20 MB Woes - Virgin is killing me
23-04-2009, 10:41
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#1
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Inactive
Join Date: Apr 2009
Posts: 2
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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
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23-04-2009, 14:32
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#2
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cf.mega poster
Join Date: Sep 2005
Location: Peterborough
Services: Virgin Media XL
Broadband XL
Virgin Mobile
V+ installed!
and a happy Virgin Media customer
Posts: 2,560
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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:
Quote:
You are responsible for the way the services are used. You must not use the services to do any of the following acts or allow anyone else to use the services to do such acts:
h. Use any services (including, but not limited to, phone services) for commercial or business purposes;
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It might be worthwhile changing to the business service if you need a guaranteed level of service?
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23-04-2009, 14:52
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#3
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Inactive
Join Date: Jan 2004
Location: Newcastle and Horsham
Services: On-cable: TV-L, BB-L, Phone-M.
Off-cable: Sky+ HD, Plusnet Unlimited.
Posts: 1,432
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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.
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23-04-2009, 15:00
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#4
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cf.mega poster
Join Date: Sep 2005
Location: Peterborough
Services: Virgin Media XL
Broadband XL
Virgin Mobile
V+ installed!
and a happy Virgin Media customer
Posts: 2,560
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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?
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23-04-2009, 18:38
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#5
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Inactive
Join Date: Apr 2008
Location: Nottingham
Services: XL 60/3
Posts: 356
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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.
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23-04-2009, 18:46
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#6
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Inactive
Join Date: Apr 2007
Location: looking at a nice new scar in the tarmac outside my house!
Age: 60
Services: staff deal
Posts: 1,648
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Re: 20 MB Woes - Virgin is killing me
Quote:
Originally Posted by roscosoca
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
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had a 50meg customer today with exactly same problem,changed the modem and left the sub happily browsing
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23-04-2009, 22:44
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#7
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cf.mega poster
Join Date: Nov 2008
Location: At My Desk
Services: Virgin Media V6 XL TV - 1Gb Broadband
Posts: 3,009
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Re: 20 MB Woes - Virgin is killing me
Quote:
Originally Posted by watzizname
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.
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He called and paid by phone
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23-04-2009, 23:09
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#8
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Inactive
Join Date: Mar 2009
Services: VIP and 20mb BB plus fone
Posts: 40
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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
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24-04-2009, 00:29
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#9
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Smeghead
Join Date: Feb 2004
Location: Glasgow
Age: 44
Services: Sky Q 2Tb, Sky Q mini, boxsets and Sports & Movies HD, Sky Fibre unlimited
Posts: 14,509
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Re: 20 MB Woes - Virgin is killing me
Have you tried rebooting the modem?
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24-04-2009, 09:57
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#10
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Inactive
Join Date: Apr 2009
Posts: 2
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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?
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24-04-2009, 09:58
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#11
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Virgin Media Staff
Join Date: Nov 2006
Location: Manchester
Services: 360 x2, Maxit TV, Sky Sports and Sky Cinema. Gig1
Posts: 17,929
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Re: 20 MB Woes - Virgin is killing me
You should be able to get a weeks worth of service back
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24-04-2009, 10:08
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#12
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cf.mega poster
Join Date: Sep 2005
Location: Peterborough
Services: Virgin Media XL
Broadband XL
Virgin Mobile
V+ installed!
and a happy Virgin Media customer
Posts: 2,560
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Re: 20 MB Woes - Virgin is killing me
Quote:
Originally Posted by roscosoca
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?
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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.
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24-04-2009, 17:45
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#13
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Inactive
Join Date: Apr 2007
Location: looking at a nice new scar in the tarmac outside my house!
Age: 60
Services: staff deal
Posts: 1,648
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Re: 20 MB Woes - Virgin is killing me
Quote:
Originally Posted by AndyCambs
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.
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oooooohhhh!!!
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