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1 MIN READ Spotted some of our street equipment that's in need of some TLC? We know things can happen, and we're here to help put things right.Kev_B5 years agoCommunity Manager (Retired)235KViews119likes40CommentsOrphan Email accounts
Introduction This information applies to all four Virgin Media Email domains. virgin.net virginmedia.com blueyonder.co.uk ntlworld.com Customers are increasingly coming on the Forum's after having email accounts locked/deleted. This post looks at one of the reasons for this. Although it's not the only one. While the majority of customers have been virgin.net email users. This can and does affect all the domains listed above. Disclaimer I am not a Virgin Employee, any opinions in this post are entirely my own, however I will endeavour to separate out my opinions where appropriate. All information posted as factual is based on my personal understanding of Virgin's email system, some of which is supported by information gained from staff on these Fora. Entitlement to use of Virgin Media's Email service. To be able to use Virgin Media's email service a customer must have an active internet account with Virgin Media. Past and current internet connection methods were: Dial up - there were a number of services, the virgin.net service was a joint venture between the Virgin Group and ntl/telewest. To keep a dial up account and it's associated email addresses active it was necessary to dial in to the service at least once every 180 days. This service closed in 2013. Any email access SHOULD have been lost naturally once the dial up service closed. ADSL - Users who were had a BT line and were not in a cabled area used to be able to connect to Virgin Media internet via an ADSL modem. However Virgin Media sold this service to TalkTalk in 2015. All users were advised at time of transfer that their email access would cease 12 months after transfer. That 12 months expired last June. Cable Internet - This is the ONLY current method of getting internet from Virgin Media. If a customer leaves then email access SHOULD cease after 90 days. Orphan Accounts Sadly some email accounts have remained open long after the cut off dates these are termed orphan accounts. However just because you still have access to these accounts, it doesn't mean that using them is a good idea. The terms and conditions clearly state that while the service is free, you must have an active internet account with Virgin Media in order to be entitled to use of any of the additional services they supply. This means that users continuing to rely on these addresses as their main point of contact risk losing access to the email service at any time WITHOUT WARNING, as Virgin Media can and do clean up these accounts. Caveats This does mean that some users will find themselves in an awkward position. Imagine the following scenarios. User of a dial up or ADSL service who went on to get a cable account. Let's assume for a moment that I signed up to "Free internet access" with virgin.net's dial up service. I then later went on to get a blueyonder account, but continued to use the virgin.net address Once I reached the cut off date to keep the virgin.net account active then the address should have closed. If it didn't and I carried on using it, then the virgin.net would be an orphan address as it's not attached to my active broadband account. In such a situation it's possible for Virgin Media to attempt to attach the virgin.net addresses to my active account. BUT in doing so they would wipe any and all other addresses on that account. It's sadly not possible to keep the addresses from both accounts. Returning Cable customers Assume I left Virgin Media, and then came back at a later point, if a new account is created then unless the old addresses were linked to the new account from the outset. The old addresses would become orphan accounts. Again in this situation Virgin media can do a move and transfer which would move the old addresses to the new account, but again this would be at the expense of any addresses currently linked to the new account. So it is possible to have an active broadband account, but still have an old email address locked. I don't have Virgin Broadband, can someone get me access to my mails? While Virgin Media's support teams have assisted former customers in the past. They now appear to be focusing on current customers, who after all have a reasonable expectation of support in this situation. This means that if