Virgin Media Broadband Faults

SallyD

Where are my emails? Whenever I ring I am told very politely some customers are experiencing problems with Mailzone - Jaymarsh, can you help me. N6 Highgate, North London.

SallyD

oooophs, forgot to say over a week now.

SallyD

Sorry, put my cry for help on the wrong thread. I am with Telewest/Virgin but emails through Onetel............its Onetel that is the problem.

Edwards999

Ok, if you skip back to the first page you can read about my problem. This is still happening every day, broadband up for 5 mins then down for an hour or so, up for a day then down for a weekend. I had the 'engineer' out and told him about my problem, he just shrugged his shoulders and said that it was 'happening generally in the north east area over the past 6 months', not that they told me that when i signed up or mention it anywhere on their service status page??? So basically he did nothing and I am stuck with this crappy service. Any advice?

Edwards999

Also if anyone can help with these questions i'd appreciate it:

Can I get another provider with a virgin phone line?

Is it possible/would it help to switch me to ADSL rather than cable broadband?

peter999

Edwards999 wrote: »

Ok, if you skip back to the first page you can read about my problem. This is still happening every day, broadband up for 5 mins then down for an hour or so, up for a day then down for a weekend. I had the 'engineer' out and told him about my problem, he just shrugged his shoulders and said that it was 'happening generally in the north east area over the past 6 months', not that they told me that when i signed up or mention it anywhere on their service status page??? So basically he did nothing and I am stuck with this crappy service. Any advice?

Ramp up the pressure.

Keep complaining, keep calling out the engineers.
Keep record of your calls, visits etc.

Each time you speak to a real engineer who has a clue you may find out what real problerm is in your area. If it's a network system/congestion problem some engineers cannot solve & tell you what you want to hear or some other rubbish that doesn't put company down to tick off your appointment & get out the door.

peter999

buglawton

I had similar symptoms (cable broadband on old NTL now Virgin). NTL was able to interrogate my modem which keeps stats on up & downtime it proved my case. I asked them to replace my modem as it was 3 years old anyway. Once done, it has been stable ever since.

The one other major reason we had for outages in the past was the receive/send level settings being out of limits at the local street network box. NTL were able to see the problem while visiting and adjusted it in the street, this also produced a fix.

Edwards999

I should add that the engineer was not the least bit apologetic, did not seem to know what the problem was, did not give me an indication whether they were doing anything to fix it and gave no timescales for a solution...DO NOT GET VIRGIN BROADBAND

BexTech

Edwards999 wrote: »

Also if anyone can help with these questions i'd appreciate it:

Can I get another provider with a virgin phone line?

Is it possible/would it help to switch me to ADSL rather than cable broadband?

With a cable phone line you can't get ADSL so unless you have a BT line you won't be able to use another broadband ISP.

Cable broadband doesn't use the phone line, it uses co-ax from the cabinet in the street and is separate to the phone, hence you can have cable broadband without a phone line.

Red_Panda_2

I had a fault last week, we had no internet from midday Thursday, waited till 6 when my other half got home to check he had not done anything to his pc and then started the great process of reporting the fault.

After 45 mins on hold to the cust call centre they gave me the 090 number to call. I could not get through as I have premium calls barred.
Another 45 mins on hold to a completly useless agent they basically said tough and I would not be able to report the fault!!!

Arghhhhhh how do you report a fault when you have premium rate calls barred? BT said it would take 5 days to take the bar off. Luckily I work for a Telecoms company who set me up with a BT overide number so I could call them and work will bill me for the call. What about others who have prs barred.

My next call to them was to request a MAC.

DO NOT BOTHER WITH VIRGIN!