Quote:
Originally Posted by Kushan
The fastest way to get VM to identify an issue is to call them and report it. Posting about it on the forum doesn't do much.
Virgin actually has a plethora of monitoring systems with various alarms and such, but the one they'll rely on to dictate how severe an issue is and what to prioritise is the number of calls logged in a given area. They have a system that knows which nodes different customers are connected to and which areas those nodes are in. You got a fault? If 3 of your neighbours also report a fault, an engineer will be sent out sharpish as that means your node is probably faulty and affecting plenty more. But if you don't report it and it's only showing 2 customers down, it's probably not getting fixed until the engineer visits one of them (and that'll probably be days away, depending on availability of both the engineer and the customer).
Even if you phone up and get told "Yeah there's a fault in the area, we know about it", the fact that you made the call at all gets taken into consideration when they're deciding where to send an Engineer next. If that call turns out to be the 10th or 20th in a cluster of nodes, it'll probably flag it as a wider area problem and bump it up in priority.
But the reverse is also true. A hundred people could report a fault within a city, but if they're spread around a hundred different nodes and the city has a few hundred thousand customers, 100 isn't going to register on anyone's radar. That's why you *have* to call up and report it.
At the end of the day, nobody at Virgin is going to lose sleep if your internet is down and you've not reported it. You're still going to pay your bill and you're costing Virgin nothing by sitting there getting annoyed.
But when people start calling up, that's when refunds start getting issued, that's when call centre staff are needed, that's when it starts costing Virgin Money and it's really simple - the more money it's costing them, the faster they'll get it fixed.
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Well me and phones don't get on, so i will let the others do that and the ones who have done that are being booked engineer visits even after telling them it isn't a local issue.
Connection is running normal right now but it around 30mins it will start to go pear shaped, if it doesn't then it'll be the first time in several days, atleast the moderators seem to have got the message now after last nights moaning from several users, all from the surrounding towns and villages around Cambridge.