Modem stopped working

m419 · 27-03-2012, 00:38

A few days ago, my internet went all funny and certain websites that I went on kept taking me to the Virgin Broadband activation page and kept trying to reboot my superhub.

Now the internet doesn't work at all and the upload/download light on the modem is just flickering.

I've rebooted it and reset it so many times and then called technical support who are sending out a technician, however, is there a way of resolving this without the need of a visit?

The person on the phone said his system was down and didn't really take much notice of what I was saying and then told me to reboot it once again, it didn't work, and then booked a technician for tomorow.

I really don't want them to come out for something that can be easily fixed by myself!

thenry · 27-03-2012, 03:22

sounds a bit dodgy, let the tech come out to you. Ask him to double check your power levels before he leaves.

Peter_ · 27-03-2012, 06:43

That issue should have been resolved by 2nd line while on the phone but considering that the Albert Dock 2nd line are now all but gone and their replacements are well below par this kind of thing will happen much more often as technicians are sent out to fix issues that they are unable to fix.

It is very likely that any replacement device could end up in exactly the same situation as your existing device.

As of this Friday you will be left with just the Swansea 1st line and 2nd line so everyone should expect the service levels to drop, you think that support has gotten worse you have seen nothing yet.

m419 · 27-03-2012, 10:12

Thankyou

Actually it was an offshore call centre because I rang around 10pm. Someone is coming out today anyway.

Peter_ · 27-03-2012, 18:54

Quote:

Originally Posted by m419

Thankyou

Actually it was an offshore call centre because I rang around 10pm. Someone is coming out today anyway.

It should have been resolved while on the call not by sending an engineer out to replace the modem, seen enough of them in my time.

thenry · 27-03-2012, 19:13

whats gone wrong here?

Peter_ · 27-03-2012, 19:45

Quote:

Originally Posted by thenry

whats gone wrong here?

It will be a provisioning issue which can be resolved on a call either by the agent or 2nd line, a tech is a waste of resources.

m419 · 28-03-2012, 20:12

Quote:

Originally Posted by Peter_

It will be a provisioning issue which can be resolved on a call either by the agent or 2nd line, a tech is a waste of resources.

Well i'm really annoyed, nobody turned up and I learn they have charged me £10 for 'no one home' when I was in all day, didn't even go to the shops, bought cigarettes in advance for the occasion and everything so there was no excuse to go out haha

I'm gonna call them for the third time.

Provisioning for what reason? My broadband was installed as part of a home move installation but with a new modem in June 2011. I really don't understand what went wrong here.

I'm using a neighbours Virgin Media wifi connection at the moment and is working fine so it is not a local issue.

---------- Post added at 20:12 ---------- Previous post was at 20:07 ----------

Quote:

Originally Posted by thenry

sounds a bit dodgy, let the tech come out to you. Ask him to double check your power levels before he leaves.

Power levels? I'm a bit of a dummy when it comes to Broadband, do you mean the level of power in the CATV coax wire coming into the property? As it is serving a Tivo box,V HD box in another room and obviously my Virgin Broadband netgear hub. Or do you mean the dodgy electrics in my house?

Sorry if it's a stupid question

thenry · 28-03-2012, 20:19

Peter could you explain provisioning please.

yeah power coming through the VM cable.

on in an hour! · 28-03-2012, 20:26

you need to question the '£10 nobody in charge' as this was dropped some months ago due to the negative affect on the NPS responses

when a new device is connected to the network and needs releasing from the 'walled garden', (which is where new devices get directed to) they need to be verified and 'provisioned',sounds like an account problem and your device reverted to 'new device' status,as has been said before a call can resolve this issue,no need for a tech visit!

Peter_ · 28-03-2012, 20:39

Quote:

Originally Posted by m419

Well i'm really annoyed, nobody turned up and I learn they have charged me £10 for 'no one home' when I was in all day, didn't even go to the shops, bought cigarettes in advance for the occasion and everything so there was no excuse to go out haha

The is no such thing as a £10 charge as it was dropped in December 2011 and the post above explains provisioning.

thenry · 28-03-2012, 20:53

and this happens often? whats the cause?

m419 · 28-03-2012, 21:01

Quote:

Originally Posted by Peter_

The is no such thing as a £10 charge as it was dropped in December 2011 and the post above explains provisioning.

So why did they tell me i've been charged £10!

---------- Post added at 21:01 ---------- Previous post was at 21:01 ----------

Quote:

Originally Posted by on in an hour!

you need to question the '£10 nobody in charge' as this was dropped some months ago due to the negative affect on the NPS responses

when a new device is connected to the network and needs releasing from the 'walled garden', (which is where new devices get directed to) they need to be verified and 'provisioned',sounds like an account problem and your device reverted to 'new device' status,as has been said before a call can resolve this issue,no need for a tech visit!

Thanks, finally some common sense!

thenry · 28-03-2012, 21:08

speak to 'thinking of leaving' tomorrow during the day

m419 · 28-03-2012, 21:19

Quote:

Originally Posted by thenry

speak to 'thinking of leaving' tomorrow during the day

Ok thanks