Virgin Media broadband issues in Stafford - Sun 26th Aug 2012

[The Stafford Beast]

I had an automated phone call from Virgin last night saying that my issues should now be resolved. Well, as far as I know, my internet has been up all day today, so well done VM for fixing whatever it was that was broke.

 

[The Stafford Beast]

...and it's down again. Same problem. Can't be bothered to phone Customer Services at this time of night. Might wait until morning.

I'm currently connected via my mobile's portable WiFi hotspot. At least the current Orange/T-Mobile problem isn't affecting 3G internet.

 

[The Stafford Beast]

...and up again.
But looking at my.virginmedia, my account balance is now negative. Looks like I've been compensated at least!

 

[staffordjas]

You're on Wildwood too aren't you staffordjas? Sounds like the exact problem I continue to have. On our second "faulty" superhub - which without fail will reset itself at least 3 times a day randomly. Fed up of calling India to be told to do the same thing.

Yep , on Wildwood .By the number of Virgin vans around here lately it seems like there's a hell of a lot of people having problems in the area.
One engineer advised us to "never switch off the modem, even when on holiday.Once you have a connection you don't want to have trouble getting another one".

Another advised us to keep a paperclip handy so that we can keep trying re-setting it ourselves ,which we have to do quite often .

Said our faulty ones were re-setting themselves continuously in a loop. Would have though a brand new one should have lasted more than a week/fortnight!

 

[The Stafford Beast]

They should bring back the old blue NTL modems for people with broadband M or L - I've had mine over 8 years and never had a problems with it.

 

[staffordjas]

I've had Big Big problems all day today and not had any internet all day since about 8am. Most annoying as we were waiting for an important e-mail to come through.

Rang Virgin and a recorded message said there were problems in our area.Then,because my neigbours weren't having any problems with theirs ,we rang back and spoke to an advisor. Did tests which showed we weren't receiving their signals and finally said they would send engineer out on Monday morning as there was' too much up-streaming and not enough down - streaming'.

Actually said this time that they were crediting our account for the time we are off-line.

It's just come back on just after midnight, but hanging on to cancel engineers visit to see if it will still be working in the morning!

 

[staffordjas]

And back off again all day until just!

Still getting engineer out in morning as something obviously not right with these connections somewhere along the line. Neighbours had no probs at all.

Anyone else on Wildwood been having problems this weekend?

 

[wildwood]

My superhub is still regularly rebooting itself. Prob 3-4 times a day what I notice. Put a complaint in on the website now - hopefully that mike provoke some reaction.

 

[RichardB]

If you're getting compensation keep an eye on the bill.

https://my.virginmedia.com/my-bills/index

They take a few days to show up on there but the amounts I was promised is nothing like what I've actually been credited

 

[staffordjas]

If you're getting compensation keep an eye on the bill.

https://my.virginmedia.com/my-bills/index

They take a few days to show up on there but the amounts I was promised is nothing like what I've actually been credited

Will deffo be watching the bill .We had to make several phone calls after the price suddenly shot up a hell of a lot,we threatened to go elsewhere and we were promised a discount to lower the price backdown.......didn't happen and on ringing them they denied they promised that.After quoting managers name,date & time of conversation etc it was then agreed that I was indeed going to get a discount for the next year......took another 3 phone calls afterwards to actually start to get it!

Virgin bloke just been out (had no BB connection again earlier so able to show him the problem before it decided to kick in again) and he said he's been to quite a few on Wildwood.
They are replacing a green box on Wildwood this Wednesday which will hopefully solve some of the problems.

As none of my 3 neighbours have had problems at all .......
Tests show that my broadband is intermittent, he's checked my connections in boxes at my house and now says to wait until Wednesday to see if it is ok after the green box has been changed. They will ring on Friday to see if OK and if not they will look into problem again.

 

[The Stafford Beast]

They will ring on Friday to see if OK and if not they will look into problem again.

I'd be very surprised if the customer services department rang you back. I think you'd better call them on Friday to avoid disappointment.

 

[staffordjas]

I'd be very surprised if the customer services department rang you back. I think you'd better call them on Friday to avoid disappointment.

That's what I thought ..... will be ringing them Wednesday night/Thursday if still having probs so that I can actually get them out on Friday if needed.
(Most annoying when son actually willingly sits down to do his A Level work and the bl**dy thing isn't working!)

 

[Darren]

If you carry on getting a bad service and you think it is worthy of going higher then email Neil Berkett at this address neil.berkett@virginmedia.co.uk
He is as high as it gets and when i had a recurring problem for weeks on end he got it sorted quickly also with a nice bit of compo.
write the email address down because it would not surprise me if VM request its removal.

 

[Gramaisc]

If you carry on getting a bad service and you think it is worthy of going higher then email Neil Berkett at this address neil.berkett@virginmedia.co.uk
He is as high as it gets and when i had a recurring problem for weeks on end he got it sorted quickly also with a nice bit of compo.
write the email address down because it would not surprise me if VM request its removal.

It's been left here for four years without any heavy response..

 

[Darren]

I have posted his email address on several other forums in the past and they have been asked to remove it on each occasion, although i did also post the CEO free phone number to

 

[Jonah]

When I got a Superhub the first thing I did was lower the wireless connection speed from N to G. I was advised to do this by a few people who had already had Superhubs. The N connection isn't great so 'downgrading' it to G helps make it more stable. I also changed the broadcast channel setting from 'Auto' to channel 13. Auto will search for what it thinks is the best channel available but if there are other Superhubs around they may all end up on the same channel and cause congestion. You may need to experiment with the channel to find the best one for you.

 

[wildwood]

I did all this with tech support on the phone (the one and only time I managed to get through to a UK centre) - Changed it to slower speed - changed the SSID - experimented with various channels. Trouble is I end the conversation with them - then sure enough a few hours later I'll be watching TV and see it out of the corner of my eye reset. Going to get back on to them today.

 

[tek-monkey]

If you have an android device try this: https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en

Easily find the best channel to put it on, just look for where there isn't one already.

 

[staffordjas]

Getting bloody fed up of this Virgin problem now ! Been down again all day until just this minute (3pm) . When I rang this morning I was told that all other connections on Wildwood were ok...it's just ours that isn't showing any connection.
Told her it's a real nuisance as son needs it for his A level work. Offered tomorrow, Saturday or "if you like,sometime next week"

Just hoping they get it fixed tomorrow morning once and for-all !

 

[Jonah]

Get the engineer to check the wiring inside and out. Someone I know had VM back lots of times until they checked the wiring and found it hadn't been connected properly.