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ILuvNips
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Broadband Fault

Had a Virgin Engineer out yesterday to supposedly fix an issue, not reported by me and after he's left I'm down to 1Mb down and around 0.5Mb upload. I spoke to him whilst he was "fixing" things, he said that somebody had logged a slow downloads issue which he was investigating.

Have to admit I am sick of engineers meddling with the cabinet, moving things around to resolve somebodies issue to then leave messing up other users.

Why does this happen and is it allowed to happen? My internet was up and down all day yesterday while he "investigated", why is he messing with other connections and don't get me started on trying to call to lodge an issue. Seems like Virgin are still hiding behind COVID-19 as an excuse to not talk to their customers.

I know the SP on Admins and that they eventually get to you but if an Admin has a few seconds spare could they please help 🙂

My BQM  

[MOD TITLE EDIT: Inappropriate language removed, please review the Forum Guidelines]

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


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MikeRobbo
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Alessandro Volta
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Message 2 of 6
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Re: Broadband Fault

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Re: Broadband Fault

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
ILuvNips
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Re: Broadband Fault

Mike,

Thanks for the reply, I've checked all of that, restarted the router as well for good measure.

Finally managed to speak to Tech Support, there is an area wide fault which has a completion date of next Friday.

Also compensation is only due if there is a complete outage of the service for greater than 48 hours!

Also spoke to cancellations who were very unhelpful, my contract is till 4 June 2020 so if I cancel I'll have to pay a £185.16 early termination charge. The unhelpful lady also mentioned that I have to give Virgin 30 days to fix an issue before they'd look at waiving this charge. I told her that I've called previously, she found my previous call on 19/10/2020 but said that as the notes claimed to have fixed the issue that there was nothing that she could do.

So now having flip-flopped between Tech Support and the Cancellation Dept I'm now back on hold waiting for a techie to query what they thought they did to fix the issues report on 19/10/2020 as they did nothing apart from remotely restart the router. She also refused to push this query to their Techies on my behalf as supposedly the systems are different so I'll just need to sit at the back of the hold queue.

Am now really wishing that I hadn't renewed back in June based upon my past experience of how faults and issues are dealt with. I'm a paying customer but when a fault develops that doesn't seem to matter or count for nothing at all!

Just waiting for the techie and see what words of wisdom he imparts!

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


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ILuvNips
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Re: Broadband Fault

Just seen the mod edit, apologies didn't realise I used inappropriate language.

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


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ILuvNips
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Re: Broadband Fault

So this week the internet has been pretty terrible, randomly an engineer would arrive and think it’s just fine to kill it during the day!

To cap it all even though my contract doesn’t end until June this month my monthly price has gone up, no idea why it’s just randomly gone up as I’m pretty sure I signed up to renew for a year, so I need to speak to CS to query this, will be 2 hours of my life I’ll never get back 😀

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


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