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-   -   General : Loss of Broadband - TS22 (https://www.cableforum.uk/board/showthread.php?t=33687027)

Bob 16-04-2012 20:09

Loss of Broadband - TS22
 
Evening All!

We've been without broadband internet since last Thursday afternoon (TiVO has been OK for a few days, but was iffy). We assumed it was a temporary fault, but it never came back. We called 151 and there were no messages about our postcode but there were for a few nearby postcodes so assumed it was associated. We spoke to friends on our estate and they were all without internet to.

On Friday we noticed an engineer outside and my Dad went to speak to him. Apparently, the headend to which we are attached had a serious failure and a piece of equipment worth £500,000 had stopped functioning and would need replacing. It would be at least four days before we got any internet.

It came on briefly on Saturday but has been off again since then.

As it hadn't come back on today we called service status line and apparently there are no issues in our area. So we rang 151 and spoke to a lady in India who said we could get an 'intermittent' service back in a few days and it wouldn't be working at full speed for a few months!!!

Basically, I was wondering if anyone had any ideas what is actually going on and are the timescales mentioned accurate?

Thanks :)

philipp 16-04-2012 20:17

Re: Loss of Broadband - TS22
 
Hi Bob,

Headend (ubr) for your area fell over according to the engineer I had on Saturday in TS17 about a fault I am having. He said they where trying to get your ubr back on temporary that day and then fully back up today and it was a big job. Maybe its overran.

Bob 16-04-2012 20:25

Re: Loss of Broadband - TS22
 
That's useful to know. Thanks philipp :)

It's the total lack of acknowledgement of the problems on the service status line that's annoying!

philipp 16-04-2012 20:31

Re: Loss of Broadband - TS22
 
Bob,

When I was phoning the status line over the weekend to see if any area faults in my area was coming up. (Its been diagnosed now for my fault so hopefully it be resolved shortly) TS22 was mentioned alot so I think its just their left hand not knowing what their right is doing and the message has been taken off by mistake!

StrollerTS22 17-04-2012 10:47

Re: Loss of Broadband - TS22
 
Quote:

Originally Posted by philipp (Post 35414693)
Bob,

When I was phoning the status line over the weekend to see if any area faults in my area was coming up. (Its been diagnosed now for my fault so hopefully it be resolved shortly) TS22 was mentioned alot so I think its just their left hand not knowing what their right is doing and the message has been taken off by mistake!

I've spent the past 5 days trying to get a resolution and closure on the loss of broadband. Have rung virgin numerous times, and each time I get a different answer.
Thursday evening it was “will be resolved by 10.00 pm”
Friday morning it was “will be resolved by 10.00 am”
Saturday, I at least spoke with someone who seemed genuinely aggrieved that the service had been cut off for so long, and he called back (on my mobile as the house phone was intermittent), and conveyed the good news that it would be resolved by 10.00 pm that night.

Sunday – as most of us will now be aware, is a day off for Virgin – wonder why!
However, I finally got thru around 1.00 pm and spoke with another guy. He stated that the job card was closed and the problem had been resolved “at the exchange”, so if my line was still not working it must be at my end (novel thinking I thought – blame the customer!)

Arguably after around 20 minutes of checking we confirmed that the signal was not “locking”, which pointed to the hub. Was then advised the earliest an engineer could come out was Tuesday evening.

On Monday afternoon had another call (on my mobile again, guess the land-line is not too hot at the moment). This was an automated call to say the fault was still in the exchange and the call-out had been cancelled. After several calls back I insisted the engineer attend as agreed to ensure there is no problem at my end.
As of 7.00 am this morning, the system was still down.

It is 2012, not 1912. Internet/Telecoms systems can be interrogated by any number of “specialists” remotely, including sub-supplier vendors. They can run scripts that will check for error codes which identify where the fault lies and recommend action to correct it at the earliest. This is usually a service available 24/7 (unless of course you’re with Virgin who don’t work on Sundays!).

