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CurlySteve · 03-05-2016, 16:29

I was wondering if anyone could shed some light onto what might be happening. I have been on the phone to virgin media now for 2 and a half weeks about our 50mbit static IP link that seems to go down as and when it wants to. I have a log of what's been happening and also set up monitoring software to tell me exactly when the site goes down. Please see the log below:

Friday- I go to site and setup the virgin media router so the users can connect.

Weekend - multiple phone calls from the alarm company to say we have lost internet connection

Monday - line goes down at 3 I don’t try to report until 4:45pm as was busy and wasn’t told until late, but hung up due to waiting over 20 minutes for someone to answer.

Tuesday - 8am report the line had gone down and as for someone to have a look.

Tuesday - call again at 3 pm when the line goes down and for him to get back and have a look

Tuesday - engineer turns up for 5 minutes and then disappears.

Wednesday - engineer calls to say nothing is wrong and to call back if it happens again

Wednesday - Site goes down again and I call the engineer (I set up monitoring software)

Wednesday - call again to ask for an update, someone was not going to turn up until Thursday AM

Wednesday - call to report site had gone down again

Thursday - met engineer at site and the line was live, he said he would look at the cab after finding no fault and get back to me - he didn’t get back to me

Thursday - call to say site had gone down again after waiting an hour on the phone.

Thursday - got a text after 6pm to say it was being looked at and will call me Friday morning

Friday - no call am, chased pm after site went down again waited for a call back

Friday - got a call back and was promised regular updates

Weekend - site goes down twice

Monday - got a text to say it was with managers and would call once a decision was made - again no call

Monday - another text to say site had been up for 20 hours stable but fault was in the hands of backline analysts.

Tuesday - another text to say the link had been live for 24 hours and passed to network engineer before closing the call and will get back to me when they have more info.

Wednesday - got a call to say 3 engineers were still looking at it and narrowing down on the problem and will get back to me with some information when they have some.

Thursday - site went down at 5:53pm Wednesday so logged it first thing.

Thursday – pm got a text to say network engineers have found the fault and fixed it.

Bank holiday Monday – pm site went down on and off for 4 hours no one in the office

Tuesday – called VM first thing to report site went down.

Tuesday – site went down at 3pm called to report again. Status of call was “restored”

Down 20/04/2016 15:53:35 − 20/04/2016 19:31:35 (=3 h 38 m)
Up 20/04/2016 19:31:35 − 21/04/2016 14:11:39 (=18 h 40 m)
Down 21/04/2016 14:11:39 − 21/04/2016 19:04:39 (=4 h 52 m)
Up 21/04/2016 19:04:39 − 21/04/2016 19:36:39 (=32 m)
Down 21/04/2016 19:36:39 − 21/04/2016 19:37:39 (=59 s)
Up 21/04/2016 19:37:39 − 21/04/2016 19:47:39 (=10 m)
Down 21/04/2016 19:47:39 − 21/04/2016 19:49:39 (=119 s)
Up 21/04/2016 19:49:39 − 22/04/2016 15:56:15 (=20 h 6 m)
Unknown 22/04/2016 15:56:15 − 22/04/2016 16:02:08 (=5 m 53 s)
Up 22/04/2016 16:02:08 − 24/04/2016 17:11:32 (=2 d 1 h 9 m)
Down 24/04/2016 17:11:32 − 24/04/2016 17:35:32 (=23 m 59 s)
Up 24/04/2016 17:35:32 − 24/04/2016 18:00:32 (=25 m)
Down 24/04/2016 18:00:32 − 24/04/2016 18:06:32 (=6 m)
Up 24/04/2016 18:06:32 − 27/04/2016 14:55:29 (=2 d 20 h 48 m)
Down 27/04/2016 14:55:29 − 27/04/2016 14:55:55 (=25 s)
Up 27/04/2016 14:55:55 − 27/04/2016 17:53:40 (=2 h 57 m)
Down 27/04/2016 17:53:40 − 27/04/2016 17:58:40 (=5 m)
Up 27/04/2016 17:58:40 − 30/04/2016 15:18:11 (=2 d 21 h 19 m)
Down 30/04/2016 15:18:11 − 30/04/2016 15:28:10 (=9 m 59 s)
Up 30/04/2016 15:28:10 − 30/04/2016 15:53:40 (=25 m 30 s)
Down 30/04/2016 15:53:40 − 30/04/2016 16:18:10 (=24 m 29 s)
Up 30/04/2016 16:18:10 − 30/04/2016 16:31:40 (=13 m 30 s)
Down 30/04/2016 16:31:40 − 30/04/2016 17:11:10 (=39 m 30 s)
Up 30/04/2016 17:11:10 − 30/04/2016 17:16:40 (=5 m 30 s)
Down 30/04/2016 17:16:40 − 30/04/2016 19:20:40 (=2 h 4 m)
Up 30/04/2016 19:20:40 − 02/05/2016 15:07:40 (=43 h 46 m)
Down 02/05/2016 15:07:40 − 02/05/2016 15:47:10 (=39 m 30 s)
Up 02/05/2016 15:47:10 − 02/05/2016 16:06:10 (=19 m)
Down 02/05/2016 16:06:10 − 02/05/2016 18:38:10 (=2 h 32 m)
Up 02/05/2016 18:38:10 − 02/05/2016 18:57:40 (=19 m 29 s)
Down 02/05/2016 18:57:40 − 02/05/2016 19:23:10 (=25 m 30 s)
Up 02/05/2016 19:23:10 − 03/05/2016 15:17:10 (=19 h 53 m)
Down 03/05/2016 15:17:10 − 03/05/2016 15:29:10 (=12 m)
Up 03/05/2016 15:29:10 − 03/05/2016 15:39:10 (=10 m)
Down 03/05/2016 15:39:10 − 03/05/2016 15:47:40 (=8 m 29 s)
Up 03/05/2016 15:47:40 − 03/05/2016 15:55:10 (=7 m 30 s)
Down 03/05/2016 15:55:10 − 03/05/2016 16:19:40 (=24 m 30 s)

