Virgin Media Broadband Faults

zero2007

Since saturday morning my broadband connection stays up for about a 2 minutes if i am lucky before the modem rests itself.

The ready light starts flashing then it reboots and goes through the start up sequence
I have tried the connection on my main pc and a laptop connected directly to the modem. i have check the status line and nothing is reported in my area Southampton (so15)
It could be some to do with the Ntl box at the end of the road being knocked over by a car a month or two ago but its been fine up to now.

I don't want to phone the fault line as i only have a mobile as my main phone is voip and i haven't go a clue what it will cost on the mobile

JAYMARSH2005 could you ask your mate to report this for me.

Many thanks.
Zero2007

nubianhustler

I had the same problem before, you have to install the ethernet connection by using the resource cd that came withe the laptop if you got one if not call up the manufacture and they will help you with the process.

zero2007

nubianhustler wrote: »

I had the same problem before, you have to install the ethernet connection by using the resource cd that came withe the laptop if you got one if not call up the manufacture and they will help you with the process.

Thanks but i am running an ethernet connection and have had had no problems in the past its now been over 48 Hrs and the modem keeps resetting even if i have nothing plugged into it.

The only way i can get on these forums is by connecting to my neighbours wireless network .

Its got to be a fault with virgin, looks like i will have to ring the 0906 number:mad::mad:

BexTech

zero2007 wrote: »

Thanks but i am running an ethernet connection and have had had no problems in the past its now been over 48 Hrs and the modem keeps resetting even if i have nothing plugged into it.

The only way i can get on these forums is by connecting to my neighbours wireless network .

Its got to be a fault with virgin, looks like i will have to ring the 0906 number:mad::mad:

Have you tried contacting them via their webform Broadband Customer Support?


If your neighbour is also NTL, have you tried posting the problem on virginmedia.feedback newsgroup ?

They might be able to help. Unfortunately at the moment support isn't unified yet, xBlueyonder customers get support newsgroups, they haven't brough xNTL into line yet.

nubianhustler

use this number its freephone 0800730399

BexTech

nubianhustler wrote: »

use this number its freephone 0800730399

0800 073 0399 is the correct number, you missed off a 0 after 0800.

I have often used this number.

However this is the number that points the the usual Cable 150 / 151 or the 0845 number. This you can use for faults for phone and TV, but since 1 July, they will no longer put you through to broadband faults.

All users with broadband faults have to call the 090x number.

You can use the broadband fault webform.

If you are xBlueyonder you can use the blueyonder.support.access.hispeed for broadband faults, they have groups for TV, phone and other services. Excellent support, but no good if you can't get internet access.

xNTL have never had support via newsgroups and Virgin are still in the process of unifying the service, as it's eBY staff who provide the newsgroup support, they are having to train up on the xNTL side, train up new staff and also allow either side to access each others systems.

zero2007

I have just phoned the 0906 number using a free virgin sim i had with the £5 credit, only to go through the usual rubbish with an Indian chap who i could hardly understand.
After he tested the connection a few times he said they would book an engineer to come out on friday afternoon.

So i am going to be without broadband/voip phones for nearly a week :mad:. if i had a bt line coming into the house i would change provider.

Has anyone go a link to the broadband fault webform ?

BexTech

http://contact.virginmedia.com

If you scroll down you will see a contact broadband webform.

penniesforme

my internet connection dies on me EVERY 2 WEEKS, on average. this month alone i have spent about 17 pounds for calls to the 0906 number.

the problem is always the same. my pc will always send packets, but is unable to receive any packets. each time, i will repeat the same process over and over:

1) turn the cable modem off for 30 seconds,and disconnect the cable, then turn it on again.
2) check the LAN and WAN connectivity.
3) try to run ipconfig
4) repeat steps 1-3, while tearing some hair off.
5) give up and call NTL/Virgin support.

each time, the connection will be magically restored after they 'test' it from their end. (after about 5 pounds in phone calls). each time, i will get thru to some indian call centre, where the assistants will proceed to speak in thick indian accent, taking the first 20 seconds to read out some declaration about the call charges. (to milk more money out). will then be told to repeat the steps i did above, and after 2 tries, they will try to 'test' my connection. the connection will always be magically restored after the test.

i did sign up with virgin because of the low cost (10 quid a month), but now, about 5 months into the contract, i am beginning to feel that it averages to about 20 quid a month instead. (10 quid connection and 10 quid in blooming call costs).

BexTech

They can't hold you to the 12 month contract if they aren't supply you the the service as it should be.