So I've really not been impressed with Virgin lately, but hopefully this Forum can help turn the tide.
We have been having a persistent issue now for over 6 weeks. The issue started when there was a full day outage on our service, and a second one 2 days later. Since then we have experienced the following:
Pre and Post RS errors in the 1000s per hour. These are occurring in flurries. We experience no problem for 30 mins - a few hours, and then we get 1000s to 10s of 1000s of errors occurring all at once.
This seems to trigger a desyncronisation and the router disconnecting from the network and rebooting and so we get these dropping connection lasting 30s - 2mins at a time.
All of this is confirmed by ThinkBroadband's quality monitor which is showing regular packet losses up to 100% over the day.
What's surprising is that we are in central London
As both my partner and I work from home this is not acceptable, but Virgin can't seem to find a resolution.
I was first told this was a known issue that that it would be resolved quickly. This obviously did not happen.
I called again and was told I needed up buy a repeater from them for £5. I told them I was experiencing these issues on LAN and there was no need for any additional equipment.
I finally got someone who seemed to understand there is a bigger issue, but only when I tried to cancel my contract. They organized for an engineer to come who tested the connection, found a problem with the coax cable and replaced it, but found no issues with the router, setup or between the coax connection and exchange.
When the issue returned later that week, I called again and was told again that the issue was known about and that it would definitely be resolved in 24 hours. The issue persisted.
I again called earlier this week and demanded an engineer be sent. They booked the engineer, but I was told this morning that the engineer would not be visiting as they had already been and found no issues.
I was told that this was probably my fault for having a relatively high usage. I said we had only started experiencing these issues at the outage, and that the pre and post errors would seem to tell a different story, but Virgin insisted that this was the problem but said they would double my bandwidth (100 - 200mbps) and that if this solved the issue I could decide if I wanted to upgrade my service to this level. Obviously this has not happened.
I called again and was told there was a known issue, and I am hoping to book an engineer but have to wait another 24 hours to do so.
Is there anything else that can be done. This is becoming a very serious issue. It has not only taken up hours of my working day, but also means we can not work effectively.
