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Hiroki
22-04-2010, 21:49
Lately my internet has been really slow and it's taking a lot longer than normal to load pages and a lot of the time I get the this page can not be displayed notification.....anybody got any idea what I can do?

I have an ambit modem but im not sure how to post levels.

Thanks

Scrubbs
22-04-2010, 22:03
we are guessing you have gone through the reboot modem/Pc etc?:)

Hiroki
22-04-2010, 23:41
we are guessing you have gone through the reboot modem/Pc etc?:)
Yup done that a few times, checked connection and changed wires.....all the normal things.

It isn't connected to a router either.

---------- Post added at 22:41 ---------- Previous post was at 21:04 ----------

...anyone?

pip08456
22-04-2010, 23:59
To get your levels enter 192.168.100.1 into your browser, user & pass = root.

Copy and paste upstream/downstream into your post.

Hiroki
23-04-2010, 00:18
Thanks.

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 7
Downstream Frequency : 339000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 1.3 dBmV
Downstream SNR : 38.7 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.0 dBmV
Upstream Mini-Slot Size : 2

Hiroki
23-04-2010, 12:18
Anyone know if those levels are normal before I call virgin media (ugh)?

My modem turned itself off and on twice today

Peter_
23-04-2010, 13:10
Your power levels are normal but what modem do you have.

Hiroki
23-04-2010, 13:56
Your power levels are normal but what modem do you have.
Ambit 256

Just driving me nuts how slow it's being, thanks for looking at the levels

Peter_
23-04-2010, 14:13
Ambit 256

Just driving me nuts how slow it's being, thanks for looking at the levels
Call in and they will check the connection for any issues.

Hiroki
23-04-2010, 18:24
Call in and they will check the connection for any issues.
Thanks I will call and ask them.

I asked one of my neighbours about his connection and he said his is slow too so would that indicate a fault somewhere local?

h.cowell
25-04-2010, 09:19
Just read this - similar problem here (SK11). Especially in the evenings. Last night the connection failed again and hasn't come back yet. I will ring Virgin but was wondering if you got your problem sorted out, OP?

EmmaMadeleine
25-04-2010, 10:20
its pretty slow

Hiroki
26-04-2010, 13:33
Nah my problem is still there and when I called Virgin they were as much use as a chocolate fire guard.

Im hoping the people on their forum can help as they seem a bit more in the know

Peter_
26-04-2010, 13:35
Nah my problem is still there and when I called Virgin they were as much use as a chocolate fire guard.

Im hoping the people on their forum can help as they seem a bit more in the know
When did you call and was it UK or Offshore that you spoke to.

Hiroki
26-04-2010, 13:49
When did you call and was it UK or Offshore that you spoke to.
Saturday (I think) and was offshore.

I lost my temper after being told to switch my modem on and off for the fourth time :mad:

I stuck a thread on http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/Slow-speeds/td-p/48515 and they seem to be getting around to looking at it I guess. Just sick of my modem throwing a fit and switching itself off and on

Peter_
26-04-2010, 13:56
Saturday (I think) and was offshore.

I lost my temper after being told to switch my modem on and off for the fourth time :mad:

I stuck a thread on http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/Slow-speeds/td-p/48515 and they seem to be getting around to looking at it I guess. Just sick of my modem throwing a fit and switching itself off and on
After 4pm Saturday you may get Scotland or India as we close at that time.

Hiroki
27-04-2010, 17:14
Called them up and got fobbed off again.

Reboot the modem, there is no problems with your connection/area.

Really **** poor service by them and my modem still throws a fit every now and then and switches itself off and on.

IanR
28-04-2010, 10:55
i am having problems too, i check in 'my virgin' and the service status for broadband is red yet there are no issues reported. I am in the de21 area of derby is anyone else having problems? I am considering upgrading from l to xxl but if the area is over subscribed i don't think i'll bother

vulcan01
30-04-2010, 20:10
i am having problems too, i check in 'my virgin' and the service status for broadband is red yet there are no issues reported. I am in the de21 area of derby is anyone else having problems? I am considering upgrading from l to xxl but if the area is over subscribed i don't think i'll bother

Hi Ian

I have been having problems with pages failing to load etc for over a week. I live in DE21 area and know of others with the same issue. Virgin deny there is an issue and have contacted them 5 times this week each yime they say it is my PC,I have given up.

They sent a third modem today, it was reconditioned and DOA.

nomalam
01-05-2010, 08:22
I live in DE21 area and know of others with the same issue. Virgin deny there is an issue....

I live in DE21 too and although speedtests still indicate a good connection, and downloading is as fast as ever, web browsing is abysmal. Pages not loading, timeouts, pages locking up because google ads won't load, etc. This isn't my PC, there are several computers in the house and a PS3, all of which are showing the same symptoms. It's been like this for over a week and I'm getting quite annoyed with it now.

Guy T
01-05-2010, 08:34
Similar problem in DE72 - some sites load ok some load partially and others not at all e.g. www.microsoft.com (http://www.microsoft.com)

Tracert to MS

Tracing route to lb1.www.ms.akadns.net (http://www.ms.akadns.net) [207.46.170.10]
over a maximum of 30 hops:

1 7 ms 5 ms 7 ms 10.251.x.x
2 10 ms 9 ms 7 ms leic-cam-1b-v124.network.virginmedia.net [82.3.34.145]
3 44 ms 10 ms 7 ms leic-core-1b-ae1-0.network.virginmedia.net [195.182.174.145]
4 13 ms 11 ms 9 ms nrth-bb-1b-as6-0.network.virginmedia.net [213.105.172.41]
5 9 ms 8 ms 12 ms nrth-bb-1a-ae0-0.network.virginmedia.net [62.253.185.117]
6 15 ms 13 ms 11 ms popl-bb-1b-as4-0.network.virginmedia.net [213.105.64.18]
7 13 ms 12 ms 13 ms tele-ic-2-as0-0.network.virginmedia.net [62.253.184.6]
8 94 ms 105 ms 95 ms 8057.microsoft.com [206.223.115.17]
9 100 ms 95 ms 95 ms 209.240.199.162
10 96 ms 95 ms 97 ms ge-7-1-0-0.blu-64c-1a.ntwk.msn.net [207.46.43.17]
11 114 ms 110 ms 111 ms xe-0-1-3-0.ch1-16c-1a.ntwk.msn.net [207.46.46.169]
12 151 ms 154 ms 155 ms ge-3-1-0-0.co1-64c-1a.ntwk.msn.net [207.46.46.118]
13 154 ms 152 ms 154 ms ge-0-0-0-0.co1-64c-1b.ntwk.msn.net [207.46.43.161]
14 162 ms 156 ms 159 ms ge-6-0-0-0.tuk-64cb-1b.ntwk.msn.net [207.46.43.177]
15 158 ms 159 ms 156 ms ten2-3.tuk-76c-1a.ntwk.msn.net [207.46.46.19]
16 161 ms 161 ms 163 ms po16.tuk-65ns-mcs-1b.ntwk.msn.net [207.46.35.142]
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.

and tracert to 3com.com

Tracing route to www.3com.com (http://www.3com.com) [139.87.6.200]
over a maximum of 30 hops:

1 7 ms 7 ms 5 ms 10.251.x.x
2 6 ms 7 ms 7 ms leic-cam-1b-v124.network.virginmedia.net [82.3.34.145]
3 7 ms 9 ms 5 ms leic-core-1b-ae1-0.network.virginmedia.net [195.182.174.145]
4 12 ms 9 ms 9 ms nrth-bb-1b-as6-0.network.virginmedia.net [213.105.172.41]
5 16 ms 11 ms 18 ms popl-bb-1a-as3-0.network.virginmedia.net [213.105.172.14]
6 19 ms 19 ms 19 ms amst-ic-1-as0-0.network.virginmedia.net [213.105.175.6]
7 22 ms 19 ms 18 ms br1.ams.terremark.net [195.69.145.48]
8 126 ms 128 ms 125 ms 85.112.0.89
9 126 ms 126 ms 125 ms 85.112.0.98
10 127 ms 126 ms 125 ms 66.165.161.13
11 127 ms 127 ms 127 ms 66.165.161.5
12 127 ms 128 ms 127 ms t0-1-0-0.br1.mia.terremark.net [66.165.161.1]
13 127 ms 125 ms 127 ms t8-1.gw1.mia.terremark.net [66.165.161.82]
14 131 ms 128 ms 127 ms 66.165.170.13
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.

Looks like the problem may be outside of VM though - I get similar problems doing a tracert from work (which isn't VM)

Gynx
01-05-2010, 08:57
DE21 here also with the same problem, it's been going on for a couple of days now, yesterday morning I thought it was 'fixed' but last night/this morning it's flared up again.

It was difficult even getting this page to load!

When I can get speed test to load it shows my full connection without a problem though loading some websites is a different story all together in particular google/youtube/blogspot being the more popular ones, I can say VMs newsgroups are effected as well.

jaybee
01-05-2010, 09:10
Same problems here in DE24. All day yesterday and again this morning. Pages not loading and timing out etc. Affecting some websites more than others eg Facebook,Google Groups impossible to use.

vulcan01
01-05-2010, 11:48
Still the same here DE21 pages not loading.

Virgin claim it is my pc's, although I can connect them okay to a BT network and there are no browsing issues with BT.

Virgin also say only me has reported an issue to them in the DE21 area.

I am also geting request timed out when pinging Amazon.co.uk and Virginmedia.com.

nomalam
01-05-2010, 12:16
Virgin also say only me has reported an issue to them in the DE21 area.

Who are you speaking to that says this? I have called support a few times but each time they've insisted it's my computer (despite the fact that I've clearly said I have multiple computers and a PS3 using the connection, all of which have the same problems. How exactly am I supposed to have misconfigured the web browser on a PS3?)

I suspect therefore that I'm not being flagged as someone "reporting an issue in the DE21 area". Unfortunately it's probably my lack of patience with indian call centre script followers that's causing the calls to end earlier than they could. If you can give me some pointer as to how you eventually manage to report a problem in the DE21 area I'll give them a call. :)

FWIW I'm having eactly the same symptoms as described above. Timeouts on various websites, particularly amazon, and google companies (google, youtube, etc.) Unfortunately it's the google one that's the killer because so many other websites use google ads and page tracking that I've had to install an adblocker even to view this forum.

Peter_
01-05-2010, 13:12
The is a slow speeds issue for all of Derby for today F001252990 which is a priority 1 issue and the fix time is around 4pm.;)

rumbledethumps
01-05-2010, 13:32
Same here Allestree part of Derby DE22. Absolutely dire speeds browing websites. It has been like this for days. In desperation I even reconfigured the router. Get it sorted virgin, you've never been this bad in all the years I have had it!

IanR
01-05-2010, 13:38
Nice to know you've found an issue even if it's about 5 days late.

Peter_
01-05-2010, 13:43
Nice to know you've found an issue even if it's about 5 days late.
Only listed today.

mcfc2134
01-05-2010, 13:53
Very poor speeds here also in DE24. Some websites OK, others appalling. Its been poor for a good 48 hours now I would suggest.

Need to update a game over xbox live but it can't download it so I can't play it! Grrr!! :mad:

Hopefully the 4pm fix will come through.

rumbledethumps
01-05-2010, 13:56
To be fair Virgin's service has been excellent. They will sort it im sure.

vulcan01
01-05-2010, 14:03
The is a slow speeds issue for all of Derby for today F001252990 which is a priority 1 issue and the fix time is around 4pm.;)

Good to hear that at least someone is now looking at the problem. Thank you for the update.

