Having problems today with my Virgin Broadband, can anyone help pleasee

katies_mum

I live in PR8 area and have checked with Virgin and there are no problems in this area!! All day the internet has been on and off (more off than on) and when its on its really slow and sometimes won`t load, I can`t even get on certain of my favourite sites.

I have rebooted they sytem about 10 times in the hope it will sort itself out.
I have reset my router etc etc. I rang Virgin who have said there is no fault with modem but they won`t do any tests or anything to help me as I have a router and unless I carry computer downstairs and connect it to router its basically tuff!!

The computer says the network connection is V good and it is connected and its 54 Mbps - its a linksys router which I have had for 18m with no problems

The other box says I am connected to the access point but the internet cannot be found!

Please does anyone know what all this means, is it the broadband - could it be the router - is there anything I can do?

With grateful thanks as I feel like banging my head against a brick wall.

Mr_Yoda

I had the exact same problem the other day. It would connect ok (sometimes) and then suddenly lose connection to the servers. Two angry phonecalls to New Delhi and it still wasn't sorted.

In the end I think the problem was at my end. I bought a new ethernet cable and that seemed to do the trick. Don't know why it would make a difference but it appeared to.

If you are that fed up phone the cancellations line and see if they can send you a replacement modem just in case it's the modem. I know it's not the cancellations team that usually deal with this, however it's the only department I know that are based in a UK call centre (hence no language difficulty over the telephone).

aliEnRIK

Do you have their phone package? If so dial 151 Goto broadband Tell them ALL you want to know is, is there a problem with the broadband
Dont let them go about trying 'this' and 'that' cos they can pull the information up no problem. (Just because it doesnt SAY theres a fault in the area doesnt mean there, ISNT one) If alls fine then its going to be something at your end Obvious ones are check the cable connections and we can take from there (EVERYTHING that enters your house)

***ONLY phone them WHEN theres a problem***

katies_mum

Thanks for replies - everything seems ok today. Managed to get very frustrated with the whole thing yesterday - I felt sure it was Virgin but they said no it was my router (I did all the checks on that and it seemed fine) they had problems in PR2 and 5 we are PR8 not sure how close that is but ..
6 months ago it was my modem and they replaced it, but the guy I spoke to yesterday wasn`t prepared to do anything as my computer isn`t plugged directly into the modem! Virgin gave me the money to buy the router as part of my retention deal 18m ago!! Fingers crossed its back to normal.

Do you happen to know a number for the cancellation line without going thru 150, would be handy to keep. (the numbers I had from 18m ago have changed).

Many thanks for taking the time to reply to me.

aliEnRIK

Ive been given a number for (what seems to be) 'complaints'
These guys seem to get things done
0845 045 1064

mediacoach

Going through the same problems in London E18 today and yesterday. Some websites accessible (BBC, EBay, this one), some not (Twitter, LinkedIn). Customer support delivered me the usual "Your modem is working, I suggest you take all your computers to a computer repair shop to have the settings checked".

Hope it clears up soon.