20 MB Woes - Virgin is killing me
 

I am subscribed to Virgins 20 MB service and have been pretty much problem free for 2 years. Last Friday 17th April, I woke up to find hat Virgin had suspended my service as I had not paid my bill. My bad! For private reasons, I do not pay my bills with direct debit but I am cool with that. I pay virgin the admin overhead. In any case, I called them straight away and paid my bill upon which they told me the service will resume in the next 24 hrs. TV (V+)and phone came backk on within hrs. A week later, I am still waiting for my Internet service to resume.

I have called virgin several times, always land with with some friendly, well mannered idiots from India who cannot really help and don't have access to a lot of info, Virgin have sent a technician around and still no access. In terms of ETA, every time i call, I get told it might take anything up to 5 days.

What I hav got from the event log on my modem is that the modem is sending out a DHCP request but not getting an offer back hence no IP address. Surely, It cannot be that difficult to get a DHCP server working

I need to escalate this as I work from home. I am having to go to internet cafes to get online but I run a coupl of serrvers at home and this is just killing my business. How can I escalate this to someone who can help?

The irony is I was contemplating upgarding to their 50 MB service but now I am worried about further disruptions

Re: 20 MB Woes - Virgin is killing me
 

I am assuming that as you have VM 20MB service (and not NTLTelewest Business package) that you have the domestic service.

T&C do say:

It might be worthwhile changing to the business service if you need a guaranteed level of service?

Re: 20 MB Woes - Virgin is killing me
 

^^
As above the "I'm loosing money" argument doesn't hold any water with a residential service. However it should only take a few hours maximum for internet access to be restored.

Hopefully someone here can take a look at it for you.

Re: 20 MB Woes - Virgin is killing me
 

Have you posted on the VM newsgroups as well? You tend to get a better response there than just calling?

Re: 20 MB Woes - Virgin is killing me
 

Chin up mate, the same thing has happened to me, more than once.

If you've paid the outstanding balance at a post office, it can take forever, i've waited 10+ days before now.
Best to pay at a local shop with a paypoint facility, it should be back on within 6 - 72hrs, but usually its within 24hrs.

Re: 20 MB Woes - Virgin is killing me
 

had a 50meg customer today with exactly same problem,changed the modem and left the sub happily browsing ;)

Re: 20 MB Woes - Virgin is killing me
 

He called and paid by phone

Re: 20 MB Woes - Virgin is killing me
 

just a word up this happened to me and it was a ntl cockup they put my 20mb connection back on eventually but on the 4mb connection i had to fone them up and get it put back to 20mb double check your speed when it comes on

Re: 20 MB Woes - Virgin is killing me
 

Have you tried rebooting the modem?

Re: 20 MB Woes - Virgin is killing me
 

I finally got through to a Virgin Technician (UK Based called Paul) yesterday and he moved me to a different DHCP server and that was it Problem resolved.

Knowing this and even after I had told the Virgin people on the phone several times that my modem was not picking up an IP address, why did it need a week to be resolved? It makes one so angry.

Can I make a claim for compensation?

Re: 20 MB Woes - Virgin is killing me
 

You should be able to get a weeks worth of service back

Re: 20 MB Woes - Virgin is killing me
 

Compensation for loss of service which would be restricted as Ben said to a week's broadband fee. Compensation for loss of business - no, as you should be using the business broadband service which has a service level agreement.

Re: 20 MB Woes - Virgin is killing me
 

oooooohhhh!!! :argue: