Harringay, Haringey - So Good they Spelt it Twice!
Virgin Broadband service
Is anyone having to reboot their router/modem regularly with Virgin Broadband? We're having to do it at least once a day. I think it may be a problem with their servers locally so if I notice a disconnect I will post the time on here, I would appreciate if others could do the same.
Tags for Forum Posts: broadband, consumer complaints, virgin media
Replies to This Discussion
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Permalink Reply by matt on
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He said it was a problem affecting the ladder generally and thought it was to do with the amplifiers in the junction boxes.
It's John listening to all that RATM noise, blowing the amps.
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Permalink Reply by james walsh on
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Virgin media services have still not repaired my telephone line dead since Jan 23rd.
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Permalink Reply by John McMullan on
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So two weeks now and I think we've had to reboot it just once.
I notice that the virgin media boxes at the top of my street now have big padlocks on them and have gone from two in number, to three.
How is the rest of Lausanne Rd?
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Virgin media bring people together but not in the way you'd think.
After nearly 3 weeks with a dead telephone line, Virgin media sent the guys out to put my telephone back on. So far so good, except they connected me up to my next door neighbours line (different number) and now i'm getting calls for my neighbour. I called what is supposed to be my number which rings but does not answer. I am now fielding my neighbours calls and taking messages for them. People trying to call me still (obviously) cannot get through to me. If you want to call me you will have to dial my neighbours number. Strangely, i am in dispute with my neighbour over garden issues so she hates me. This is going to be a blessing in disguise when she learns how helpful i have been and that i am actually a really nice friendly guy. Lets see.
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It looks like the other side of the tracks are having problems too. See here.
I am not having to reboot my modem at all since the last engineer visit to the boxes at the top of the street but have, once a week or so, had to renew my DHCP lease on the router. I think this is because they give me a lease valid for seven days but time it out after six and a half, I'll have to investigate but tempted to just run a cron job every night to renew the lease.
Is the rest of Lausanne Rd better now? What about other streets?
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I rather fear that you will have to go through the process I did.
1. Log a call with Virgin, get an engineer to come out.
2. Engineer will replace your modem.
3. Problem persists, repeat step (1) again.
4. Engineer will pass the call along to "networks".
5. Chase up a week later.
6. Chase up a week later
7. Potential final engineer visit and promise to chase networks.
8. A week to three weeks later you notice that the problem has gone away.
I'm not sure if it's my hassling them but the VM cabinets at the top of my street now have padlocks on them, the one further along Wightman Rd had its door swinging open last night.
They're basically rolling out new customers and not providing sufficient capacity on their network, all the telcos seem to be doing it. You chase them properly and play their game (just say "yes I'm doing that" to the support people) and your little area gets fixed. Complete crap that people without a local website are going to be left thinking the issue is theirs.
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Virgin media.
Finally, after 19 days my phone is back on. That's how the 80/20 business model works against the customer..
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Virgin media landline telephone (broadband package)..
After having endured 3 weeks of no telephone service they put it back on again. BUT... only for less than a week, it is now off again.
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I just discovered this discussion. Does its fading away mean that there are no longer any people having problems with Virgin Media, or is there another thread somewhere.
Last Feb/March we moved from Stroud Green to Muswell Hill, taking our VM account (mainly to avoid losing my Blueyonder email address. We had HUGE problems, were cut off for weeks (had to get a temporary 3G "dongle" which was rubbish), and it coincided with VM moving to the "gmail platform". At one point they blamed the Council for a further 3 weeks delay, claiming they were not allowed to dig another hole in the road yet. A nice chap at the Council made them admit that one VM dept (or subcontractor) was lying to another, and they then hurried it (they have to keep in with the council). During this time I lost lots of email news contacts (they were told my account was finished forever, so I was automatically unsubscribed), and accumulated ENORMOUS mobile phone bills. I didn't think it was worth adding to the hours and hours of phoning by trying to make a retrospective claim for compensation, but perhaps I should. How?
I don't understand all this tech stuff, but (as an early subscriber to Cable London) I always thought one needed a cable, and was surprised to learn that people get broadband through their ordinary BT phone lines! Would not switching to Sky involve installing a vulgar satellite dish and changing one's email address?
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Permalink Reply by Hugh on
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Verbacsum,
Click on the tag link for Virgin media, just under John's original post. That will take you to all Virgin Media related posts.
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Permalink Reply by David T on
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Folks might be interested in an update.
I started a complaint running in February. The first one was rejected on some specious ground, but when I repeated it in May I eventually had a response from someone who described himself as a senior person in the complaints department.
Since then I have been monitoring the performance of the system, and pestering him to provide answers.
On 29 July I sent him a list of issues I required to be addressed:
1. Why has the service been so bad for well over six months (probably far longer)?
2. What has been done to resolve the problem?
3. Why was my first complaint in February dismissed?
4. Why was my second complaint in May dismissed with an anodyne, and wrong, answer?
5. What compensation will VM offer for having taken money under false pretences over this period?
6. Bearing in mind that there are no doubt many other victims in this area what arrangements does VM propose to compensate them? The answer to this will be posted on our local website.
7. On another aspect of the service - why is the set top box often unresponsive or erratic, and why are the "catchup TV" programmes often badly pixillated?
Yesterday he told me that he had referred my complaint to the Area Manager (why it took him over two months to do so is another question!), who would contact me. Despite my cynicism he did so today, and dispatched his "principal engineer" who arrived in an hour or so. He found that all the performance data seemed ok, but re the TV problem I reported decided to call another techie to change the settop box. This clagged up the TV, so we reverted to the original. TV no better (after they left I managed to get it back to normal - it just seemed to be a dodgy connector). I gave him all the info (including the address of this site!) and he promised to get back to me on Monday.
I will not at this stage publish the names and contact details of the individuals involved (I have them), since I need to preserve their goodwill, but if anyone in the Ladder (not other areas) is having a particular problem at present please let me know via personal message (minimum information required is the road) and I will make sure it is passed on - the more we can throw at these people the better.
I have some monitoring utilities - if anyone would like to try these (PC only and may not work beyond XP) please let me know via personal message.
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Permalink Reply by Malc B on
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I have been watching this thread with trepidation for some time, knowing my time would come. And it has. After 12 smooth, trouble free months with VM, for the past fortnight the broadband has been getting steadily worse - from requiring one modem reset a day, to now requiring several. I'm on Cavendish Rd - anyone else in the same boat? It seems that a program of co-ordinated love bombing of VM customer support is the only way to get anything done.
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