One support engineer advised me to try ubuntu instead of Windows because he thought it was a windows issue.

Digital Fanatic
01-05-2010, 14:19
Nice to know you've found an issue even if it's about 5 days late.

We have been doing maintenance work in Derby over the last few days also.

We are investigating the current issues now.

---------- Post added at 13:15 ---------- Previous post was at 13:12 ----------

Same here Allestree part of Derby DE22. Absolutely dire speeds browing websites. It has been like this for days. In desperation I even reconfigured the router. Get it sorted virgin, you've never been this bad in all the years I have had it!

We are on the case :)

---------- Post added at 13:19 ---------- Previous post was at 13:15 ----------

Still the same here DE21 pages not loading.

Virgin claim it is my pc's, although I can connect them okay to a BT network and there are no browsing issues with BT.

Virgin also say only me has reported an issue to them in the DE21 area.

I am also geting request timed out when pinging Amazon.co.uk and Virginmedia.com.

We have had an influx of calls today, but you may of been one of the first to contact us. The issue isn't caused by the normal problems that would be detected by 1st line.

The fault is a P1 and we hope to have it resolved shortly.

Polizcy
01-05-2010, 18:15
Well its way past 4pm, im in the DE24 Area and nothing has changed. Browsing speeds and download speeds from blueyonder gamesfiles are 30kb/ps at best. Gaming is impossible.

Hiroki
01-05-2010, 18:26
My problem still hasn't been solved

Digital Fanatic
01-05-2010, 19:18
Well its way past 4pm, im in the DE24 Area and nothing has changed. Browsing speeds and download speeds from blueyonder gamesfiles are 30kb/ps at best. Gaming is impossible.

Est fix times are just that, an estimate... investigations are still being carried out to assertain the cause.

Ticket can be followed HERE (http://status-cable.virginmedia.com/vmstatus/serviceissue.do?ticket=1252990)

vulcan01
01-05-2010, 19:43
Thank you for the latest update and link.

I have had this problem all week and they did not know it was an issue so fixing it may take sometime.

Digital Fanatic
02-05-2010, 09:09
We think the Derby issue may be fixed.... can anyone confirm this in the Derby area?

Thanks :)

seagrass
02-05-2010, 09:11
I've had the same problems for about 4-5 days now, most websites don't load at all, bbc.co.uk works perfectly however. Virgin support took me through all the standard tests and concluded that either my pc, windows or my browser was faulty. I was also told that I am the only person in Derby to have reported this. Got a text 16 hours ago telling me my technician had been cancelled as they had identified the problem, and they aim to have it restored within 8 hours. This website seems ok, but most including google are stll not working for me :(

rumbledethumps
02-05-2010, 09:22
No, still slow here in Allestree DE22 area i'm afraid. Just tried it! Just tested youtube and the videos wont load.

vulcan01
02-05-2010, 09:27
No, cannot access Amazon, Virginmedia or Google. :-(

Pages will not load. It took several attempts to get this site and only via the email link.

Digital Fanatic
02-05-2010, 09:27
Thanks... investigations continue.

vulcan01
02-05-2010, 09:36
I've had the same problems for about 4-5 days now, most websites don't load at all, bbc.co.uk works perfectly however. Virgin support took me through all the standard tests and concluded that either my pc, windows or my browser was faulty. I was also told that I am the only person in Derby to have reported this. Got a text 16 hours ago telling me my technician had been cancelled as they had identified the problem, and they aim to have it restored within 8 hours. This website seems ok, but most including google are stll not working for me :(

Sorry but I am the only person in Derby with this problem according to Virgin Support :-)

---------- Post added at 08:31 ---------- Previous post was at 08:29 ----------

Thanks... investigations continue.

If it helps, on Thursday things improved for a short time. Was any work carried out during that time?

---------- Post added at 08:36 ---------- Previous post was at 08:31 ----------

Ping stats

Amazon.co.uk Packets sent 4 packets lost 4

Request timed out

Virginmedia.com Packets sent 4 packets lost 4

Request timed out

Yesterday I could get Amazon home page to load if I left it. Today it will not load at all.

nomalam
02-05-2010, 09:52
Can confirm I still have the same problems in DE21

Peter_
02-05-2010, 11:36
Can confirm I still have the same problems in DE21
The outage is still ongoing click HERE (http://status-cable.virginmedia.com/vmstatus/serviceissue.do?ticket=1252990)

Digital Fanatic
02-05-2010, 12:10
Quick update guys.... A fault has been identified and work is going to be carried out in the early hours on Monday to fix this issue.

It is being carried out at that time to minimise further interuptions to service.

Thanks for your patience guys :tu:

Polizcy
02-05-2010, 13:08
Still slow in the DE24 Area. Tell me id like to know if i get a reduction in price because i have been unable to use my broadband for over a week now.

vulcan01
02-05-2010, 13:31
Quick update guys.... A fault has been identified and work is going to be carried out in the early hours on Monday to fix this issue.

It is being carried out at that time to minimise further interuptions to service.

Thanks for your patience guys :tu:

It has taken me 40 mins to load this page. Surely our service is interupted now?

Digital Fanatic
02-05-2010, 13:39
Still slow in the DE24 Area. Tell me id like to know if i get a reduction in price because i have been unable to use my broadband for over a week now.

You'd need to speak to Customer Care or Faults regarding anything like that. I take it you've logged this with faults over a week ago? This outage happened over the last 3 days or so... you may have a different issue. Speak to faults once this issue is fixed.

---------- Post added at 12:39 ---------- Previous post was at 12:37 ----------

It has taken me 40 mins to load this page. Surely our service is interupted now?

Service is currently degraded for *some* customers in Derby. Major work is only carried out late at night to minimise any loss if something went wrong.

mcfc2134
02-05-2010, 13:55
Can you say what the issue is?

General speeds seem to have improved slightly today, but not perfect.

Digital Fanatic
02-05-2010, 14:24
Can you say what the issue is?

General speeds seem to have improved slightly today, but not perfect.

Can't go in to specifics, but it's a load balancing issue on part of the network. It will be fixed in the early hours. :)

Ignitionnet
02-05-2010, 14:37
Can't go in to specifics, but it's a load balancing issue on part of the network. It will be fixed in the early hours. :)

So:

1) Too many modems in not enough bandwidth so the nodal combining (upstream) is being tinkered with to split modems more appropriately over ports.
or
2) The above but -upstream +downstream and -combining +splitting
or
3) A node is being split across additional ports.

One of those 3?

ABT
02-05-2010, 15:42
Thanks Virgin In DE24 mine is working now, ty!


edit spoke to soon it went all slow again :(

vulcan01
02-05-2010, 15:55
Thanks Virgin In DE24 mine is working now, ty!


edit spoke to soon it went all slow again :(

They are not attempting a fix until tomorrow.

ABT
02-05-2010, 15:59
oh ok.

fugu
02-05-2010, 18:47
Is this issue only affecting derby? As im getting a very similar problem which started on friday afternoon in PO4, before which my connection had been solid for months. Today it has became completely unusable.

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/connection-keeps-droping/td-p/52483

Made a post there but guess the mods are on their bank holidays.

Digital Fanatic
02-05-2010, 19:03
Is this issue only affecting derby? As im getting a very similar problem which started on friday afternoon in PO4, before which my connection had been solid for months. Today it has became completely unusable.

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/connection-keeps-droping/td-p/52483

Made a post there but guess the mods are on their bank holidays.

Yes... best start your own thread as this has already hijacked Hiroki's original issue !

The VM forums are monitored 365 days a year, SLA is 8 hours.

Ignitionnet
02-05-2010, 19:25
Yes... best start your own thread as this has already hijacked Hiroki's original issue !

The VM forums are monitored 365 days a year, SLA is 8 hours.

Hiroki hijacked his own thread perfectly well on the VM forum so don't worry ;)

Mr Move It
02-05-2010, 20:38
Can anyone confirm slow speeds in Stafford ST17 this evening? Uploads & downloads are capped at around 10kb/s at the moment.

TikkiRo
02-05-2010, 20:45
I'm in Belfast (BT5) and only just checked my speed as watching vids was becoming impossible, and discovered a paltry 2 Mbps (rather than 10) - I did do some minimal torrenting last night but it shouldn't have been anywhere near enough to trigger this sort of speed decrease, plus I've downloaded far more at odd times previously and never lost speed through the following day like this. Given how many other people are seemingly having the same issue I think there's more than just a regional glitch!!

Digital Fanatic
02-05-2010, 20:51
Please start your own threads as your issues will get lost in this one. You are not linked to this issue in ANY way.

Thanks :)

---------- Post added at 19:51 ---------- Previous post was at 19:49 ----------

Can anyone confirm slow speeds in Stafford ST17 this evening? Uploads & downloads are capped at around 10kb/s at the moment.

---------- Post added at 19:51 ---------- Previous post was at 19:51 ----------

I'm in Belfast (BT5) and only just checked my speed as watching vids was becoming impossible, and discovered a paltry 2 Mbps (rather than 10) - I did do some minimal torrenting last night but it shouldn't have been anywhere near enough to trigger this sort of speed decrease, plus I've downloaded far more at odd times previously and never lost speed through the following day like this. Given how many other people are seemingly having the same issue I think there's more than just a regional glitch!!

vulcan01
03-05-2010, 08:23
At the moment at DE21, I can access Amazon.co.uk, Virginmedia.com and Google.

Fingers crossed the problem does not return later when the network gets busy.

---------- Post added at 07:16 ---------- Previous post was at 07:03 ----------

A further update

Still able to access sites but some responses are very very slow.

---------- Post added at 07:23 ---------- Previous post was at 07:16 ----------

Decided to run a speedtest at speedtest.net but the page will not load :-(

Guy T
03-05-2010, 08:32
Experiencing the same here in DE72 - all sites now seem to load eventually - but still a delay on alot of sites - speedtest shows 19.72 though

vulcan01
03-05-2010, 09:16
Experiencing the same here in DE72 - all sites now seem to load eventually - but still a delay on alot of sites - speedtest shows 19.72 though

I agree Guy, I had hoped it had been fixed but painfully slow again.

---------- Post added at 08:09 ---------- Previous post was at 08:07 ----------

There is no update on the ticket so lets hope it is still under investigation.

---------- Post added at 08:16 ---------- Previous post was at 08:09 ----------

Ping of Amazon.co.uk 4 packets sent 4 packets lost request timed out.

Ignitionnet
03-05-2010, 12:36
Ping of Amazon.co.uk 4 packets sent 4 packets lost request timed out.

Amazon doesn't respond to pings.

vulcan01
03-05-2010, 13:35
Amazon doesn't respond to pings.

Thanks for that, probably why support asked me to test that link.

It did not respond to Virginmedia.com either.

Peter_
03-05-2010, 14:45
Thanks for that, probably why support asked me to test that link.

It did not respond to Virginmedia.com either.
We use bbc.co.uk and www.itv.com (http://www.itv.com) and www.google.co.uk (http://www.google.co.uk).

The BBC one does not work if you put www. in front of it though.

vulcan01
03-05-2010, 14:58
We use bbc.co.uk and www.itv.com (http://www.itv.com) and www.google.co.uk (http://www.google.co.uk).

The BBC one does not work if you put www. in front of it though.

Thanks for that information.

It was one of your more remote call centres that advised amazon and who also suggested I load ubuntu because they thought it was a windows problem.

