better for about a week now, but that coincided with the Students going home for Easter!! Suppose the proof will be when they all come back next week.

Thanks for keeping an eye on this for us.

David

[Chrysalis]

please post back when the students are back, so we see if these UBR upgrades work.

[Sephiroth]

please post back when the students are back, so we see if these UBR upgrades work.

..... until October when the new batch will have signed up to oversubscribe the new capacity!

[Digital Fanatic]

Hi Digital Fanatic.

Thanks for the update. Internet has been better for about a week now, but that coincided with the Students going home for Easter!! Suppose the proof will be when they all come back next week.

Thanks for keeping an eye on this for us.

David

No problem, glad it's sorted now... there should be plenty of capacity on this uBR now. Although there are students in L15 & L18, these areas have been generally very good in regards to capacity until this issue arose back in October/November.

I have friends who are on this uBR and they have been on Telewest/VM for years without any issues until this one.

Let me know how you get on :)

[Ignitionnet]

..... until October when the new batch will have signed up to oversubscribe the new capacity!

They'll be offset by a previous batch going off on their merry way to sample the delights of the real world around June though sir, the test is between summer and September / October ;)

[Sephiroth]

They'll be offset by a previous batch going off on their merry way to sample the delights of the real world around June though sir, the test is between summer and September / October ;)

No they won't be anywhere near fully offset. VM won't stop their sales drive.

[Ignitionnet]

No they won't be anywhere near fully offset. VM won't stop their sales drive.

Yes it will - there won't be extra properties for VM to market to, no reason to think that more people will sign up to VM September 2010 over September 2009. Any difference will be marginal, nearly all of VM's growth at the moment is coming from their newly digitised / enabled areas.

[Chrysalis]

or the £150 quidco cashback offer?

VM willing to pay each new customer £150 but not that much per customer on capacity.

[BomberAF]

I'm in the L7 area, and it's just as bad. I've cancelled VM; I'll be going with O2 or Sky in February.

I am in the L17 area and have had no problems with either the 10MB while I was on that or the 50MB which I upgraded to. I do know that students living around the L18 area where told they couldn't join VM, don't know whether this was because of bandwidth problems or just because they couldn't be trusted to pay there bills.

There aren'tall that many students living around here, but I do know that the L18 is littered with them so that may have been the cause of the problem

[Nanor]

******** UPDATE ********

uBR was upgraded on 31/03/10... service should all be ok now :tu:

Thanks for the update. I've been away for a while and when I got back a couple of days ago I noticed a vast improvement in the service (i.e. it worked!). Like Pigmoth I thought this was due to the exodus of students over the Easter period.

However, one difference I did notice is that there has been no packet loss at all over the last couple of days whenever I have checked. This was not the case over Christmas when I still couldn't get online due to problems with the connection even when the students had gone. I live on the edge of the student populous in the L15/L18 area where there are a large number of student homes.

My download is now back to what it should be and I'm consistently getting 20Mb/s but my upload is now slightly less than 500 Kbps, it consistently maxed out at 750Kbps before these problems started. I'll keep an eye on this.

[pigmoth]

I've noticed the slight dip in upload too Nanor.

But if it stays like this I wont complain!

[Digital Fanatic]

Spoke to friends in the area and they said it's been great since the upgrade...back to how it was, didn't ask about upload though... I'm glad it's sorted for you guys :tu:

[xxxxxx]

What about the Liverpool 7 area?

[Digital Fanatic]

What about the Liverpool 7 area?

Do you have a ticket reference for me to check xxxxxx ?

[Nanor]

Well less than two weeks of a half decent service and now packet loss is back, hovering around the 22% mark :mad: yet again download is rubbish, upload atrocious.

Students are back as well, co-incidence? I bloody hope so!

Guess yet another bloody call to support is in order tomorrow.....

[pigmoth]

Yes - I'm getting request time outs as well. Great! It starts again!

[Chrysalis]

so my guess is the upgrade was more of a trickle feed (not enough) and the improvement was coincidence.

VM really need to sort out problem areas properly, if it means increasing capacity ten fold then do it.

Either that or sell a product they can supply aka 500kbit.