you no longer have an active internet account Virgin Media are unlikely to offer any further support. Can't I just pay for email access? Sadly no, Virgin Media do not have a billing option for email only accounts, it is provided gratis to existing customers only. Virgin say that they can give me access if I sign up for a broadband account, surely that's blackmail? It's not blackmail, it's the unfortunate reality of how Virgin Media's system works, if an account is not tied to an active broadband account then it is at risk of removal. I have an account can I get access to my email? If you have a current broadband account then Virgin Media can ATTEMPT to link the old email address to your account if you so wish. As explained above, this would result in any email addresses currently linked to the account being deleted though. This is affecting my business, I want compensation! I've seen people bemoaning a detrimental effect to their business, so I wanted to add my PERSONAL thoughts here. I'm not a lawyer myself so I would recommend people seek proper legal advice in such a situation, however when we sign up for our accounts we all tick the box to say we've read and accept the terms and conditions. Whether we've read them or not makes little difference. Virgin Media's email service is provided as a service to residential customers. It is forbidden to use a Virgin Media email service for business use. To add to this because the service is geared at residential customers, there are no SLA's with regard to uptime. There are also other considerations, most advice is that no business should rely on a free email address when conducting business. It's far better to invest in your own domain, and either host email yourself or use a professional business orientated email host. Final thoughts. In this day and age it's probably not best to use an ISP provided email address as a main contact address. There are many free email services that cater for residential customers. Also if you know someone who is using a Virgin Media email and does not have broadband with them, please recommend to them that they get another address ASAP. Timravenstar688 years agoVery Insightful Person84KViews86likes0CommentsGetting a better Wireless Network Signal
Seeing so many posts about Good, Bad & ugly Wifi, I thought I would post some suggestions for people out there. There are definitely good, midrange & poor routers with quite variable performance wifi. Never expect a mass market product to be the best performer. If you want that, then pay for it. Number one problem is simply so many households getting online in our wonderfully small country ! Therefore we all see loads of neighbours' wifi all the time. Number two problem is many people try to find some "less used channel" and manually config their wifi in an attempt to compete for RF space ! Consequently we end up with wifi channels all over the place. 802.11 works on the principle that nearby access points should be using channels 1,6 & 11, ideally with Auto-Mode for channel selection. This way each device intelligently finds bandwidth for your data. To avoid collisions, 802.11 wireless devices use a listen before speaking approach when accessing the wireless medium. Specifically, devices perform a Clear Channel Assessment (CCA) by listening to see if another device is actively transmitting on the channel before attempting to send its own frames. When a device detects another transmission in progress, it will perform a random back-off for a short period of time after which it would perform another check before attempting to transmit again. If the channel is clear after a check, the device can access the channel and send some data. When neighbouring households start doing this, the "in between" channels get used, BUT your access point cannot see these transmissions as data, but see them as RF interference. . . . so your Wifi no longer negotiates correctly and you lose performance. Example of Bad Wifi channel usage: Good Wifi channel usage: Same arguments apply to 5Ghz wifi, but at least up there we have more spectrum available, and access points don't transmit as far !! Always try to put your main AP in the centre of your building. It's ok to add repeaters, but stick to the same RF channels, so they can negotiate properly. At the end of the day, if you get all your neighbours together and agree to stick with 1, 6, & 11 channel usage, then everybody's wifi will improve. Lastly, I know some people will disagree with all this, but that's life !! Search the inter web and learn.pete_at_home9 years agoSuperfast79KViews68likes0CommentsUNDERSTANDING KEY ASPECTS OF WiFi
