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Post by jdl on Jul 9, 2018 13:05:38 GMT
We've had no internet for over FIVE days!
Anyone else in the same situation?
Shouldn't surprise me with Virgin, but still finding the total lack of customer service/support a shock.
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Post by pedant on Jul 9, 2018 13:33:30 GMT
We've had no internet for over FIVE days! Anyone else in the same situation? Shouldn't surprise me with Virgin, but still finding the total lack of customer service/support a shock. Damn ! Thought I'd paid them for the full month of no service !!  |
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Post by jdh80 on Jul 10, 2018 2:59:55 GMT
We've had no internet for over FIVE days! Anyone else in the same situation? Shouldn't surprise me with Virgin, but still finding the total lack of customer service/support a shock. It's not something that is unique to virgin, the whole telecoms sector is pish poor when it comes to customer service/support especially in the broadband area. Having worked in that sector nothing surprises me. Out of interest when you say no internet access is there any indications on the router as to a connection any lights etc. Also do you have your TV through virgin if so can you access the "on demand" areas. Don't worry i promise not to say turn it off and on again, that drove me insane. |
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Post by daveu on Jul 10, 2018 8:00:22 GMT
We've had no internet for over FIVE days! Anyone else in the same situation? Shouldn't surprise me with Virgin, but still finding the total lack of customer service/support a shock. It's not something that is unique to virgin, the whole telecoms sector is pish poor when it comes to customer service/support especially in the broadband area. Having worked in that sector nothing surprises me. Out of interest when you say no internet access is there any indications on the router as to a connection any lights etc. Also do you have your TV through virgin if so can you access the "on demand" areas. Don't worry i promise not to say turn it off and on again, that drove me insane. Ironically that actually works with my BT router. Sometimes it just hangs, with all the normal lights on and the old favourite of turn it off and on again actually does clear it. |
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Post by tim on Jul 10, 2018 9:35:19 GMT
Surely you mean reboot?  |
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Post by rollingstone on Jul 10, 2018 16:11:52 GMT
My mobile can't connect to BT broadband at the moment either right now
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Post by jdl on Jul 10, 2018 19:22:38 GMT
We've had no internet for over FIVE days! Anyone else in the same situation? Shouldn't surprise me with Virgin, but still finding the total lack of customer service/support a shock. It's not something that is unique to virgin, the whole telecoms sector is pish poor when it comes to customer service/support especially in the broadband area. Having worked in that sector nothing surprises me. Out of interest when you say no internet access is there any indications on the router as to a connection any lights etc. Also do you have your TV through virgin if so can you access the "on demand" areas. Don't worry i promise not to say turn it off and on again, that drove me insane. We're beyond all that, I'm afraid. Some sort of total failure somewhere in the system. No service for our whole area for days. Yesterday they told us it was back on, we did all the usual stuff but there was still no internet. Now they say an engineer is coming tomorrow morning - almost a week after we lost the internet. We can't book our flights, my daughter couldn't do her homework, I've not been able to see any WC highlights, etc, and yesterday I discovered I am overdrawn - but only when the bills weren't paid. f**king nightmare. |
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Post by jdh80 on Jul 10, 2018 20:12:30 GMT
It's not something that is unique to virgin, the whole telecoms sector is pish poor when it comes to customer service/support especially in the broadband area. Having worked in that sector nothing surprises me. Out of interest when you say no internet access is there any indications on the router as to a connection any lights etc. Also do you have your TV through virgin if so can you access the "on demand" areas. Don't worry i promise not to say turn it off and on again, that drove me insane. We're beyond all that, I'm afraid. Some sort of total failure somewhere in the system. No service for our whole area for days. Yesterday they told us it was back on, we did all the usual stuff but there was still no internet. Now they say an engineer is coming tomorrow morning - almost a week after we lost the internet. We can't book our flights, my daughter couldn't do her homework, I've not been able to see any WC highlights, etc, and yesterday I discovered I am overdrawn - but only when the bills weren't paid. f**king nightmare. So it's a network issue, yep a week plus to resolve is industry standard as you are residential customers, business customers get a slightly better service. Good luck with getting it sorted. |
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Post by Bernie on Jul 11, 2018 17:02:20 GMT
We want to leave extortionate BT, but keep hearing horror stories about other companies. Any recommendations?
Strange thing with BT. If service drops out, phone them up and within seconds of tapping in our home number, it reconnects before an operator can answer.
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Post by jdl on Jul 15, 2018 11:27:06 GMT
We were reconnected after just over a week. No apology, no mention of compensation. The major fault was fixed two days before, but we were still not getting anything, so they sent an engineer round - except we had to wait TWO more days! When he turned up, surprise, surprise, there was nothing wrong with our router or our external connection. He disappeared down the street, and half an hour later we were back online. He gave us some nonsense about replacing wires, etc to be on the safe side, but I can't believe some local fault at the box down the road just happened to occur at exactly the same time as the district fault. I'm sure we would have been back online two days before if an engineer had come straight round.
As for choosing suppliers, we chose Virgin because we'd been with them for years in our old place, without any problems, and, as there was cable at our new address, it was a no brainer. We don't download films or anything heavy like that, so we don't need the speed and bandwidth fibre optic offers, but if you're into all that, I think cable will always give faster speeds and more reliable service. We get 70-80 Mb/s at busy times and close to 100 when it's quieter - and the upload speed is a very impressive 5Mb/s. Until this recent episode we'd only had two or three outages over 5 years, with none of them lasting more than 2 or 3 hours.
But, as both an internet and mobile Virgin customer, I can only say that their customer service is utterly appalling. I'm about to switch away from them again after they sold me a complete arse of a phone, but refused to refund me (I would have taken them to court, but was in hospital a lot at the time, and had more important things on my mind). But my last experience of trying to terminate my contract and get my PAC off them has left deep scars and I haven't yet summoned up the courage to ring up and try again.
If jdh is right, and they're all much of a muchness, I guess you might as well go with the one that gives you the best speed/reliability. Even after all we've been through, I would hesitate to go back to someone who relies on the BT wires to get my internet to me. We have to just hope that this was a once in 10 year blip.
One last thing - I'm not too impressed with Virgin routers. I've got nothing to compare them to, so they might be fine, but the signal doesn't get very far. Ours in in the front room of a typical Victorian 3 bed, and reception at the back, especially upstairs, is so bad that I've had to put a couple of boosters in. When we had trouble with the new router once, I reconnected our old Virgin router and its coverage was actually better! I now have both running in parallel, but the new router has been behaving itself recently (touch wood).
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Post by jdh80 on Jul 15, 2018 17:22:51 GMT
We were reconnected after just over a week. No apology, no mention of compensation. The major fault was fixed two days before, but we were still not getting anything, so they sent an engineer round - except we had to wait TWO more days! When he turned up, surprise, surprise, there was nothing wrong with our router or our external connection. He disappeared down the street, and half an hour later we were back online. He gave us some nonsense about replacing wires, etc to be on the safe side, but I can't believe some local fault at the box down the road just happened to occur at exactly the same time as the district fault. I'm sure we would have been back online two days before if an engineer had come straight round. As for choosing suppliers, we chose Virgin because we'd been with them for years in our old place, without any problems, and, as there was cable at our new address, it was a no brainer. We don't download films or anything heavy like that, so we don't need the speed and bandwidth fibre optic offers, but if you're into all that, I think cable will always give faster speeds and more reliable service. We get 70-80 Mb/s at busy times and close to 100 when it's quieter - and the upload speed is a very impressive 5Mb/s. Until this recent episode we'd only had two or three outages over 5 years, with none of them lasting more than 2 or 3 hours. But, as both an internet and mobile Virgin customer, I can only say that their customer service is utterly appalling. I'm about to switch away from them again after they sold me a complete arse of a phone, but refused to refund me (I would have taken them to court, but was in hospital a lot at the time, and had more important things on my mind). But my last experience of trying to terminate my contract and get my PAC off them has left deep scars and I haven't yet summoned up the courage to ring up and try again. If jdh is right, and they're all much of a muchness, I guess you might as well go with the one that gives you the best speed/reliability. Even after all we've been through, I would hesitate to go back to someone who relies on the BT wires to get my internet to me. We have to just hope that this was a once in 10 year blip. One last thing - I'm not too impressed with Virgin routers. I've got nothing to compare them to, so they might be fine, but the signal doesn't get very far. Ours in in the front room of a typical Victorian 3 bed, and reception at the back, especially upstairs, is so bad that I've had to put a couple of boosters in. When we had trouble with the new router once, I reconnected our old Virgin router and its coverage was actually better! I now have both running in parallel, but the new router has been behaving itself recently (touch wood). Companies who rely on BT cables take longer to resolve as you report the fault to your provider they do the checks with you on the phone checking sync and authentication and if they can see your connection doing any of that on their systems. They'll then check their network including sending an engineer if they think it appropriate, once that is done the provider contact openreach who own the cables and they do some testing on the line before deciding to book an engineer. My personal choice of broadband would be fibre to the home, this is fibre cabling all the way to your house. The other one is fibre to the cabinet then from the providers cabinet they use the telephone line to get the service to your house which reduces the potential speed based on line length and quality of line. With regards to routers, they all seem to work on the same frequencies so they do impact on each other, you can try to overcome this by trying things like changing the wireless channel, some routers allow you to change the frequency giving you information about how busy each frequency is in the local area. One other thing to remember with wireless routers is the other things close by, cordless phone handsets, microwave ovens and Christmas fairy lights all have very big impacts on wireless interference. |
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Post by jdl on Jul 15, 2018 20:53:26 GMT
