KT13 Weybridge Virgin Network issue, support denying there is one

[ronjezza]

There have been problems today in KT13, still not 100% working.

Pings timing out.  (See diagnostics below)

The VM status page says everything in KT138EB is fine. But its absolutely not, as many people have been on the local Facebook group complaining of the same problem today.

How do we go about getting someone at Virgin Media to look into the problem properly?

[Tudor]

‘Requests timing out’ is not a problem, it just means the router does not accept ICMP packets. Have you any other problems?

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

[ronjezza]

Thanks for trying to help.   

On the trace route, the missing pings mean it does indeed mean the router in the route to destination does not accept ICMP.

But if you look closely, the missing responses are on the constant ping and its timing out to the Hers (which I presume is Hersham) POP.

There really was an issue, but it seems to have been resolved as this morning its back to normal.

Its frustrating that you can't get good network support from a network company, but I guess they have a bank of call centre people dealing with LAN side issues that many customers confuse with VM issues. They need a way to distinguish between granny with a Wi-Fi issue, and customers who know the WAN side has a problem and to look into things properly.  Why they can't get a way of decent diagnostics between the Superhubs and their core network is also beyond me - its all their own kit!.

[ronjezza]

The problem has re-occurred today.

I rang that area faults line, who says there is a "complex problem".

But the status page  (of course) shows all green, no issues. This is the frustration. No consistency. No confidence. No transparency.

Facebook has lots of people complaining/frustrating, but nobody at VM able to provide any real information.

[antg]

Exactly the same here for me in Weybridge. Went down on Tuesday afternoon, came back yesterday for a few hours and gone again this morning. Spoken to support 3 times, said it was an issue in the area and I’d be messaged when fixed. 

Got that message 1.5hrs ago to say it’s now fixed but nothing has changed.

[John_GS]

Hi all,

Thanks for posting and welcome to the community.

My apologies for the broadband issue - I've checked the system and there's no issues showing. 

I do hope everything is resolved for you but please come back to us if you're experiencing issues.

Best wishes,