internet going off Paisley, Renfrewshire area
 

Anyone else in Paisley Renfrewshire having internet going on and off during the past few days?

Re: internet going off Paisley, Renfrewshire area
 

have you tried ringing tech support on 150 to find out what is going? Quite a few peeps have mentioned it happening in other areas over the last month or so and it has been associated with upgrade work going on in the area prior to speed doubling

Re: internet going off Paisley, Renfrewshire area
 

Same thing is happening with me in the St Helens area, cutting off then coming back on and a lot of jitter! and the ready light keeps flashing.

Could have something to do with the upgrades, well lets hope haha.

Re: internet going off Paisley, Renfrewshire area
 

Virgin experienced an outage affecting around 8000 broadband customers supplied from its head-end at Paisley, Renfrewshire yesterday. The outage lasted for several hours but was apparently resolved around mid-afternoon.

This is the latest in a string of problems which have beset broadband customers in this area since Virgin upgraded its servers sometime around three months ago.

Since then we, like many other customers, have suffered repeated drop-outs from connectivity. The server upgrades as such have received virtually no publicity and we have assumed they are in tandem with the double speed upgrades currently being rolled out.

Typically these problems manifest themselves to us like this:

• Wireless or direct Ethernet connection to SuperHub OK
• Internet connectivity reported as OK
• No DHCP server connection, so no pages are displayed to the browser which times out.
• Hub connectivity logs display large numbers of Critical (3) connectivity errors, mostly DHCP related
• Occasionally the internet connection will drop from the Hub altogether.

If the Hub is reset, sometimes an internet connection will be re-established, but the process is random.

We have had two new SuperHubs, all local and client connections have been verified as sound. The problem is clearly a server-side issue and needs urgent attention otherwise we shall be taking our business elsewhere which will be a pity since up until this spring Virgin had delivered highly stable internet connectivity.

We have now discovered that Virgin’s internet servers are outsourced to Motorola which is responsible for the upgrades. Local engineers serving you and me – the customers – have no direct access to the Motorola side of the network and we detect a growing frustration that they are bearing the brunt of complaints while being unable to take direct steps to fix the problems.

Our information is that there have been ‘significant’ broadband issues since the server upgrades. The true extent of these has been buried in the mass of conflicting fault reports which come from customers. As in any outsourcing agreement, there is also scope for finger-pointing between the principal (Virgin) and the sub-contractor (Motorola).

It is clear from browsing this forum, that similar outages are occurring across the Virgin network. We have posted this to a local thread, but if anyone can shed any further light on this issue, go right ahead.

Re: internet going off Paisley, Renfrewshire area
 

On a similar note I am just down the road in Glasgow G14 and have been experiencing faults, timeouts and no connection on a VMNG300. Service status page lists the ticket number F002062248 "loss of broadband service" service until 4th August...
Not good enough.

Re: internet going off Paisley, Renfrewshire area
 

I would moan my ass off big time if I was you. There is no way it is going to take them a whole month to fix whatever is broken. If it is that big of an issue they should free up the techs and get the flipping thing fixed in 24 hours.

Re: internet going off Paisley, Renfrewshire area
 

This is just tosh. Either you have a local issue affecting your client and domestic/office connectivity or it is a wider network problem. Either way Virgin has to sort it in hours/days not weeks.

What I struggle with is how an organisation of Virgin's apparent scale and [quote] sophistication [endquote] manages so successfully to avoid releasing any details of its network status and outages, region by region. Customer call centre staff are either instructed not to admit knowledge of network and server faults or genuinely have no information.

Someone somewhere must know where all the dots join up but Virgin seems to keep them well out of sight. You couldn't run a railway or an airline on this basis.

LLM

Re: internet going off Paisley, Renfrewshire area
 

Same again this evening, problems start at 6pm then clear up bang on midnight. Total loss of internet.

[img]Download Failed (1)[/img]

Been on hold for tech support for past 20 mins and losing the will to go on.

Re: internet going off Paisley, Renfrewshire area
 

Try this approach if you are genuinely at the end of the line. But remember you have to be prepared to follow it through - you can't cry wolf too often:

When you call 150, select the option for account closures. You will be connected to an operator almost immediately. Tell him/her that you have suffered repeated loss of service and are planning to take your business elsewhere unless the problem is addressed urgently. They will transfer you to a senior member of the UK technical team. Ask to have a 'service manager' attend on site. This is their most senior field operative who ought to be able to confirm if your problem is at your location, or as sounds most likely, in the main network - and probably a Motorola server issue. Insist - politely but firmly - that this is their last chance and that the problem has to be resolved effectively, otherwise you are closing your account.

You can then make a judgement on the outcome. I have had a stable connection with no drop-outs for nearly a week since my last complaint, but I still regard Virgin as being [quote] on probation [unquote].

LLM

Re: internet going off Paisley, Renfrewshire area
 

I'm not sure you understand what the word "server" means.

Re: internet going off Paisley, Renfrewshire area
 

oh Qas

That sentence was so Oxymoron.

What I think you wanted to say is this...

I am not sure you understand technically what a server is.

Re: internet going off Paisley, Renfrewshire area
 

Well, here's my modem event log since last night, maybe some wiz can understand what it means.

Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) The s/w filename specified in the config file is the same as ...
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) A software upgrade filename was specified in the config file.
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) Authorized
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) Registration complete!
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) We registered with a DOCSIS 1.1 config file!
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) Received a REG-RSP message from the CMTS...
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) Sending a REG-REQ to the CMTS...
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) CableModem SNMP configure complete
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) IP init completed ok
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) CableModem TFTP init ok
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 Information (7) CableModem DHCP client init ok
Tue Jul 17 19:34:11 2012 Tue Jul 17 19:34:11 2012 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 Information (7) Downstream sync ok
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
Tue Jul 17 18:50:54 2012 Tue Jul 17 18:50:54 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Jul 17 16:53:26 2012 Tue Jul 17 16:53:26 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Jul 17 15:01:08 2012 Tue Jul 17 15:01:08 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Jul 17 04:09:48 2012 Tue Jul 17 04:09:48 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jul 16 20:29:43 2012 Mon Jul 16 20:29:43 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jul 16 14:48:32 2012 Mon Jul 16 14:48:32 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jul 16 04:12:37 2012 Mon Jul 16 04:12:37 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jul 16 00:59:53 2012 Mon Jul 16 00:59:53 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jul 16 00:59:43 2012 Mon Jul 16 00:59:43 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Jul 16 00:59:39 2012 Mon Jul 16 00:59:39 2012 Critical (3) No Ranging Response received - T3 time-out
Mon Jul 16 00:59:39 2012 Mon Jul 16 00:59:39 2012 Critical (3) No Ranging Response received - T3 time-out

Re: internet going off Paisley, Renfrewshire area
 

up and down like a whores draws since yesterday for me aswell PA1

total loss yesterday for around 4 hours, intermittent today, lost TV twice today aswell sofar

Re: internet going off Paisley, Renfrewshire area
 

This is today's connection

http://www.thinkbroadband.com/ping/s...23-07-2012.png

Tech support say there are low signal levels in the area and the fix is not imminent. Got a refund for the past three weeks.

BT Infinity are now in my area. Never thought I would go back to them now it's a serious possibility after being a CableTel / ntl/ Virgin customer for 15 years.

Re: internet going off Paisley, Renfrewshire area
 

Terrible broadband service again in Renfrewshire area, just confirmed it with my uncle in Bishopton, he's having bother too. WTF?