The SuperHub has been updated to the latest firmware they did that the first Tuesday evening, We have the 100mbit upgrade on order but that wont be installed for the next 4-6 weeks. I have tried to request a router change but they insist its nothing to do with the router.

03-05-2016, 16:29	#1
CurlySteve Inactive Join Date: May 2016 Posts: 3	Virgin Media Business BB I was wondering if anyone could shed some light onto what might be happening. I have been on the phone to virgin media now for 2 and a half weeks about our 50mbit static IP link that seems to go down as and when it wants to. I have a log of what's been happening and also set up monitoring software to tell me exactly when the site goes down. Please see the log below: Friday- I go to site and setup the virgin media router so the users can connect. Weekend - multiple phone calls from the alarm company to say we have lost internet connection Monday - line goes down at 3 I don’t try to report until 4:45pm as was busy and wasn’t told until late, but hung up due to waiting over 20 minutes for someone to answer. Tuesday - 8am report the line had gone down and as for someone to have a look. Tuesday - call again at 3 pm when the line goes down and for him to get back and have a look Tuesday - engineer turns up for 5 minutes and then disappears. Wednesday - engineer calls to say nothing is wrong and to call back if it happens again Wednesday - Site goes down again and I call the engineer (I set up monitoring software) Wednesday - call again to ask for an update, someone was not going to turn up until Thursday AM Wednesday - call to report site had gone down again Thursday - met engineer at site and the line was live, he said he would look at the cab after finding no fault and get back to me - he didn’t get back to me Thursday - call to say site had gone down again after waiting an hour on the phone. Thursday - got a text after 6pm to say it was being looked at and will call me Friday morning Friday - no call am, chased pm after site went down again waited for a call back Friday - got a call back and was promised regular updates Weekend - site goes down twice Monday - got a text to say it was with managers and would call once a decision was made - again no call Monday - another text to say site had been up for 20 hours stable but fault was in the hands of backline analysts. Tuesday - another text to say the link had been live for 24 hours and passed to network engineer before closing the call and will get back to me when they have more info. Wednesday - got a call to say 3 engineers were still looking at it and narrowing down on the problem and will get back to me with some information when they have some. Thursday - site went down at 5:53pm Wednesday so logged it first thing. Thursday – pm got a text to say network engineers have found the fault and fixed it. Bank holiday Monday – pm site went down on and off for 4 hours no one in the office Tuesday – called VM first thing to report site went down. Tuesday – site went down at 3pm called to report again. Status of call was “restored” Down 20/04/2016 15:53:35 − 20/04/2016 19:31:35 (=3 h 38 m) Up 20/04/2016 19:31:35 − 21/04/2016 14:11:39 (=18 h 40 m) Down 21/04/2016 14:11:39 − 21/04/2016 19:04:39 (=4 h 52 m) Up 21/04/2016 19:04:39 − 21/04/2016 19:36:39 (=32 m) Down 21/04/2016 19:36:39 − 21/04/2016 19:37:39 (=59 s) Up 21/04/2016 19:37:39 − 21/04/2016 19:47:39 (=10 m) Down 21/04/2016 19:47:39 − 21/04/2016 19:49:39 (=119 s) Up 21/04/2016 19:49:39 − 22/04/2016 15:56:15 (=20 h 6 m) Unknown 22/04/2016 15:56:15 − 22/04/2016 16:02:08 (=5 m 53 s) Up 22/04/2016 16:02:08 − 24/04/2016 17:11:32 (=2 d 1 h 9 m) Down 24/04/2016 17:11:32 − 24/04/2016 17:35:32 (=23 m 59 s) Up 24/04/2016 17:35:32 − 24/04/2016 18:00:32 (=25 m) Down 24/04/2016 18:00:32 − 24/04/2016 18:06:32 (=6 m) Up 24/04/2016 18:06:32 − 27/04/2016 14:55:29 (=2 d 20 h 48 m) Down 27/04/2016 14:55:29 − 27/04/2016 14:55:55 (=25 s) Up 27/04/2016 14:55:55 − 27/04/2016 17:53:40 (=2 h 57 m) Down 27/04/2016 17:53:40 − 27/04/2016 17:58:40 (=5 m) Up 27/04/2016 17:58:40 − 30/04/2016 15:18:11 (=2 d 21 h 19 m) Down 30/04/2016 15:18:11 − 30/04/2016 15:28:10 (=9 m 59 s) Up 30/04/2016 15:28:10 − 30/04/2016 15:53:40 (=25 m 30 s) Down 30/04/2016 15:53:40 − 30/04/2016 16:18:10 (=24 m 29 s) Up 30/04/2016 16:18:10 − 30/04/2016 16:31:40 (=13 m 30 s) Down 30/04/2016 16:31:40 − 30/04/2016 17:11:10 (=39 m 30 s) Up 30/04/2016 17:11:10 − 30/04/2016 17:16:40 (=5 m 30 s) Down 30/04/2016 17:16:40 − 30/04/2016 19:20:40 (=2 h 4 m) Up 30/04/2016 19:20:40 − 02/05/2016 15:07:40 (=43 h 46 m) Down 02/05/2016 15:07:40 − 02/05/2016 15:47:10 (=39 m 30 s) Up 02/05/2016 15:47:10 − 02/05/2016 16:06:10 (=19 m) Down 02/05/2016 16:06:10 − 02/05/2016 18:38:10 (=2 h 32 m) Up 02/05/2016 18:38:10 − 02/05/2016 18:57:40 (=19 m 29 s) Down 02/05/2016 18:57:40 − 02/05/2016 19:23:10 (=25 m 30 s) Up 02/05/2016 19:23:10 − 03/05/2016 15:17:10 (=19 h 53 m) Down 03/05/2016 15:17:10 − 03/05/2016 15:29:10 (=12 m) Up 03/05/2016 15:29:10 − 03/05/2016 15:39:10 (=10 m) Down 03/05/2016 15:39:10 − 03/05/2016 15:47:40 (=8 m 29 s) Up 03/05/2016 15:47:40 − 03/05/2016 15:55:10 (=7 m 30 s) Down 03/05/2016 15:55:10 − 03/05/2016 16:19:40 (=24 m 30 s) The SuperHub has been updated to the latest firmware they did that the first Tuesday evening, We have the 100mbit upgrade on order but that wont be installed for the next 4-6 weeks. I have tried to request a router change but they insist its nothing to do with the router.