Virgin Media again
Discussion
Cable is more down than up.. ongoing 4/6 weeks now and it's not my fire wall or wifi cocking it either as they reckon
After spending God knows how many hours talking to inept dickheads over the last 72hrs at various
call locations..some are in Wales
Bollox to em ..their customer service is appalling,they have bounced me off the pillar and post so much that my head aches.
Customer services/tech/accounts all departments are bloody waste my of time.
Funny thing is after much pressure from me they agreed to change my password..I didn't know it anyway as the account was set up by my son when he was 16 some 8 years ago.. I smell identity fraud there
But I pay the bloody monthly bill FFS by DD.
So where next?.. I'm not much interested with the TV or the telephone thing package
All I ask for is some reliable fast connection that doesn't conk out 5/6 times a day
Any suggestions?
After spending God knows how many hours talking to inept dickheads over the last 72hrs at various
call locations..some are in Wales
Bollox to em ..their customer service is appalling,they have bounced me off the pillar and post so much that my head aches.
Customer services/tech/accounts all departments are bloody waste my of time.
Funny thing is after much pressure from me they agreed to change my password..I didn't know it anyway as the account was set up by my son when he was 16 some 8 years ago.. I smell identity fraud there
But I pay the bloody monthly bill FFS by DD.
So where next?.. I'm not much interested with the TV or the telephone thing package
All I ask for is some reliable fast connection that doesn't conk out 5/6 times a day
Any suggestions?
www.thinkbroadband.com/speedtest/results/id/117700429272750624106.html
www.merula.net, give them my regards, got a similar username on the above site
www.merula.net, give them my regards, got a similar username on the above site
Are you STB or modem?
If STB is it under a shelf or enclosed somewhere? If so drag it out, dust it off and unplug it. Let it cool off and don't put it back when you power it up (a good solid 10min). We had massive issues with BOTH the Samsung and Pace STB's keeling over due to overheating as the MIL decided to bury the damn thing somewhere tidy.
If it's an actual cable modem, again make sure it's well ventilated and try swapping the coax lead over. When your net konks out take a look at the modem. There should be lights on the front one of which is 'Sync' if this is flashing/off and indeed anything other than solid green/orange (depends on your model of modem) it's an NTL/Telewest issue. Probably a loose connection somewhere or a bad bit of wire.
If it's solid green then whilst it could be the modem is fried (it happens) you should look to your own equipment for issues, try replacing the patch lead between the modem and WiFi AP. If your using some form of router it should have (hopefully) logging functions, turn them all on and see what happens during an 'outage'.
To eliminate any problems, bolt your computer directly to the modem (reboot it obviously) and surf around... indeed thrash the living crap outta the connection if it remains rock solid and stable you know it's something on your side.
If STB is it under a shelf or enclosed somewhere? If so drag it out, dust it off and unplug it. Let it cool off and don't put it back when you power it up (a good solid 10min). We had massive issues with BOTH the Samsung and Pace STB's keeling over due to overheating as the MIL decided to bury the damn thing somewhere tidy.
If it's an actual cable modem, again make sure it's well ventilated and try swapping the coax lead over. When your net konks out take a look at the modem. There should be lights on the front one of which is 'Sync' if this is flashing/off and indeed anything other than solid green/orange (depends on your model of modem) it's an NTL/Telewest issue. Probably a loose connection somewhere or a bad bit of wire.
If it's solid green then whilst it could be the modem is fried (it happens) you should look to your own equipment for issues, try replacing the patch lead between the modem and WiFi AP. If your using some form of router it should have (hopefully) logging functions, turn them all on and see what happens during an 'outage'.
To eliminate any problems, bolt your computer directly to the modem (reboot it obviously) and surf around... indeed thrash the living crap outta the connection if it remains rock solid and stable you know it's something on your side.
Edited by ThePassenger on Friday 20th April 01:18
First thing to do is to plug your machine directly into the modem - no router or anything. We all know that it's nothing to do with your setup but it's much easier if you can tell the tech support goon that you've eliminated everything your end.
