Wakefield, wake7 and wake8 issues

photodude · 14-06-2011, 15:16

There has been an issue running for about 2 weeks now for Wakefiled areas 7 and 8, where some websites will not load up etc, despite the fact you can ping the site, and load it via a proxy. And in some cases Outlook etc will not recieve emails/hangs on recieve. Spoke level 2 guy yesterday, who assures me this issue is to be fixed by 5PM tomorrow (it was meant to be sorted by the 9th). Apparently it is down to a routing and security protocol glitch for these 2 areas

Anyway, if you are in these areas, and have been suffering these issues, I'm told you will be able to get a refund on the service charges for the period, by calling CS

OldHippy · 17-06-2011, 20:34

Hi
Does this affect WF2 as well? I have been having same problem for last couple of weeks and it's frustrating having to keep swapping between proxy and no proxy

photodude · 18-06-2011, 09:01

It may do, just do a tracert and see what route you go through.
Start/Run/type "CMD" and press enter.
In the comand box type "tracert www.bbc.co.uk" without quotes, and press enter.

If you see cpc7-wake7-2-0-gw.barn.cable.virginmedia.com or wake8 in the trace results, you will have issues. The issue is still not fixed, and is now a priority, as it's 12 days overdue. Last fix date I was given is the 17th, but I've now had so many, that I will not hold my breath. It took nearly a week, and lots of phone calls, before someone actually believed it was a fault. The official fault start date was the 4/6/2011, but it actually started about 5 days before that.

OldHippy · 18-06-2011, 17:59

Thanks Photodude.
I get cpc9-wake7 etc. Hopefully this will be cleared up soon. You're right it did start before 4th June.

photodude · 20-06-2011, 11:46

Pulled a bit of info from CS this morning. The fault ticket ref is F001626122, and it is apparently a UBR software fault (if that makes sense?). The screens apparently show that they are waiting on Motorola to supply/apply a patch/fix, and there is no fixed time for this to be completed :-( Their system was updated just after 11AM today, so it looks like we are now waiting on a third party (motorola) to fix their gear for Virgin.

NOT a happy bunny, but what can ya do?????? At least I won't be paying for all the time it's playing up like this ;-)

OldHippy · 20-06-2011, 19:42

Who did you speak to to get a refund, any particular number to call? Thanks.

photodude · 21-06-2011, 07:40

If you speak to customer services, and choose the option "If you're moving home, or thinking of leaving us", they are usually more than helpful in sorting these things out ;-) I see that the issue now seems to have been resolved, as I can get on here, and the rest of the net, without using webcache :-) So I'll be making the call at some point today.

Deb · 21-06-2011, 12:49

Just joined to give the update I have just had on the wake7 issue....

I have now been given the date of 24th June for this to be resolved. Yeah wont hold my breath....been given no end of dates for this.....

I have the same issues as you but very slow internet speeds are the main of my issue with this, even had an engineer out as they said there was not an issue in my area.....guess what.....wake7 issue!!!!

Just spoken to CS Moving or thinking of leaving us option and got a lovely Scottish lady who has put a months internet credit on my bill. She then transferred me to another dept for an update.......arrggggg how many times do I have to speak to the call centre out of this country who are certain there is not a problem.....try making me alter settings on my laptop, sending me new modems and being out and out useless.....I try to tell them that its the wake7 issue, been going on for weeks etc...they swear blind there is not an issue and it must be my hardware!!!!! So frustrating!

Anyway I really hope its resolved soon, I am on 20 meg speed and just before the issue started was thinking of moving up speeds from my 20 meg to 50 meg....no point in that for a while....my speeds this last few weeks have been anywhere between 0.72 to 9 meg....nearly useless in most cases....

photodude · 21-06-2011, 14:33

Does your issue have the same ticket number? The issue with sites not resolving appears to have been fixed now. All sites I had issues with are all working, as is the Email server connection :-) Speed has not been an issue really, unless I went via webcache, to try and navigate round the routing issue.

Deb · 21-06-2011, 15:20

I have no idea, never been given a ticket number, will get hubby to check the sites he had trouble with, just taken the webcache out and run a speed test.....its 16.70...which is about right for this time of day...Fingers crossed it stays now.....my speed problem was intermittent so will test again a little later......
They have sent a new modem, sent out an engineer who checked everything and said it was due to the wake7 issue......I really hope it is as I am getting a headache just thinking about having to battle with the call centres again for a different issue....

OldHippy · 21-06-2011, 19:21

Definitely seems ok now, no webcache needed & speeds seem better tonight too.

Deb · 21-06-2011, 23:36

Well been running speed tests on and off all night and speeds are back to normal, all websites are loading without the webcache....looks like they have cracked it......yayyy.

photodude · 22-06-2011, 11:56

Yep, all fixed, and I get Â£5 pcm off my bill for the next 12 months (new contract), and upgrade to 30meg with no activation fee :-) Engineer is coming out Friday morning to get everything hooked up to 30meg, so I'm more than happy with the deal. They did offer me the option to have credits put on my account for loss of service, but doing it the way they have, has saved me Â£90.
That's what ya get when you speak nicely to customer services, and let them take control of what they want to do for you.

Deb · 28-06-2011, 19:41

Thats a cracking deal Photo guy, I got Â£37 back on my bill, upgraded to 50 meg for the Â£30 activation fee, the free HD box...sadly they came to sort it today and forgot to leave me the free wireless n adaptor, so back on the phone to them I went, they are sending 1 in the post and knocking 7 days off my internet bill...all in all am happy enough...even if I am still on 20 meg for the next few days...yes...you get more with honey than vinegar =)