100M Network Card query - Page 4

The Yank · 19-08-2014, 12:02

Quote:

Originally Posted by The Yank

Ok - this is positive

Friendly chatty Engineer called Alex came out. I explained things as you suggested. He said funny that he had just come from a 152MB installation on Alton Road that has the same issue (just up the road). He rang someone to confirm it was on the same feed and it is. Call was booked already for other client. He said to give him a call on Tuesday to see if it was resolved . The important thing here is he gave me his mobile number to contact him directly.

this has got to be the test results of test results:

I was told they are up the road working on it so I drove by and sure enough they are.

General Maximus · 19-08-2014, 12:11

ouch. At least you know they are doing something about it. Keep us updated.

The Yank · 19-08-2014, 14:42

Quote:

Originally Posted by General Maximus

ouch. At least you know they are doing something about it. Keep us updated.

just had the senior VM engineer phone + leave his number. Said they found the fault to be further up the line + should be fixed by the end of the week.

Said to use him as my contact from now on.

General Maximus · 19-08-2014, 16:20

I think I said this at the start of the thread (or another one). If it is a network fault, the further up the line it goes, the more people it will server and the more people will be impacted so it makes me wonder why they haven't picked up on it before now because the number of tech calls they must have had for it would have been enormous. Surely somebody who looks after this stuff can put 2 and 2 together.

The Yank · 19-08-2014, 17:08

Quote:

Originally Posted by General Maximus

I think I said this at the start of the thread (or another one). If it is a network fault, the further up the line it goes, the more people it will server and the more people will be impacted so it makes me wonder why they haven't picked up on it before now because the number of tech calls they must have had for it would have been enormous. Surely somebody who looks after this stuff can put 2 and 2 together.

it does make you wonder for sure. I'm guessing unless people stream as I do with a Slingbox they just might not notice or check later (meaning leave it an hour or so and try again - if they are getting 30MB they might think it is ok) and it isn't as noticeable then.

qasdfdsaq · 21-08-2014, 05:14

'Further up the line' pretty much means anything up from the cab, which may serve a few dozen to a hundred homes, so not a huge number of people. Could be something like a line amp or rectifier going dodgy between your cab and the next cab along, which sometimes affects some services more than others.

The Yank · 24-08-2014, 19:09

guess what still hasn't been resolved

(not that they aren't trying)

The Yank · 27-08-2014, 11:56

Can't believe this is still dragging on

This outage must affect a lot of people I would have thought - anyone hear anything?

General Maximus · 27-08-2014, 12:11

have you tried signing into myvirginmedia, click on service status and see if there is a fault reference? You can ring up and ask them what the status is.

The Yank · 27-08-2014, 12:52

Quote:

Originally Posted by General Maximus

have you tried signing into myvirginmedia, click on service status and see if there is a fault reference? You can ring up and ask them what the status is.

Ha - just did that and said Broadband - good service (with green tick)

so left message stating that with senior technician + awaiting callback.

should this be dragging on this long?

General Maximus · 27-08-2014, 13:21

yeah when it is a network fault it can take them ages to actually schedule the work and get people round to a) work out what is wrong and b) fix it. Stuff like this can go on for months if not a year.

The Yank · 27-08-2014, 13:28

Quote:

Originally Posted by General Maximus

yeah when it is a network fault it can take them ages to actually schedule the work and get people round to a) work out what is wrong and b) fix it. Stuff like this can go on for months if not a year.

thanks for cheering me up

The Yank · 27-08-2014, 17:05

had a call back from the senior engineer saying the problem was resolved last friday 0 HA!

not a happy camper right now (I left voicemail with my results)

The Yank · 29-08-2014, 16:23

Quote:

Originally Posted by General Maximus

You can ring retentions, I don't know what the options are but when you ring VM you select "if you are thinking of leaving us please press option ....

You can't talk to networks, they are classed as 2nd line support and don't like to talk to plebs like us

After being completely cheesed off I thought maybe ringing retentions might just be a good idea HOWEVER there doesn't appear to be a way of getting through to them anymore

General Maximus · 29-08-2014, 17:41

lol, that doesn't surprise me. A few years ago you used to be able to get through to 2nd line tech support by using VM's newsgroups but everyone got wind of how good they were at getting problems resolved and they very quickly became inundated with posts and VM terminated the service. I think the same thing had happened here, everyone has realised that going straight through to retentions to gets problems fixed is so much better than having a convoluted conversation with India and VM have probably removed the option for direct dial and now India are going to have a stab at it and only put you through to retentions as a last ditch effort. What VM have failed to realise is that this is only going to pee customers off even more and by the time they do get put through to retentions there will be nothing they can do and the customer will just want to leave.