on 30-06-2012 19:47
So my house has 2 accounts a 30mb line and 100mb line, both went down yesterday morning at the same time and I've asked around here and everyone else who is on VM is having the same issue. I tried to check the service status page to see if there was a known fault but the page is down, has been for a while I'm told (typical) I called yesterday evening cause issues like this normally resolve themselves in a few hours, the guy had no clue about any faults, took me through the standard reset your modem nonsense, despite me telling him it was affecting different people in different houses and was more widespread than my modem. He then told me I needed an engineer, but he couldn't book one cause his system was erroring (again typical) He eventually came back after keeping me on hold for an age and told me that he'd been told there was indeed a fault in my area (HP3) and that he would raise a ticket and it'd be fixed within 24 hours.
So basically just want to know what's going on and what the current ETA is on a fix.
on 01-07-2012 04:09
on 01-07-2012 10:10
It's odd - I've had conversations with 150 before like this. The pattern always seems to go:
150. Have you tried connecting using a wired connection?
Me. It wouldn't make a difference - the modem itself is reporting a fault connecting to the cable network, please can you check for area issues
150. Please sir, try it anyway. There is no prpoblem in your area
150. Please reboot your computer into safe mode
Me. It wouldn't make a difference - the modem itself is reporting a fault connecting to the cable network
150. Please sir, try it anyway
150. I've have just had confirmation from our system that there is a fault in your area, it should be fixed in 24 hours.
Me. Thank you - do you have a fault reference?
If the fault is still present after 24 hours and you call again the conversation goes as follows:
Me: I cannot connect - my modem is showing (whatever error it is). I called yesterday and was told there was a fault in the area. Can you tell me if it has been resolved.
150. I cannot see any known faults in your area. Can you try connecting with a wired connection instead????
The last time I had a problem (a week ago) I didn't even bother to call 150 - it's just not worth it. I presonally don't believe they have access to the required systems to check SNRs and power levels etc, so aside from booking an engineer to visit your property I don't think there is anything they can actually do to help.
I'm guessing the reality is that faults affecting more than a few users are spotted by Virgin's monitoring equipment and engineers are dispatched to fix the fault anyway - the call centre staff in India are trained / given scripts to deal with typical simple PC faults and to provide reassuring answers (e.g. known fault, already been worked on, I'm not even sure if they can see the fault database at all!!!!). Problems that are customer specific, e.g. issues with your specific tap or modem equipment don't get automatically spotted, so won't be resolved unless you call 150 and convince them to send an engineer, or post on the forum here.
Posting on this forum seems to get a reasonable technical response to the issue, but it's a very slow way of doing it, so if your fault is one that comes and goes then by the same somebody looks at it then it may well be working again.
I think I'd prefer a system closer to BTs - i.e. it's easy to request an engineer to visit the propeprty to check - often the next day (without the patronising questions) - if the fault turns out to be your own equipment / wiring then they charge you £75 (or similar), if the fault is with the BT equipment it gets fixed quickly and your not charged.
on 01-07-2012 13:45
on 01-07-2012 20:22
on 02-07-2012 21:09
i have had the exact same conversation, all i do is agree i have rebooted into safe mode or changed my wired connection to er..... hold on it is wired already lmao some call center staff are just a waste of space! i actually believe when they put you on hold they are not checking for problems on the virgin network.... they are actually reading from a set of rules and explainations to use when they come bck to you lol another give away is they dont even know what type or model of modem you have!
on 12-07-2012 13:50
on 12-07-2012 18:18
Cant find account.... dodgy modem perhaps lol
on 18-07-2012 10:45
The modem is fine, I posted the message from my phone. Interestingly I thought it would have been obvious to VM that I was either using a phone or someone elses internet to post since the whole thread was kinda sorta about how I had no internet =P