We're after a new internet provider!!! (broadband)

Krissy306

dave_dph

Support is soon to be offered through the online forums, see here:

http://community.virginmedia.com/

Register and then post into the Fibre Optic Broadband (cable), still might be easier than phoning. Support do pick up some issues at the moment, but as the newsgroups are finishing later this month, support will be provided through the forums.

Krissy306

i have made an account i think i agree thats a better way of asking for help as i am able to get that to work

jem16

krissycontagious wrote: »

i have made an account i think i agree thats a better way of asking for help as i am able to get that to work

Have you had any success in getting an engineer booked though?

Krissy306

no the fathers at work

NonGeographicalMan

krissycontagious wrote: »

no the fathers at work

This thread is like some long running drama series on tv. I'm hooked now and waiting to hear the final outcome.

I must say its really weird that you have Virgin Cable when your phone line service is on an exchange so small that no LLU provider (TalkTalk, Sky Be/O2 etc) even considers it worth installing their own equipment in it. I live in a Surrey village with an exchange serving 1900 homes (pretty large for the countryside as the neighbouring exchange only serves 250 homes) but we still have no LLU operators and no Cable. The nearest Virgin cable to here is in the three surrounding towns with populations of 10,000 20,000 and 50,000 people respectively. So why did Virgin cable up such an apparently out of the way place here? I was thinking all along that the OP must actually have Virgin ADSL broadband and not Virgin Cable as those sorts of dreadful speeds are nothing very unusual on Virgin ADSL at peak times. However when I saw the photo of the NTL cable box I knew it really was a Virgin cable home.

Dad seems to be a bit of a problem here as he's at home so little that the truly dreadful broadband speeds don't affect him. Can't you perhaps tell him to book an appointment in his diary to deal with a vital family business matter instead of a customer for a change. Also what about Mum. Is there no possibility Virgin are also authorised to deal with her too? Or can't Virgin work with Krissy herself directly to fix the problem if dad authorises them to as she seems to be over 18 and is also the household user who is most affected and most incentivised to get the problem fully resolved? I expect if Mum used the internet as much as Chrissy and her brother does that it would no doubt have had to be dealt with by Dad as a top priority matter long ago.

If Dad is so very busy then surely he can at least provide the rest of you with his username or password for his Virgin account and if they insist on talking to someone of the same gender as him then what about your brother. Or don't Virgin have a way to contact them on a mobile phone during working hours your dad could use or must it only be from the home cable phone itself. Or surely your dad has online billing and account management with Virgin and can log a fault there, even at midnight or 5am?. I would imagine that Virgin are happy for any adult in the home to answer the front door to their engineer when he calls round?

Does Dad only send out emails and never use the internet proper at home? I find it odd than an electrician has been prepared to put up with such a poor service when he must spend all day ensuring other people have reliable electrical services in their homes.

Can't Krissy and her brother form a coalition or something and refuse to speak to Dad any more until he makes getting Virgin in to deal with the issue his number one priority.

I'm looking forward to reading the next exciting instalment in this long running saga......

Krissy306

NonGeographicalMan wrote: »

I must say its really weird that you have Virgin Cable when your phone line service is on an exchange so small that no LLU provider (TalkTalk, Sky Be/O2 etc) even considers it worth installing their own equipment in it. I live in a Surrey village with an exchange serving 1900 homes (pretty large for the countryside as the neighbouring exchange only serves 250 homes) but we still have no LLU operators and no Cable. The nearest Virgin cable to here is in the three surrounding towns with populations of 10,000 20,000 and 50,000 people respectively. So why did Virgin cable up such an apparently out of the way place here? I was thinking all along that the OP must actually have Virgin ADSL broadband and not Virgin Cable as those sorts of dreadful speeds are nothing very unusual on Virgin ADSL at peak times. However when I saw the photo of the NTL cable box I knew it really was a Virgin cable home.

Dad seems to be a bit of a problem here as he's at home so little that the truly dreadful broadband speeds don't affect him. Can't you perhaps tell him to book an appointment in his diary to deal with a vital family business matter instead of a customer for a change. Also what about Mum. Is there no possibility Virgin are also authorised to deal with her too? Or can't Virgin work with Krissy herself directly to fix the problem if dad authorises them to as she seems to be over 18 and is also the household user who is most affected and most incentivised to get the problem fully resolved? I expect if Mum used the internet as much as Chrissy and her brother does that it would no doubt have had to be dealt with by Dad as a top priority matter long ago.

If Dad is so very busy then surely he can at least provide the rest of you with his username or password for his Virgin account and if they insist on talking to someone of the same gender as him then what about your brother. Or don't Virgin have a way to contact them on a mobile phone during working hours your dad could use or must it only be from the home cable phone itself. Or surely your dad has online billing and account management with Virgin and can log a fault there, even at midnight or 5am?. I would imagine that Virgin are happy for any adult in the home to answer the front door to their engineer when he calls round?

Does Dad only send out emails and never use the internet proper at home? I find it odd than an electrician has been prepared to put up with such a poor service when he must spend all day ensuring other people have reliable electrical services in their homes.

Can't Krissy and her brother form a coalition or something and refuse to speak to Dad any more until he makes getting Virgin in to deal with the issue his number one priority.
QUOTE]

our phone is also with virgin,
i dont have a brother i have a sister.
i am 17 not 18 and am not the one paying for this service so cannot solve it my dad would have to call and comfirm his identity.
Dad does find the internet anoying as when hes home hes checking emails and looking for stuff on ebay.

i Did get dad sat down a few weeks ago when i started this thread after hed told me he had time to get it sorted and we sat and looked at other packages, next day everyone on this thread was saying there was a fault with ours and we didint need to cahnge packages. i tihnk that anoyed him as i keep telling him differnt solutions;
sinse then his car has broken down and he seems to have put that on the top of the priority list.

i tihnk the best bet for me is to write a set of idiot intructions on the number to call and what to say

but thats the thing we dont know what the problem is. its a problem in the house we know that.

think im gunna look for our details and cal lthem myself and at least try it

NonGeographicalMan

krissycontagious wrote: »

since then his car has broken down and he seems to have put that on the top of the priority list.

i tihnk the best bet for me is to write a set of idiot intructions on the number to call and what to say

I'm sure he must know perfectly well how to ask a company to send an engineer to call round. The issue is probably with his fear that he may be landed with a bill of a hundred pounds or something if they can prove that the problem is with the wiring in your house and not in their cables in the street or their equipment at the exchange.

With that in mind you say:-

but thats the thing we dont know what the problem is. its a problem in the house we know that.

So why do you feel that the problem is definitely in the house? Is that something that Virgin have previously claimed? And if so why did Virgin claim that?

You seem to have done the test to prove the cable modem itself is getting a poor sync speed so I would then defer to others familiar with Cable installations on how cable broadband works compared to ADSL broadband. If it was ADSL broadband I would ask you to connect the modem or modem router to the BT master socket and check what speed you get there after removing the face plate. If you were still getting a slow speed there with nothing else connected to the master socket then it would have to be BT's fault and you couldn't be charged for them to investigate (unless possibly it was a fault with the modem itself or the cable from the modem to the socket which could only be ruled out by substituting a second modem known not to be faulty) . But is there such an equivalent master socket to plug in to on a Virgin Cable installation?

That is what I don't know and may be others who do know can help you with. If your Dad has wired other phone extensions or extended the co-ax cable that runs to the cable modem from that which was installed by Virgin then I suppose this may have cause the problem with the slow speed. But your dad should know whether or not he has done that. May be he does know he has messed around with the phone socket or Virgin's master coax cable in ways they may find fault with and that is why he is now reluctant to get them in to solve the problem?

P.S. I think you made a mistake in the close quotes statement in the previous post so hence why my words have all run together with yours.

P.P.S. Can't you keep texting your Dad about this three times a day or whatever till he finally decides to do something. Its clear that you are not being unreasonable by being upset about only getting 1% of the broadband speed that your father is actually paying for.

Krissy306

So why do you feel that the problem is definitely in the house? Is that something that Virgin have previously claimed? And if so why did Virgin claim that?

BECAUSE SOMEONE ON HERE SAID IT WAS??? if i recall correctly??? maybe wrong

You seem to have done the test to prove the cable modem itself is getting a poor sync speed so I would then defer to others familiar with Cable installations on how cable broadband works compared to ADSL broadband. If it was ADSL broadband I would ask you to connect the modem or modem router to the BT master socket and check what speed you get there after removing the face plate. If you were still getting a slow speed there with nothing else connected to the master socket then it would have to be BT's fault and you couldn't be charged for them to investigate. But is there such an equivalent master socket to plug in to on a Virgin Cable installation?

That is what I don't know and may be others who do know can help you with. If your Dad has wired other phone extensions or extended the co-ax cable that runs to the cable modem from that which was installed by Virgin then I suppose this may have cause the problem with the slow speed. But your dad should know whether or not he has done that. May be he does know he has messed around with the phone socket or Virgin's master coax cable in ways they may find fault with and that is why he is now reluctant to get them in to solve the problem?

no i know that wont be true as they came and fit it all years ago when we first got the internet, and hes never done anytihng with it as liek i said hes never in to do anytihng around the house

P.S. I think you made a mistake in the close quotes statement in the previous post so hence why my words have all run together with yours

jem16

NonGeographicalMan wrote: »

I'm sure he must know perfectly well how to ask a company to send an engineer to call round. The issue is probably with his fear that he may be landed with a bill of a hundred pounds or something if they can prove that the problem is with the wiring in your house and not in their cables in the street or their equipment at the exchange.

That doesn't apply to cable installations. The Virgin cable goes directly into the cable modem - there is no wiring in the house that Virgin is not responsible for. (unless of course the dog chewed it )

But is there such an equivalent master socket to plug in to on a Virgin Cable installation?

There is no other place to plug a cable modem into other than the Virgin cable itself.

If your Dad has wired other phone extensions

The phone does not matter in the case of a Virgin cable modem.

or extended the co-ax cable that runs to the cable modem from that which was installed by Virgin

That's always a possibility but I don't think it would cause this issue.