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 John McMullan on
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I would not object. They know they have a problem though, the internets are full of discussions about this topic on a local level (Cardiff and Swansea especially when they rolled out their 50Mb service). The support guy I spoke to during the week seemed to think that because I was chasing this issue so hard I really wanted it to work, not to go to BT. I just bit my lip but he's right.
I think the issue is that the equipment they have given us is unable to cope with the unreliable physical network that we now have. First it would be nice to bully ourselves to the front of the queue to get the physical network sorted out (power levels etc) but secondly the modems that we have should be able to seamlessly reconnect when they have a momentary loss of signal power. I write software for a living and the backoff-reconnect idiom is standard practice for network based things.
I wish it was easier to find out who the person at VM responsible for our local network was. Makes you wonder if anyone's responsible.
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I don't currently have a landline phone so would need to get that all plumbed in again. We get TV off of Virgin too and I don't want to give money to Rupert Murdoch for sky. I think VM do realise this too.
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Engineer who called on Monday (I have been spamming them with outage reports to which they feel compelled to send an engineer) claimed that the problem was known, encompassed the whole area (I think he actually meant ladder) and would be resolved within 2-3 weeks.
I have discovered that I don't even need to reboot anything to get it working again, I can just release and renew my DHCP lease on my router. I think they should fix this problem before they fix the power signal problem and then we probably wouldn't notice.
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Permalink Reply by Katy Mendes on
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I won'der if this has any effect on my problem - did the engineer say what the issue was?
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Well I assume the problem that he can fix is to do with fluctuating power levels.
The problem they need to fix in general is a reasonable recovery from a power fluctuation. We should not need to reboot our routers!
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Permalink Reply by David T on
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OK - I've now sent the attached off to the "Executive Director, Customer Care" at VM by recorded delivery. It will be interesting to see what, if any, response is forthcoming!
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VM beef 1 no address.doc, 20 KB
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Your customers in this area are paying a premium price for what is far from a premium service.
OK, if this does not get a response I am going to sky, assuming that he can't last as long as the Queen.
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Permalink Reply by Michael Anderson on
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Got a friend in Stratford with exactly the same problem as this, but she thinks it's something to do with her router. I'll tip her off.
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Well ours has not been "rebooted" for a few days now so maybe they have solved the problem. Allegedly a man has been fiddling with the box at the top of Lausanne Rd (well, we now have three!).
How is everybody else?
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My (virgin media) phone here in crouch end has been dead for a week. They were due today but did not appear or phone me. I spent the evening of monday 8th Feb fuming that nobody had bothered to call me on my birthday only to realise the phone was dead.
Also my account says i'm paying for 10Mb but i receive no more than 3Mb.
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My telephone has been dead now for two and half weeks. Still with no date for it to be repaired.
I suspect the "20/80" buisiness model.
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Permalink Reply by Cat on
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I'm on Virgin broadband too. My connection has been unbearably slow (tedious waiting for pages to load, video clips simply unwatchable, having to reboot the router all the time) since the tail end of last year. I reported it last week and they sent a delightful engineer round to have a look. He said there was nothing wrong with the signal to the junction box, and nor was there a problem with the router itself, or onwards from the router to the computer. He said he thought the problem lay between the junction box and the router. He said it was a problem affecting the ladder generally and thought it was to do with the amplifiers in the junction boxes. He said he was going to report it and indicated it might take 2-3 weeks to get it fixed. Well, here's hoping it actually will be fixed at some point. Guess we'll find out.
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