Virgin Media Broadband Faults

JAYMARSH2005

I have posted a message before but thought it would be better to start a thread.
From the 1st of July you will be charged 25p per min plus a 10p connection fee for Virgin Media Faults
These calls can take upto half an hour and more than likely will not resolve the fault
This will cost on average £8.00 for the call for the 30min duration and that is not acceptable.
I now have a broadband expert from virgin who I can contact free of charge to resolve all problems, please dont contact the number and post on this thread and I will resolve the issue for you. I have a direct line to him that wont cost me but I cant post it on the forum, Area location is all I will need and the status of the broadband fault. I have a direct reply going to my email when somebody posts on this thread so all problems will be resolved pronto. Dont give virgin money for problems that they are causing.

BexTech

As VM are switching to an 090x number, there are certain rules they can't break.

Two are:

1) The call can not be put on hold or in a queue
2) The call can't last more than 20 mins.


This means that when you ring, the call will either ring out until a human is available to answer the call, or you will get the busy tone if no one is available. If the number is still ringing out the system will drop the call after 3 minutes, you will have to hang up and redial, as you haven't been connected you are charged.

Once connected if the call is likely to last more than 20 mins, then the support staff have to tell you this and will have to hang up and they will call you back.


(This doesn't mean I like the idea of them charging, I've let it known this past week or so in their newsgroups, but have to post the details above to clear things up a little).

matt_hanson

Hope you will be able to help.

My son lives in Abingdon (OX14) in Oxford and has had the basic 1MB Virgin Broadband for about 5 months. Until Friday it has been working OK albeit seems to have got very slow in the last few weeks. He normally connects his laptop through a Netgear Modem/Router but has tried with a direct connection via the etheret cable. Since Friday the laptop reports that he is connected but he cannot access the intenet or emails.

He tried ringing virgin support on the 0906 number today but the guy did not have a clue and started talking about dial up sttings, so he gave up.

He has not made any changes to any programs or hardware so I dont think the problem is at his end.

He has tried pinging a couple of sites bbc.co.uk and bt.com but got no responses.

Any help you can give would be gratefully accepted.

JAYMARSH2005

No falts are showing up in abingdon, there is a nationwide fault, that has effecting issues with POP3 Mail, Web mail and Selfcare, timing out when trying to access them. The engineers are investigating this issue and hope to resolve this issue shortly. There is alos a nationwide fault with the 20 meg braodband, this is not just effecting 20 meg but all broadband which is causing slow browsing, this has an expected fix date of 25/26 June.

With the internet not working at all then unplug modem/router from the mains, power off the laptop and disconnect the cables, leave for 2 mins, plug cables back into computer, then power on the modem/router, see what lights are flashing on the modem, When the power and ready lights stay on constant turn on the Computer, The sync light should then go on constant and recieve and ethernet should flash/flicker. Then try connecting to the internet.

Also if you do have to call V.M call them free on 151 from virgin phone as you can still get through to texh support until the 1st July free so you dont have to use the 0906 number till then.

JAYMARSH2005

Also another thing to try if still no joy is to open network connections and disable then enable the internet connection he uses, if when opening internet explorer you still get the this page can not be displayed page then click on
Diagnose connection problem as this wil then check the internet status (This feature is on Windows Xp) I'm not sure about other operating Systems.

Edwards999

Hi there

I joined up with virgin broadband and got the engineer round to put my modem in last Saturday. After he left I set up my account and everything worked fine on Sat and Sun. When I got in from a hard days work yesterday I logged on the internet, happy that I am back online after 3 months without any internet at home. After about 30 minutes, roughly at 7pm, In Sunderland(North East England), I tried to load another webpage and the page did not load. Since then my modem(cable one) has had the ethernet light shining true, suggesting that there is no problem with my PC, but the SYNC and READY lights have been flashing, the usual being:
1. the ready one is not flashing or lit up at all and the sync is flashing
or
2. the sync light is lit up and the ready light is flashing

I am unable to use the internet at all at either of these stages, yet in network connections my PC informs me that I am indeed connected to the internet...

Im actually quite stumped. Tried ringing virgin but gave up after 10 mins on hold so I try posting this from work

JAYMARSH2005

Edwards999 wrote: »

Hi there

I joined up with virgin broadband and got the engineer round to put my modem in last Saturday. After he left I set up my account and everything worked fine on Sat and Sun. When I got in from a hard days work yesterday I logged on the internet, happy that I am back online after 3 months without any internet at home. After about 30 minutes, roughly at 7pm, In Sunderland(North East England), I tried to load another webpage and the page did not load. Since then my modem(cable one) has had the ethernet light shining true, suggesting that there is no problem with my PC, but the SYNC and READY lights have been flashing, the usual being:
1. the ready one is not flashing or lit up at all and the sync is flashing
or
2. the sync light is lit up and the ready light is flashing

I am unable to use the internet at all at either of these stages, yet in network connections my PC informs me that I am indeed connected to the internet...

Im actually quite stumped. Tried ringing virgin but gave up after 10 mins on hold so I try posting this from work

The sync and ready lights should stay constant, are you going through a router or direct from modem ? I f you are going through router power off the modem at the mains, connect the pc directly to the modem via ethernet, power off the p.c. Power on the modem and wait 30 seconds then power on the p.c. If still no joy open network connections, disable the network you are using and then enable it again, if there is an option to repair then do this aswell.

Edwards999

No router, im just plugged ethernet into the modem virgin gave me, the lights were both on for 2 1/2 days after i set it up then as I was surfing the connection just died! I tried disabling and enabling and repairing and it didnt work, had my PC and the modem turned off then back on at seperate times then together and it still did the same either 1 flashing and 1 off, or one on and the other flashing

JAYMARSH2005

It sounds like there is a fault at virgins end regarding the modem, if you try giving them a call on 151 again and before they start the whole speel of turning the computer off etc, just but in and just tell them the light are flashing,they will send signals down the modem and can diagnose the fault from there, if you are on hold for ages p.m me your address and I will email my friend.

JAYMARSH2005

Edwards999 wrote: »

No router, im just plugged ethernet into the modem virgin gave me, the lights were both on for 2 1/2 days after i set it up then as I was surfing the connection just died! I tried disabling and enabling and repairing and it didnt work, had my PC and the modem turned off then back on at seperate times then together and it still did the same either 1 flashing and 1 off, or one on and the other flashing

I've just a call off my mate, he said to try this

click 'start' then 'run' and type this in:

cmd

Then in the dos box type this:

netsh int reset all

After that go to the control panel > network connections, right click on local area network and make sure the tcp/ip properties of that connection are set to "obtain ip address automatically"

And see what it does then.

Edwards999

ok ill give it a try and let you know if it works, dont get home for 4 hours though :whistle: