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

jem16

krissycontagious wrote: »

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

It was suggested that leaving your wireless network wide open may be causing other people to piggy-back off your connection.

However as we have since tested the cable modem directly to the PC it is not that.

You have joined the Virgin community forums although support are not officially monitoring this until 22nd March. Have you posted there yet?

I also suggested you post on the cable forum - have you done this yet?

Krissy306

i joined up yes but not psoted yet as i dontknow what to say,

hi theres a fault with my virgin broadband.

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jem16

krissycontagious wrote: »

i joined up yes but not psoted yet as i dontknow what to say,

hi theres a fault with my virgin broadband.

That's a good start!

How about;

Can someone please help me out. I have a 10Mb connection and I am getting speeds of 0.38Mb when I run a speedtest at https://www.speedtest.net. This speedtest was done whilst directly connected to the cable modem.

NonGeographicalMan

So in conclusion the broadband speed here is horrendously slow and only either Virgin's wiring or Virgin's NTL branded cable modem can apparently be at fault. However just to make a sure it might be a good idea to connect another computer in the household directly to the cable modem and see if it also gets the same atrocious speeds from www.speedtest.net We can then be absolutely certain that nothing odd on Krissy's own computer setup (hardware or software wise) is causing these very low speed problems.

If that is the case Virgin can then be called with confidence knowing that they will have to solve the problem but cannot charge for solving it as the fault lies with their equipment.

Perhaps the OP's dad could be further reassured if Virgin's terms and conditions for them providing engineer service and it being clear they do not charge for a repair if the fault is on their equipment can be put in front of him. The OP's father may have the situation confused with Sky where after the first year the equipment (dish, wiring, box etc) is all given to the customer by Sky who then absolve themselves of all maintenance responsibility and charge an engineer call out fee for fixing problems on equipment more than one year old (unless you are upgrading to a more expensive Sky service like HD at the same time).

NonGeographicalMan

Virgin Media's Code of Practice for its cable service can be found at:-

http://allyours.virginmedia.com/pdf/code_of_practice.pdf

Section 5.2 on Repair and Maintenance reads as follows:-

5.2 Repair and Maintenance

Virgin Media carries out preventative and corrective maintenance over its networks and services. Our aim is to minimise inconvenience and correct faults through remote diagnostic tools used at our Fault Management Centre and/or with other technical support centres.

We have a number of customer education and self help options for our services, and we recommend all customers use these facilities before reporting a fault to the Fault Management Centre.
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Digital TV "Information and Help" screens within our interactive service. This provides information on packs and prices, contact numbers and troubleshooting tips.
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A broadband self care site is where customers can upgrade to additional services (e.g. faster speed, or advanced web space) and amend account details (e.g. e-mail aliases, NIC MAC registration).
Aug ‘09
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A help site where customers can access help and troubleshooting information (e.g. how to set-up their dial-up or broadband connections) as well as other related information (e.g. on firewalls and other non-supported products or services).
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Free access to service status information for broadband users, either through the service status site or by calling a freephone number for up-to-date information on any issues affecting service.
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We actively monitor services and advise of any faults through the product status line. This is provided as an option, before speaking to a Fault Management Centre agent to report a fault. It details service issues for all products that are being worked on.
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We do not repair TV sets, telephone handsets or computer equipment connected to our services. If an engineer visits a customer’s home and the problem is identified as customer-owned equipment, Virgin Media, at its discretion, may charge for the expense incurred.

Virgin Media People Identification
All staff that visit customers’ premises carry official company identification which should be clearly displayed. Customers should request to be shown this identification if it is not immediately visible before allowing anyone into their premises.

Ceasing Service
Customers are able to cease their service with us at any time in accordance with the terms and conditions of their contract by contacting Customer Care. A customer initially contracts with Virgin Media for a minimum period of time, usually 12 months, after which time we normally require 30 days notification of any cessation of service.

The underlined section above does not sound all that positive but in effect is a guarantee that if you have traced the slow speed as existing at the Virgin cable modem itself and not as being due to some rogue malware on your own computer and/or some kind of local wifi interference or fault with your own wireless router then you as the customer are not liable for the cost of Virgin coming out to fix the fault. The customer is only liable when the fault is in their equipment. When the fault is in Virgin's cables and equipment (including its cable modem) then Virgin is liable for the cost of undertaking the visit and the repairs.

Krissy306

thankyou all so much! posted.

it is too short and sweet but ill wait and see if someone replies

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/problems-with-internet-been-on-going-for-a-long-time-need-to-get/td-p/30745

NonGeographicalMan

krissycontagious wrote: »

thankyou all so much! posted.

it is too short and sweet but ill wait and see if someone replies

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/problems-with-internet-been-on-going-for-a-long-time-need-to-get/td-p/30745

I notice that something seems to have gone wrong with your post of the speedtest.net results links over there.

However hopefully your post there will lead to what I think is the only likely solution of a Virgin engineer coming to visit your home and track down the problem in due course.

jem16

krissycontagious wrote: »

thankyou all so much! posted.

it is too short and sweet but ill wait and see if someone replies

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/problems-with-internet-been-on-going-for-a-long-time-need-to-get/td-p/30745

You have the relevant info in it. Let us know if you get anywhere.

Meanwhile I would still try to get your Dad to phone.

jem16

Ok Sephiroth has answered your post on the Virgin forums - he's a regular on the cable forum I told you about and seems to know what he's talking about.

Are you able to follow what he's telling you to do?

p1tse

without reading it all, have you changed from Virgin.