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Virgin media broadband broken

Al&Em

By Al&Em
in General ED Issues / Gossip

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nunhead_man

nunhead_man

Posted
Posted

I'm interested by the Virgin infra structure - goes back to when in the 1990's NTL installed and provided what was the only domestic supply of optic fibre - implementation was interesting - one place we lived there were boxes in the street but no cables - confused the bods who came around to try to supply our service! And none where we are now either.


Making optic fibre joints is not like joining two copper wires together - it is akin to curing glass - you need a quite complex joining jig - e.g. http://www.fibrefab.com/products/tools-test-equipment/fibre-optic-cold-curing-termination-and-inspection-kits/


And you do need to know where the cable runs are - amongst all the 100 year old legacy of "knitting" of pipes and cables under out streets :-)

  • 3 weeks later...
another annie

another annie

Posted
Posted

We're halfway up Landcroft Road.


I phoned Virgin a couple of hours ago as Catch up tv and iplayer hasn't been working for a couple of days, and the picture has been freezing occasionally when watching normal tv. They said there is a problem in our area causing 'intermittent' problems to customers that may not be fixed until Monday 1st December. I just said 'ok, thanks' and rang off before thinking Monday!? - that's a week without service then...


Now the thing's not working at all.

Bic Basher

Bic Basher

Posted
Posted

At least you had VM installed. When I booked an install, they couldn't get into the cabinet which is situated inside a locked room which is owned by Southwark Council.


Ended up using the much criticised TalkTalk instead which uses BT's Openreach network and not had any downtime.

MissWiggy

MissWiggy

Posted
Posted

Gem1 - that's near me too.


I've just been told that the "complete lack of broadband and tv" will be rectified by 0030 hours tonight.


There will then be intermittent service until Monday when the service will return to normal (whatever that means...).


The person I spoke to couldn't even give me any information re compensation.

nikthegreek

nikthegreek

Posted
Posted

No VM broadband or TV on Goodrich Rd - 2nd outage two weeks :o(


You need to speak to the billing team to get compensation which is calculated as the daily amount that you pay for your VM service


The Customer Retention team can pay larger amounts - they are available 8am-8pm

Indiana

Indiana

Posted
Posted

We are landcroft too and have had no internet or tv since yesterday- managed to get through tonight and was told it would be fixed by 1230 lunchtime tomorrow


They will refund us the days we have been without - when I said they should owe us more she put me through to retentions. They were closed.


Brilliant.

Hawley

Hawley

Posted
Posted
According to the prerecored phone message they are carrying out some tests and everything should be back to normal by 4pm. HOWEVER, I had quite a long conversation with them at about 10pm last night during which I was told the fix would likely only be temporary. Great. Apparently the problem is a broken cable and 500+ homes are affected.
anonymous_third_part

anonymous_third_part

Posted
Posted

i'm ditching virgin media and moving to EE. The service is good when it works, but far too unreliable. EE will probably be the same though - but ?33 a month cheaper.


Like all companies, they haven't invested in infrastructure for ages, so it always fails somewhere.

Penguin68

Penguin68

Posted
Posted
Whilst I have no particular brief for Virgin Media - a broken cable affecting 500+ customers is quite likely to be the result of third party activity (JCB through the cable) rather than an investment failure. Most of their co-ax infrastructure is no older then 30 years (most much younger, particularly any fibre they have in the sustem) - for their type of cable that's not long and should last if not interfered with - but cutting through it will always be a problem. Problems with switches, line cards and software (where technology is fast moving) are more likely an investment/ upgrade problem. But a pipe is a pipe.
Bic Basher

Bic Basher

Posted
Posted

dimples Wrote:

-------------------------------------------------------

> I had a terrible time with EE on Belvoir road :(


I believe Anon Third Part is changing to EE's ISP which uses BT Openreach infrastructure. which shouldn't be that much of a problem in comparison to EE's mobile service which is bad in parts of ED.


EE will also be soon offering a tv package which is delivered over the internet using a set-top box. BT and TalkTalk also offer similar.

ponderwoman

ponderwoman

Posted
Posted

After no service for 3 days in Oakhurst Grove, engineers today said the amplifier in Kelmore Grove was broken.


They also said they are having a lot of trouble with rats in the conduit.


This evening it is running again at half speed, which exceeds expectations.......

Lollipop

Lollipop

Posted
Posted

In Belvoir Road, it is slow as treacle and I am having to reboot my router every half hour. Trying to call them but there is a 10 min wait to get through. Anyone have an update on when it might be fixed.


Managed to log onto the web site where they gleefully annonced I was due a 'super fast upgrade'. I'd settle for an existng service.


might take to twitter to complain....

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