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Parki79
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Message 131 of 164
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Re: Going For Gold.... Internet connection barely usable - Fault ref F002896495 - WN3

Even the Virgin staff must think this situation is out of control. How much longer do they think people will put with this nonsense. The whole review dates system just doesn't make any sense. When this gets pushed back there won't even be a reason as to why. There has to be some explanation of the failings over the years as there has to be an issue somewhere.



I am in a Virgin Over Utilised Area - F003476231 - Never Ending Fault.
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ian-c
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Message 132 of 164
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Re: Going For Gold.... Internet connection barely usable - Fault ref F002896495 - WN3


@rogerthat123 wrote:

Any update OP?

 As a fellow once-frustrated customer, my deepest sympathies go out for you.


Yes.... I have just been informed by PM that the review date is now pushed back to 28/12/16
This will be Fault ref F002896495's third Christmas 

------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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ian-c
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Message 133 of 164
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Re: Going For Gold.... Internet connection barely usable - Fault ref F002896495 - WN3

And today I am informed by PM.....

Hey,

Just a quick message to update you in regards to the ongoing issues with your broadband connection. The current fault F002896495 recently saw some work completed, which has switched your connection to a new cable. Unfortunately, this hasn't been enough to completely resolve the issues, the investigation is ongoing under reference F004952644 and has a new review date of 22/02/2017.

Apologies for the delays, we'll update you again around the new review date.

Kind regards

So F002896495 becomes F004952644.  I thought the latest boosts to speeds during the evenings were too good to be true.

I trust that the loss of service credit will be re-applied to my bill. My latest bill dated 23/12/16 does not show the credit.

 

 

------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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ian-c
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Message 134 of 164
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Fault ref F002896495 - WN3 becomes F004952644

We can't run a test for you right now
Unfortunately, we can only run a diagnostics test up to three times a day for each of our customers.
You've now run a test three times today. Please try again tomorrow

That isn't much help to a customer whose internet isnt working
------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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Parki79
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Message 135 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644

To be fair you wouldn't need any if it was actually working. It's like them saying how long are you going to keep asking for tests? Well erm until it's fixed



I am in a Virgin Over Utilised Area - F003476231 - Never Ending Fault.
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ian-c
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Message 136 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644

I just rang 150 and they KNOW about the fault. Its complex and engineers are working hard to fix it.

Unfortunately the status page still says no known faults even though its been down now for over two and a half hours
------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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ian-c
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Message 137 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644

At last... the internet connection returns.

Just to be clear, the above three posts were relating to a total loss of connectivity for a total of five hours. I was using my phone for updates and got posts crossed with another thread.

------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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ian-c
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Message 138 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644 - WN3

The current fault F002896495 recently saw some work completed, which has switched my connection to a new cable. Unfortunately, this hasn't been enough to completely resolve the issues, the investigation is ongoing under reference F004952644 and has a new review date of 22/02/2017.

I now have a private message from the (anonymous) mods asking me to verify who I am before applying credits !!
I fully understand you have to do your security stuff .... But what ANNOYS me is the fact that this suggests that YOUV'E STILL NOT FIXED THE ISSUE !!

It is now 23/02/2017.... can I have the latest update please for F004952644.

------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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ian-c
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Message 139 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644 - WN3

Updated via a PM....

I'm just dropping you a quick message to update you in regards to the ongoing issues with your broadband connection. The current fault F004952644 has a review date of 08/03/17.

Just to clarify this is a review date and not a fix date. The review date is when the teams involved with the network upgrades evaluate the work that's been carried out to assess if further improvements are required.

Whilst I am thankful and appreciative of each and every update, the fact that this 'ongoing issue' has been 'ongoing' since March 2014 and had no fewer than twelve plus review dates, I am fully aware of the difference between a review and a fix date and therefore no clarification is needed.

Given the length of time this situation has persisted if I was given a fix date I would likely refuse to believe it.

------------------------------------------------------------
Customer since June 1994
I am in an OVER UTILISED VIRGIN MEDIA AREA
Contention reference "F002896495", - poor speeds of 0.3Mbps to 4Mbps every evening. Ongoing since March 2014.
After some network upgrading, fault reference became F004952644 with some improvement to evening speeds.
18 review dates. Last review February 2019
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Forum Team (Retired) Heather_J
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Message 140 of 164
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Re: Fault ref F002896495 - WN3 becomes F004952644 - WN3

Hello ian-c,

Thanks for getting in touch 🙂

I completely appreciate how frustrating this fault is and I wish I could give you better news.

We're giving you all the info we've got about the fault and as soon as the ticket is reviewed we will check again.

Sincere apologies for the on-going inconvenience.

Take care.

Heather_J

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