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Virgin are hopeless! what provider is good?

Mardyass Avatar
7y, 11m agoPosted 7 years, 11 months ago
No broadband yet again and next call out available is saturday which means the kids laptops they have for xmas wont be able to be used online,im so angry with virgin,quick enough to bill me but im not getting what im paying for,been having problems for months now,spoke to cancellations and they want £120 to buy myself out of the contract but will reduce it to £80 as a gesture of goodwill!! strange thing is that as far as im concerned im not in any contract with them,been with them 12 years and not so long back i spoke to them and they suggested i changed my package to one with better benefits,they didnt tell me on the phone that this would mean a new contract or i would never of agreed to it,i never signed anything so where do i stand now?
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Mardyass Avatar
7y, 11m agoPosted 7 years, 11 months ago
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#1
We were with NT Hell which was bought by Virgin Media....

We then went with AOL who were great (never any down time, always 100% reception from the router and always fast internet but a bit pricey)

We changed to Sky as part of the 3 for £26 offer and it wasn't as fast, the receiver picks up about 56% signal but it seems reliable enough - they are raising the price by another £5 in the new year though!
#2
surley they have broken the contract by not supplying you with your internet
#3
We had an utter nightmare with NTL...... even three years later we are still being pursued by debt collectors on behalf of Virgin Media for a fictional £237 (this after we paid than almost £300 soon after canceling in 2005 to get them off our backs because we cut the contract short after 6 months....... we had already overpaid them by about £200 prior to that)

It is stressful beyond belief so please don't do what we did....make sure you finalise everything with them or they will chase you for the rest of your life!!
#4
My daughter is with 3 and hasn't had internet for days. We're with Vodafone - no problems so far!
#5
Hi Mardy

So you have no broadband? How long have you had no broadband?

If its more than a few days then they are in breach of contract to you.

Yes if you took out a new deal then they sign you up on a new 12 month cntract - that' sthe way most providers work it's just sometimes they "forget" to tell you

However before you jump from the frying pans so to speak - beware !

If you go with anyone else but BT, you are at risk of even worse service, and if you go with someone like sky or tiscali on one of there all in products you can get into deep poo.

Because what happens is if there is a fault of any kind they will start of by blaming BT for the line, but you cannot resolve this with BT because you are not their customer. Therefore you have to rely on the ISP to resolve the dispute with BT and BT charge them to do any checks, so they are reluctant to pays. It gets into a viscous circl.

Any if you go the local loop unbundled route where the ISP takes over your line it can get even worse because the ISP have to pay for any repairs and they avoid this at all costs.

I have been with VM for years and they are generally OK. Just keep pushing them

If you can stll get online and know how to use newsgroups then go to virginmedia.support.broadband.cable - this takes you direct to second level support rather than messing with the telephone support

hth

EliTom
#6
Everyone has their broadband horror stories - no doubt - I've change ISP a few times in recent years.

I'm now with O2, it's only £7.50pm for 8mb down and 1.3mb up - unlimited. I can't really fault it. You only get that price if you are an O2 mobile customer - PAYG and contract etc.
#7
Tiscali are pretty good I've been witht them for a couple of years with no probs (except for the odd hour or so a couple of times)
#8
Why not phone them up and ask them to sort it. When I had problems with them, I phoned their helpline, and asked for tech support, not their cancellation dept. The problem was sorted in a few minutes.
#9
deathtrap3000
Why not phone them up and ask them to sort it. When I had problems with them, I phoned their helpline, and asked for tech support, not their cancellation dept. The problem was sorted in a few minutes.
I did they cant get out til saturday! which im fuming about as will the kids be on xmas day,good job i have a 3 dongle with the virgin going down all the time i rely on it
banned#10
deathtrap3000;3835348
Why not phone them up and ask them to sort it. When I had problems with them, I phoned their helpline, and asked for tech support, not their cancellation dept. The problem was sorted in a few minutes.

LOL! :roll:

Dont you think the OP has tried that over the last few months :whistling:
#11
Mardyass
I did they cant get out til saturday! which im fuming about as will the kids be on xmas day,good job i have a 3 dongle with the virgin going down all the time i rely on it


They cant sort it over the phone? Thats almost lazy.
They usually can sort most problems remotely. Unless its a fault with the modem.
#12
I still have Tiscali, not cheap but very reliable, been with them since it was World Online!
#13
wendyak
I still have Tiscali, not cheap but very reliable, been with them since it was World Online!


soon to be $ky...........

