virgin prob

missmental

Hi,

We're having serious problems with virgin broadband internet connection. wondered if anyone can help.
For past week, connection has been poor ~ on & off. impossible to download video's photo's off web etc. Seems very slow.
Have called help line ( not that i think it should be called that!). they asked me to check it wasn't our wireless signal, which it isn't.
Have tried calling them again today. Got very frustrated. couldn't get on web to carry out certain tests they wanted like ; speedtest.net. Have now done that, test shows speed ok but ping ??? whatever that is was grade F : very poor.
Does anyone know what that means please? i have no idea, if virgin are sorting this out or not! We have a commmunication difficulty!
Rang the cancellation line to threaten to cancel after 10 years as loyal customer for tv internet and phone. Said unless it's sorted i will cancel tomorrow.
Please help me someone out there?!
Cheers, MM.

buglawton

Patient plugging away at their helpdesk does work eventually. They can inspect a log of how often your router was down. Cable is much more reliable and easier to service than adsl (phone line type) anyway.

One time I persuaded Virgin to simply fit a new cable modem to replace a 4 year old one and all problems went away. Another time a new router paid for by me fixed all.

macman

You do not give enough info.
VM cable or Virgin National ADSL? The possible issue and solution is different for each.
What happens when you connect by ethernet instead of using the wireless connection?
Before you start blaming VM and shouting 'cancellation', you need to check your own side of things.

missmental

macman wrote: »

You do not give enough info.
VM cable or Virgin National ADSL? The possible issue and solution is different for each.
What happens when you connect by ethernet instead of using the wireless connection?
Before you start blaming VM and shouting 'cancellation', you need to check your own side of things.

Actually I have checked my side of things. We are with virgin media hard wired (cable).
When plug ethernet cable direct into laptop from modem, still does not work.
If customer service dept actually were not based half way around the globe it might help! not my problem, I speak english.
Thankyou. MM

buglawton

Your modem could still be faulty; quickest way to check is try a new one.

But also ask your neighbours if they are experiencing disconnections. Another time I was getting very similar issues, I found so were the neighbours. Several nearby households complained and eventually Virgin sorted the street box.

missmental

buglawton,

Thanks for your comment.

Yes my sister lives about 200 feet from my house. She has had same problem. She too is having great difficulty relaying the problem to customer services.

It's the poor customer service and lack of understanding that I am finding incredibly frustrating.

I will keep trying. MM

DCFC79

When i had slow internet and internet cutting out i called up the help line during the day and i got through to a guy over here who asked me to do various tasks and he said "oh i see your still on the old modem, could you confirm for me the modem your on", so i said its the webstar and he said ah i see the problem, the webstar isnt suitable for the connection(modem is old) but the new 1 i will dispatch for you is better. Problems have gone. What color modem do you and your sister have ? is there anyway u could speak to the techs during the day

jjscotman

Virgin Media have call centres in India but also in Scotland. As I recently encountered a few problems after moving home and getting cable broadband set up in my new place I've had to phone them several times in last few weeks.

Most times the calls handled by India were relatively unsuccessful and the calls handled by Scotland were relatively successful.

Try phoning the call centres in late afternoon or early evening UK time when time difference means it's more likely you will get your call answered by a guy from Scotland.

But remember our Scottish accents also sometimes pose communication difficulties !!

a4601666

Virgin has national problem with the broadband service right now. Please be patient and check this link occasionally.
national.virginmedia.com/service-announcements/status

I'm with Virgin 3 years already and this is the first time they have these issues for longer than a few hours. It's 1 or 2 weeks already, but I'm sure they are working on it.

ratts

i had a problem with my broadband too earlier in the year....
it kept on dropping out and took ages to reconnect...

the first phone call i made to virgin i got someone in india, they checked some settings there end and said my power level was to low and they sent an engineer out,he came next day and boosted the power from outside.
this didnt work and phoned again,and again got someone in india and really couldnt understand what she was saying but i think she did some checks her end which didnt work.

i then made a 3rd call and got through to a person over here...woohoo lol

he made some checks and told me it was an area problem and it shoud be sorted by the next day, he then said he will refund 2 weeks loss of service,which he did

and from the next day it never dropped out again....

so keep calling virgin untill you get someone over here and you will get it sorted......

Pikeyp

Official Tech support can be found here ... http://community.virginmedia.com/ ..

There's another usefull forum here .. http://www.cableforum.co.uk/board/ .. a few techs hang around here who might be able to help