MAJOR NETWORK ISSUE (17 Jan 2012)

[The PIT]

Funnily enough my 02 connection is like grease lightening tonight.
Perhaps half the customers have jumped ship and brought virgin down

[Traduk]

My modem went off at midnight last night for an hour which usually means VM working somewhere and as it came back with a different IP I thought it was re-segmentation. However performance was below par and pings longer than usual.

Early this afternoon as surfing started to fall apart and changes in DNS servers made no difference I called India and spent almost 4 hours of moronic basic checks. Although I stated right from the onset that it had all the hallmarks of a rapidly deteriorating network issue he still insisted that I needed an engineer to change the Superhub.

I find it incredibly frustrating that VM use an outsourced support system which allows a slowly unfolding problem to deteriorate into a countrywide melt-down through downright incompetence. What a waste of an entire afternoon\evening dealing with a script driven individual who would not listen and called back three times hoping that I would think he was the specialist he was supposedly going to get to ring me.

If VM pay the people in India nothing, they get what they pay for, but if they pay the anything they are not getting value for money by any measure. Just my luck to get the same guy who said his supervisor was out but would ring me on his return (two months ago). This time he went the extra mile (hundreds) but ran out of skill level with 15 minutes. I guess his last promised call was forgotten about because the network problems I had been insisting upon were actually a reality.

FTTC has at long last reached within half a mile and we must be due soon. It is shame that at some point in time somebody in retentions will get hassle from me derived from the level of incompetence displayed by their Indian counterparts.

[The PIT]

Ahh seems to have come back up now.

[braysoj1]

it is Down here in keighley this is from my mobile

[The PIT]

Spoke too soon died again I'll stick with 02 who never seem to go down.

[Sirius]

Its fine here in Warrington

[qasdfdsaq]

My O2 went down twice during the year I was with them.

[Digital Fanatic]

Originally Posted by qasdfdsaq

Yes but a simple "If you are calling about the current service outage, we're aware of it already" would massively reduce the number of support staff required.

And a lot of sites have a "backup" high volume, low complexity system for reporting major outages - e.g. reverting to a single line of text instead of failing completely.

Having a contingency plan to deal with major outages is all part of being a major service provider.

---------- Post added at 20:40 ---------- Previous post was at 20:39 ----------


Actually I was getting a "Site too busy" response from Cable Forum most of the time while VM's own forums were slow, but functional.

The phone lines couldn't cope with the amount of attempts to call, so failed before they could connect. There was a service message applied as soon as the outage was identified.

[Peter_]

No loss of connection in Liverpool.

[roughbeast]

Didn't notice any problems throughout.

[Wild Oscar]

I've not noticed any problems here .. Medway area.

On the other hand I've not been online that much , so I may have missed it!

[cookster]

Terrible here in Droylsden

[SiJ2000]

As far as I am concerned, all is back up and running... (Area 21)

[Begize]

Awful in Stockport (SK6) - was working OK but now very random again.

[Turkey Machine]

Originally Posted by The PIT

Spoke too soon died again I'll stick with 02 who never seem to go down.

Give it time, I've read of more Be* issues in the past year than should be of a 21st Century DSL network.