At the moment things seem better, do we have an update?

Peter_
03-05-2010, 15:23
Thanks for that information.

It was one of your more remote call centres that advised amazon and who also suggested I load ubuntu because they thought it was a windows problem.

At the moment things seem better, do we have an update?
We do not support Ubuntu so they should not have recommended its use.

I use it though.:D

vulcan01
03-05-2010, 15:25
We do not support Ubuntu so they should not have recommended its use.

I use it though.:D


I will ask on here in future before calling support.

Thanks.

Ignitionnet
03-05-2010, 15:42
Thanks for that, probably why support asked me to test that link.

Dear oh dear. Probably the script generator broke, they were shopping on Amazon at the time and it was the first thing that came to mind.

IanR
04-05-2010, 19:19
This is still showing on the status page as unresolved...

Is there any update that you can give us Masque that doesn't simply state you have found the problem and it will be resolved in 4 hours like we have been getting since you've said it had been identified.

I am sure people would be a lot less angry about it if they actually had meaningful updates from the status section of the VM website.

pip08456
04-05-2010, 19:45
I am sure people would be a lot less angry about it if they actually had meaningful updates from the status section of the VM website.

:erm::erm::erm:That would be too easy:D:rolleyes:

Peter_
04-05-2010, 21:22
This is still showing on the status page as unresolved...

Is there any update that you can give us Masque that doesn't simply state you have found the problem and it will be resolved in 4 hours like we have been getting since you've said it had been identified.

I am sure people would be a lot less angry about it if they actually had meaningful updates from the status section of the VM website.
The only information we have at present is another 4 hour SLA from 04/05/2010 16:27 which means that it is still an issue.

Click HERE (http://status-cable.virginmedia.com/vmstatus/serviceissue.do?ticket=1252990)

pip08456
04-05-2010, 21:39
WOW that's a lot of 4hr fixes!

Guy T
04-05-2010, 22:00
Seems to be getting worse again here in DE72 - sites cannot be displayed, looks like whatever is being done (assuming something is being done ;)) isn't working!

vulcan01
04-05-2010, 22:16
Problem is back again in DE21, I hoped they had fixed it.

Can we have an update please on whats going on? its been over a week now since we had a stable connection.

---------- Post added at 21:16 ---------- Previous post was at 21:06 ----------

They must care since they cannot be bothered to update the 4 hour SLA. Although they did remember to take my direct debit payment today although it will probably be the last one.

Guy T
04-05-2010, 22:32
Definately getting worse! - I have always been able to get to this site throughout the problem - now I can't or any VM sites for that matter (logged in through vpn at work at the mo)

vulcan01
04-05-2010, 22:34
Definately getting worse! - I have always been able to get to this site throughout the problem - now I can't or any VM sites for that matter (logged in through vpn at work at the mo)

Looks like they have not got a clue, seven engineers have updated the SLA by just cut and pasting a standard response.

Andrewcrawford23
04-05-2010, 22:40
Definately getting worse! - I have always been able to get to this site throughout the problem - now I can't or any VM sites for that matter (logged in through vpn at work at the mo)
So logged on thorugh yoru vn browsing is fine but thorugh virgin direct it isnt? That is strasnge as if the data is gettign corrupt or packets dropped on the connection without vpn it sitllg et dropped that way. I would have said possibel data scrambling of sites maybe if virign was blocking but that does not make sense eitehr as why would they not want oyu on there own site.

I am interested, if you ping -n 25 bbc.co.uk without vpn and with vpn what are the results like, and teh same for virginmedia.com, also tracert to bbc.co.uk on both with and without vpn

Guy T
04-05-2010, 22:47
Not much action for a P1 problem

---------- Post added at 21:47 ---------- Previous post was at 21:41 ----------

So logged on thorugh yoru vn browsing is fine but thorugh virgin direct it isnt? That is strasnge as if the data is gettign corrupt or packets dropped on the connection without vpn it sitllg et dropped that way. I would have said possibel data scrambling of sites maybe if virign was blocking but that does not make sense eitehr as why would they not want oyu on there own site.

I am interested, if you ping -n 25 bbc.co.uk without vpn and with vpn what are the results like, and teh same for virginmedia.com, also tracert to bbc.co.uk on both with and without vpn

The Ping results are fine both ways, but in a browser if I go to www.virginmedia.com (http://www.virginmedia.com) I only get the window header (Virgin Media - Broadband,digital tv etc and nothing else - if I go to www.nthellworld.co.uk (http://www.nthellworld.co.uk) I get the red background and the top white box only with the welcome message - nothing else

Various sites work one minute then not the next - I am assuming my connection to work will stop shortly!

Andrewcrawford23
04-05-2010, 22:50
Not much action for a P1 problem

---------- Post added at 21:47 ---------- Previous post was at 21:41 ----------



The Ping results are fine both ways, but in a browser if I go to www.virginmedia.com (http://www.virginmedia.com) I only get the window header (Virgin Media - Broadband,digital tv etc and nothing else - if I go to www.nthellworld.co.uk (http://www.nthellworld.co.uk) I get the red background and the top white box only with the welcome message - nothing else

Various sites work one minute then not the next - I am assuming my connection to work will stop shortly!

that still doesnt make sense the conenction is the same thorugh virgin direct and vpn the only difference is routing and possibel dns

Guy T
04-05-2010, 22:56
It doesn't look like a DNS issue to me as all addresses I try are resolved and are pingable without any noticable problems - looks more like some sort of caching or proxy type issue to me which wouldn't come into play going back out through my work internet connection as it's not VM

Andrewcrawford23
04-05-2010, 23:01
It doesn't look like a DNS issue to me as all addresses I try are resolved and are pingable without any noticable problems - looks more like some sort of caching or proxy type issue to me which wouldn't come into play going back out through my work internet connection as it's not VM
True, comes abck to wha ti said earlier routing since using your vpn use a different route

Guy T
04-05-2010, 23:05
In the bad ole days of NTL's poxy proxies you could change to another one when your local was borked - is this still possible?

Ignitionnet
04-05-2010, 23:06
In the bad ole days of NTL's poxy proxies you could change to another one when your local was borked - is this still possible?

No transparent ones anymore but you can use this:

Name: webcache.virginmedia.com
Address: 195.188.152.6

Guy T
04-05-2010, 23:12
No transparent ones anymore but you can use this:

Name: webcache.virginmedia.com
Address: 195.188.152.6

Assuming I should be using port 8080 that doesn't make any difference

nomalam
04-05-2010, 23:13
I'll post my "me too" as well. The problem seemed to go away at about 9pm on Sunday but it's back again with a vengeance now. I've tried connecting to work via VPN and can browse OK via that route, certainly it's faster and more reliable than browsing direct via Virgin. I'm in DE21.

I am not a network engineer, but it smells very much like a proxy issue to me, as it seems to be affecting web browsing and not VPN.

Guy T
04-05-2010, 23:22
Thought for a moment it was fixed then! - all the sites I had left trying to load in the background suddenly appeared - must just have been my turn to use the Virgin Media single user connection out of Derby for 2ms ;)

---------- Post added at 22:22 ---------- Previous post was at 22:17 ----------

mmmm interesting! - this page just refreshed via VM at 22:20 and the last 2 posts were missing but are timed earlier - that would indicate a proxy / caching issue to me

ABT
04-05-2010, 23:28
problem is back in de24 aswell again, it was all nice yesterday.

vulcan01
04-05-2010, 23:41
I lost all browsing for the last 40 mins, looks like someone is playing instead of fixing this problem.

---------- Post added at 22:41 ---------- Previous post was at 22:36 ----------

What choices do we have? phone the call centre and be told it is our PC's or wait for a cut and paste update that we have found the problem but cannot fix it.

vulcan01
05-05-2010, 06:23
Still no better this morning in DE21 and they have not updated the ticket since yesterday at 16:27.

rumbledethumps
05-05-2010, 08:04
Getting ridiculous now - DE22. I know Virgin are sorting it, but come on, how much longer do I have to put up with this as a paid for service?

seagrass
05-05-2010, 08:36
I've just reported it again to VM, mine (DE21) went down about 9pm last night. I've been quoted 24 hours for it to be fixed. At least they refunded me a weeks broadband fees, though that doesn't compensate me for my mobile broadband fees - which I'm having to use instead :(
At least they've stopped telling me it's my computer now :)

vulcan01
05-05-2010, 09:19
I have contacted support again, they seemed unaware at how widespread this issue is so it my be wise for those that have not placed a support call to do so.

Aereid
05-05-2010, 10:10
Hello, New to these forums just wanted to add my 2 cents,

I live in Derby DE21

I have been expericing intermittant services since end of April, and then the slow internet connections, some website work fine (1 or 2 at the most) and all others are a nightmare,

I play online games also (yes world of warcraft .... *no comment*) where I experience lag spikes, and regular disconnect since the end of april and still up too now, same on the xbox live

I also watch films threw the sky player, 70 % of the time it won't connect at all

Live Radio streaming, the music cuts out 10-20 sec every somewhat randomly ever 2 or 3 times a minute.

Been with Virgin since august last year, first problems I have had... now on its 6th-7th day of not being able to use internet at home.

I have rang VM at least 3-4 times already.

vulcan01
05-05-2010, 12:11
Apparently it is a software routing issue between Derby and Leicester and has been passed to the software team but there is no estimate for a fix.

Lets hope Mr Branson does not rely on this internet service when he goes it to space, otherwise he may never come back.

ABT
05-05-2010, 16:27
How many 4 hours does it take.

vulcan01
05-05-2010, 16:32
How many 4 hours does it take.

A lot more yet to come.

Request a refund for the loss of service.

Aereid
05-05-2010, 17:09
I saw on a post in regards of warcraft loss of packages on the virgin forums, some one phoned and where told it won't be fixed until 3-4 th of June, not sure of this info

Also rang them today again and they seemed unaware of an outage in the Derby area.... hopeless....

I really want to cancel virgin, but can't find any viable alternatives in my area de21, I am closest to the Breadsall Exchange...

So fustrating...

vulcan01
05-05-2010, 17:16
I saw on a post in regards of warcraft loss of packages on the virgin forums, some one phoned and where told it won't be fixed until 3-4 th of June, not sure of this info

Also rang them today again and they seemed unaware of an outage in the Derby area.... hopeless....

I really want to cancel virgin, but can't find any viable alternatives in my area de21, I am closest to the Breadsall Exchange...

So fustrating...

I am looking to changing supplier, at this rate they will not need to fix it because there will be no one using it. I was told it could be a long time before a fix was available.

It was obviously a change made last week when they were updating, but I cannot understand why they cannot just back it out, or why it was okay on Monday then broke again.

Digital Fanatic
05-05-2010, 17:21
I'll try and get an update tomorrow. I've been out of the office for a few days, so couldn't check for updates.

Must be a bigger issue than first thought.

Sorry it's still going on guys :(

vulcan01
05-05-2010, 17:32
I'll try and get an update tomorrow. I've been out of the office for a few days, so couldn't check for updates.

Must be a bigger issue than first thought.

Sorry it's still going on guys :(

Thanks, any help is much appreciated providing you don't ask me to power off and on the modem again ;)

Aereid
05-05-2010, 17:54
I am surfing from work, called them again for an update and they insisited there was nothing wrong with the area even thow the ticket is still open .... :dozey:

Thank you Digital Fanatic, Any info would be great ... I am tired of having to ring 4-6 times to finnally get no info whatsoever and have to search google for any insight

also a thread on the official forums relating to the derby problem http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/World-of-Warcraft-high-latency-issues-with-virgin-media-users/td-p/44498/page/8

buba3d
05-05-2010, 18:30
last 50 mins or so mine has been playing up, G21

Aereid
05-05-2010, 19:35
Tested tonight, at least the web pages don't take 20 minutes to load still got disconnects on live streaming, sky player, and online games

Speed tested at https://www.cableforum.co.uk/images/local/2010/05/55.png (http://www.speedtest.net)

I have 20 mb Cable.

rumbledethumps
05-05-2010, 20:07
Still Mod Edit here. DE22

vulcan01
05-05-2010, 20:07
Service resumed for about one hour this evening, but as usual it has gone belly up again.

Will someone please put 10p in the meter.

Maggy
05-05-2010, 20:15
Still Mod Edit here. DE22

This is a family forum and we do not like swearing so please do not try bypassing the swear filter.I suggest you read the sites T&Cs (http://www.cableforum.co.uk/about/21/terms-and-conditions)on the matter of swearing.

rumbledethumps
05-05-2010, 20:46
Thanks Maggy. I feel thoroughly ashamed of myself.

Aereid
05-05-2010, 21:21
As Vulcan pointed out, all seemed ok for 1 hour tonight, then ..... back to slow website, nearlly impossible to do anything I need my connection for. ..... Extremly fustrating... I am not even going to bother ringing virgin anymore ....

Mr Move It
05-05-2010, 21:45
Can anyone confirm slow speeds in Stafford ST17 this evening? Uploads & downloads are capped at around 10kb/s at the moment.

Just to follow up my Sunday post here - My Virgin net connection was slow on that night, and in the end, my problem wasn't related to other posts here. It turned out that my old NTL:250 cable modem failed, for on Monday, it was completely kaput. My browser was taking me to Virgin's registration page as if I was a new customer, even though I have been a non-stop customer since 2002. I spoke to Virgin tech and after a polite guy tried to register me (which succeeded), he tried to flash my modem and that failed. A brand spanking new modem was therefore ordered for me :-)

Polizcy
05-05-2010, 22:16
this is unacceptable now, they've had a week to sort this problem out which was initally a 4 hour proceedure. I think ill be cancelling my broadband and going to bethere.

Aereid
05-05-2010, 23:17
I am pretty much stuck with Virgin, either that or BT broadband capped at 4.5 mo ;/

ABT
05-05-2010, 23:27
This is getting stupid, I'd rather have a long downtime to fix the problem then it keep going off and saying it will be done in 4 hours.

vulcan01
05-05-2010, 23:38
Virgin need to come clean on this, either remove the service until fixed and stop these false updates that they are fixing the problem or get us back online.

By the end of this week I hope to have an alternative option for my broadband I don't want to leave but Virgin have been irresponsible in the way they have NOT handled this problem.

They do not deserve the support of their customers.

Aereid
06-05-2010, 02:06
Generally even during these problems I can get up to 16 mb-18 mb download speeds and 700 k + upload speeds on broadband speed test.... It's just that I get soooo many lost packets and timeouts with tracert and pingtest.net .... most of the time it doesn't even connect either

Aereid
06-05-2010, 10:05
Edit 10 AM:

06/05/2010 09:47 Karl Greenwood Broadband Internet 4 hours Updated P1
Detailed Description
This issue is still under investigation by our engineers.

Work has been carried out to restore normal service.

Further updates will be posted when available

Virgin Media apologise for any inconvenience caused.

- Virgin Media Technical Support

Ok does this mean they still don't know what's wrong but they have taken mesures to maintain a normal level of service ?

Digital Fanatic
06-05-2010, 11:10
Morning all,

Ok, our engineers think it may be fixed. Further work has been carried out with our software vendors and they are monitoring the link... can anyone advise if it's working ok now? We are seeing no errors on the links now.

Thanks

mcfc2134
06-05-2010, 11:11
Ok. So I ring CS just so my fault is logged for claiming back any loss of service compensation. According to the CS Rep, there are no faults in the Derby area and they will send an engineer.

Unbelieveable. :mad:

Digital Fanatic
06-05-2010, 11:16
Ok. So I ring CS just so my fault is logged for claiming back any loss of service compensation. According to the CS Rep, there are no faults in the Derby area and they will send an engineer.

Unbelieveable. :mad:

you just need to quote the fault ref. 1252990

you do not need a tech

credits are normally only given once ticket is closed.

mcfc2134
06-05-2010, 11:21
you just need to quote the fault ref. 1252990

you do not need a tech

credits are normally only given once ticket is closed.

Thats fair enough mate, but surely you would expect the faults team to know of a problem that has been around for a significant amount of time.

Btw, the browsing speeds do seem better although not perfect. A few of the websites I visit are still slow to load but its certainly better. Fingers crossed it will continue to improve.

ABT
06-05-2010, 11:30
Youtube still won't load for me.

mcfc2134
06-05-2010, 11:31
Youtube still won't load for me.

+1

Also, xbox.com and avforums very slow still.

Gynx
06-05-2010, 11:52
+1

Just been on the phone to them myself, because my Dad placed the call from somewhere else and left it to me and rather caught me off guard.

I got put on hold to a technician who turned out to be an Indian call centre? Without mentioning 'who/where/what' I rather daftly said the issue had been fixed but mentioned it had the habit of reoccuring and she agreed that the issue had been resolved and would 'signal the line' and it would be back to normal?

Yeeah I think I let myself get bluffed off the line but I was under the impression it had been 'fixed' I didn't care too much but now coming back I'm finding Youtube definitely ain't working, Ebay is a bit 'iffy' but loads.

Feel like a bit of a prat now!

vulcan01
06-05-2010, 12:54
Morning all,

Ok, our engineers think it may be fixed. Further work has been carried out with our software vendors and they are monitoring the link... can anyone advise if it's working ok now? We are seeing no errors on the links now.

Thanks

No it is not fixed, unable to access Amazon or Virginmedia sites. Just loads the first few lines then transmissions stop.

BT have just put a flyer through the door entitled 'Lost Connection' looks like they will benifit from this. My neighbour has cancelled her Virginmedia services today.

mcfc2134
06-05-2010, 12:55
Vulcan. Has gone on a major go slow for me again also. Certainly hasnt been fixed.

vulcan01
06-05-2010, 13:02
Why can they not regress to the setup prior to these problems about 12 days ago?

Once customers leave the cable network they are not likely to come back and although Digital Fanatic has tried to keep us informed (Thanks) Virgin as a company have acted in an appauling manner. A total of nine engineers have cut and pasted the updated info in the Service ticket so they must have plenty of staff but none that can fix it.

I said I would give it until tomorrow and I will, after that I am off to pastures new, I would rather settle for a slower speed and reliable service than this fiasco.

Peter_
06-05-2010, 13:05
Why can they not regress to the setup prior to these problems about 12 days ago?


It is faulty equipment so going back in time will not fix the issue.

vulcan01
06-05-2010, 13:18
It is faulty equipment so going back in time will not fix the issue.

Thats not what your second line support told me yesterday, after contacting the engineers he came back to say it was a router software issue between Derby and Leicester. I suppose he could have been trying to fob me off but he seemed genuine.

If it is faulty equipment then why do they not replace it or does Derby not matter?

For BT to send a flyer to all houses they must be monitoring this situation.

---------- Post added at 12:18 ---------- Previous post was at 12:10 ----------

What is more worrying is that if they think they have fixed it and they obviously have not then it us unlikely to be fixed soon.

Aereid
06-05-2010, 13:34
Been on Virgin since August last year overall internet has been stable and good quality since then ...

I can understand some problems, just really fustrating that no one on your side (phone support) seems to be aware of any issues in the area, and general lack of information. I got threw to the uk call centre (or scotland) this morning very helpful and where ready to help and understood my concern even transferred me to a Slow & intermittant departement (? xD) where the guy was looking up the engineer info on the tickets ... sod's law my mobile phone batteries ran out just then hahaha :D

... never had so much time to do stuff since internet has been down.

vulcan01
06-05-2010, 13:54
I got threw to the uk call centre (or scotland) this morning very helpful and where ready to help and understood my concern even transferred me to a Slow & intermittant departement (? xD) where the guy was looking up the engineer info on the tickets ... sod's law my mobile phone batteries ran out just then hahaha :D

... never had so much time to do stuff since internet has been down.

Was it the engineer that was slow and intermitant?

Sorry I could not resist that one :-)

Digital Fanatic
06-05-2010, 13:59
We are continuing our investigations in this matter. Thanks for the updates guys. :tu:

vulcan01
06-05-2010, 14:03
We are continuing our investigations in this matter. Thanks for the updates guys. :tu:

It is good to read someone is trying to keep us informed. Thanks.

Digital Fanatic
06-05-2010, 14:10
Thats not what your second line support told me yesterday, after contacting the engineers he came back to say it was a router software issue between Derby and Leicester. I suppose he could have been trying to fob me off but he seemed genuine.

If it is faulty equipment then why do they not replace it or does Derby not matter?

For BT to send a flyer to all houses they must be monitoring this situation.

---------- Post added at 12:18 ---------- Previous post was at 12:10 ----------

What is more worrying is that if they think they have fixed it and they obviously have not then it us unlikely to be fixed soon.


Equip has been changed, but made no difference.

mcfc2134
06-05-2010, 14:13
Just to note, i am experiencing the following with my service:

Browsing - very very tempremental. Some sites fine, others woeful. Cableforum, bluemoon-mcfc etc all work fine. Paypal, amazon, avforums, xbox, msn messenger, facebook etc are all intermediate to poor.

Internet radio streaming - All ok.

Xbox Live - Generally fine, only a couple of disconnections.

Usenet - All OK.

EMail - All OK.

UMA via Orange UK - Intermittant

Seems very much a browsing related issue. Hopefully the above will be of some use somewhere. Here's to a quick fix.

Aereid
06-05-2010, 14:35
Much appreciated for the info Digital Fanatic.

vulcan01
06-05-2010, 14:41
Seems very much a browsing related issue. Hopefully the above will be of some use somewhere. Here's to a quick fix.

I agree

Main affected sites are Amazon, Virginmedia, Google and Yahoo

The BBC site works fine.

---------- Post added at 13:41 ---------- Previous post was at 13:40 ----------

On Monday something happened to fix the issue for a few hours but it returned later in the evening. Any clues?

Aereid
06-05-2010, 14:48
Did quite a few pingtest.net last night

2 out of 5 tests seemed ok
3 out of 5 reported a loss of all 250 packets sent

As well as browser related it is also affecting connections too the Sky Internet player, and World of warcraft connections. (30 sec freezes every minute and latence spikes to 5000 +)

vulcan01
06-05-2010, 16:31
Checked sky.com and itv.com loaded fine.

channel4.com just hangs.

---------- Post added at 14:27 ---------- Previous post was at 13:50 ----------

I needed to make a return to Amazon and have been unable to get the account page to load for 12 days now. I just telephoned Amazon to explain and they said you must live in Derby we have several customers that cannot access our site.

---------- Post added at 15:31 ---------- Previous post was at 14:27 ----------

*************painfully slow again******************

chrisann
06-05-2010, 16:42
Hi..well I am in DE24 area..and am finding a lot of sites are just not loading at all..if they do..they then blank out..and Internet Explorer closes down...This has been happening now since last week...I did think it was my Comp at first..but as it is on both the desktop and laptop then I assume I am having the same problem as everyone else..

Never had any probs before with Virgin Broadband..

Hopefully it will get sorted soon...??

Chrisann. A bit of a frustrated Derby customer...:(

vulcan01
06-05-2010, 17:06
A further update as the situation gets worse.

BBC.co.uk loads fine and I can watch Iplayer with no problem.

Google, eBay, Amazon and Virginmedia sites just give a white screen and the message waiting to load.

chrisann
06-05-2010, 17:15
Vulcan01 Hi...guess you are as unhappy as me then. I am finding most of my fav. sites are not loading at the moment..just blank white pages...fed up with trying to get anywhere at the moment...It seems to have been like this for me since last Friday.!!!

Very frustrating ...:mad: Also what I am finding so annoying is everything keeps freezing up...and the times I am hitting ctlr Alt delete is unbelievable.!!! Guess its time to give up then?

Chrisann.

Aereid
06-05-2010, 17:47
Update here, still not working with warcraft (Battle.net)

Still problems with Skyplayer (not sky.com) but there movie watcher for subscribers.

and still all the previously stated browsing problems, including logmein to remote acces my parents pc who live in france (for remote assitance)

Digital Fanatic
06-05-2010, 18:32
The network team are having difficulty in finding the route cause. They've tried changing equipment out, but it made no difference.

They are doing all they can to get to the bottom of it.

---------- Post added at 17:30 ---------- Previous post was at 17:28 ----------

Thats fair enough mate, but surely you would expect the faults team to know of a problem that has been around for a significant amount of time.

Btw, the browsing speeds do seem better although not perfect. A few of the websites I visit are still slow to load but its certainly better. Fingers crossed it will continue to improve.

Yes, I agree. it is posted to the faults page for staff, so there is no excuse for that.

---------- Post added at 17:32 ---------- Previous post was at 17:30 ----------

No it is not fixed, unable to access Amazon or Virginmedia sites. Just loads the first few lines then transmissions stop.

BT have just put a flyer through the door entitled 'Lost Connection' looks like they will benifit from this. My neighbour has cancelled her Virginmedia services today.

That's a shame... the network team are doing everything they can to resolve.

We've never had an issue like this before in Derby.

mcfc2134
06-05-2010, 18:54
The network team are having difficulty in finding the route cause. They've tried changing equipment out, but it made no difference.

They are doing all they can to get to the bottom of it.

That's a shame... the network team are doing everything they can to resolve.

We've never had an issue like this before in Derby.

Do appreciate that it may take time to get working. Do you have any timescales at all? The 4 hour fixes are wearing thin...

Digital Fanatic
06-05-2010, 19:13
Do appreciate that it may take time to get working. Do you have any timescales at all? The 4 hour fixes are wearing thin...

Not yet, no... we've got techs at the headend doing tests and checking further.

The 4 hours SLA is a standard fix time for a priority 1 outage. It has obviously failed it's SLA, but we are unable to remove that fix time. The only other thing would to put "unknown" and that would cause just as much complaints.

P1 outages are usually fixed well within the SLA, but this is an unusual outage. We do appreciate the frustration you guys are having. The network team are doing all they can.

Keep a note of the fault ref and you can speak to Customer Care once fixed for a credit for loss of service.

vulcan01
06-05-2010, 19:17
Hi Digital Fanatic, your help is appreciated.

Last Thursday and this Monday morning after you informed us that work was being done overnight the network was responsive for a few hours but the problem then returned as quick as it went away.

I have decided to move to another ISP because I need to get some work done and the length of time this is taking to resolve means that I need to do something myself.

I was one of the first subscribers to cable in DE21 when introduced by NTL and would prefer to remain but I just cannot work without a stable internet connection.

I will provide feedback if that helps until my Virgin service is terminated although I feel it was terminated 10 days ago.

cheers.

Digital Fanatic
06-05-2010, 19:20
Hi Digital Fanatic, your help is appreciated.

Last Thursday and this Monday morning after you informed us that work was being done overnight the network was responsive for a few hours but the problem then returned as quick as it went away.

I have decided to move to another ISP because I need to get some work done and the length of time this is taking to resolve means that I need to do something myself.

I was one of the first subscribers to cable in DE21 when introduced by NTL and would prefer to remain but I just cannot work without a stable internet connection.

I will provide feedback if that helps until my Virgin service is terminated although I feel it was terminated 10 days ago.

cheers.

I understand, sorry we lost you. :(

vulcan01
06-05-2010, 19:44
I understand, sorry we lost you. :(

It is sad to go, I referred 5 people to Virginmedia one was only connected last Saturday and he has not been able to connect since so I am not very popular at the moment.

You never know it could get fixed whilst I am serving my notice to quit but I am doubtful.

I presume your engineers can replicate this problem from wherever they are located, if not tell them to come here ;-)

rumbledethumps
06-05-2010, 20:01
No its still rubbish in DE22. I can't get through to lodge a complaint either, you just sit and wait. What are Virgin doing about this for the residents in Derby affected? You need to start thinking about compensation as your broadband is currently not fit for purpose. As others have said, you've had long enough now and enough is enough.

Thoroughly disgusted.

Oh and another thing. Service Level Agreements are just that. Now that many have passed surely this agreement has now breached?

Digital Fanatic
06-05-2010, 20:29
It is sad to go, I referred 5 people to Virginmedia one was only connected last Saturday and he has not been able to connect since so I am not very popular at the moment.

You never know it could get fixed whilst I am serving my notice to quit but I am doubtful.

I presume your engineers can replicate this problem from wherever they are located, if not tell them to come here ;-)

I hope so... I'll update tomorrow.

Yeah we've replicated the fault at the headend in Leicester which feeds Derby.

---------- Post added at 19:29 ---------- Previous post was at 19:19 ----------

No its still rubbish in DE22. I can't get through to lodge a complaint either, you just sit and wait. What are Virgin doing about this for the residents in Derby affected? You need to start thinking about compensation as your broadband is currently not fit for purpose. As others have said, you've had long enough now and enough is enough.

Thoroughly disgusted.

Oh and another thing. Service Level Agreements are just that. Now that many have passed surely this agreement has now breached?

Hi,

Myself and other Virgin Media staff post on here in our own time.

Try calling again later or contact VM through the VM website in the My Virgin Media part.

Refunds must be discussed with Customer Care, I'm unable to duiscuss it with you on here.

The ticket is a Priority 1 fault. The SLA's are internally set for these type of issues.

The fact it has gone over the SLA is due to the unique nature of this issue. It's not a breach as such, just a missed target.

HTH

vulcan01
06-05-2010, 20:32
Digital Fanatic

Further info....it may help.

On sites like Amazon and eBay you can sometimes browse by keep hitting refresh but if you then try and logon through a secure connection to a customer account it just locks up. I have been unable to access any of my accounts since this started.

Digital Fanatic
06-05-2010, 21:23
Digital Fanatic

Further info....it may help.

On sites like Amazon and eBay you can sometimes browse by keep hitting refresh but if you then try and logon through a secure connection to a customer account it just locks up. I have been unable to access any of my accounts since this started.

Thanks vulcan01... i will pass the info on :tu:

I'll update tomorrow for everyone.

jaybee
06-05-2010, 23:27
Still bad here in DE24. I manage a Google Group and am having great difficulty even logging on never mind about performing any management tasks. Very frustrating !!!!! and excuses are wearing a bit thin.

Polizcy
06-05-2010, 23:28
also from de24 connection is still terrible.

Aereid
06-05-2010, 23:30
Same in De21 -

http://www.pingtest.net/result/16329834.png (http://www.pingtest.net)

Packet test works still 1 in 3-4 all packets get lost, sometimes can't even send them.

Not sure if this is of any help event log from my modem :

Time Not Established Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Time Not Established Information (7) The s/w filename specified in the config file is the same as ...
Time Not Established Time Not Established Information (7) A software upgrade filename was specified in the config file.
Time Not Established Time Not Established Information (7) Authorized
Time Not Established Time Not Established Information (7) Registration complete!
Time Not Established Time Not Established Information (7) We registered with a DOCSIS 1.1 config file!
Time Not Established Time Not Established Information (7) Received a REG-RSP message from the CMTS...
Time Not Established Time Not Established Information (7) Sending a REG-REQ to the CMTS...
Time Not Established Time Not Established Information (7) CableModem SNMP configure complete
Time Not Established Time Not Established Information (7) IP init completed ok
Time Not Established Time Not Established Information (7) CableModem TFTP init ok
Time Not Established Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Time Not Established Information (7) CableModem DHCP client init ok
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

pip08456
07-05-2010, 00:10
AFIK your area is still experiencing problems and have been for a while so it must be a complicated one.

Time not established in the modem logs is not something to worry about as the log shows connection. Try reading it again with that removed.

Error (4) ToD request sent- No Response received
Information (7) The s/w filename specified in the config file is the same as ...
Information (7) A software upgrade filename was specified in the config file.
Information (7) Authorized
Information (7) Registration complete!
Information (7) We registered with a DOCSIS 1.1 config file!
Information (7) Received a REG-RSP message from the CMTS...
Information(7) Sending a REG-REQ to the CMTS...
Information (7) CableModem SNMP configure complete
Information (7) IP init completed ok
Information (7) CableModem TFTP init ok
Error (4) ToD request sent- No Response received
Information (7) CableModem DHCP client init ok
Critical (3) DHCP WARNING - Non-critical field invalid in response.
Information (7) MAP w/initial maintenance region received
Critical (3) No Ranging Response received - T3 time-out
Information (7) MAP w/initial maintenance region received
Critical (3) No Ranging Response received - T3 time-out
Information (7) MAP w/initial maintenance region received
Information (7) Downstream sync ok
Information (7) MAP w/initial maintenance region received
Information (7) Beginning initial ranging...
Information (7) downstream time sync acquired...
Information (7) Downstream sync ok
Information (7) starting ds time sync acquisition...
Information(7) Locked on the downstream. Waiting for UCDs...
Information (7) Downstream lock ok
Information (7) Sync Start
Critical (3) DHCP WARNING - Non-critical field invalid in response.
Critical (3) No Ranging Response received - T3 time-out
Critical (3) No Ranging Response received - T3 time-out
Critical (3) Received Response to Broadcast Maintenance


Most are just information to tell you the connection is there but it hasn't received the time. S/W or software upgrades will not happen with VM modems so they can be discounted as well.

There is a recognised problem in Derby so it's pointless trying to look for anything else.

Hopefully when it is all sorted you all will receive some sort of compensation for all the hassle you've had.

vulcan01
07-05-2010, 09:16
Unable to get any response from Google, Amazon or Virginmedia websites this morning.

It has got much worse.

---------- Post added at 08:16 ---------- Previous post was at 08:07 ----------

Hopefully when it is all sorted you all will receive some sort of compensation for all the hassle you've had.

I don't think compensation is what the majority of people want, just a working and stable connection that a company as large as Virginmedia should be able to provide. May be they need to call in help from elsewhere if they do not have the expertise to fix the issue within their own team.

It is odd that the official line is no compensation until after the event but I know that they are offering up to 4 weeks discount to some customers who have phoned to complain.

Aereid
07-05-2010, 09:46
I couldn't care less about compensation, sure not going to refuse it... I and surely as vulcan says many others just want our stable broadband back, that most of us have been receiving up until now.

I guess here goes another weekend....

ABT
07-05-2010, 11:04
Mine seems to be working in DE24 but I won't hold my breath lol.

vulcan01
07-05-2010, 11:47
Mine seems to be working in DE24 but I won't hold my breath lol.