[Digital Fanatic]

Well less than two weeks of a half decent service and now packet loss is back, hovering around the 22% mark :mad: yet again download is rubbish, upload atrocious.

Students are back as well, co-incidence? I bloody hope so!

Guess yet another bloody call to support is in order tomorrow.....

I'll check tomorrow, more likely to be an SNR issue rather than utilisation. Spoke to my mate in L18 on same uBR and cable and he has no problems, getting 19.5 on 20mb.

I'll update tomorrow.

[pigmoth]

I'll check tomorrow, more likely to be an SNR issue rather than utilisation. Spoke to my mate in L18 on same uBR and cable and he has no problems, getting 19.5 on 20mb.
b
I'll update tomorrow.

Hi,

To be fair at the right time of day I can get 19.5mb too.

It just seems that at peak times, I'm starting to see more and more packet loss, which does coincide with students gradually coming back.

Once again, thanks for looking into it.

David

[Nanor]

Hi,

To be fair at the right time of day I can get 19.5mb too.

It just seems that at peak times, I'm starting to see more and more packet loss, which does coincide with students gradually coming back.

Once again, thanks for looking into it.

David

Agree, was back home briefly this afternoon and ran a quick test. Getting full download and about 50% upload on my 20Mb connection with no packet loss. Convinced it will be a different story when I get home later..... Will probably give support a call if I get home on time.

Thanks for taking the time to look into it Digital, much appreciated as ever.

---------- Post added at 19:16 ---------- Previous post was at 17:43 ----------

Just ran a few tests and averaging 20% packet loss :mad:

Upload is averaging around 120Kbps...

Tried calling support, got through to someone and was then cut off. Tried calling back three times but was cut off after going through the options, would appear they're having problems with their system.

Giving up on this for tonight, had a long day in work and now got to show the wife how to use her 3GS, just hope she's not looking to download too many apps, she may have a long wait.

[pigmoth]

bLAAAAAAAAAAH

20 + percent packet loss.
Waiting ages for webpages to download
Being disconnected from Xbox Live
Totally unable to use Sky Player / iPlayer.

I'm back to exactly where I was two weeks ago. BOOOOO!!

[Ignitionnet]

******** UPDATE ********

uBR was upgraded on 31/03/10... service should all be ok now :tu:

Quality relief work - now they'd best go split the nodes again as obviously they haven't come close to resolving the congestion in some areas.

Who'd have thought stuffing 50 and 20Mbps modems plus potentially some 10Mbps modems onto a single upstream when it was just 20Mbps and 10Mbps modems split between 4 of them before, and of course upgrading all 2Mbps customers to 10Mbps down and 256k to 512k up would have created such a problem? :)

[Chrysalis]

nice post ignition :)

the node splitting takes multiple months as I understand it? So this is hard on customers in such areas because even when VM agree to do the work it can be a lengthy wait and its very frustrating when it turns out the work is inadequate.

Either VM are simply incompetant or its deliberate drip feeding.

[Digital Fanatic]

Sorry guys, I never had a chance to look at this today... can I ask one of you reports it to Tech Support, either via the VM Community forum or 151.... let me know what they say and if a ticket is raised, then post it here please. I will chase up tomorrow.

I did a quick check and didn't see any issues to begin with and we've had no customer reports to the fault centres about it either

Again, sorry I didn't get to it today.

[Nanor]

Apparently an issue was raised on the 12th April about upstream utilisation, due for completion by the 16th. The guy I spoke to read the notes which were made today at around 3pm , they simply said something along the lines of 'needs further investigation'. Doesn't sound too hopeful. He ran a few tests and confirmed all my levels were fine but he was seeing packet loss too. Confirmed it was a network problem and not an issue with my connection and basically said all I could do was wait a couple of days and call back for an update if there was no improvement.

I couldn't proceed much further as the wife is ill at the moment and the boy started howling so I didn't manage to get a fault reference for it but it is on the system and has been raised.

[Digital Fanatic]

Apparently an issue was raised on the 12th April about upstream utilisation, due for completion by the 16th. The guy I spoke to read the notes which were made today at around 3pm , they simply said something along the lines of 'needs further investigation'. Doesn't sound too hopeful. He ran a few tests and confirmed all my levels were fine but he was seeing packet loss too. Confirmed it was a network problem and not an issue with my connection and basically said all I could do was wait a couple of days and call back for an update if there was no improvement.