EliTom
#14
deathtrap3000
They cant sort it over the phone? Thats almost lazy.
They usually can sort most problems remotely. Unless its a fault with the modem.
each time ive called them they have never managed to fix it over the phone ive always had to wait for an engineers appointment,its very difficult as the ppl working in the indian call centre are very difficult to understand,the lines seem quieter and it seems as if they are reading off a flow chart oblvious to what it is youre trying to tell them!
#15
Mardyass
each time ive called them they have never managed to fix it over the phone ive always had to wait for an engineers appointment,its very difficult as the ppl working in the indian call centre are very difficult to understand,the lines seem quieter and it seems as if they are reading off a flow chart oblvious to what it is youre trying to tell them!


can you get onto newsgroups? that's always how I talk to VM and its with UK tech support and they can book appointments as well direct

EliTom
#16
where will i find them? i cant get on anything using the virgin bb,ive rung spoke to tech support,got passed thru to a manager and even he doesnt know what the prob is but still insists they cant sort it before xmas and that the earliest engineer visit will be saturday but i can ring in everyday if i like to see if they have a cancellation!
#17
Mardyass
where will i find them? i cant get on anything using the virgin bb,ive rung spoke to tech support,got passed thru to a manager and even he doesnt know what the prob is but still insists they cant sort it before xmas and that the earliest engineer visit will be saturday but i can ring in everyday if i like to see if they have a cancellation!


of course - you are using 3 dongle so you won't be able to get to the vm news server

PM me and I will try and help post a message for you

EliTom
banned#18
What exactly is the problem? What have tech support done with you so far?
Unless its a faulty modem or cable into the house then its likely you can get it fixed.
If you want i can pm you a number that should get you through to an english call centre for tech support too.

I presume you have tried removing the router and plugging the cable direct to the computer?
#19
colinsunderland
What exactly is the problem? What have tech support done with you so far?
Unless its a faulty modem or cable into the house then its likely you can get it fixed.
If you want i can pm you a number that should get you through to an english call centre for tech support too.

I presume you have tried removing the router and plugging the cable direct to the computer?
tried unplugging all the leads to the modem and reconnecting it and nothing,the lights come on the sync light flashes like crazy but no ready light at all (its usually solid green) I've so far has a new modem,new wiring inside the house and a new cable laid outside to the box as well as being moved "up" within the main carrier box to try to improve the signal but it still keeps dropping out
#20
elitom
of course - you are using 3 dongle so you won't be able to get to the vm news server

PM me and I will try and help post a message for you

EliTom
its flashin on and off occasionally so should be able to try it once i have a connection (fingers crossed) is it on virgins homepage?
#21
Mardyass
its flashin on and off occasionally so should be able to try it once i have a connection (fingers crossed) is it on virgins homepage?


what modem have you got - the black Scientic Altlanta one or the Webstar one?

EliTom
#22
Mardyass
its flashin on and off occasionally so should be able to try it once i have a connection (fingers crossed) is it on virgins homepage?


I am assuming its a cable modem not adsl via BT - do you have BT phone or BM phone service?

EliTom
#23
it says its an ambit??
#24
elitom
I am assuming its a cable modem not adsl via BT - do you have BT phone or BM phone service?

EliTom
no home phone is virgin too
#25
Demon are the best.

First ever UK ISP.

http://www.demon.net/
#26
Mardyass
it says its an ambit??


has this modem ever worked?

Are there 3 lights on the modem Sync, Ready and Power?

how long have you been without bb

EliTom
#27
elitom
has this modem ever worked?

