200M Virgin fault codes

slatey · 13-05-2016, 13:18

Hi,I had an engineer call today and after checking this and that he called the office and was given a fault code F004435760 and i was told that the fault was reported yesterday and an estimated fix time was 12pm which is now 4pm today.On the virgin fault page there is only a fault for TV F004436856 i checked as soon as he left???? still not there now 12.30pm.I have had a problem since going from 150Mbps to 200Mbps IE slow speeds and my Broadband Quality Monitor shows huge ping disconnects etc and many posts in the Virgin forums bring me here for an answer as i think i am being told a crock what do you think?

sollp · 13-05-2016, 16:57

Noise and FEC errors affecting Upstream.

General Maximus · 13-05-2016, 18:44

Two things dude:

1) you can always ring up tech support and without going into things just say you have got a problem with your connection for which you have been provided a fault reference for and you would like an update. If the fault ref is genuine, you should be able to give it to them without providing any additional info (account number, address etc) and they can tell you what is happening.
2) Scroll down to the fifth post in this link and follow the instructions.

jb66 · 13-05-2016, 20:07

Some fault codes apply to a node that cant be linked to a postcode so dont show on the basic service status page

Kushan · 14-05-2016, 12:48

Quote:

Originally Posted by General Maximus

Two things dude:

1) you can always ring up tech support and without going into things just say you have got a problem with your connection for which you have been provided a fault reference for and you would like an update. If the fault ref is genuine, you should be able to give it to them without providing any additional info (account number, address etc) and they can tell you what is happening.
2) Scroll down to the fifth post in this link and follow the instructions.

Is that true? When I worked there, we had to log all calls against accounts. There was no way to log a call without getting into an account (I think, it has been a while). But yes, even if you have to give account info, they should still be able to give you the info without a lot of hassle.

General Maximus · 14-05-2016, 18:10

not unless you have to log every call for the sake of it. Can't you just look up a fault reference on your system?

slatey · 14-05-2016, 18:53

Hi guys,Thanks for the replys so far.I had a reply from one of their admins in the Virgin forums quote I've just checked that fault reference and it is for TiVo only. What was the technician call out for? If broadband then this fault would have no relevance.Basically i think i was told a crock have a look at my BQM My Broadband Ping
i think he was trying to cover for the fact that the connection is oversubscribed as my problems began when i was upgraded from 150Mbps to 200Mbps but i could be wrong.If i am wrong and the Virgin forum staff look at my BQM what are they likely to say about it or do?

General Maximus · 14-05-2016, 19:06

Quote:

Originally Posted by slatey

the Virgin forum staff look at my BQM what are they likely to say about it or do?

nuffin, they'll just book another tech visit and leave it to him to fix or escalate to networks.

sollp · 14-05-2016, 19:14

First fault ticket is for a noise issue the second one is a Tivo issue. Noise ticket was affecting your Upstream in your area

slatey · 14-05-2016, 19:49

Excellent replies guys thanks

---------- Post added at 19:49 ---------- Previous post was at 19:47 ----------

Quote:

Originally Posted by General Maximus

nuffin, they'll just book another tech visit and leave it to him to fix or escalate to networks.

When you say fix what does that mean? will he go to the nearest cabinet or???

Kushan · 15-05-2016, 15:00

Quote:

Originally Posted by General Maximus

not unless you have to log every call for the sake of it. Can't you just look up a fault reference on your system?

You are supposed to log every single call under a number of different "reasons". They use it to gauge what's driving calls, repeat calls, that sort of thing. Whether or not the agent cares is another matter.

General Maximus · 15-05-2016, 18:46

Quote:

Originally Posted by slatey

When you say fix what does that mean? will he go to the nearest cabinet or???

whatever he does within his remit to correct the fault. It could be replacing the shub, replacing some coax inside the property, replacing a connector or doing something in the cab. If whatever action he takes remedies the problem then the fault is fixed. If he can't take any action himself to either diagnose or correct the fault and establishes that it is a noise issue higher up the network then he will pass it up to networks.

Quote:

Originally Posted by Kushan

You are supposed to log every single call under a number of different "reasons".

I hate doing stuff for the sake of it. In this instance I thought it would have been more efficient to look up the fault reference and provide an update and only log the call and take details if further action is warranted (like if the customer provides a fault reference id to chase up a fault which the customer believes to the reason for a problem they are experiencing only for the id not to exist or have been closed). But never mind, what do I know.

slatey · 15-05-2016, 19:09

Thanks for the information guys it has been very helpful however over at Virgin im getting nowhere fast as i have been at this problem for over a month now...

General Maximus · 15-05-2016, 20:08

keep chasing them up with the fault ref and if they say the broader issue has been resolved then they need to book a tech if you are still experiencing problems. If/when a tech comes round ask them questions to aid in the troubleshooting. I have to do this with a particular guy at work who is next to useless and you have to spoon feed him the solution to a problem. If for example the tech says it isn't the shub and he has had a look outside and all the cabling looks ok don't just let him go, ask him what he thinks could be causing the issue. If he says it might be something further up the network then say "oh right, do I need to ring up and report that or do you send somebody an email or what?". When he says he needs to make a phone call, "what sort of timeline are we looking at for it to be fixed, a day or a week? Will they let you know when it is fixed or will it just happen?" Some people are lazy and are quick to drop anything which looks like hard work so I like to do some subtle prompting and giving them a nudge in the right direction. If they know you aren't going to let it go then they know it is in their best interest to get it done and out of the way just so they can get rid of you :p

Kushan · 16-05-2016, 14:49

Quote:

Originally Posted by General Maximus

I hate doing stuff for the sake of it. In this instance I thought it would have been more efficient to look up the fault reference and provide an update and only log the call and take details if further action is warranted (like if the customer provides a fault reference id to chase up a fault which the customer believes to the reason for a problem they are experiencing only for the id not to exist or have been closed). But never mind, what do I know.

Never ever work in a call centre, the main driving force for everything is usually "For the sake of it" :P