I couldn't proceed much further as the wife is ill at the moment and the boy started howling so I didn't manage to get a fault reference for it but it is on the system and has been raised.

Thanks Nanor, sorry to hear about your wife being ill. I will have a look now at the fault.....

---------- Post added at 10:43 ---------- Previous post was at 10:34 ----------

Ok, ticket ref is 1238603. It's been moved to the correct team to look at. will update when ticket is updated again.

looks like there is some utilisation issues around 20:30hrs - 1am looking at the graphs.

[pigmoth]

Thanks DF.

So is this a uBR issue again? Does this mean the upgrade wasnt adequate? Sorry for the questions, just dont quite understand.

Thanks

[Digital Fanatic]

Thanks DF.

So is this a uBR issue again? Does this mean the upgrade wasnt adequate? Sorry for the questions, just dont quite understand.

Thanks

Networks are investigating... I'll update when I know more... not sure whats causing it yet.

[Digital Fanatic]

** Update **

I've been mad busy with other network issues, so sorry about the delay in reponding again guys!

Networks are advising that there was a power issue with the upgrade last month and they will need to do some more work on the uBR.

They are awaiting more info for the date of the work. I'll update again next week, but bump the thread if I forget!
:D

[Nanor]

** Update **

I've been mad busy with other network issues, so sorry about the delay in reponding again guys!

Networks are advising that there was a power issue with the upgrade last month and they will need to do some more work on the uBR.

They are awaiting more info for the date of the work. I'll update again next week, but bump the thread if I forget!
:D

Any update on this Digital? I'm off work today looking after my boy who's covered in chicken pox, but that's a whole other story.

Been keeping and eye on the connection since I was up at 7:00am and not got any packet loss and upload has improved. I don't know if that's just because there's no congestion in the mornings (I don't normally get online until after 6pm) or if there has been some improvement. Last night I was still seeing packet loss of around 30% and appalling upload.

[pigmoth]

Hi Nanor,

Thats the pattern I've been seeing since November, with the exception of the holiday periods when students away. On a weekday, decent (not perfect) performance throughout the day, gradually getting worse at about 5-6, then unusable after 8 until about 1. On a weekend, terrible all day.

David

[Nanor]

Hi Nanor,

Thats the pattern I've been seeing since November, with the exception of the holiday periods when students away. On a weekday, decent (not perfect) performance throughout the day, gradually getting worse at about 5-6, then unusable after 8 until about 1. On a weekend, terrible all day.

David

Since November any time I have been in during the day I noticed packet loss and reduced upload but still had a usable connection (apart from XBox Live). This was happening each and every day with the problems more pronounced at the weekends.

Today I've had no packet loss and, for the first time in months, an upload of more than 500Kbps. Having said that I just ran a couple of checks and, although there is no packet loss, upload is back to less than 300kbps. Less than half of what I should, and used to, get. Suspect the packet loss will start appearing again in the next couple of hours.... :rolleyes:

[pigmoth]

Oh. I've been getting packet loss during the day... Just now for example I've logged on to my PC at home and I had 9% packet loss.

I hold students completely responsible for this ;) I work in a uni in Liverpool and cant help blaming all the students I see for my awful Internet ;)

[Digital Fanatic]

Any update on this Digital? I'm off work today looking after my boy who's covered in chicken pox, but that's a whole other story.

Been keeping and eye on the connection since I was up at 7:00am and not got any packet loss and upload has improved. I don't know if that's just because there's no congestion in the mornings (I don't normally get online until after 6pm) or if there has been some improvement. Last night I was still seeing packet loss of around 30% and appalling upload.

Hi,

Just checked the ticket... Status is still "awaiting date for further work due to a power issue with the last upgrade"

[Nanor]

Oh. I've been getting packet loss during the day... Just now for example I've logged on to my PC at home and I had 9% packet loss.

I hold students completely responsible for this ;) I work in a uni in Liverpool and cant help blaming all the students I see for my awful Internet ;)

I blame the students too even though I was one of them many years ago, that's how i ended up in Liverpool! ;)

Hi,

Just checked the ticket... Status is still "awaiting date for further work due to a power issue with the last upgrade"

Thanks Digital, no new information then :erm: Hope this doesn't drag on for an eternity!

