200M Longest week of my life

Wildean · 08-04-2016, 23:07

Hi.
I'm currently in the middle of an enforced broadband drought. My service cut off last Wednesday afternoon sometime. I didn't discover this until too late to report it until Thursday morning and they couldn't offer an appointment until Tuesday (that's not strictly true but I have a prior appointment on Monday morning).
My phone line is working and so is the TiVo but I'm currently reduced to tethering my tablet to my phone's 3G connection which seems like dialup by comparison.
I know I could be worse off but six days seems a long time to wait. I'm not expecting to jump the queue but can I at least hope for a discount for the days of service I'm not getting?
(Symptoms are - aside from a total lack of connection, the power and WiFi lights on my Hub are steady blue but the double-headed arrow is rapidly flashing and green and the tick icon is blue but blinking on and off once every second).

**Hugh** · 08-04-2016, 23:36

You should get a credit for the loss of service.

pip08456 · 09-04-2016, 07:24

He should get a life!

23prince · 09-04-2016, 11:46

Quote:

Originally Posted by pip08456

He should get a life!

LOL

General Maximus · 09-04-2016, 19:34

have you tried disconnecting the coax and reconnecting? Can you log into myvirginmedia and check the service status for your area? I doubt it is an area issue because it would have been fixed pronto so I am curious to see what is causing the error. I am wondering if they have been mucking about in your cabinet and not reconnected your properly.

Nice thread title btw, I thought I had come on the wrong site and was about to read a proposal for a new scifi novel and that you was trapped in a time dilation field. Ten thousand years later........

Wildean · 09-04-2016, 20:32

Quote:

Originally Posted by General Maximus

have you tried disconnecting the coax and reconnecting? Can you log into myvirginmedia and check the service status for your area? I doubt it is an area issue because it would have been fixed pronto so I am curious to see what is causing the error. I am wondering if they have been mucking about in your cabinet and not reconnected your properly.

I have tried reconnecting the cable, and also attaching the cable going into the splitter (splitting between the TV feed and the hub ) with no change in effect. If I'd thought more clearly I could have avoided that step because although the TiVo is working with broadcast programmes it's not allowing on-demand. It also has a flashing green light on the front. This indicates that the problem is pre-hub.
Something like this has happened before. Last time it was a disconnection in the service cupboard on our floor (7th of 11). Obviously not someone maliciously interfering because the TV feed and landline are unaffected apart from the on-demand service. If someone had got in there for mischief they'd probably manage to disconnect the lot. (You can tell I've got a lot of spare time can't you?)
There's also no local issues on the service status page. Good job I'm behind in my TV recordings.

Kushan · 09-04-2016, 22:00

There's every chance the issue is affecting just yourself and there's nothing you can really do except wait for an engineer. It might be affecting a couple of people but not enough for the system to flag an area fault (imagine it affecting 2 people on your street out of 30, the system usually triggers off of 10%), however if someone has a tech booked out before yours, it could get fixed earlier. Long shot though.

In short, there's almost nothing you can do except wait for the tech.

sollp · 09-04-2016, 22:24

Sounds like you might have a filter fitted to your drop cable to stop ingress from your installation affecting the network.

23prince · 10-04-2016, 19:24

Quote:

Originally Posted by Kushan

In short, there's almost nothing you can do except wait for the tech.

And get a credit when it's sorted

Wildean · 13-04-2016, 11:17

I have an update to my situation.
The engineer came yesterday and tested the equipment. Apparently the upstream power is far too high but he couldn't do anything about it because he didn't have access to the cabinet. He arranged for another engineer to come out this morning with the necessary key.
I waited in all morning and just a few minutes ago I gave Virgin a call to find out where they were.
Apparently "I" arranged for the appointment to be rescheduled for the morning of Friday 15th. This was news to me. I asked if there was anything sooner as I've been off the service for a week and she offered me an appointment for the 16th! I am so furious right now!

General Maximus · 13-04-2016, 14:43

the whole thing is BS and the usual crappy excuses. JB will be able to confirm but afaik all engineers should have keys to the cabinet otherwise how are they supposed to fix anything?

If I were you I would give them one more go and if they muck you around again or can't fix it then send a letter of complaint to the CEOs office detailing everything. If it was working before common sense dictates something has changed to disrupt the service and they should know/be able to work out what it is. When techs start to not turn up and appointments gets changed then you know something dodgy is going on.

sollp · 13-04-2016, 20:04

Quote:

Originally Posted by Wildean

I have an update to my situation.
The engineer came yesterday and tested the equipment. Apparently the upstream power is far too high but he couldn't do anything about it because he didn't have access to the cabinet. He arranged for another engineer to come out this morning with the necessary key.
I waited in all morning and just a few minutes ago I gave Virgin a call to find out where they were.
Apparently "I" arranged for the appointment to be rescheduled for the morning of Friday 15th. This was news to me. I asked if there was anything sooner as I've been off the service for a week and she offered me an appointment for the 16th! I am so furious right now!

Ah so not as i thought then. The Service engineers all have key's to the cabinets this one has either lost of broken his. Once they have moved your drop cable onto a different value tap bank and this still hasn't resolved the issue they should then refer to Access Engineer to investigate further.

Not refer because i do not have the correct equipment to do the job,(which happens more that you think).

Hopefully if you get an NPS survey give the engineer low marks, unfortunately the next engineer will probably do a good job but his NPS score will suffer as a result of your last experience.