Problems TV & Modem Part 2

[andrewlutonuk]

Hello

I have had my installtion for years

I posted the below message a month ago. it is happening again today, Mon 1/2/10.

It only happens intermittantly

I have phoned faults on 151. India said they have had no reported problems for my area. they will not send a engineer.

They want to test my TV box then put me though to somebody else to check my modem.

I presume both connections are related


What do I do now?
see mesage below andrewlutonuk

thanks
andrewlutonuk


I have had my installation for Years. I am in St. Albans, Herts AL3

Since Yesterdayy 1/1/10 I lose connections.

My TV loses it return path. It is a Samsung SMT-2110C. It says return path is off with a IP of 0.0.0.0. The I.P is usally 10.43.***.**. The Dot above the Channel number flashes

My Modem, a NTL 250 has power, enet, sync lights on but the Ready light is flashing and then i can not get internet access

[Ben B]

That sounds like an area outage to me

[Peter_]

If both your TV and broadband are off then it will probably be an outage.

Try the STATUS PAGE.

[Ben B]

Or if it doesn't say anything on that ring the Status line on 08005610061

[andrewlutonuk]

as of 0730 Tue 02/02/10 this is stil happening

Both the Virgin TV Return path is off and the NTL250 Modem ready light is flashing.

I have just phoned the number provided by Ben B. there are no reported problems for my Area AL3 St Albans, Herts

I have just check the virgined media status page for Herts, Beds and Bucks. The only problem on there is for LU4

How to I report this to Virgin Media without going though the scripts provided by a Indian Call Centre. I presume i need to use a newsgroup.

It is funny that it happened also exactly a month ago

thanks
andrewlutonuk

[nodrogd]

Is it fixed now. This was in an adjacent area and services can overlap postcode areas

http://status-cable.virginmedia.com/...ticket=1184078

[andrewlutonuk]

nodrogd

Thanks very much for your help

I could not see anything for St Albans Area on the Virgin Media service status page when i looked on Tue 2/1/10 at 0745

What annoyed me the most is I could not report the fault via telephone, and the Indian call centre said at the time I phoned they could not see a problem, when i knew there was a problem.

I am at work at the moment 1055 but will be going home for lunch at 1300. I will check then to see if the problems have been sorted

Thanks to you and everybody else who has help me

andrewlutonuk

[andrewlutonuk]

Update Tue 2/2/10 1400

went home for my lunch at 1300. Problems still happening

TV STB no return path
Modem flashing ready light

Spent 30 minutes on the telephone to India.

TV fault guy transfered me to broadband faults, then broadband faults trafered me back to tv faults. They could not decide who was responsible


In the end i got a engineer booked for Sat 6/2 0800-1200 slot. I hope he/she turns up

andrewlutonuk

---------- Post added at 15:33 ---------- Previous post was at 14:09 ----------

Update 1440 Tue 2/2/10

Just got a text message from Virgin Media

It says 'We have a issue in your area which is affecting your services'

'Your Technician has been cancelled for Sat 6/2'

'We aim to have your Services restored within 8 hours'

When i phoned India at luchtime today they were still insisting there was no area fault. I tried to report the fault but it sounded like he did not believe me.

Why do they do this?

Why do not the Indian Call centres communicate/update their computer screens with the other areas of Virgin Media.

I am very angry at this level of service.

If i have something wrong with my services i need to phone and report them for action to be fixed. I am not phoning up to pass the time of day.

I hope i do have my services back and running within the 8 hours

andrewlutonuk

[Digital Fanatic]

Hi,

Has your service been restored now?

Raised : 2 Feb, 2010 14:59
Name : Dave Atherton, Outage Surveillence Team
Ticket Number : 1184570
Estimated Resolution : 4 hours
Status : Updated
Priority : P1
Services Affected: Broadband Internet, Digital TV

Description :
Customers in the AL3 area of St. Albans may
currently be experiencing a loss of their
broadband Internet and digital TV. Our engineers
are now investigating this issue.

Virgin Media apologise for any inconvenience
caused.



- Virgin Media Technical Support


Updates:




Date : 2 Feb, 2010 16:10
Name : Tomos Jones
Estimated Resolution : 4 hours
Status : Updated

Description :
Service has now been restored. Our engineers will
continue to monitor this issue for any further
occurrences. Further updates will be posted when
available.

Virgin Media would like to apologise for any
inconvenience caused.

- Virgin Media Technical Support




For more details on service affecting issues, visit our
website at http://status-cable.virginmedia.com/vmstatus/summary

[andrewlutonuk]

Digital Fanatic

Been home from work since 1700 Tue 2/2/10

Time is now 1900 and again everything has been constantly working as it should be

It was just strange that this happened exactly a month ago aswell

Thanks for your help and everybody else who has helped me

a happy virgin media customer now

andrewlutonuk