UNDERSTANDING KEY ASPECTS OF WiFi WiFi is a somewhat notorious, though essential commodity. In many cases, when its behaviour does not meet the user’s perception of the claims made by the ISP (e.g. Virgin Media), the blame is quickly heaped on the ISP’s router (e.g. Superhub 2/2ac, Hub 3.0). Disregarding the obsolete Superhub 1, the Virgin Media hubs are constructed and certified to the WiFi Alliance standard. This means, that apart from faulty devices, they broadcast WiFi signals as powerfully as any other router operating to the same standard (e.g. ‘N’, ‘AC’). With that out of the way, we can look at what affects WiFi signal strength. First, we need to consider how signal strength is measured (dBm). Then we can consider at what signal strength things can be done on the Internet over WiFi. SIGNAL STRENGTH EXPLAINED Fairly obviously, signal strength (power) must be ultimately measured in Watts. Given that a toaster, for example, consumes 2kw (kiloWatts), WiFi power levels need to be harmless and are prescribed in each country by regulation. In the UK, the maximum permitted transmit power expressed in mW (milliWatts) is: 2.4 GHz band 100 mW 5 GHz band ch 36 - 64 200 mw (these are designated as ‘indoors’ channels) 5 GHz band ch 104-140 1000 mw Commonly available signal strength measurement apps (e.g. inSSIDer) express power on the Bel logarithmic scale. In the WiFi case, the measurement unit is dBm (deciBel relative to the milliWatt). A key number to note is that 0.0001 mW = -40 dBm. In scientific notation 1.00E-04 mW = -40 dBm. Conversely, 1.0 mW = 0 dBm. dBm is not a linear scale; it is logarithmic. Without going into the mathematics, this is illustrated by the following simple table: 3 dB gain +3 dB Double signal strength 3 dB loss -3 dB Half signal strength 10 dB gain +10 dB 10x more signal strength 10 dB loss -10 dB 1/10 of signal strength Below is a table generated in Excel that takes us closer to understanding what measurement apps such as inSSIDer report. dBm -100 -90 -80 -70 -60 -50 -40 -30 -20 -10 -3 0 W 1.00E-13 1.00E-12 1.00E-11 1.00E-10 1.00E-09 1.00E-08 1.00E-07 1.00E-06 1.00E-05 1.00E-04 5.01E-04 1.00E-03 mW 1.00E-10 1.00E-09 1.00E-08 1.00E-07 1.00E-06 1.00E-05 1.00E-04 1.00E-03 1.00E-02 1.00E-01 5.01E-01 1.00E+00 Next, we’ll consider at what signal strength things can be done on the Internet over WiFi. SIGNIFICANCE OF TRANSMIT POWER LEVELS Most users of inSSIDer or similar analysis tools will have seen the dBm readings. They will also know that as distance increases from the hub, or as walls intervene, the WiFi power falls (to a larger negative value). So, how far can you go and what can you do with your signal level? We’ll deal with “how far you can go” in the next section. Below is a table showing the signal/power levels and what you can expect to do in those circumstances. Signal strength What you can do Required for -25 dBm The highest power level that you are likely to see right up close to the hub. Anything -30 dBm Maybe 2m from the hub in the same room direct line of sight. Anything -40 dBm In the same typical home room either at furthest separation or with an intervening non-water absorbant or metal object. VOIP; Video conference; video streaming; real time programs -50 dBm In a room directly above the hub, or in an adjacent room with non-water absorbant walls. VOIP; Video conference; video streaming; real time programs -67 dBm Minimum power level for response time sensitive applications. VOIP; Video conference; video streaming; real time programs -70 dBm Minimum power level for reliable packet delivery. Email; browsing -80 dBm Minimum power level for browsing connectivity but with risk of packet loss. Not much -90 dBm The noise level will drown any packet data. Nothing AROUND THE HOUSE The table below describes how common/household materials can affect the WiFi power level. Acknowledgement is made to physics.stackexchange.com. Material 2.4GHz attenuation 5GHz attenuation Interior Drywall/plasterboard 3-4 dB 3-5 dB Wooden hollow door 3-4 dB 6-7 dB Brick /Concrete/Breeze Block Wall 6-18 dB 10-30 dB Glass/Window 2-3 dB 6-8 dB Double-pane coated glass 13 dB 20 dB Steel door 13-19 dB 25-32 dB Ceiling/Floor combination 6-8 dB 6-10 dB Now let’s examine a theoretical house. In the next diagram, A is the equivalent of a concrete wall; B is the ceiling/floor made of plasterboard & wood; C is a plasterboard wall. The