This is what puzzles me, it has sprung back in to life before but never been maintained. With no update from VM on the ticket or elsewhere I doubt they have made any changes.

---------- Post added at 10:47 ---------- Previous post was at 10:33 ----------

************update**********

Compared to an hour ago all sites are currently working for me, I can even login to a secure connection which has not been possible for 10 days.

Will it last??????????????????

Aereid
07-05-2010, 11:52
Can't check on my end till tonight, however I doubt it will work properly by then ... if only :(

On my forum searches this morning, I stumbled upon this, not sure if it will be any use to anyone :


Reviewed by Steve on 2009-10-24
If you are having severe problems try telephoning 08009522283 this is the number for Virgin High level complaints which I got by asking the switchboard at London Office. If this does not work try sending an email to the C.O.E. at neil.birkett@virginmedia.co.uk. Keep it firm but polite and someone from High level complaints should get back to you. Try leaving a phone number as they prefer to talk 1-1. Good luck

vulcan01
07-05-2010, 12:03
Every site I test is working Channel4, Amazon, Google, Virginmedia, eBay and via secure connection. It has only been like this for about 30 minutes so may not last.

Lets see what Digital Fanatic reports, at least we can rely on him.

seagrass
07-05-2010, 12:48
Mine's been ok all morning (DE21), unfortunately I couldn't wait any longer so I'm getting a BT line put in so I can sign up with another ISP.

Digital Fanatic
07-05-2010, 13:37
I'm back in the office later tonight, so will find out the latest info for everyone.

Aereid
07-05-2010, 13:59
I want to thank you again Digital Fanatic, Really much appreciated *again*

*sorry I have a tendancy to repeat myself* xD

vulcan01
07-05-2010, 14:04
I'm back in the office later tonight, so will find out the latest info for everyone.

At the moment it is still working for all sites. Thats over two hours now!

The VM ticket has not been updated since yesterday.

Aereid
07-05-2010, 14:24
That confirms my theory and why the service has been having weird faults !

Yes Little Green Lepreuchauns hi-jacked virgin cables to pull some strings during the 2010 Elections !

IanR
07-05-2010, 14:53
it's funny how it's got better as everyone else is suffering due to the increased net traffic with people looking it up on the internet all day. I will check it out when i get home but i doubt they have really fixed it. I doubt they even know whats really wrong with it yet. There is certainly an element of 'lets try this and hope it works' involved

chrisann
07-05-2010, 17:13
Well my Sites are loading at the moment this aft..so hope it stays that way.

Can I ask.??..Is there any issues with Virgin in the Liverpool area at all. A friend up there is having similar probs today..and dropping his connections and having to keep rebooting..
Thanks...Chrisann.

Digital Fanatic
07-05-2010, 18:15
I want to thank you again Digital Fanatic, Really much appreciated *again*

*sorry I have a tendancy to repeat myself* xD

Thanks :)

---------- Post added at 17:13 ---------- Previous post was at 17:07 ----------

Ok... update is this.....

More equipment/ cards are being changed in the early hours (after midnight) to resolve this issue. Hopefully this is going to perm fix this issue. Engineers are confident that it will.

Thanks

---------- Post added at 17:15 ---------- Previous post was at 17:13 ----------

Well my Sites are loading at the moment this aft..so hope it stays that way.

Can I ask.??..Is there any issues with Virgin in the Liverpool area at all. A friend up there is having similar probs today..and dropping his connections and having to keep rebooting..
Thanks...Chrisann.

I'm not aware of any major issues in Liverpool. Could be a localised issue. Would suggest reporting to Tech Support so some checks can be carried out.

ABT
07-05-2010, 19:13
*prays it works*

vulcan01
07-05-2010, 19:19
Thanks :)

---------- Post added at 17:13 ---------- Previous post was at 17:07 ----------

Ok... update is this.....

More equipment/ cards are being changed in the early hours (after midnight) to resolve this issue. Hopefully this is going to perm fix this issue. Engineers are confident that it will.

Thanks

It has worked flawlessly since 11am.

I do hope that when they replace the cards the problem does not come back because something must have been done to get it to work today.

Aereid
07-05-2010, 19:44
All working, however a bit on the slow side, will see how everything pans out once it settles

Digital Fanatic
07-05-2010, 20:04
It has worked flawlessly since 11am.

I do hope that when they replace the cards the problem does not come back because something must have been done to get it to work today.

The fault is intermittant, so may well slow again tonight before the permanent fix is put in place.

vulcan01
07-05-2010, 20:07
The fault is intermittant, so may well slow again tonight before the permanent fix is put in place.

Thanks, fingers crossed for tomorrow. I held back on signing up to change my ISP when it started working this morning. I hope it continues to work and I can remain with VM.

Digital Fanatic
07-05-2010, 20:26
Thanks, fingers crossed for tomorrow. I held back on signing up to change my ISP when it started working this morning. I hope it continues to work and I can remain with VM.

I do too... thanks for your patience. :)

*sloman*
08-05-2010, 01:56
add my 2p, i'm de22 50mb shed load of t3 timeouts an unable to use xbox live, but internet seems fine via browser except the disconnections

However i do want to add this is the first time in a long time i have had BB problems in Derby so once in a blue moon i can forgive... Best go to bed and play xbox tomorrow(hopefully)

Digital Fanatic
08-05-2010, 02:14
ALL,

Work currently being carried out... will update tomorrow evening if all went to plan.

Please post any findings in the mean time.

Thanks

vulcan01
08-05-2010, 09:42
As of 08:30 this Saturday morning.

All browsing is working for me and I can login to secure sites.

On speedtest.net I am getting 9.85 on my 10MB link and a ping time 0f 10ms to Birmingham.

So far looking good, I will update later when the net gets more active.

To Digital Fanatic, I think you should ask for a bonus from VM for the assistance you have given, which has been lacking from their first line support.

Guy T
08-05-2010, 10:14
Hi

I am not so sure - still seems very variable but that could be everyone getting in there whilst it's working!
trawling through sites like this one page to another is either instant or 10-15 secs between pages

---------- Post added at 09:14 ---------- Previous post was at 08:49 ----------

Getting better now! can't fault it at the moment :)

ABT
08-05-2010, 11:45
All good for me.

vulcan01
08-05-2010, 12:09
It may be a good idea for people to clear their internet cache after all the problems this week.

Andrewcrawford23
08-05-2010, 12:12
As of 08:30 this Saturday morning.

All browsing is working for me and I can login to secure sites.

On speedtest.net I am getting 9.85 on my 10MB link and a ping time 0f 10ms to Birmingham.

So far looking good, I will update later when the net gets more active.

To Digital Fanatic, I think you should ask for a bonus from VM for the assistance you have given, which has been lacking from their first line support.
If there is outage 1st line cna only raise it that there is another cusotmer experiance the issue, since it wa the headend that was at fault 1st line cant really do much but try give you updte on what is goign on, if oyur not getting update then 1st lien is failing

Digital Fanatic
08-05-2010, 12:41
As of 08:30 this Saturday morning.

All browsing is working for me and I can login to secure sites.

On speedtest.net I am getting 9.85 on my 10MB link and a ping time 0f 10ms to Birmingham.

So far looking good, I will update later when the net gets more active.

To Digital Fanatic, I think you should ask for a bonus from VM for the assistance you have given, which has been lacking from their first line support.

Thanks :blush:

I've fed back the failings of *some* of our colleagues not giving the correct information to customers and also not seeing a highly visable Priority 1 ticket on the Outage Communicator (internal outage page) for all Derby customers.

The majority of 1st line staff do a fantastic job, just a shame a few have let us down here.

I'll check the ticket when in work later.... thanks everyone for updates :tu:

vulcan01
08-05-2010, 14:07
I logged 6 calls before the raising of the priority 1 ticket then 3 afterwards. All but one of those calls went to an off shore response centre and they went through the same routine everytime even if I tried to inform them it was not just my PC. One of those calls went to a UK response centre and the technician was very helpful and asked me to hold whilst he contacted the engineers for an update.

What I found frustrating was some of my calls were terminated when they could not find a fault, it was a case of please hold the line then I would be cut-off.

I was also asked to load ubuntu by one support person because he thought it was a problem with Windows 7. I have since been told that VM do not support ubuntu. I was also sent two modems because they said it was a modem issue.

I agree that there are many VM staff that do a good job and go beyond what is necessary to support the customer but the failing here has been too much following the crib sheet and not enough listening to the customer who has made numerous contacts to support and looking for a local problem.

Peter_
08-05-2010, 15:08
I logged 6 calls before the raising of the priority 1 ticket then 3 afterwards. All but one of those calls went to an off shore response centre and they went through the same routine everytime even if I tried to inform them it was not just my PC. One of those calls went to a UK response centre and the technician was very helpful and asked me to hold whilst he contacted the engineers for an update.

What I found frustrating was some of my calls were terminated when they could not find a fault, it was a case of please hold the line then I would be cut-off.

I was also asked to load ubuntu by one support person because he thought it was a problem with Windows 7. I have since been told that VM do not support ubuntu. I was also sent two modems because they said it was a modem issue.

I agree that there are many VM staff that do a good job and go beyond what is necessary to support the customer but the failing here has been too much following the crib sheet and not enough listening to the customer who has made numerous contacts to support and looking for a local problem.
I personally use Linux but I would never advise a customer to use it as it would then be my neck on the line.:erm:

I have never used a script/crib sheet as the is no way that I could do my job in an acceptable way as the are to many variables in this type of support, I use my own knowledge and skills but if I come across something I am unsure of I will then speak to our 2nd line agents.

Andrewcrawford23
08-05-2010, 15:21
I logged 6 calls before the raising of the priority 1 ticket then 3 afterwards. All but one of those calls went to an off shore response centre and they went through the same routine everytime even if I tried to inform them it was not just my PC. One of those calls went to a UK response centre and the technician was very helpful and asked me to hold whilst he contacted the engineers for an update.

What I found frustrating was some of my calls were terminated when they could not find a fault, it was a case of please hold the line then I would be cut-off.

I was also asked to load ubuntu by one support person because he thought it was a problem with Windows 7. I have since been told that VM do not support ubuntu. I was also sent two modems because they said it was a modem issue.

I agree that there are many VM staff that do a good job and go beyond what is necessary to support the customer but the failing here has been too much following the crib sheet and not enough listening to the customer who has made numerous contacts to support and looking for a local problem.
you reall yhave been getting bad agents :( this is what makes it harder for people like me mas and df. ubuntu altohugh a beter operating sysmte than win7 and miles better than vista would not speed you up and the person shoudl tell you then virign dnt suport linux/unix (personally dnt see why not for the test we do normally like ping and tracert and downloads the os wont affect that it jsut liek mac just need to memoirse another command line command but hay that a different matter, the only thing we cant do are like winsock reset but general mac and *nix system dnt suffer from that fault)

vulcan01
08-05-2010, 16:06
Reading the many posts by others on this thread I am not the only one that had problems when trying to report the issue.

I have worked on front line computer support for 35 years and even if I disagree with a customer I always try to see it from their point of view because thats the way I would want to be treated.

As I have already said I do accept that there are many that do a great job. If it were not for Digital Fanatic I would have just given up last week because I could not do my work from home and until he got involved I did not feel anyone was listening.

---------- Post added at 15:06 ---------- Previous post was at 14:52 ----------

*****************Update for Digital Fanatic*****************

I have noticed a few pages are becoming slow to load. (15:00)

I have just run a speedtest with a result of 4.85 on a 10mb link.

