XBOX LIVE DOWN FOR A WEEK???

[Shin88]

Yep still xboxlive problems no downloading of small update files, games becoming unplayable , despairing in wales ... Virgin help!

[Aaron_G]

Hi all

Users that've been experiencing issues using XBOX LIVE, PSN or VoIP.  I apologise at this time I have no further information to offer.  Virgin Media are still investigating, along with other third parties affected to isolate the cause.

In the mean time, it would be helpful if you could provide me some information from your current session;

Please send me a PM including your name, account number and postcode if you provide a mobile contact number we can keep you updated by SMS.

Using Command Prompt include ping and traceroutes to the following URLs and IPs:

Directions on how to run traceroutes and ping tests can be found in my sticky post here

virginmedia.com

xbox.com/en-gb/live

85.17.238.73

ns.psn.ru

194.149.65.56

I will also need your external browsing IP address.

(you'll only need to send this information if you've not previously contacted our support centre to raise a ticket surrounding the incident)

Many thanks

Aaron

[NonExistentGod]

Just sent the message with ping and traceroute tests on xbox.com/en-gb/live, thanks Aaron

[Shin88]

Hi i have also done the ping and traces, so more of my time is taken up with this diabolical service. Will leave if not sorted, 2 months now and counting...Hope aaron can help ...

[Data_Ghost]

Weren't we asked for trace routes etc right back at the start of the problem? Just a few mins ago after struggling to connect to the playstation store, I then glanced over to the router to see that the authentication light had turned red for no apparent reason. 3-4 mins later and it was back green again. I think I'm at the end of the road with this, I'll be requesting my mac key after the bank holiday and moving on. Even if this gets fixed the day after I leave who's to say it won't happen again? Maybe at Christmas the next time when all the big games will be out.

[TheMetalLord]

Yes DataGhost I believe that everyone were told to gather up information/Traceroutes (Lucy_P. 17th May '12 on the other Xbox thread.) and send it back to Virgin. Users have done this back then and they have recieved no reply from the Admins. So now they ask again? So this is obviously a Wild Goose Chase which they are doing nothing about.

The problem is far from over. I happen to be one of the lucky ones who have their Xbox live connection back but I had to wait almost two months for it. Virgin this is unfair to your loyal customers and its understandable if they become outraged after waiting all this time.

Are you actually doing anything about this or are you letting "Third parties" do it for you.

[Aaron_G]

NonExistentGod, Shin88

Thanks for the information.  I've responded via PM.

Regards

Aaron

[TheMetalLord]

Glad to hear that someone from the Virgin Staff are paying attention. Nice one Aaron .

[Shin88]

Still problems, waiting for the fix, movng to another isp if gets no better...ps aaron tells me i have a ticket to have a text when things r fixed ... Heres hoping... Will keep forum updated

[NonExistentGod]

Right. I need someone to tell me if they know how to, or even if they themselves have gotten out of a contract without paying a substantial termination fee. I think there's about 8 months left on the 18 month contract and there is NO WAY i am paying to leave this abysmal service.

Here is what it says in Section J - Subsection 7 of the National Broadband Residential Customer Service Agreement ( http://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-national-services/national-bro... )

"7.  If we and/or Virgin Media Payments break the terms and conditions of this agreement, you're free to end this agreement. But we'd love the chance to put things right first. So we'd ask you to give us reasonable time to do that before you end this agreement."

Surely due to this appalling loss of service, the time we have spent trying to fix it ourselves due to suggestions from VM staff and the fact that we have no idea if anything at all is being done to help us, that the agreement has been broken and we wouldn't have to pay to leave. Can anyone please help me, this is very stressful and i just want to leave now