diagram is reasonably self-explanatory (acknowledgement to zen.co.uk). However, there are points of note that should make sense to some frustrated home users. Room 1 signal strength in the 2.4GHz band, if the hub is not placed behind a TV, is unlikely to fall below -45 dBm. Room 2 signal strength in the 2.4GHz band at device (a) in the furthest position away from Room 1 is likely not to be better than -70 dBm depending on the exact wall material (5GHz band -75 dBm). If device (a) is moved close to wall A, signal strength of -65 dBm could be expected (5GHz band -70 dBm). In the 5GHz band, Room 3 explains exactly what this document is really about. If the wireless signal in the 2.4GHz band to device (b) has to pass through wall A (as well as floor B), then WiFi will be barely usable if at all. The wireless signal to device (c) in Room3, not having to pass through concrete wall A, would have perfectly usable WiFi. Room 4 signal strength in the 2.4GHz band will be high in the -50 to -55 dBm range (5GHz band -55 to -60 dBm). CONCLUSION Without knowing the foregoing information, the WiFi user might well be tempted to blame the hub for their WiFi woes. The signal strength at the WiFi client is the most important driver for satisfactory WiFi. END.Sephiroth7 years agoAlessandro Volta37KViews59likes0CommentsHub status data - understanding network log messages
N Warning: Long, dull, a bit technical. N Having needed to repeat myself a few times, I thought I'd share my understanding of what you might find in a Hub 3's network log when things go wrong, and what it means. First of all, this post is based on my own reading around DOCSIS cable technology, all is public domain, and is not information supplied or endorsed by Virgin Media. Whilst I have some experience working on computer systems, I am only an interested amateur here, I have no technical training in this area, there are considerable simplifications I have chosen to make, and the possibility of error where I may simply be wrong. If you do know better, feel free to correct me, but then you could have written all of this first. Most of what follows apples to the Hub 4 and earlier Superhubs, but may have slightly different terminology. In understanding what follows, you need to know that your hub communicates by converting all digital communication up or down to/from an analogue radio frequency (RF) signal which it communicates via 24 downstream channels and 4 upstream channels through the coax cable to a Cable Modem Termination System (CMTS) that sits at the top of the local coax network. The CMTS converts all the mixed RF analogue signals from the hundreds of customer hubs connected to it back to digital, and pipes this back to VM's internet exit points. In simple terms, your hub is a modem, and the CMTS is a stuffing great multi-user modem, and the hub uses its upstream connection to keep all 28 channels synchronised with the CMTS, at the right frequency and power levels. When your hub starts up, it goes through a process of registration that starts off by looking for a downstream sync signal, then establishing a primary upstream channel, and working out from there which frequencies it can use to connect all 28 required channels, in amongst the signals from hundreds of other hubs on the same cable segment, and several hundred TV channels, and it also needs to establish internet protocol communication with the CMTS and secure an IP address. The hub’s network log is monitoring the broadband connection between the hub’s built in cable modem and the CMTS, it has nothing to do with wifi, which is the wireless network in your house between the hub and your own devices. If you're seeing serious and continuing network log errors, then fiddling with wifi settings, or even buying your own router will not help, and complaining to VM about "wifi not working" will result in people assuming that you do mean the wireless network in your house. On a Hub 3's network log, there will always be a range of error or info messages, often with technical and unhelpful descriptions. The vast majority of DHCP or LAN Login messages and errors can usually be ignored. Some others are self-explanatory, such as messages loosely along the lines "rebooted at user software command", or "downloaded firmware update". Due to the analogue technology that is used by cable, all cable modem connections tend to have some radio frequency noise, and will accumulate errors every so often, and infrequent errors can usually be ignored. So the first thing in