So, for over 5 days I’ve been given conflicting information, usually wrong, and feel I’ve been misled and played-out, to ensure I stay on contract. It seems there is no system or clearing house where the what is really happening can be found. “ Keep em in the dark and feed the on recycled ***” seems to be the guideline in this company.
Yesterday was the final straw. I don’t care what Virgin do now, I will be free of them in 29 days, period!

Can anyone recommend an alternative Broadband provider – what’s the best speed available ??
:(:mad:

Bob 17-04-2012 10:48

Re: Loss of Broadband - TS22
 
There is a thread on the VM support forums: http://community.virginmedia.com/t5/...a/td-p/1150311

There has been no response to the problem from any staff there either. There could be another thread of course, but I'll have to keep digging...

StrollerTS22 17-04-2012 12:05

Re: Loss of Broadband - TS22
 
Quote:

Originally Posted by Bob (Post 35414862)
There is a thread on the VM support forums: http://community.virginmedia.com/t5/...a/td-p/1150311

There has been no response to the problem from any staff there either. There could be another thread of course, but I'll have to keep digging...

Morning Bob, Will keep any eye on the other page to see what develops.

The issue of response, lack-off, or smoke screen is what really riles me.

Every time I call Virgin media I get a different answer, I don’t fault the kids on the other end I get the impression they are just reading from a promt screen.
There must be someone in the ‘team’ who know what the status is, and I’d rather be told truthfully that they haven’t yet figured out the problem, and cannot advise when the problem will be fixed, than be fed a line of crock in the mis-guided belief it will keep the customer happy.

If Virgin are reading this – how about an honest update!

Bob 17-04-2012 12:38

Re: Loss of Broadband - TS22
 
Exactly. I accept that faults do occur from time to time, but would prefer to be kept up to date rather than be kept in the dark.

I'm not entirely sure how many people this is affecting, but I suspect the entire Wolviston Court estate at the very least.

philipp 17-04-2012 12:54

Re: Loss of Broadband - TS22
 
Does anything come up if you log into my.virginmedia.com service status page? I find it strange it wouldn't if everyone is down in that ubr.

Bob 17-04-2012 17:50

Re: Loss of Broadband - TS22
 
Nothing at all.

Anyhow, looks like we have some form of internet connection. Seems to be running around the 20MB mark. I suppose it's a start!

mike24 17-04-2012 18:23

Re: Loss of Broadband - TS22
 
Quote:

Originally Posted by philipp (Post 35414920)
Does anything come up if you log into my.virginmedia.com service status page? I find it strange it wouldn't if everyone is down in that ubr.

Unspecified Bit Rate (UBR)
The UBR service category also is similar to nrt-VBR, because it is used for connections that transport variable bit rate traffic for which there is no reliance on time synchronization between the traffic source and destination. However, unlike ABR, there are no flow-control mechanisms to dynamically adjust the amount of bandwidth available to the user. UBR generally is used for applications that are very tolerant of delay and cell loss. UBR has enjoyed success in the Internet LAN and WAN environments for store-and-forward traffic, such as file-transfers and e-mail. Similar to the way in which upper-layer protocols react to ABR’s traffic-control mechanisms, TCP/IP and other LAN-based traffic protocols can modify their transmission behaviour in response to latency or cell loss in the ATM network.
This means it's down to VM to fix not the user:D
michael

StrollerTS22 17-04-2012 18:24

Re: Loss of Broadband - TS22
 
Quote:

Originally Posted by Bob (Post 35415120)
Nothing at all.

Anyhow, looks like we have some form of internet connection. Seems to be running around the 20MB mark. I suppose it's a start!

Well it seems theinternet is back up and running (for now).
shall we have a sweep - first prize goes to who predicts;
a. When it crashes again
b. How fast/slow it is tomorrow
c. Reasons given by Virgin media as to why its not working again!:confused:

My guess;
a. Tonight, 8.15 pm
b. 2 Mb
c. Flood (40 days and 40 nights!)


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