How can I get Virgin to fix my broadband?

[paulmorriss]

My broadband has been intermittent since the start of the year with no date when it might be fixed. Is there any way I can get them to fix it?

I thought of threatening to leave, but I wouldn't want to do that until I've got an alternative lined up. That would be ADSL which means reactivating my line rental and paying BT or someone else for the privilege. At the moment I get phone/TV/broadband for the price of 2, so I'd lose a good deal if they said "OK, stop your broadband then".

Is there any leverage I can use to prioritise them looking into the problem in our road/town/area?

(I am in High Wycombe, ex NTL, on a 2Mb cable line)

[chickendippers]

Please visit http://192.168.100.1/ and login
Username: root
Password: root

Post your upstream and downstream levels

[paulmorriss]

When it's working they are -10 and 42 (one time) or 43 (another time). The SNR varies between 18 and 32 all the time.
When it fails the downstream goes to -1 briefly.

[Ignitionnet]

Phone them up, they should be able to see that your service is very unstable and assist you accordingly.

[paulmorriss]

I did. They told me the information I put above - it's been a fault since the beginning of the year and they have no date to fix it. Is there anything else I can do though?

[Pushkar]

Originally Posted by paulmorriss

I did. They told me the information I put above - it's been a fault since the beginning of the year and they have no date to fix it. Is there anything else I can do though?

Move to an area which doesn't have problems

[Noggo]

Well what are the costs for alternatives, including TV and if you do stop with VM are you prepared to live with a dodgy connection. If you are prepared to live with a dodgy connection, ring them up and see if you can get any money knocked off your monthly bill for the inconvenience.

Are BT going to reactivate your line for free? (probably yes if you're prepared to take out a 12 month contract)
If want to evaluate the ADSL route here is a few websites that you may find helpful:

http://www.samknows.com/broadband/checker2.php to see what companies supply DSL from your local BT exchange, should look like this:

Congratulations, you are in a broadband enabled area.
The following services are available in your location:

BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT Wholesale SDSL
AOL LLU
O2 / Be LLU
Bulldog LLU
TalkTalk (CPW) LLU
Sky Broadband / Easynet LLU
Tiscali LLU
Tiscali TV (via Tiscali LLU)
Orange LLU (Formerly Wanadoo)
Virgin Media (Cable)

To check the estimated speed you'll get http://www.adslchecker.bt.com/pls/ad...hecker.welcome
if you haven't got a BT phone number use the postcode checker (same webpage, link at bottom)

All I can say about the ADSL route, you're bound to be able to get around the 2Mb speed you're currently on with Virgin. All you've to do is choose one without any monthly download limits, eg: 10GB, 20GB etc unless this suits your surfing habbits. Post your Samknows checker, advised line speed results.

[paulmorriss]

I thought I'd update the forum with how I got on. In the end I gave up on ringing technical support and wrote a letter to customer complaints. There had been a fault in my area from January to March, but once that was fixed and I was still getting problems they concluded it was my modem, so sent me a new one. That fixed the problem.

So I'm happy now.

[DABhand]

But happy about the fact it took them that long to figure it out?

Hope you got good compensation