judging if there’s a problem is repeated errors with some degree of frequency. In addition to how often these messages turn up, the severity of a problem can sometimes be indicated by conjunction between different error messages, plus evidence from other indicators including power levels, modulation levels, SNR data and upstream timeout counts, as well as external fault checkers like a Thinkbroadband BQM. It is also important to observe the time stamps on error messages - a cluster of perhaps 5-8 serious errors within a ten minute period is probably down to a single network event, the same errors occurring spread across the day indicates a continuing or repeated problem. Note as well these can be "cascade errors", where the hub initially has a timeout on ranging (see below), can't recover that, then sees one or more channels lost, and eventually ends up needing a full re-registration, creating a string of logged errors that in practice refer to a single event. A few errors when starting up the hub are usually no cause for concern, that's hopefully just the hub rubbing the sleep out of its eyes, and likewise errors caused by electrical disturbance such as mains surges or brownouts will often create errors that are not a cable connection fault. In terms of the error messages you might see, I'll pick out the ones that are moderately common and serious, there are others which are not material, or not featuring here. SYNC Timing Synchronization failure: Broadly speaking the most serious connection failure, where the hub cannot detect the synchronisation data that is transmitted by the CMTS every 20 milliseconds. As a result the hub loses synchronisation with the CMTS, usually all internet connectivity is lost, and the hub has to renegotiate all channels from scratch, taking about 7 minutes to do this. This usually takes as long as, and to a user looks like the modem has spontaneously rebooted. RCS Partial Service: The next most serious common error. This means that the hub is still getting sync signals from the CMTS but has lost communication on one or more of its 28 channels, although the remainder are reporting OK. The hub needs to renegotiate those channels that have dropped. The hub will look as though all is OK, casual internet browsing may be largely unaffected, but any continuous connection internet activity will be dropped out, causing speed or latency problems. Usually the hub can renegotiate the dropped channels, but if it cannot it may revert to a full re-registration with the CMTS, in which case it will again look like a reboot and take 7 minutes. No Ranging Response received - T3 time-out: (and related but less common T2 and T4 timeouts). T3 timeouts are more common than RCS Partial Service, often similar in effect, but be aware most cable connections will see the odd T3 timeout once every few days, and if infrequent they are no cause for concern. A T3 error means the hub has not had a response from the CMTS to its upstream ranging requests that keep everything working at the right frequency and power, often due to upstream RF noise. Of itself a dropped ranging response doesn’t always mean a loss of connection, but if power or frequencies drift then there may be a momentary drop out. Normal response of the hub to “no ranging response” is often an attempt to regain communication by increasing power levels, but if that doesn’t work, then the hub may drop all channels and try to re-register with the CMTS, creating the symptoms seen with RCS Partial Service. As a generalisation T4 timeouts alone are often indicative of downstream problems (although if it is a one off it wouldn't be material), but it’s fairly rare to see multiple T4s. T3 timeouts usually indicate upstream issues, and may be associated with channel loss, dropped modulation or power problems on the 4 upstream channels. Lost MDD Timeout: Refers to loss of system messaging between hub and CMTS, despite how serious that sounds, MDD timeouts are usually of no significance to the user, but sometimes crops up with the other more serious errors. Incorrect time stamp: It is not unusual to see 1970 dates (or ToD error reports) in the log of a hub that’s struggling. Of themselves an incorrect date doesn’t cause the user problems, but what it shows that during registration with the CMTS, the hub isn’t getting the correct network time and date, which is usually another indicator of noise problems. And finally, don’t waste your life monitoring your network log. If you have problems with speed, reliability or latency, that’s when you start looking at the network log.Andrew-G4 years agoAlessandro Volta33KViews42likes17CommentsPOWER LEVELS & SNR: A TECHNICAL PRIMER (updated October 2016)
