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23matthew
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Message 1 of 8
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Advanced Network Error Search

Hi,

Could you please tell me how to turn off the optional “Advanced Network Error Search” page as the link that is provided at the top of the page to turn this off, https://my.virginmedia.com/advancederrorsearch/, doesn't work and goes to an "Oops, something's broken" page instead.

Many Thanks,

Matthew

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xrayman2k4
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Message 2 of 8
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Re: Advanced Network Error Search

Rather than create a new thread, I'll jump in here (hope you don't mind, Matthew) and request assistance with ANES too.

I work in IT support, and a number of our customers use their home broadband to connect to work via a VPN, ANES has to be off or it times out the VPN software. On Tuesday I spoke with a user who had been on the phone with Virgins' "tech" support for over an hour, she was at her wit's end and I don't blame her. He had her going through the router settings, all sorts of nonsense too. The work supplied laptop is secure - it will only connect to specific addresses. She knew she could only use a personal device to access the page https://my.virginmedia.com/advancederrorsearch/settings but the Virgin "tech" seemed to think that because of this, and it's inability to access 192.168.0.1 for the router settings, all the fault rested with the laptop. Even my user knew this was a pile of BS and she was a self-confessed technophobe!

She's not alone - we have many users on Virgin who we are going to start advising to switch to BT if https://my.virginmedia.com/advancederrorsearch/settings isn't restored - Home Hubs might be a poor second to Virgin,but at least http://preferences.webaddresshelp.bt.com/selfcare/preferences.cgi worked, last time I sent a user there!

Please fix it! Keep our users sane, and my call time shorter Smiley Happy

-- 

Michael

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xrayman2k4
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Message 3 of 8
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Re: Advanced Network Error Search

It's now Friday, I posted this after work on Wednesday. Not even lip-service from the forum mods? Please, at least let us know when it will return, and you're not pulling a Sky, who don't allow it on their routers (Scrub-Hub), nor via any other method. 3 days without the ability to work from home? Not good. If it continues, rather than recommending our Vodafone 3G MiFi devices as a temporary workaround, I'll be recommending BT as a replacement!
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DaveM
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Message 4 of 8
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Re: Advanced Network Error Search

The forum staff will get to you but it can take up to a week to reply.

Dave.

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Forum Team
Forum Team
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Message 5 of 8
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Re: Advanced Network Error Search

Hello 23matthew

 

Welcome to our forum, I am sorry the link is not working, I have raised it to the appropriate team to investigate ref P007924666. I notice that you subsequently called in and now look to be opted out, it is something that we can do manually once DPA checks are passed.

 

@xrayman2k4 Really sorry your customers had a problem when contacting us, I have fed it back as it is something we are manually able to disable. Once we know more about the faulty link we will update this thread. 

 

Thank you for your patience

 

 

Nicola

Virgin Media Forum Team
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Farrow1
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Message 6 of 8
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Re: Advanced Network Error Search

Can you deactivate it for me too?

I posted a thread about it but it seems to have been ignored so far: http://community.virginmedia.com/t5/QuickStart-set-up-and/Disable-Advanced-Network-Error-Search/td-p...

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xAPPO
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Message 7 of 8
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Re: Advanced Network Error Search

I have just spent two hours of telephone time trying to sort this. Not helped by the online instructions to do this online through myVirgin Media

https://my.virginmedia.com/advancederrorsearch/settings  (throws error)

a search of the forum and then the VM webpage here

https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030...

To turn off Advanced Network Error Search, just give us a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone, and select option 2.

Its not option 2 that is Virgin Mobile. 

During the calls I have been transferred, had my call cut off twice and eventually ended up with the most incompetent and rude overseas technical support staff. They had no technical knowledge of 'Advanced Network Error Search' or what I was trying to do and just wouldn't listen to what I was telling them.

They wanted to run network tests, asked me to  reboot routers, give them remote access to one of my PC's , said that I was mistaken in what I was describing, blamed a second router I have (my hub is in passthrough) and  then eventually said it was not their problem and I should call Microsoft ! They cut me off twice although  in fairness they did call me back.

When I explained about how fixed local IP addresses like 192.168.1.5 or single name devices on my network like 'printer' were being referred to the Virgin media ANES service they said that was not possible and demanded I give them remote access so they could see for themselves so we hit a stalemate .... so they then said  it was obvious I was misunderstanding the problem.

When I referred them to the article above on the Virgin Media help website that covers this issue they said they could not find that information and when I asked them to do a search on 'Virgin Media Advanced Network Error Search' (where this article appears in Google as the first hit) they initially said they again couldn't find anything and then admitted they had no external Internet access to perform such searches or even access their own VM help website !!!     They then said that is why they needed remote access so they could use my PC as a browser 'Unbelievable'.

I got so frustrated I hung up but they called back saying I was not allowing them to resolve the issue by refusing remote access.  He had asked his senior support guys twice already and they suggested it was a problem on my network and I should call Microsoft about the ANES as it was a Windows error message !!!

I requested but he said he couldn't transfer my call to anyone more knowledgeable but when I said I was going to hang up and complain to VM UK he then managed to find someone in another 'tier' who immediately knew what I was talking about and disabled the ANES service. I asked him to convey the information back to his team.

This is so frustrating VM - you apparently used to be able to turn this off yourself online and now you waste everyone's time in a two hour exercise in frustration.

Sorry I had to vent  - little things like this cause a lot of annoyance

 

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cee1
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Message 8 of 8
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Re: Advanced Network Error Search

Please can someone switch off the Advanced Network Error for me too. 

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