Happy yet annoyed and confused-VIRGIN ARE USELESS!!

[Joxer]

Yeah Donna is good (if it is the Donna I thinkit is), knows her stuff and won't drop it until it is fixed.

[de Siem]

I was in a similar situation once, where i eliminated everything on my side, including router and computers. (Even though it was working fine before and all of a sudden i got really slow speeds without changing anything) Virgin also claimed no fault at their end, which left the modem itself. Got it replaced and everything was back to normal, so that may be something to look into.

I also agree with the suggestion to use the newsgroup instead of calling, get better and quicker help that way.

[allsorts111]

After all my recent phone calls I can say that I am fed up of the lack of professionalism, training and honesty of Virgins support staff based in India. However, the same cannot be said about those of all the departments (that I have had the pleasure speaking with) in the United Kingdom.

My internet seems to be working correctly now and I wanted to call Virgin and cancel my ticket,- as the case is being dealt with in Liverpool I wanted to talk to someone directly there about how the issue had been concluded and to thank them.

Although, my call was answered by someone in India. So, I asked if I could be put through to Liverpool and was told "80% of the calls are outsourced to here in India" I replied by informing them that I was instructed to call Liverpool if I needed any further assistance with my ticket, to my surprise "okay one second I will transfer you".

She told me she could not and once I told her about my issues she did, - why would she say one thing and do another?

So, you dont actually have to talk to people who cut you off, dont put you on hold and leave you hanging on the phone and people who simply don't have the training to do themselves justice..

[Kymmy]

MERGED with your original thread as it's still on the same topic

Originally Posted by allsorts111

After all my recent phone calls I can say that I am fed up of the lack of professionalism, training and honesty of Virgins support staff based in India. However, the same cannot be said about those of all the departments (that I have had the pleasure speaking with) in the United Kingdom.

My internet seems to be working correctly now and I wanted to call Virgin and cancel my ticket,- as the case is being dealt with in Liverpool I wanted to talk to someone directly there about how the issue had been concluded and to thank them.

Although, my call was answered by someone in India. So, I asked if I could be put through to Liverpool and was told "80% of the calls are outsourced to here in India" I replied by informing them that I was instructed to call Liverpool if I needed any further assistance with my ticket, to my surprise "okay one second I will transfer you".

She told me she could not and once I told her about my issues she did, - why would she say one thing and do another?

So, you dont actually have to talk to people who cut you off, dont put you on hold and leave you hanging on the phone and people who simply don't have the training to do themselves justice..

Probably took time to check the notes on your account, can you guess which call centre I am from?

---------- Post added at 18:04 ---------- Previous post was at 18:02 ----------

Originally Posted by allsorts111

When I called (the first time) Signal to noise was apparently high but the rest are, according to Virgin,- normal.

Frequency 331000000 Hz Locked
Signal to Noise Ratio 40 dB
Power Level 8 dB

Channel ID 1
Frequency 25800000 Hz Ranged
Power Level 42 dBmV

All power levels within normal operational parameters for a EX-Telewest connection.

ALL

[allsorts111]

Originally Posted by whydoIneedatech

Probably took time to check the notes on your account, can you guess which call centre I am from?

---------- Post added at 18:04 ---------- Previous post was at 18:02 ----------



Power levels within normal operational parameters for a EX-Telewest connection.

Which one?

[Boabyboy]

Hi Allsorts111,

Looking at the Cable Modem's configuration settings that you provided shows that the signals are fine for EX-Telewest Blueyonder network. A test to see if there are issues with you line is to do a Ping test to the Default Gateway.

1. Press and hold the Windows Icon on the Keyboard (Usually at the bottom left hand side next to CTRL)
2. Then press the R key to bring up the RUN box.
3. Type in the word command.com in the RUN box and press Enter or OK.
4. A black box will appear.
5. Type within the black box: ipconfig then press Enter on keyboard.
6. Found out what is the Default Gateway is?
7. Then type in the black box: ping_-n_100_(82.121.62.1) then press Enter. (Bracket is an example of an IP address and please dont put a bracket within the Ping command and _ underscore mean a space between the letter.)
8. Watch the ping repsonses and at the end of 100 pings will give you a report on the received, sent and packet loss of you connection to the default gateway. If you are losing packets, then there is a problem with your VM cable connection providing that you dont have any open running programs in the background/spyware,etc.
9.Let us know how you got on?

Hope this helps.

Boabyboy

P.S To make it easier to copy and paste. Just when you about to type the Ping command. Type this instead: ping_-n_100_(DefaultGateway)_>_c:\ping.txt then press Enter. Once the blackbox has finish complete the request. Check your C:\ drive for the text file called Ping.txt. Copy and Paste the result when you are ready.

[allsorts111]

Originally Posted by Boabyboy

Hi Allsorts111,

Looking at the Cable Modem's configuration settings that you provided shows that the signals are fine for EX-Telewest Blueyonder network. A test to see if there are issues with you line is to do a Ping test to the Default Gateway.

1. Press and hold the Windows Icon on the Keyboard (Usually at the bottom left hand side next to CTRL)
2. Then press the R key to bring up the RUN box.
3. Type in the word command.com in the RUN box and press Enter or OK.
4. A black box will appear.
5. Type within the black box: ipconfig then press Enter on keyboard.
6. Found out what is the Default Gateway is?
7. Then type in the black box: ping_-n_100_(82.121.62.1) then press Enter. (Bracket is an example of an IP address and please dont put a bracket within the Ping command and _ underscore mean a space between the letter.)
8. Watch the ping repsonses and at the end of 100 pings will give you a report on the received, sent and packet loss of you connection to the default gateway. If you are losing packets, then there is a problem with your VM cable connection providing that you dont have any open running programs in the background/spyware,etc.
9.Let us know how you got on?

Hope this helps.

Boabyboy

P.S To make it easier to copy and paste. Just when you about to type the Ping command. Type this instead: ping_-n_100_(DefaultGateway)_>_c:\ping.txt then press Enter. Once the blackbox has finish complete the request. Check your C:\ drive for the text file called Ping.txt. Copy and Paste the result when you are ready.

Thanks. Although I have done Ping tests time and time again and sometimes I get packet loss but most of the time there is no packet loss. Virgin told me that there was a problem with their "server receiving a low frequency" (which someone where later established that to be porkies) and many told me that there has been "a high TX load" since June,-when I started getting these problems.

I would like to express my thanks to everyone here and the staff here but also all the customer service staff based within the UK who have helped me with this issue. It seems to be resolved now but im hoping that the issue does not resurface soon.