POWER LEVELS & SNR: TECHNICAL PRIMER (Updated October 2016) PART A - APPLICABLE DOCSIS STANDARDS INTRODUCTION There are no precise numbers for power levels although you can be sure that the numbers offered as optimal here will not be the cause of any problems. This article partially explains how power levels are applied across the different network components. It also suggests that if your power level and connexion are stable, then power levels won't be your problem. Conversely, the article explains what the effects of out-of-range power could be if speeds are poor or the connexion is unstable. The article acknowledges the 50/100/200/300 mbps tiers. There are four parts to this article: PART A: Deals with the EuroDOCSIS standards applicable to VM's Upstream & Downstream service components. PART B: Deals with Upstream transmission and what happens under various circumstances. PART C: Deals with the Downstream and what happens under various circumstances. PART D: Provides a bibliography of learned sources for the data tables in this Primer. Please note – there is no Glossary of Terms. These can and should be looked up on Google! You will find two useful tutorials covering the terms “DOCSIS” and “CMTS” here and here Acknowledgement is given for the contributions made on the VM Forum (in no particular order) by Horseman, Mud_Wizard, James_W (Forum Team), and previously, Ignition, Cabsandy, Apcyberax, Canveyboy & Paultechy. CABLE MODEM NOMINAL SPECS DOCSIS 3 POWER LEVEL STANDARDS (CM-SP-PHYv3.0-I12-150305) VM's DOCSIS 3 network is actually branded EuroDOCSIS (8 MHz downstream bandwidth) and differs from the North American implementation which uses 6 MHz downstream bandwidth. The US system can squeeze 96 channels into the available downstream spectrum whereas EuroDOCSIS supports 72 channels and each transmission unit can carry 33% more payload than DOCSIS. The available spectrum is shared between broadband and TV. This article is concerned only with broadband. You will see the term QAM used in this article. It means Quadrature Amplitude Modulation and is a method of modulating digital signals onto a radio-frequency carrier signal. Further discussion is out of scope. Without making this too complicated EuroDOCSIS sets a power range for a single channel & for a bonded group. The CableLabs specification does not venture beyond 256QAM. For the Downstream, VM uses 256QAM modulation having moved away from 64QAM. The modem MUST be able to accept RF modulated input signals with the characteristics defined in the tables below (though that doesn’t mean that data should be intelligible with levels at the extremes). Downstream Power: Taken from Table B-16 in the DOCSIS 3 spec: dBmv @ 6952 Ksyms/sec Per DS Channel Bonded total power ** DOWNSTREAM 64QAM -17 to +13 dBmv < 33 dBmv DOWNSTREAM 256QAM -13 to +17 dBmv < 33 dBmv ** On the matter of aggregated/bonded downstream power. It's not a case of just adding up the dBmv listed on your 8, 12, 16 or 24 channels. The (logarithmic) dBmv scale is relative to 0dBmv and a +3 dBmv increase in power level doubles the power arriving at the HUB (you can Google all that). Let's say that the power level on a single channel is 0 dBmv. Now let's double that to 2 channels so your aggregate power in dBmv terms is +3 dBmv. Make that 4 channels and it is +6 dBmv. The SuperHub 1 & 2/ac range see a spread of 16 DS channels (each 8 MHz wide) in your set from which you can actually use 8 according to the valid BPI+ key associated with your lease. But all 16 channels hit your HUB. 16= 2^4 so the aggregate downstream power is at least 4 x 3 dBmv = 12 dBmv if the average power is 0 dBmv. A good read on this, by Ron Hranac of Cisco, is to be found here. The Hub 3, depending on how it is configured, tunes 8, 12, 16, 20 or 24 channels from a 24 channel set. On the Superhub range, you will bust the EuroDOCSIS 3.0 downstream limit of 33 dBmv if the average power across all downstream channels reaches 22 dBmv. A clue to this would be that what you see averages c. 22 dBmv. (It's a bit more complicated than that because higher frequencies, if not subject to power equalisation /slope, bring down the average power - but that's not happening now to an extent that affects this article). On the Hub 3, you will bust the EuroDOCSIS 3.0 downstream limit of 33 dBmv if the average power