[Digital Fanatic]

I blame the students too even though I was one of them many years ago, that's how i ended up in Liverpool! ;)



Thanks Digital, no new information then :erm: Hope this doesn't drag on for an eternity!

I hope it doesn't too... bump the thread if you want me to check again later in the week.

[pigmoth]

I hope it doesn't too... bump the thread if you want me to check again later in the week.

Any update?

Thanks,
David

[Nanor]

Any update?

Thanks,
David

Had an even more atrocious connection than usual last night. Was working late and when I got home after 9:00pm VPN simply wouldn't connect and I couldn't even log into my webmail :mad:

[Nanor]

I know this is far from a reliable indication of network speed but I just tried a speedtest on my iphone and it made me laugh. Wonderful 20Mb connection!

http://www.pokerallnight.co.uk/public/IMG_0490.PNG

[Chrysalis]

my 3G beats my VM connection for the majority of the day. So I guess its swings and roundabouts.

[Digital Fanatic]

Any update?

Thanks,
David

Hi,

I'm on holiday at the moment... will check when next in work. :)

[Nanor]

Hi,

I'm on holiday at the moment... will check when next in work. :)

Hope you're having a nice break!

I've been on the support forum and the latest is that the work will be completed by 30th April. I'll believe it when I see it. Just had a rant on there as well and waiting for my third callback request in three weeks. This is beyond a joke, let's see what Friday brings....

[Peter_]

Hope you're having a nice break!

I've been on the support forum and the latest is that the work will be completed by 30th April. I'll believe it when I see it. Just had a rant on there as well and waiting for my third callback request in three weeks. This is beyond a joke, let's see what Friday brings....
I think it is down a 10/05/2010 if I remember correctly.

Oddly we tend to need a break now and again.:D

[eckuk]

I'm in G75 and here's my results for the 20Mb service:
https://www.cableforum.co.uk/images/local/2010/04/14.png (http://www.speedtest.net)

...which I'm still paying £37 for, even with their phone line.
VM = Terrrrriiibbbble.

[Peter_]

I'm in G75 and here's my results for the 20Mb service:
https://www.cableforum.co.uk/images/local/2010/04/14.png (http://www.speedtest.net)

...which I'm still paying £37 for, even with their phone line.
VM = Terrrrriiibbbble.
I would start another thread as that will get lost here as this is all about Liverpool not Glasgow.

Try calling support for help.

[Digital Fanatic]

Hope you're having a nice break!

I've been on the support forum and the latest is that the work will be completed by 30th April. I'll believe it when I see it. Just had a rant on there as well and waiting for my third callback request in three weeks. This is beyond a joke, let's see what Friday brings....

Hi,

Yeah,was nice cheers Nanor :)

Theres no update in the ticket, the restore date is 30/04/10 but I don't think it will be correct for this issue as it is a auto generated target.

I've requested an update within the ticket, it may take a few days for a responce.

HTH :)

[pigmoth]

ANy response on the job?

[Digital Fanatic]

ANy response on the job?

I can check on Thursday for you :)

[Nanor]

I've been in touch with various departments at Virgin over the last two days and last night from 8:00pm I had a 20Mb connection again! Zero packet loss, 20Mb download and 750Kbps upload.

Couldn't believe it when I typed in bbc.co.uk and text and graphics appeared less than a second later. The wife was shocked, she rightly pointed out we'd actually forgotten the speed browsing should be working at.

They did say that work was still being carried out in the area so not sure if it's just my connection that's been sorted or if the area is now finally up to speed. Only took over six months, surprised at myself that I hung on this long. Stupidity or just being plain stubborn, don't know :dozey:

Fingers crossed that this is an actual fix and not a temporary bodge....

[pigmoth]

God I hope its fixed.

Looking at my connection at the mo doesnt seem too promising though - even at 10 in the morning i'm getting ping times of 50-200 ms, but no packet loss yet. Will keep an eye on how the connection changes through the day.

[Digital Fanatic]

Update: 05/05/10

Fix Details entered: Upgrade completed, congestion relieved. :)

Lets hope :tu:

[pigmoth]

i'm getting packet loss....no change for me.