We were reconnected after just over a week. No apology, no mention of compensation. The major fault was fixed two days before, but we were still not getting anything, so they sent an engineer round - except we had to wait TWO more days! When he turned up, surprise, surprise, there was nothing wrong with our router or our external connection. He disappeared down the street, and half an hour later we were back online. He gave us some nonsense about replacing wires, etc to be on the safe side, but I can't believe some local fault at the box down the road just happened to occur at exactly the same time as the district fault. I'm sure we would have been back online two days before if an engineer had come straight round. As for choosing suppliers, we chose Virgin because we'd been with them for years in our old place, without any problems, and, as there was cable at our new address, it was a no brainer. We don't download films or anything heavy like that, so we don't need the speed and bandwidth fibre optic offers, but if you're into all that, I think cable will always give faster speeds and more reliable service. We get 70-80 Mb/s at busy times and close to 100 when it's quieter - and the upload speed is a very impressive 5Mb/s. Until this recent episode we'd only had two or three outages over 5 years, with none of them lasting more than 2 or 3 hours. But, as both an internet and mobile Virgin customer, I can only say that their customer service is utterly appalling. I'm about to switch away from them again after they sold me a complete arse of a phone, but refused to refund me (I would have taken them to court, but was in hospital a lot at the time, and had more important things on my mind). But my last experience of trying to terminate my contract and get my PAC off them has left deep scars and I haven't yet summoned up the courage to ring up and try again. If jdh is right, and they're all much of a muchness, I guess you might as well go with the one that gives you the best speed/reliability. Even after all we've been through, I would hesitate to go back to someone who relies on the BT wires to get my internet to me. We have to just hope that this was a once in 10 year blip. One last thing - I'm not too impressed with Virgin routers. I've got nothing to compare them to, so they might be fine, but the signal doesn't get very far. Ours in in the front room of a typical Victorian 3 bed, and reception at the back, especially upstairs, is so bad that I've had to put a couple of boosters in. When we had trouble with the new router once, I reconnected our old Virgin router and its coverage was actually better! I now have both running in parallel, but the new router has been behaving itself recently (touch wood). Companies who rely on BT cables take longer to resolve as you report the fault to your provider they do the checks with you on the phone checking sync and authentication and if they can see your connection doing any of that on their systems. They'll then check their network including sending an engineer if they think it appropriate, once that is done the provider contact openreach who own the cables and they do some testing on the line before deciding to book an engineer. My personal choice of broadband would be fibre to the home, this is fibre cabling all the way to your house. The other one is fibre to the cabinet then from the providers cabinet they use the telephone line to get the service to your house which reduces the potential speed based on line length and quality of line. With regards to routers, they all seem to work on the same frequencies so they do impact on each other, you can try to overcome this by trying things like changing the wireless channel, some routers allow you to change the frequency giving you information about how busy each frequency is in the local area. One other thing to remember with wireless routers is the other things close by, cordless phone handsets, microwave ovens and Christmas fairy lights all have very big impacts on wireless interference. I assume Virgin is fibre down the street, then coax into the house (at least, that's what it looks like). Are there any other providers who use fibre optic cables? We're surrounded (as you would expect, I suppose) with Virgin routers, but I've always assumed they wouldn't be daft enough to set them all to the same frequencies! But our usage is so low, that it probably wouldn't affect us much anyway. Funny thing about the router - it used to sit on top of a 2m high bookcase, but when we had new shelves put in it got temporally moved to behind the settee (in the bay window). It actually seemed to work better there, so we left it there! |
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Post by porkystone on Oct 19, 2018 7:56:28 GMT
To add a sad PS to this, I was contacted by Virgin to arrange delivery to me of a new TV box.
First thing to say is that the new box is brilliant and offers so much more than the old one. The delivery / installation process, however, was absolute dog s**t.
Booked an 8 to 12 delivery slot, and eagerly awaited delivery. Nothing doing, so in early afternoon phoned Virgin. Got through ( in the end ) and was advised ' we rang your bell, but no response, so our driver went away ' . ' No you didn't ', I countered. ' You've got a green front door haven't you - proved we visited ' was the chilling reply from Mr Virgin.
Thanks guys, stitched up by the colour of my front door......
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Post by sword65 on Oct 19, 2018 8:27:16 GMT
To add a sad PS to this, I was contacted by Virgin to arrange delivery to me of a new TV box. First thing to say is that the new box is brilliant and offers so much more than the old one. The delivery / installation process, however, was absolute dog s**t. Booked an 8 to 12 delivery slot, and eagerly awaited delivery. Nothing doing, so in early afternoon phoned Virgin. Got through ( in the end ) and was advised ' we rang your bell, but no response, so our driver went away ' . ' No you didn't ', I countered. ' You've got a green front door haven't you - proved we visited ' was the chilling reply from Mr Virgin. Thanks guys, stitched up by the colour of my front door...... [br I find it quite ironic that it's called Virgin as you have been well and truly fuc$%d. |
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Post by jdl on Oct 20, 2018 8:10:33 GMT
A little PS of my own:
Just transferred my phone away from Virgin - it took me months to get round to, as my last experience of leaving Virgin was so traumatic (it took half an hour, and at one point the Virgin 'assistant' refused to give me my PAC as he didn't think I'd considered all the options he was giving me properly!).
But the ironic twist in the tail is that Virgin were actually OK this time, but my new phone company have fucked up, and my SIM hasn't worked for TWO days! And I am having to commincate with them by email!!!
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