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paraffinlamps
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Message 1 of 14
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Fault Ref F004278424

Ive had a private message to say this fault has been cleared .

It quite clearly hasnt 

http://www.speedtest.net/my-result/5816522781

Please either reopen the existing fault or create a new one .

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Forum Team
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Message 2 of 14
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Re: Fault Ref F004278424

Hi paraffinlamps,

 

Thanks for posting!

 

I'm really sorry to hear you're having trouble with your connection.

 

I've checked your account and I can see a network issue in your area affecting speeds at peak times - Ref.(F004872213). The current review date is 29th March 2017.

 

I'm really sorry for any inconvenience this may cause.

 

All the best.

 

Josh


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Superuser
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Message 3 of 14
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Re: Fault Ref F004278424

@Josh_RW

Was the customers previous fault reference for peak time utilization as well? Curious to see if it was


If so can you see why that issue was flagged as cleared and a new one raised?
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paraffinlamps
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Message 4 of 14
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Re: Fault Ref F004278424

Yes it was . Its been ongoing for over 4 years ( possibly longer ) 

The fault hasn`t been fixed , but the fault number has been cleared and a new fault reference created . Thats very naughty Virgin . 

 

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Message 5 of 14
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Re: Fault Ref F004278424

Would like some form of response on this as to why it's just had a change in fault number but no apparent fix.
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pete7049
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Message 6 of 14
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Re: Fault Ref F004278424

I wonder if VM have combined several faults under one new F Number?

F003443743. December '14 - May '17.
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ian-c
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Message 7 of 14
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Re: Fault Ref F004278424

Hmmm. Yes that is very naughty. You really do not want Virgin to keep opening new ones.

Didn't you also have Fault ref: F002322291 for high utilisation which was then re raised as F004278424?

Make sure you keep evidence of Fault Ref F002322291, F004278424 and can associate them with the 'new' Fault Ref F004872213.

Is this a ploy by Virgin Media to avoid failing in a duty of care which it owes to the customer... i.e.  'failing to resolve a reported fault within a reasonable timeframe'?

Surely not!

Four years?????? I hope you have lots of evidence form the last forty eight months as I think it is time you got CISAS involved.

 

-----------------------------------------------------------
I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 16 review dates... Next Review JANUARY 2018
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paraffinlamps
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Message 8 of 14
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Re: Fault Ref F004278424

I first posted in March 2014 , when indeed the fault ref was F002322291 . I had been having ongoing issues for about 9 months previous but had been dealing Telephone support . Then I found the forum and posted in March 2014 .

After several failed promises of fixes and review dates passed . I got a reply to a message I posted on the forum in March 2016 as below .

Hi paraffinlamps,

I'm really sorry for any confusion caused by the information you've received so far. I am about to confuse things a little more, but I promise the information I'm providing is 100% accurate.

Fault ref: F002322291 was closed as fixed on the 22nd of last month.

However, my tests of your part of the network show that Internet usage is still high at peak times, so I've escalated this up to networks for further investigation.

The reference for this is F004278424 which has a current review date for 11-05-2016.  i've fully noted this on your account and we shall keeping you notified with updates. 

 

This is the first time the fault Ref changes . 

More recently( 16-11-2016) I had a pm as below 

Hey,

Just a quick message to update you in regards to the current fault F004278424. This is now reported as resolved and you should start to notice an improvement in your speeds.

If you encounter any further speed issues please post back on the forum.

Kind regards

 

I checked my speed on that very day at 6pm and it was about 2 Mb/s ..I gave them the benefit of the doubt , rebooted my modem etc and then tried at several different times .

During the weekdays ( when I`m at work ) the speed is 100Mb/s but in the evening its anywhere between 1 and 20 Mb/s .

I replied to the pm stating the fault wasnt fixed , which I have done and is this thread with the new Fault number .

 

 

 

 

 

 

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paraffinlamps
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Message 9 of 14
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Re: Fault Ref F004278424

http://www.speedtest.net/my-result/5891413702

Virgin are you any point going to fix the fault that has been ongoing for 3 Years now ? 

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paraffinlamps
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Message 10 of 14
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Re: Fault Ref F004278424

5894383290

I`m going to keep posting my speeds on a regular basis so how people dont get conned into thinking their utilisation issues will be fixed quickly . This has been going on for over 3 years and documented in this forum for coming up to 3 years . I`m on 100Mb/s .

Still waiting for a reply to previous posts and a reply to a pm . 

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