across all downstream channels reaches 20 dBmv. The "busting" scenarios are very rare in practice and would only occur if the local street box amplifier was incorrectly calibrated and you were right next to it. Upstream Power: Taken from Table B-15 in the DOCSIS 3 spec (DOCSIS 2 is used for Upstream) - VM supplies 2 or 3 or 4 x upstream channels according to your contracted upstream speed. VM are also moving to 10:1 ratio so that upstream would be 10% of the downstream headline speed once implemented.: DOCSIS 2 @ 5120 Ksyms/sec Single Channel Locked 2 Channels Locked 3 or 4 Channels Locked UPSTREAM 16QAM +23 to +58 dBmv +23 to 55 dBmv +23 to 52 dBmv UPSTREAM 64QAM +23 to +57 dBmv +23 to 54 dBmv +23 to 51 dBmv DOCSIS 3 ERROR STANDARDS A quick word about “symbols”, the unit into which data is packed. The higher the bit density, the more efficient the data transport is but the more prone it becomes to errors (corruption). The table below shows the packing density currently used in VM’s cable network. Modulation Bits/symbol Notes QPSK (Legacy) 2 Sometimes used for modem registration 16QAM (US) 4 VM is improving their plant so that 64QAM can be the norm 32QAM (US) 5 A noisy 64QAM channel will regress to 32QAM then 16QAM 64QAM (US) 6 This is the VM targeted norm for Upstream modulation 256QAM (DS) 8 This is the highest DS modulation allowed in DOCSIS 3.0 Error correction is a complicated subject including “interleaving” & “codewords”. Suffice it to say that error correction operates on interleaved codewords; each codeword comprises a number of symbols. Commonly known as SNR (Signal to Noise Ratio), CMs MUST perform according to the table below by achieving a downstream Codeword Error Rate (CER) ≤ 9 x 10e-7. Modulation CM Input Power SNR + 3dB 64QAM -17 to + 17 dBmv ≥ 25.5 dB ≥ 28.5 dB 256QAM -13 to -6 dBmv ≥ 34.5 dB ≥ 37.5 dB 256QAM -6 to +17 dBmv ≥ 31.5 dB ≥ 34.5 dB The above SNR values are minima laid down by the EuroDOCSIS 3.0 spec, §B.6.3.3.2.1 based on what leaves the CMTS & arrives at a CM. Headroom MUST be added of at least 3 dB for impairments en route. For VM's DOCSIS 3 modems, which are customised and branded to VM, no formal specs are obtainable. So falling back on the DOCSIS 3 spec is the only available guidance against which problem reports can be judged. .... PART B is in the next post.Sephiroth11 years agoAlessandro Volta148KViews41likes3CommentsLoss of Email - F010762348
Resolved Hi, We are aware that some customers are experiencing issues with their email service and are very sorry for the inconvenience this is causing. Our teams are working flat out to fully restore all emails as soon as possible. ModTeam Update 13/07/23 - This has now been resolved. If you are still having issues, please make your own separate post giving as much detail as possible.489KViews40likes3132CommentsI'm leaving VM after 34 years!
Hello all, The cancellation process wasn't too painful for me, I tried to use the 'chat bot' yesterday but after a 30min wait to speak to a real person I gave up. This morning I phoned 0345 454 1111 and eventually spoke to a lovely lady called Kristina, I think I spoke to her 18 months ago when I went through this song and dance before. Kristina could offer me another deal but this was more costly than I'm currently paying. Unfortunately as VM don't do price matching and CityFibre have given us fibre to the door I don't see the benefit of paying more and receiving less. I know our neighbours have switched and have been delighted with the speed and price. I may yet come back to VM after 12 months, as 'new customers' always get the cracking deals on offer, but my 34 years means nothing! Bye everyone.... at least for now. Spieman012 years agoOn our wavelength12KViews29likes31CommentsBreaking: OFCOM investigating VM over difficulty cancelling VM contracts
Ofcom has today opened an own-initiative investigation into Virgin Media’s compliance with its contract termination and complaints handling/facilitating appropriate access to ADR obligations during 2022/23, following complaints received from consumers. You can help Ofcom in its investigation by letting them know all about your cancellation experience with VM here. None of this will come as a huge surprise to those who have battled with offshore CS, endless retention conversations, abrupt call terminations, and the extraordinary expediency of being required to resort to snail mail to beg for a cancellation. More background here.Cardiffman2822 years agoTrouble shooter25KViews23likes47Comments