Are there 3 lights on the modem Sync, Ready and Power?

how long have you been without bb

EliTom
I've had problems with it for roughly 9 months now,the modem has worked i just have no steady green ready light,the power,enet and sync light are all flashing but no ready light,occasionally it will come back on (the ready light) i then have broadband for up to 15 minutes wooooo!! before it dies again,somedays its been ok and can go all day without cutting out,other days like today its off for the majority of the day flashing on and off as it pleases
this ambit modem has 6 lights in total power,enet,send,recv,sync and ready
#28
Dont go with Aol I did and never been happy, They made me sign over to talk as part of there package, but it has never been set up and I have to dial 1280 for bt before I can even make a phone call, I tried to return my calls to bt but aol said I would be charge for the full contract! I still have to dial 1280 to use phone and its been 15 months now! after the full 18 month contract is up I am moving to sky for free.
#29
The same happened to us last Christmas. I just kept harrassing them until they sent someone out. Our TV and Broadband both blew days before Christmas. They eventually agreed to come and sort it. Just keep at them!
#30
Mardyass
I've had problems with it for roughly 9 months now,the modem has worked i just have no steady green ready light,the power,enet and sync light are all flashing but no ready light,occasionally it will come back on (the ready light) i then have broadband for up to 15 minutes wooooo!! before it dies again,somedays its been ok and can go all day without cutting out,other days like today its off for the majority of the day flashing on and off as it pleases
this ambit modem has 6 lights in total power,enet,send,recv,sync and ready


would you like me to log a fault via newsgroups - you end to get a response within less than an hour - maybe then can give some other ideas or push for a quicker engineer visit - especially if this has gone on for nine months :w00t:

PM me if you want me to do this as I will need your user id

EliTom
#31
elitom
would you like me to log a fault via newsgroups - you end to get a response within less than an hour - maybe then can give some other ideas or push for a quicker engineer visit - especially if this has gone on for nine months :w00t:

PM me if you want me to do this as I will need your user id

EliTom
thanks buddy,someone is just helping me out via pm but if nothing fixes it i will be pm'ing you! thanks so much,its been on a fair few mins now cor blimey!!!
#32
also maybe some useful info here

http://www.cableforum.co.uk/board/62/33632789-can-t-get-online-new-ambit.html

I'll check back in an hour or so for any PMs :)

EliTom
#33
got into virgins page with the help from one of you guys,faults listed.....
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Information (7) CableModem software upgrade failed
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Error (4) SW upgrade Failed after download - Incompatible SW file
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Information (7) SW dload: Invalid image signature!
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Notice (6) SW Download INIT - Via Config file cmreg-ntlhm250-light.cm
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Information (7) CableModem software download started
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Information (7) Software upgrade has started.
Mon Dec 22 13:41:35 2008 Mon Dec 22 13:41:35 2008 Information (7) A software upgrade filename was specified in the config file.
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Authorized
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Registration complete!
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) We registered with a DOCSIS 1.0 config file!
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Received a REG-RSP message from the CMTS...
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Sending a REG-REQ to the CMTS...
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) CableModem SNMP configure complete
Mon Dec 22 13:41:32 2008 Mon Dec 22 13:41:32 2008 Information (7) IP init completed ok
Mon Dec 22 13:41:32 2008 Mon Dec 22 13:41:32 2008 Information (7) CableModem TFTP init ok
Time Not Established Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Time Not Established Information (7) CableModem DHCP client init ok
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received


its cream crackered?? lol
#34
Mardyass
got into virgins page with the help from one of you guys,faults listed.....
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Information (7) CableModem software upgrade failed
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Error (4) SW upgrade Failed after download - Incompatible SW file
Mon Dec 22 13:41:38 2008 Mon Dec 22 13:41:38 2008 Information (7) SW dload: Invalid image signature!
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Notice (6) SW Download INIT - Via Config file cmreg-ntlhm250-light.cm
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Information (7) CableModem software download started
Mon Dec 22 13:41:36 2008 Mon Dec 22 13:41:36 2008 Information (7) Software upgrade has started.
Mon Dec 22 13:41:35 2008 Mon Dec 22 13:41:35 2008 Information (7) A software upgrade filename was specified in the config file.
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Authorized
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Registration complete!
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) We registered with a DOCSIS 1.0 config file!
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Received a REG-RSP message from the CMTS...
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) Sending a REG-REQ to the CMTS...
Mon Dec 22 13:41:34 2008 Mon Dec 22 13:41:34 2008 Information (7) CableModem SNMP configure complete
Mon Dec 22 13:41:32 2008 Mon Dec 22 13:41:32 2008 Information (7) IP init completed ok
Mon Dec 22 13:41:32 2008 Mon Dec 22 13:41:32 2008 Information (7) CableModem TFTP init ok
Time Not Established Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Time Not Established Information (7) CableModem DHCP client init ok
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received


its cream crackered?? lol


you need to post this to the tech support and push them to get their **** out to you !

EliTom

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