Lets hope the problem is not coming back.

Andrewcrawford23
08-05-2010, 16:09
Reading the many posts by others on this thread I am not the only one that had problems when trying to report the issue.

I have worked on front line computer support for 35 years and even if I disagree with a customer I always try to see it from their point of view because thats the way I would want to be treated.

As I have already said I do accept that there are many that do a great job. If it were not for Digital Fanatic I would have just given up last week because I could not do my work from home and until he got involved I did not feel anyone was listening.

---------- Post added at 15:06 ---------- Previous post was at 14:52 ----------

*****************Update for Digital Fanatic*****************

I have noticed a few pages are becoming slow to load. (15:00)

I have just run a speedtest with a result of 4.85 on a 10mb link.

Lets hope the problem is not coming back.

i think DF is a SHE ;) i have had peopel from teh derby area phone in and i knew straight away what the problem was and let them know probalyl helps we have managers that post big outages on internal news so we know straight away about teh issue

Aereid
08-05-2010, 17:49
All was working, still is just unsually slow still

http://www.speedtest.net/result/808099850.png

http://www.speedtest.net/result/808100634.png


Sat, 08 May 2010 15:47:57 GMT

Test 1: 1024K took 2838 ms = 360.8 KB/sec, approx 2973 Kbps, 2.9 Mbps
Test 2: 1024K took 2251 ms = 454.9 KB/sec, approx 3748 Kbps, 3.66 Mbps
Test 3: 1024K took 3352 ms = 305.5 KB/sec, approx 2517 Kbps, 2.46 Mbps
Test 4: 2048K took 4184 ms = 489.5 KB/sec, approx 4033 Kbps, 3.94 Mbps

Overall Average Speed = approx 3318 Kbps, 3.24 Mbps



Apart from that, and being on a 20 mb service, didn't exeperience disconnects on online gaming and that is ace... Thank you again for all the info DF and can't wait till tomorrow evening for it all to be resolved :)

Digital Fanatic
08-05-2010, 18:10
i think DF is a SHE ;) i have had peopel from teh derby area phone in and i knew straight away what the problem was and let them know probalyl helps we have managers that post big outages on internal news so we know straight away about teh issue

no, I'm male :)

---------- Post added at 17:10 ---------- Previous post was at 17:07 ----------

Reading the many posts by others on this thread I am not the only one that had problems when trying to report the issue.

I have worked on front line computer support for 35 years and even if I disagree with a customer I always try to see it from their point of view because thats the way I would want to be treated.

As I have already said I do accept that there are many that do a great job. If it were not for Digital Fanatic I would have just given up last week because I could not do my work from home and until he got involved I did not feel anyone was listening.

---------- Post added at 15:06 ---------- Previous post was at 14:52 ----------

*****************Update for Digital Fanatic*****************

I have noticed a few pages are becoming slow to load. (15:00)

I have just run a speedtest with a result of 4.85 on a 10mb link.

Lets hope the problem is not coming back.


engineers still working on the issue from the ticket. A workaround is in place, so you shouldn't get the disconnections a really bad speeds that you all have been getting.

Ticket is being worked on as we speak and the internal (Network Master Ticket) priority has been increased.

I'll keep an eye on updates.

Thanks :)

vulcan01
08-05-2010, 19:08
Thanks for the update.

Everything working just slow at times.

Digital Fanatic
08-05-2010, 20:10
Thanks for the update.

Everything working just slow at times.

cheers :tu:

Polizcy
08-05-2010, 20:30
Problem is back in DE24 it was fixed this morning and now its back. Oh joy i cant watch no web tv tonight because its soo abismally slow.

ABT
08-05-2010, 23:29
Problem is back in DE24 it was fixed this morning and now its back. Oh joy i cant watch no web tv tonight because its soo abismally slow.

Are you sure? It's been flawlessy good for me all day.

Polizcy
08-05-2010, 23:30
its back up now. I experience downtime of around 10mins

vulcan01
09-05-2010, 19:04
Update

Browsing okay, although speed down to 2.85 on a 10 Mb link.

Guy T
09-05-2010, 20:18
Agree - browsing doesn't seem too bad but speedtest shows 3Mb on what has always been 19.4 - 19.7 - something still not right - don't close that ticket yet ! ;)

vulcan01
09-05-2010, 21:12
Still able to browse, but speed no better than 2.95 using speedtest.net to Birmingham.

Digital Fanatic
09-05-2010, 21:32
Ticket is still open... further work ongoing to get the speeds back up... browsing should be ok though while this work is carried out.

I'm not in the office tomorrow, so will check ticket again on Tuesday.

Thanks for the updates.

Hiroki
10-05-2010, 14:43
Thought i'd take another crack at this since Virgin Media have been no sodding use.

My internet keeps disconnecting every 5/10 mins and here are my levels and thanks to anyone that can help:-

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 7
Downstream Frequency : 339000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 1.0 dBmV
Downstream SNR : 38.6 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.0 dBmV
Upstream Mini-Slot Size : 2

Ignitionnet
10-05-2010, 16:40
Why not carry on your previous thread which was being dealt with by second line support before you threw the toys out of the pram and posted this:

Just close this topic please as it seems to be falling on deaf ears, I will just phone up and argue (like normal) with the idiots at Virgin Media until I get this reslovesd.

The tech asked for this:

Hi Hiroki,

I've had a look into this, I'm not able to see any issues with the connection itself as my colleagues have mentioned, however I can see that the modem has been offline a fair bit. Could you please post back with your event log, as if the modem is dropping offline or rebooting itself, this should give us a clue as to why.

Regards,

As they and others mentioned power levels, etc, are absolutely fine.

Hiroki
10-05-2010, 17:26
I pm-ed that person the details he wanted (before I posted that) and I got a snotty reply from the ****er which which produced that post. Which I reported.

As normal Virgin Media takes the customers money and fobs them off when it comes to a fault with their service and I am ****ing sick of it. I ask for help here because at least the people on here actually try to help.

Thanks for your sarcy response.

vulcan01
10-05-2010, 20:20
Monday update for Digital Fanatic

During the day speeds back up to 9.85 but now down to 1.75 on a 10Mb link.

Browsing is fine just slow.

mjpartyboy
10-05-2010, 20:29
Monday update for Digital Fanatic

During the day speeds back up to 9.85 but now down to 1.75 on a 10Mb link.

Browsing is fine just slow.

This is the same thing I'm experiencing at SN4. Great speeds during the day, then I'm lucky if I can get more than 1 MB in the evening and it has been like this a lot since we had VM's L package installed at the start of March.

http://www.cableforum.co.uk/board/12/33664454-slow-10-mb-broadband-every-evening.html

:(

Ignitionnet
10-05-2010, 20:59
Thanks for your sarcy response.

You're welcome.

If Virgin are upsetting you that badly the solution is very simple. Are you still under contract?

If not cancel, if you are calmly tell them you want to cancel as the service isn't fit for purpose. May get it fixed, failing that will get them to let you go and you can get a working service from someone else.

Andrewcrawford23
10-05-2010, 22:24
I pm-ed that person the details he wanted (before I posted that) and I got a snotty reply from the ****er which which produced that post. Which I reported.

As normal Virgin Media takes the customers money and fobs them off when it comes to a fault with their service and I am ****ing sick of it. I ask for help here because at least the people on here actually try to help.

Thanks for your sarcy response.
Post your mac address ill see if i can get 5 minute to scan the modem tomorrow and let oyu know wha ti fidn and try advise you the best way forward, modem scan will allow me to check a few network things as well assuming the mode replies tha tis but i wont garantee i willg et chance but i will try my best

Peter_
10-05-2010, 23:11
Do not post your MAC address for any reason as for one the moderating team will delete and for two someone may attempt to clone it to obtain services illegally and finally three no one should ever ask you to post your MAC address.

If you want to PM him your details then go ahead, but I personally will not accept requests for help via PM.

Andrewcrawford23
10-05-2010, 23:43
Do not post your MAC address for any reason as for one the moderating team will delete and for two someone may attempt to clone it to obtain services illegally and finally three no one should ever ask you to post your MAC address.

If you want to PM him your details then go ahead, but I personally will not accept requests for help via PM.
i feel like a idiot now, but very good point, to the poster just pm me the details and i will try check it tomorrow , wher eteh hammer whils ti crack my own skull

Peter_
10-05-2010, 23:56
i feel like a idiot now, but very good point, to the poster just pm me the details and i will try check it tomorrow , wher eteh hammer whils ti crack my own skull
Much safer for him and for you.;)

Polizcy
11-05-2010, 16:41
I would just like to clarify that this issue in Derby has been fully resolved?

Guy T
11-05-2010, 17:16
It certainly is better, but I wouldn't say resolved completely - there are still some sites I see poor performance on, particularly VM ones! - also speedtest now reports on avg 17.50 which whilst I appreciate the service is up to 20 I have always had a constant 19.5-19.75 connection up until the day this problem started - now it isn't that good even off peak

vulcan01
11-05-2010, 18:02
I would just like to clarify that this issue in Derby has been fully resolved?

No I do not think it is, the case is still open.

The link speed for me in DE21 is only 2.85mb

pip08456
11-05-2010, 18:19
Ticket is still open... further work ongoing to get the speeds back up... browsing should be ok though while this work is carried out.

I'm not in the office tomorrow, so will check ticket again on Tuesday.

Thanks for the updates.

I would think that DF will report back when it is finally resolved. He may not be working till later tonight or may be busy ATM.

Digital Fanatic
11-05-2010, 19:03
Hi,

Ticket still open... lots of work still going on the fix this issue... temp fix is in place still, so may still be a little slow, but browsing should still be ok.

I'll check again tomorrow if I can, but very busy at the moment.. thanks guys.

pip08456
11-05-2010, 19:23
Hi,

Ticket still open... lots of work still going on the fix this issue... temp fix is in place still, so may still be a little slow, but browsing should still be ok.

I'll check again tomorrow if I can, but very busy at the moment.. thanks guys.

Cheers for the heads up DF. It doesn't effect me and I can understand the frustratio of those that it does but they must realise that you do check up and update in your spare time at work.

vulcan01
11-05-2010, 22:22
Thanks Digital Fanatic.

Browsing has slowed to a crawl this evening with Virginmedia sites timing out again :-(

Andrewcrawford23
11-05-2010, 23:13
Thanks Digital Fanatic.

Browsing has slowed to a crawl this evening with Virginmedia sites timing out again :-(
i was hacing few cust on this issue myself and as df said a temp fix has bene put in place but the overall fix is still progressing

vulcan01
12-05-2010, 09:52
The browsing problem is back, pages are not loading.

Any one else seeing problems with page loads in Derby?

mcfc2134
12-05-2010, 09:58
The browsing problem is back, pages are not loading.

Any one else seeing problems with page loads in Derby?

Vulcan. Yes! The problem has returned to DE24! :mad:

vulcan01
12-05-2010, 10:14
Vulcan. Yes! The problem has returned to DE24! :mad:

Digital Fanatic hoped browsing would still be okay but it is as bad as last week now.

Unable to access secure sites again.

What have they done?

---------- Post added at 09:14 ---------- Previous post was at 09:01 ----------

Amazing, contacted VM to ask why the service had ground to a halt , was told there were no issues in Derby and to check my PC. I just put the phone down in disgust.

