Has anyone any ideas on why this is happening? I've had 5 engineers out now and i have another coming tomorrow. i have done my own ping plotter graphs and the errors correspond with the SYNC errors on the Log (network is 1hr out) My neighbor is a virgin customer and his network log mirrors the exact same errors as mine.
as you can imagine this is getting very frustrating now as its been going on for months and the fault hasn't been rectified. I'm having to finish work an hour early to match the time slots and as you can imagine after 5 visits and the one tomorrow the money I'm losing is adding up as well as paying for a service that is pretty much unusable for streaming and online gaming.
Techs have been 5 times now and visited the cabinet.
Apparently they found the fault 2 weeks ago and the fix date would be last Thursday... The fault was still there. I was told by the tech to wait until Monday just to be sure and it's still the same if not worse.
He said there was interference in the line someone and as it's not isolated to my house only it has to be the cabinet?
Okay so the engineer has just been. He changed the levels and added a filter and said monitor it. 5 mins after he left its exactly the same.
I phone up and get told my internet has worked fine for 40 mins. My phone cutting off mid conversation through WiFi calling says otherwise.
We went through the script and he said he'd need to send another engineer out to check. There is no chance of me being able to finish work early again and in all honesty, I don't feel like I should have to for virgin to sort an issue with their service.
So I'm currently on hold to cancel my account.
Apparently this community isn't as helpful as made out.
Thanks for the update about your technician visit - it's certainly not the experience we would expect so soon after the visit and I am sorry that you had the issues again once they had left.
Did you book the return visit as was advised? Anyone over the age of 18 can be home for the visit - it does not need to be you if that's not convenient. We also offer time slots on weekends and evenings if they suit you better.
The guy at customer service said after 3 visits it should have been escalated but I'm guessing it hasn't.
You can send another engineer but the problem I'm having is that apart from 1 who has been 3 times they're all different and won't accept the data I'm providing them. The one on Wednesday was so focussed on it being the levels that were causing it that he wouldn't listen to the symptoms I was having.
I don't want to leave virgin as it's the best I can get in my area. However I had a better connection with sky but the download speed it's shocking from them.