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

NonGeographicalMan

krissycontagious wrote: »

i did a full virus test on norton and Malwarebytes

I think Virgin are just trying to fob you off and save themselves the cost of an engineer visit. Everything about the fault sounds like it is connected with the actual wiring of the broadband connection having some kind of issue somewhere along the line.

jem16

NonGeographicalMan wrote: »

I don't see why Virgin suggest this other than out of typical customer service ignorance or the tendency to give a stock reply to any customer reported problem of a certain kind.

I have to say it's an unusual response from Level 2 support that monitor the newsgroups. I think in this case the guy has picked up on the TCP and UDP responses and missed the obvious.

I believe the modem itself is synced with Virgin's equipment at a very low speed. This is not symptomatic of spyware but symptomatic of poor line quality with poor cable joints or other interference on the line.

The cable modem does not sync in the same way as an ADSL modem. The cable modem stats will always show 10Mb (if that's the correct package) but speed test/downloads could be very different.

jem16

NonGeographicalMan wrote: »

I think Virgin are just trying to fob you off and save themselves the cost of an engineer visit. Everything about the fault sounds like it is connected with the actual wiring of the broadband connection having some kind of issue somewhere along the line.

i posted on Krissy's newsgroup thread this morning and mentioned the low Downstream SNR level as pointed out by Seph ( thanks to Seph) on the Cable Forum. The response was much more what I would expect from support on newsgroups.

Hi kristina

As jem has advised your downstream SNR is too low and will need
increasing by a service engineer. Can you let me know when in the next
7 days you will be available? Our timeslots Monday to Fridays are
8am-12noon, 12noon-4pm and 4pm-7pm. Saturdays 8am-12noon and 12noon-4pm.

Perhaps Krissy could let us know what happened after the engineer's visit tomorrow?

NonGeographicalMan

jem16 wrote: »

As jem has advised your downstream SNR is too low and will need increasing by a service engineer. Can you let me know when in the next 7 days you will be available? Our timeslots Monday to Fridays are
8am-12noon, 12noon-4pm and 4pm-7pm. Saturdays 8am-12noon and 12noon-4pm.

Well it looks as though the Level 2 approach through the support forum has also cut out the tedious need for account owner password verification usually insisted on by Level 1 support in most companies. So it seems that Dad's involvement in the project to restore acceptable broadband service is hopefully not required.

In my book this is not unreasonable since the household is only asking for the existing services to be delivered by Virgin in accordance with the contract and there is no question of a change being made which involves a change in the financial commitment or indeed confidential data about the account holder revealed to other household members. I would expect password etc based user verification to be insisted on for a request to move to a different package or for cessation of the service.

Fingers crossed that an engineer will now attend and that we will be hearing the reports of much faster Speedtest results in only a few days from now.:j

spike7451

jem16 wrote: »

i posted on Krissy's newsgroup thread this morning and mentioned the low Downstream SNR level as pointed out by Seph ( thanks to Seph) on the Cable Forum. The response was much more what I would expect from support on newsgroups.

Hi kristina

As jem has advised your downstream SNR is too low and will need
increasing by a service engineer . Can you let me know when in the next
7 days you will be available? Our timeslots Monday to Fridays are
8am-12noon, 12noon-4pm and 4pm-7pm. Saturdays 8am-12noon and 12noon-4pm.

Perhaps Krissy could let us know what happened after the engineer's visit tomorrow?

As I said earlier...a Forward/Return Path problem...The's probably a attenuator or equaliser jellybean in the set up or the wrong Tap & Port at the cab.

jem16

Krissy if you're on here before the engineer's visit I'd ask the the engineer if he can replace you very old modem with a new one.

Krissy306

ive been in hopsital ill and have to go back soon. my mother was in when he came he fixed it and appantly as soon as he walked in he was shocked at our modem and replaced it with a very nice little blackbox. very very chuffed. and it wouldnt have happend without you guys support. i cant thankyou enough for how find some people are in the uk.

i will i could some how replay you all.

youv made me so happy i cant explain. thankyou all so much for your continual support and guidence.

big big shoout out to DAVE and JEM

NonGeographicalMan

krissycontagious wrote: »

he was shocked at our modem and replaced it with a very nice little blackbox

I thought that old NTL cable modem might be part of the problem, although I suspect the engineer may have fixed other stuff out in the street cabinet or whatever too.

Sorry to hear that you have been unwell and had to go to hospital but whenever you get a chance to run a Speedtest both in the normal way and/or while directly connected to the modem it would be very interesting to hear what results you are now getting.

neasie

please be wary of plusnet, recently took a broadband package with them, only for it to go down two days ago , when i phoned to report fault i was told it could be as much as 7 days before being rectified, i said that really was'nt good enough to be told by their rep ' what do you expect for £4.99 a month'. will be moving provider asap:(

krissycontagious wrote: »

please help we are a family of 2 teenagers one 17 one 20.

a mum and dad.

urmm.
finally my Dad has decided to get rid of terrible virgin broadband (slow Speed ectt) (expensive)

want it to be cheep, not cost alot setting up/installing.

basicallly me and my sister are constantly online (as teenagers are)
so we need good speed and signal ectt for social networking, downloading, youtube/movie buffering...


please help.

I look forward to reading responses

some details of our virgin packaged:
our router is belkin...
we have a Medium package.

jem16

krissycontagious wrote: »

youv made me so happy i cant explain. thankyou all so much for your continual support and guidence.

big big shoout out to DAVE and JEM

Glad to hear you are all sorted now - your modem was a bit out of the arc.

Sorry to hear you've been ill - hope you're feeling better soon.

As NGM said try and let us have a speedtest sometime.