[Digital Fanatic]

i'm getting packet loss....no change for me.

:(

[Chrysalis]

Digital fanatic you able to check into other areas as well?

[Digital Fanatic]

Digital fanatic you able to check into other areas as well?

Yeah, do you have a ticket ref? I can check tomorrow night.

[Chrysalis]

not got one, I can try getting it, my calls have been to the ceo office not tech support, or is possible I was given one but have lost it.

[Digital Fanatic]

not got one, I can try getting it, my calls have been to the ceo office not tech support, or is possible I was given one but have lost it.

If you get the ref I can check it for you. Because of DPA I am unable to ask for account info etc on here.

[Chrysalis]

no problem, will try to get the info for you. thanks.

[pip08456]

If you get the ref I can check it for you. Because of DPA I am unable to ask for account info etc on here.

I would've thought though that if anyone wished to PM you with their info it would be their choice and not a breech of DPA.

[Peter_]

I would've thought though that if anyone wished to PM you with their info it would be their choice and not a breech of DPA.
We cannot ask or receive any accounts information because we are unable to to access your accounts using that information as we have no way of ensuring that you are the account holder.

This one reason is why I have the PM function disabled.

[pip08456]

Thanks for the clarification Masque. However I think it was the reference to DPA that threw me.

[Digital Fanatic]

Thanks for the clarification Masque. However I think it was the reference to DPA that threw me.

we are not allowed to collect any account information on this site as it is a third party.

We can check tickets, areas for issues, advise and update, just not process any personal information such as accounts. :)

[pip08456]

Understand what you're saying DF.

BTW can you check ticket no 2083969, tell me what it says and possible fix time? Aparently my 50Mb problem is an area one so I would like to know what the issue is.

[Peter_]

Thanks for the clarification Masque. However I think it was the reference to DPA that threw me.
To us DPA is second nature and of course we forget that is not so with everyone else.:D

[Digital Fanatic]

Understand what you're saying DF.

BTW can you check ticket no 2083969, tell me what it says and possible fix time? Aparently my 50Mb problem is an area one so I would like to know what the issue is.

That looks like a work order number rather than a Remedy number? I can't search tickets by that ref.

Remedy tickets currently begin with 12*****

[pip08456]

Looks like I'll have to ring up to find out then. Thanks for trying Digi

[Peter_]

That looks like a work order number rather than a Remedy number? I can't search tickets by that ref.

Remedy tickets currently begin with 12*****
I thought it was an IT reference number.

[Digital Fanatic]

I thought it was an IT reference number.

I'll check now ....

I get the following on Track IT and remedy

"sorry, I can't find that ticket ref"

Most probably a work order number or could be a complaint ref from CCCS?

We don't really use that tool so can't check.

[Peter_]

I'll check now ....

I get the following on Track IT and remedy

"sorry, I can't find that ticket ref"

Most probably a work order number or could be a complaint ref from CCCS?

We don't really use that tool so can't check.
Looks like an IT ref but you will get that message if it has closed.;)

[Digital Fanatic]

Looks like an IT ref but you will get that message if it has closed.;)

On Track IT, yes. checked within IT Remedy too and nothing :shrug:

[pigmoth]

Hi DF,

Well my problems continue. I am still experiencing severe packet loss. I presume this means I am pointing to a different uBR than Nanor, which makes you wonder why I have been given the same fault references as him....

Anyway, i've spoken to Virgin today on the phone, and they gave me a "work order" number of 31178547 and told me it would be fixed in 48 hours - obviously I'm dubious. Is there anyway you can check this "Work order"

David

[pip08456]

Hi DF,

Well my problems continue. I am still experiencing severe packet loss. I presume this means I am pointing to a different uBR than Nanor, which makes you wonder why I have been given the same fault references as him....

Anyway, i've spoken to Virgin today on the phone, and they gave me a "work order" number of 31178547 and told me it would be fixed in 48 hours - obviously I'm dubious. Is there anyway you can check this "Work order"

David

If he couldn't check mine I doubt if he could check yours. Obviously a different part of the system.

BTW mine appears to be solved.

[Digital Fanatic]

Hi DF,

Well my problems continue. I am still experiencing severe packet loss. I presume this means I am pointing to a different uBR than Nanor, which makes you wonder why I have been given the same fault references as him....

Anyway, i've spoken to Virgin today on the phone, and they gave me a "work order" number of 31178547 and told me it would be fixed in 48 hours - obviously I'm dubious. Is there anyway you can check this "Work order"

David

Hi David,

Yeah it does sound like you may have a different issue that was masked by the issue Nanor had....

Ask Support for a Remedy number as the work order is on your account and I don't have access to that.

Thanks :)

---------- Post added at 19:45 ---------- Previous post was at 19:44 ----------

If he couldn't check mine I doubt if he could check yours. Obviously a different part of the system.

BTW mine appears to be solved.

Good to hear :)

[pigmoth]

I've been given this reference number: f001256472

no proper time estimate, and was given the arbitrary 6-8 week nonsense again. Another two months! WAAAAA - that would conveniently be around the time the students go home (again). No doubt it will get better and then return to its normal self in september. I will report it and they will investigate again for a few months etc etc etc! I'm going mad.

[Digital Fanatic]

I've been given this reference number: f001256472

no proper time estimate, and was given the arbitrary 6-8 week nonsense again. Another two months! WAAAAA - that would conveniently be around the time the students go home (again). No doubt it will get better and then return to its normal self in september. I will report it and they will investigate again for a few months etc etc etc! I'm going mad.

I'll check that ticket for you tomorrow, David.

[Digital Fanatic]

Hi David,

Yeah, you are on a slightly different cable and upstream to everyone else and different cab to the other issue... you would not of been affected by the other issue at all from what I can see

Ticket is with planning, awaiting a relief date.

[pigmoth]

This is so frustrating....back in January I was given the exact same number Nanor was given. And i have rung up every week for past 4 months, sometimes not quoting the fault reference, so they should have identified a separate issue with my cabinet.

Judging by the length of time it took with previous fault this "with planning awaiting a relief date" could be another 3 months ...................................unbelievable.

On the upside I suppose I'll be on these forums for another 3 months! :dunce:

[Digital Fanatic]

This is so frustrating....back in January I was given the exact same number Nanor was given. And i have rung up every week for past 4 months, sometimes not quoting the fault reference, so they should have identified a separate issue with my cabinet.

Judging by the length of time it took with previous fault this "with planning awaiting a relief date" could be another 3 months ...................................unbelievable.

On the upside I suppose I'll be on these forums for another 3 months! :dunce:

The cab is close, but if support are correct in linking you to this outage, then it is different from Nanors now fixed issue.

Looking further in to your issue, you were affected by ticket 1106841 for utilisation issues from around the same time (October).. .this was fixed on 5th May, so it's probably a similar situation with a failed upgrade... bump the thread next week and I'll check again for you.

[pigmoth]

The cab is close, but if support are correct in linking you to this outage, then it is different from Nanors now fixed issue.

Looking further in to your issue, you were affected by ticket 1106841 for utilisation issues from around the same time (October).. .this was fixed on 5th May, so it's probably a similar situation with a failed upgrade... bump the thread next week and I'll check again for you.

thanks for your help df.

Just re read my post and realise it might have sounded like i was having a go at you. Sorry about that, i appreciate your help. Just dead frustrated.

Ceo's office has been in touch, with some kind of temporary solution, so well see how that goes.

Nice one.

[Digital Fanatic]

thanks for your help df.

Just re read my post and realise it might have sounded like i was having a go at you. Sorry about that, i appreciate your help. Just dead frustrated.

Ceo's office has been in touch, with some kind of temporary solution, so well see how that goes.

Nice one.

No problem, David... I understand your frustration. :cool:

[Nanor]

Three weeks since my issues were finally resolved and I'm pleased to say that I've not had a single issue since :)

I've noticed that upload is no longer maxing out at 750Kbps but is consistently around the 600Kbps, zero packet loss and download continually maxing out. This was the service I used to receive, this is the service I'm now receiving again, this is what I'm paying for!

Still not managed to get on XBox Live as a few days after the fix my router started randomly disconnecting, switched routers and all is fine. Just hope it lasts, couldn't go through another seven months of the problems we had.