Virgin Media Broadband down (again)
Paul555
Posts: 1,504 Forum Member
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VM is down again for everyone today. I'm in Cheltenham. The service status page knows about the fault but just keeps putting back the fix time 2 hours
I do not think this is acceptable. Is there anything I can realisticly do to complain? I have tried calling but they cut me off after selecting an option several times. I need a reliable connection for work. But even so I pay a lot for internet and I at least expect it to work when I want to use it
Does anyone know of a correct contact email or phone number. I need to speak with customer services but none of the options will go there (obviously on purpose)
VM broadband always used to be reliable. It maybe went down once a year Recently (in past months, years It has started to go down more and more
What do others think?
I do not think this is acceptable. Is there anything I can realisticly do to complain? I have tried calling but they cut me off after selecting an option several times. I need a reliable connection for work. But even so I pay a lot for internet and I at least expect it to work when I want to use it
Does anyone know of a correct contact email or phone number. I need to speak with customer services but none of the options will go there (obviously on purpose)
VM broadband always used to be reliable. It maybe went down once a year Recently (in past months, years It has started to go down more and more
What do others think?
0
Comments
Stunned, been a customer for almost 20yrs in various residences and i can count the number of outages on the fingers of one hand, 3. No fan of virginmedia at all but their BB service is exceptional.
This is the same test using any server outside of Bristol... http://www.speedtest.net/my-result/3944700062
Only been with VM for 6 months with 6 month to end of contract so if this carries on much longer I may be leaving next June.
Dear TalkTalk, I’m sorry I left you now can you forgive.:o:D
Just did a speed test and got this :O
http://www.speedtest.net/my-result/3944789254
Can you do that speed test again but use the server hosted by Virgin in Bristol.
When I do this I get my normal download speeds but use any other server, even the other non Virgin Bristol server and the results I get makes Vodafone 3G look good.:)
http://www.speedtest.net/my-result/3944821630
Normal speed if i use the Virgin hosted server.
Viewing websites and playing the PS4 online is a complete joke!
Cant even watch a 360p Youtube video without buffering after 10 seconds!
0.83mb for download.
Speed issues in the Gloucesteshire area
Slow speeds in Bristol
Bristol BS7 - slow speeds
Disastrously slow speeds in the Bristol/Keynsham area (BS3)
BS15 Extreme Problems
Slow speeds in Gloucestershire
SPEED PROBLEM Query/help BS31 WHAT NOW?
Slow downloads BS4
Problems in Bristol BS6 - 0.1% of download speed
I have been told in the past that my signal levels aren't right and that I might need an attenuator, but as it's never caused an issue before I never bothered getting the engineer out to fit one, but yesterday and today the service has deteriorated, maybe I do need that attenuator? When I call Virgin they have a 30 minute phone wait, and the phone music sounds like it's playing on a connection with packet loss, coincidence!? this is though my mobile network!
I have checked all my cabling, rebooted, done all sorts. So it's either Virgin's issue or my signal levels:
Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 5 299000000 Hz 256 QAM 3.0 dBmV 39.0 dB 342 294
Locked 1 267000000 Hz 256 QAM 3.1 dBmV 38.6 dB 341 290
Locked 2 275000000 Hz 256 QAM 3.2 dBmV 38.6 dB 351 299
Locked 3 283000000 Hz 256 QAM 3.1 dBmV 38.6 dB 296 279
Locked 4 291000000 Hz 256 QAM 3.1 dBmV 38.6 dB 304 304
Locked 6 307000000 Hz 256 QAM 3.3 dBmV 38.6 dB 286 286
Locked 7 315000000 Hz 256 QAM 2.8 dBmV 39.4 dB 283 283
Locked 8 323000000 Hz 256 QAM 3.2 dBmV 39.0 dB 997 997
Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 18 31000000 Hz ATDMA 51.8 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 17 37600000 Hz ATDMA 52.3 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
What do those look like?
Sods law as I just got hold of a Hudl 2 tablet and its trying to download an update before I can even start using it and the BB speed keeps it crashing.....
Very frustrating that there seems to be no way of getting through to them and getting a straight answer on when things will be back to a proper speed.
They now have a services status page showing that they admit there is a problem and are looking into it. Finally.
They now say that last nights work was successful and it went away at 2AM for me.
http://community.virginmedia.com/t5/News/Bristol-Slow-Speeds-TV-On-Demand/m-p/2558463#M86
http://oi58.tinypic.com/10ok00m.jpg
Here's the problem... They need 5 customers to call in each affected area to recognise it as a fault, but the areas are very local. not like the whole of the Aztec West regional hub area which covers several counties, but more like your local streets!
Finally the VM forum community manger looked through all the threads and posts and put up a status notice at the top for us in acknowledgement, so thank you to him.