Known fault in Ipswich area - can anyone help? - Page 3

TheBeard · 27-03-2008, 13:19

Quote:

Originally Posted by LadyMinion

I spoke to TS again after getting home about 4am. I'm afraid this time the chap was quite argumentative and insisted that it was either my (non-existant!) firewall or that I must have malware on my system.

Hmmmm sounds familiar!

I've been having problems with my 4meg speed for a while now, so i had an engineer over this morning to replace my modem and power cable which sorted the problem for about an hour and a half and then hey presto! the old problems resurfaced so i called ts and got the same cowplop as the Lady had about it being a problem with my firewall (again non existent!) or antivirus software.

I've gone and made a complaint about this terrible level of service and am waiting for them to call.

I'll keep you all posted

p.s i'm in the IP1 area and my house is 15-20 feet away from the big green exchange type box thingy and have 3 suppressors on my cable as i was told by the engineer that my signal is too strong as i live that close, does anyone know if this is true or is it more cowplop from virgin?

BeckyD · 27-03-2008, 15:29

Just got up and service seems to be OK at the moment. That said, the husband is on the phone to Sky right now asking what services would be available to us. I'm still reeling from the conversation I had with TS last night.

tt1 - I'll keep my fingers crossed for you this afternoon, though I suspect you won't have any problems with the engineer anyway. I'm going to PM you my street name in a sec so you can have an idea where the problem is occuring.

TheBeard - welcome to the forum.

Sounds like you're having as much fun with this as me (i.e. none). I hope your complaint is given serious attention, do let us know what VM say. I'm afraid I don't know anything about the signal being too strong, but I am quite close to the local green box as well.

I've decided to switch to the 4Mb service for the time being as I'm b**ggered if I'm paying close to Ãƒâ€šÃ‚Â£40 a month when I'm lucky to get half the speed advertised. I know the cutouts will still occur, but at least I won't be paying so much.

TheBeard · 27-03-2008, 16:01

Just had the engineer pop back round after doing another job just up the road and that customer had the same problem as we are having. The engineer has told his area manager who admitted there is a major problem with the network in the IP1 area and it SHOULD be sorted within 48 hours. so we'll have to wait and see what happens!

if only virgin's telephone support network were as helpful as their engineers!

tt1 · 27-03-2008, 16:07

Another glimmer of hope I suppose !!!

Perhaps my visit in about an hour or two will confirm once and for all!!!

LadyM! Hold onto that 20M for a few more days !!!

BeckyD · 27-03-2008, 16:13

TheBeard - that's great news! Let's hope they really have found the fault this time.

tt1 - My husband did ring CS to get a package downgrade, but they offered us a better price on the 20Mb because of the tech problems so we've gone with that instead.

tt1 · 27-03-2008, 18:22

OK the engineer has been - apparently this is the first of this sort of problem he has attended BUT he is aware of everything listed in this thread (ie the power outage and subsequent problems for last two weeks)

He replaced my modem power adapter LOL !!! But it was using an old Terajon one from when they replaced that one about a year ago, but he agreed thats just an obvious thing that should be changed

Anyway luckily I was able to show him an absolutely dire performance so he rang his manager who seemed to be aware of issues in this area and that it may be stemming from the original ticket problem

It looks like these sort of engineer visit calls for this area may be routed straight to the Networks team as the engineer agreed there is nothing he can do (a nice chap!)

Apparently this issue which may be quite isolated to IP1 (or Node 7 as he mentioned) and it will be raised at their morning meeting whereupon his manager will see if an official ticket can be raised again. This would seem to imply if it happens they are finally agreeing there is an issue.

So I guess theres not much can be done further until they do this but I sensed that the other calls in this area with similar problems seems to be having some effect

I'm going to ponder on how long I will give them to fix this before I've had enough

Interestingly I also checked with a work colleague who works from home at an IP4 address on 4Meg and it seems to have been fine for him. I really think its an unfortunately isolated area of Ipswich thats affected - and unlucky for us we are in it....

sollp · 27-03-2008, 20:50

As annoying as this fault is,(and i agree it is) please be patient as i and others are working to resolve this problem.

tt1 · 27-03-2008, 20:57

We will - Id just like it officially to be recognised by VM (Mgt)

The Engineers and their managers seem to be aware but its just that 'official' ticket would be nice

Thanks for the update sollp

LadyM - I PM'd ya!

BeckyD · 27-03-2008, 21:37

Got your PM tt1, glad that VM seem to be taking this issue a bit more seriously now.

sollp, I greatly appreciate all the help the engineers and yourself are giving. I imagine it's been just as frustrating an experience for you as it has for us.

tt1 · 29-03-2008, 18:51

A veritable bump

Does anyone have any more info? Are the speeds as bad still or can someone in the know advise what may have been done

I thought it may have been better but this evening is starting to prove otherwise....

Time to get back on the phone again???

TIA

BeckyD · 29-03-2008, 19:43

It is going up and down for me a bit today tt1, but I'm not having cutout problems like I was before. You may want to contact sollp (though he's probably keeping an eye on this thread anyway) as he was making some config changes last night.

I'm really just waiting to see if things are resolved over the weekend. If there's no real positive change, then I'll have to re-think my options next week.

tt1 · 29-03-2008, 20:23

LadyM as ever thanks for more info

I swear it seemed to be abit better last night and this morning - I was making up for lost time with some downloading and..yeah..it really did seem better

Then this evening The up and down started again so I wasnt sure

I'd really appreciate any update sollp can give

I have patience to get this resolved as its not like its completely down...but my fear is that problem is overlooked (as there is still no official ticket) and I end up paying
for a service that isnt uptospec...

Thats my only concern - its overlooked or forgotten....

Like you LadyM even though CS have contacted us...time is ticking for me also

Contacting TS seems a complete waste of time ...especially in evening when we are routed to the other side of the world..But CS informed me that may change in the future (??)

sollp · 29-03-2008, 23:32

Quote:

Originally Posted by tt1

LadyM as ever thanks for more info

I swear it seemed to be abit better last night and this morning - I was making up for lost time with some downloading and..yeah..it really did seem better

Then this evening The up and down started again so I wasnt sure

I'd really appreciate any update sollp can give

I have patience to get this resolved as its not like its completely down...but my fear is that problem is overlooked (as there is still no official ticket) and I end up paying
for a service that isnt uptospec...

Thats my only concern - its overlooked or forgotten....

Like you LadyM even though CS have contacted us...time is ticking for me also

Contacting TS seems a complete waste of time ...especially in evening when we are routed to the other side of the world..But CS informed me that may change in the future (??)

There is a ticket raised for this problem, and it hasn't been forgotten.

Just had a look at the UBR you are on, and it looks alot more stable now, Downstreams aren't losing connectivity as before.

what? · 30-03-2008, 20:54

hi, just checked up on the vm internal status page with the reference number you gave in the original post and the ticket status is set to closed.

unfortunatly i cant see what ubr your listed on from that outage to check up on any other issues listed. also as your area is former ntl i work on former telewest side so have limited access to ntl faults, if you speak to tech support get the remedy number from them though and next time im in work if your still having issues i can have a check up on it for you.

sollp · 01-04-2008, 23:28

Ok, Can anyone in the area affected give me an update?