Next thing - what is actually going wrong? Is it random drops ie it works at full speed, then stops completely, then goes full speed again - or is it just very slow? Is there a pattern?
Assuming you've got a CM, go to 192.168.1.100, login as root (password root) and click on Downstream and then Upstream. Check your receive and transmit power levels - downstream should be in the range -6 to 15 and upstream 30 to 50.
Do some ping checks ie open a command prompt and type 'ping -n 25 news.bbc.co.uk' - do this lots, both when it's working and when it's not. You should see response times <100ms and no packet loss.
Armed with this information you can get back to Virgin customer services and convince them that there really is a problem; it took me 5 phone calls and three engineer visits before they sorted me out but we got there in the end. Just don't take no for an answer
Next thing - what is actually going wrong? Is it random drops ie it works at full speed, then stops completely, then goes full speed again - or is it just very slow? Is there a pattern?
Assuming you've got a CM, go to 192.168.1.100, login as root (password root) and click on Downstream and then Upstream. Check your receive and transmit power levels - downstream should be in the range -6 to 15 and upstream 30 to 50.
Do some ping checks ie open a command prompt and type 'ping -n 25 news.bbc.co.uk' - do this lots, both when it's working and when it's not. You should see response times <100ms and no packet loss.
Armed with this information you can get back to Virgin customer services and convince them that there really is a problem; it took me 5 phone calls and three engineer visits before they sorted me out but we got there in the end. Just don't take no for an answer
Thanks for the replies chaps.
It's a cable modem ..and yes it just drops out at any time.
No changes have been made to the router any new bits and pieces added or any software to any parts of the system
It worked then now it doesn't
Al PCs usually left on over night..but not since this problem has come up.
Even then the symptoms are the same...
Power light flashs ..thats it the other three lights dead and zilch.
So I go through the unplug the power wait and reconnect my take 2/3 goes but it fires up again eventually.
All the cables are new BTW.
My conclusion is the modem knackered but they wont have that.... its working fine Sir
I'm getting the engineer in ...which I have to pay for......... and bollox
There you go the bloody thing has just done it again.
It's a cable modem ..and yes it just drops out at any time.
No changes have been made to the router any new bits and pieces added or any software to any parts of the system
It worked then now it doesn't
Al PCs usually left on over night..but not since this problem has come up.
Even then the symptoms are the same...
Power light flashs ..thats it the other three lights dead and zilch.
So I go through the unplug the power wait and reconnect my take 2/3 goes but it fires up again eventually.
All the cables are new BTW.
My conclusion is the modem knackered but they wont have that.... its working fine Sir
I'm getting the engineer in ...which I have to pay for......... and bollox
There you go the bloody thing has just done it again.
billynomates said:
Thanks for the replies chaps.
It's a cable modem ..and yes it just drops out at any time.
No changes have been made to the router any new bits and pieces added or any software to any parts of the system
It worked then now it doesn't
Al PCs usually left on over night..but not since this problem has come up.
Even then the symptoms are the same...
Power light flashs ..thats it the other three lights dead and zilch.
So I go through the unplug the power wait and reconnect my take 2/3 goes but it fires up again eventually.
All the cables are new BTW.
My conclusion is the modem knackered but they wont have that.... its working fine Sir
I'm getting the engineer in ...which I have to pay for......... and bollox
There you go the bloody thing has just done it again.
It's a cable modem ..and yes it just drops out at any time.
No changes have been made to the router any new bits and pieces added or any software to any parts of the system
It worked then now it doesn't
Al PCs usually left on over night..but not since this problem has come up.
Even then the symptoms are the same...
Power light flashs ..thats it the other three lights dead and zilch.
So I go through the unplug the power wait and reconnect my take 2/3 goes but it fires up again eventually.
All the cables are new BTW.
My conclusion is the modem knackered but they wont have that.... its working fine Sir
I'm getting the engineer in ...which I have to pay for......... and bollox
There you go the bloody thing has just done it again.
Yep, everything you've just said points at a fried modem. Hopefully the NTL engineer will just appear and swap.
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