Peter_
12-05-2010, 10:18
Amazing, contacted VM to ask why the service had ground to a halt , was told there were no issues in Derby and to check my PC. I just put the phone down in disgust.
Still ongoing until 3/6/10 so still an issue.

vulcan01
12-05-2010, 10:23
Still ongoing until 3/6/10 so still an issue.

Thanks Masque.

I am not waiting until the 3/6 that will be 5 weeks in total.

Off to pastures new.

Good luck to those who want to stick this out.

Digital Fanatic
12-05-2010, 10:47
Engineers turned the pipes back on and this has caused the same issue, i've updated the engineers that slow speeds have retured due to this.

mcfc2134
12-05-2010, 10:54
Still ongoing until 3/6/10 so still an issue.

How come the 3/6/10 date is not shown on the VM status page? Surely something would be better than the same message over and over again.

vulcan01
12-05-2010, 11:09
Engineers turned the pipes back on and this has caused the same issue, i've updated the engineers that slow speeds have retured due to this.

Thanks DF, does this mean we will get a return to a slower but working browsing service before the 3/6?

Otherwise I have to make other arrangements.

It is not just slow speed but you cannot get secure browser connections again.

Amazon, eBay, Channel4 and VM sites no longer work.

KAB
12-05-2010, 13:42
Not my connection, but I have been trying to use this service since the 1st May, and quite frankly it is worse than dial up. Having spoken to the person who pays the bill it has been like it since late April.

There is no service here from Virgin, OK a couple of VM employees are keeping this thread updated, that is admirable. But I can even get on the VM Status page!

I tried calling VM only to be told by some muppet in India that the problem is with my laptop.

What exactly is at issue here? What is causing the problem? And why is it taking so long to actually fix the problem?

DE3 area btw.

ABT
12-05-2010, 13:54
Why has it gone all crap it's been fine for days....

KAB
12-05-2010, 13:59
Why has it gone all crap it's been fine for days....

Reading this thread it looks like they "fixed it". :D

pip08456
12-05-2010, 14:13
There is no service here from Virgin,

And why would there be any? This site is totally independant from VM and the employees who do come on here to assist do so on their own time.

KAB
12-05-2010, 14:41
And why would there be any? This site is totally independant from VM and the employees who do come on here to assist do so on their own time.

I kinda mashed my words up a little. It should have read more like There is no service from Virgin anywhere. You ring them up, get another Indian call centre with any interest in looking in an issue, blame you, blame your equipment, if we send an engineer you will pay. Call back, get another Indian, get another fob off.

Peter_
12-05-2010, 14:45
I kinda mashed my words up a little. It should have read more like There is no service from Virgin anywhere. You ring them up, get another Indian call centre with any interest in looking in an issue, blame you, blame your equipment, if we send an engineer you will pay. Call back, get another Indian, get another fob off.
We have 5 call centres, one in Liverpool, one in Swansea, one in Airdie and 2 in India which are Pune and Dehli so you should be able to get a UK agent.

We cannot blame your equipment if we find a area fault and we all should use the same tools.

vulcan01
12-05-2010, 14:47
It is out of frustration that people come on here to feedback to Virgin. Despite UK VM members saying the Derby ticket is brought to the attention of the support desk the majority of people are told it is their own equipment. I can understand VM tactics to try and make customers believe it is not the VM network so do not ask for a refund. The ticket should be updated to show the service will not function correctly until 3/6. If it were not for this forum we still would not know what the issue was.

I now have an alternative service to use because VM is totally unusable again, I know of 7 people that have cancelled their VM service in Derby so it will at some point come to somebodies attention. Just too late for us.

KAB
12-05-2010, 15:32
We have 5 call centres, one in Liverpool, one in Swansea, one in Airdie and 2 in India which are Pune and Dehli so you should be able to get a UK agent.

We cannot blame your equipment if we find a area fault and we all should use the same tools.

Unfortunately the tools might be there, but if the person at the end of the line cannot be bothered to use them, you are not going to get anywhere.

I once had to insist on a TDR test to be done on a line because the dsl provider would not except that there was no dsl signal getting down the line, despite the phone working. It took a complaint to get it down, and in the end the result 5.37m. Someone had not jumpered the dsl equipment on the line.

But what is the problem, and is the 3rd June date correct for a fix. I would look at the status page except it isn't working.

Digital Fanatic
12-05-2010, 15:56
Thanks DF, does this mean we will get a return to a slower but working browsing service before the 3/6?

Otherwise I have to make other arrangements.

It is not just slow speed but you cannot get secure browser connections again.

Amazon, eBay, Channel4 and VM sites no longer work.

Hopefully... techs are aware of the info I have given... the date in the ticket isn't correct, it's just networks have set it ahead... I don't see it taking that long... just wish they could sort it quicker for you guys

---------- Post added at 14:56 ---------- Previous post was at 14:54 ----------

I've asked for the fix time to be removed from the status page.

ABT
12-05-2010, 16:16
Can't you put the browsing speeds back to normal I'm not bothered about download

Digital Fanatic
12-05-2010, 16:32
Can't you put the browsing speeds back to normal I'm not bothered about download

They thought they had fixed it, so re-instated the faulty link... They should correct that this evening.

vulcan01
12-05-2010, 16:52
Can't you put the browsing speeds back to normal I'm not bothered about download

Ironic that we would settle for much slower speeds just to have the ability to browse the net. I think providers should look more to reliability than speed since they rarely achieve what they claim.

I still find it annoying that the call centres say no fault in Derby even when you quote the ticket number.

KAB
12-05-2010, 17:05
Ironic that we would settle for much slower speeds just to have the ability to browse the net. I think providers should look more to reliability than speed since they rarely achieve what they claim.

I still find it annoying that the call centres say no fault in Derby even when you quote the ticket number.

Agreed, 2M is fine as long as the latency isn't shot to pieces.

Having used, ordered, support various xDSL, leased, and T lines, I have never come across a service that has had a problem last this long.

I don't even pay for the service, and I'll be moving a long in a couple weeks, but I reckon at this rate a dsl line will be ordered before the end of the day. Assuming I can get the order page loaded.

Digital Fanatic
12-05-2010, 17:08
I know it's hard to believe from the customers point of view at times, but every effort is being made to rectify this problem....

I'll update tomorrow if I can.

vulcan01
12-05-2010, 17:25
I know it's hard to believe from the customers point of view at times, but every effort is being made to rectify this problem....

I'll update tomorrow if I can.

I have confidence in you DF but not the company you work for, since they should have communicated the problem directly to us and not left you to do that.

---------- Post added at 16:25 ---------- Previous post was at 16:23 ----------

I see they have now updated the fix time to currently unkown, which at least is a step in the right direction.

KAB
12-05-2010, 17:35
I know it's hard to believe from the customers point of view at times, but every effort is being made to rectify this problem....

I'll update tomorrow if I can.

It's not hard at all. I know that it is being worked on, but as other people have said and I have now experienced (because there is a little apathy in calling VM in this household), you ask what is going on to be told there is no issue in Derby.

You have been exceptional in dealing with customers on here, and it is far beyond what is expected of what you to do in your job. The overall support being offered by VM does leave a lot to be desired.

I finally got onto the status page and:

This issue is still under investigation by our engineers.

Further updates will be posted when available

Virgin Media apologise for any inconvenience caused.

- Virgin Media Technical Support

just repeated again and again and again and again. The point of having a incident management system with end user access is partially to provide accurate information on what the fault is and what is being done. This is doing neither, and is therefore a waste of time.

What exactly is the issue? Are you waiting for a part from a telco manufacturer? Do you have fault in a cable, is it a firmware issue, a config issue?

Andrewcrawford23
12-05-2010, 17:44
It's not hard at all. I know that it is being worked on, but as other people have said and I have now experienced (because there is a little apathy in calling VM in this household), you ask what is going on to be told there is no issue in Derby.

You have been exceptional in dealing with customers on here, and it is far beyond what is expected of what you to do in your job. The overall support being offered by VM does leave a lot to be desired.

I finally got onto the status page and:

This issue is still under investigation by our engineers.

Further updates will be posted when available

Virgin Media apologise for any inconvenience caused.

- Virgin Media Technical Support

just repeated again and again and again and again. The point of having a incident management system with end user access is partially to provide accurate information on what the fault is and what is being done. This is doing neither, and is therefore a waste of time.

What exactly is the issue? Are you waiting for a part from a telco manufacturer? Do you have fault in a cable, is it a firmware issue, a config issue?

it depensd on who you get on teh phone personal i give all teh informaiton ic an find and any lastest updates but sometimes there no updates to some tickets and i have to advise the ifnormation tha tthey might already know and then they call me a liar because i aint tellign them anything new sometime sthere isnt anything but in this one case there is updates and there was esitmated fix time yesterdya btu seems they have removed it now

Digital Fanatic
12-05-2010, 19:03
It's not hard at all. I know that it is being worked on, but as other people have said and I have now experienced (because there is a little apathy in calling VM in this household), you ask what is going on to be told there is no issue in Derby.

You have been exceptional in dealing with customers on here, and it is far beyond what is expected of what you to do in your job. The overall support being offered by VM does leave a lot to be desired.

I finally got onto the status page and:

This issue is still under investigation by our engineers.

Further updates will be posted when available

Virgin Media apologise for any inconvenience caused.

- Virgin Media Technical Support

just repeated again and again and again and again. The point of having a incident management system with end user access is partially to provide accurate information on what the fault is and what is being done. This is doing neither, and is therefore a waste of time.

What exactly is the issue? Are you waiting for a part from a telco manufacturer? Do you have fault in a cable, is it a firmware issue, a config issue?

It's a problem with the way internet traffic is fed through Derby from Leicester, the engineers have been trying to isolate the cause and so far have been unable to rectify... they have tried all the obvious routes and now are trying some less obvious ones!

It's not SNR or FEC, or high utilisation due to oversubscription or a card issue... investigations continue today and late in to the night.

Guy T
12-05-2010, 19:54
Bad again now in DE72 - cannot retrieve email to outlook, cannot access webmail and sites not loading again, we would be better off if they just went ahead and looked for the fix 24/7 instead of waiting until the quiet hours!
Didn't seem to bad working from home yesterday - good job I didn't pick tomorrow ;)

---------- Post added at 18:54 ---------- Previous post was at 18:51 ----------

Incidentally one thing I have found strange throughout this is how come some sites have never been affected - I would have thought if it was all of the traffic between Derby and Leicester it would be just that - all of the traffic!
Why do some sites constantly seem less affected than others - like this one for instance which I have only lost acess to once during this issue

jaybee
12-05-2010, 19:58
Terrible here in DE24 again. I also cannot retrieve email in Outlook and cannot get onto Virgin sites to retrieve it via webmail. All I know is I have 30 emails that I cannot read - lets hope there's nothing too important in there ! There should be a blanket refund to all customers in the Derby area for the appalling lack of service over the last few weeks.

Guy T
12-05-2010, 21:19
DF - are you there? FFS just get networks to disconnect derby and reimplement the workaround now - it's better to (Mod Edit: Please do not try to get around the swear filter) everyone off with no service for 20 mins than to be sitting here experiencing this crawling crappy service - at this rate 1 months compo just isn't going to be enough to stop the leavers

Digital Fanatic
12-05-2010, 21:22
DF - are you there? FFS just get networks to disconnect derby and reimplement the workaround now - it's better to (Mod Edit: Please do not try to get around the swear filter) everyone off with no service for 20 mins than to be sitting here experiencing this crawling crappy service - at this rate 1 months compo just isn't going to be enough to stop the leavers

I'm not in work tonight, Guy. Sorry.