I need help with this. I call the main line for support and it says an issue is ongoing, however I recieve no updates via text or any other means. It says an engineer is working on the issue, this was 3 DAYS ago. I used to fix things like this, I now believe I'm being messed with.
I called them again at 14:11pm for 11:30 seconds calltime. (That was amazing!) On the call, I was told it would be resolved tomorrow at 9am. They never gave any useful information in terms of actual progress or actions being taken, which very likely means it was them making time.
Shortly after 14:48pm, I get a call that someone has reconfigured my link remotly with my router offline. They did ask me to reset my router (reset to factory default), I didn't need to do that as it would clear my settings that I've configured. The only other issue with this call than the factory reset was, the person said what is your password and what is your email address to confirm my identity.
Firstly, never give anyone your password, even if you called them or your email for that matter. Get them to ask you what the first letter of your password is, then the fifth letter and maybe the forth. Never any more than that as you may aswell give them your password. Also, giving out your email address to anyone could be damaging if they even have basic information on you. Could be used to gather more private information.
Turned my router on. I tested my speeds at it was back at 200Mbps. ( Details Shown below)
08/11/2019 15:16:49 GMT 66050310 Auth Success - Web login successful. 08/11/2019 15:16:41 GMT 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface 08/11/2019 14:51:23 GMT 68010302 DHCP WAN IP 08/11/2019 14:50:18 GMT 68000407 TOD established Time Not Established Time Not Established 84000510 Downstream Locked Successfully 08/11/2019 10:28:26 GMT 66050310 Auth Success - Web login successful.
I know Virgin's technicians are busy; they are likely being rushed around and are working to short timescales. I don't blame them at all.
I love them, as they fix issues as soon as they see them.
The problem must be that Virgin Media doesn't have the best sysem for detecting and fixing issue on their networks:
- Don't you have a monitoring system to see ours networks? You should, as SME have them.
- Can't you see error counters or faults as they appear? Then automatically group them; so you can more efficiently resolve the issue? You should, as SME have them.
Simple issues, are simple issue. Your policies are what slow the resolutions down, the amount of information people can access is sometime limited for security reasons, I get it.
Something stops you from have a specific group of people deal with the easy issues on repeat. As it would likely resolve 70% of any technical issue that occur. Most of the others are layer 8 and hardware/cable faults.
I might be biased to some degree and I don't have the answers or have the intelligence to understand exactly what goes on.
I've fixed network path issues and resolved router, switch, core network issues and a lot of them don't take a lot of time if you understand what your working with. They take a clear knowledge of a specific problem and then you repeat the process.
A lot of faults can be resolved at the local cabinets so most of the time there is no need for a home visit. The email address yes, but I think they were asking for your password you setup on the account and not the email password to prove who you are.
I dont work for VirginMedia all opinions are my own. 39 years in IT.