June 29, 2014

Another weekend, another Virgin Media outage


Sad to report that my house in Greenwich, south east London, is experiencing yet another weekend of Virgin Media outages. A few weeks back we had no internet for the weekend, now we more of the same. The service has been down 24 hours now with access so intermittent it's unusable, and the TV service is buggered too - nothing whatsoever on the V+ and the TiVo picture is present but unwatchable - freezing and breaking up every few seconds.
Customer Service proved to be a disappointment - I reported the problem yesterday, spent fifteen minutes reporting the TV problem, then had to go through the whole rigmarole again with the broadband guy - shouldn't this all be joined up? I reported the issues at lunchtime and it was acknowledged as an area problem as they'd had several customers call, but the Status page wasn't updated until late in the afternoon. They've booked me an engineer for Tuesday but it's a network problem, not local, as my neighbours are similarly afflicted. That's poor.
My family's losing it's patience with Virgin Media and I must admit I am too. Our broadband service has deteriorated dramatically this year, especially in the evenings and across the weekends (when we actually have it) and I've been told by the guys on 150 that the service won't be rectified until "later in the year". Strewth. We pay for high speed broadband (I'm on VIP) - we are getting under 1mb downloads.
Not at all happy. I never intended this blog to become a modern day "NTHell" site, but I fear it could be heading that way.

15 comments:

juicestop said...

My broadband was also intermittent for two weeks (TV was fine), the past week it has been back to normal, Luton area.

Nialli said...

I got a text from VM suggesting that the problem had been resolved, but TV is still breaking up on the TiVo and not working at all on the V+ and broadband downloads still under 1mbps.

Harkaway said...

I, too, have suffered from network outages all too often (I'm in Finsbury Park).

Eventually it got so bad that the helpdesk thought it was my modem and sent someone to give me the latest Superhub. When they arrived it wasn't the modem (although they replaced the one I had), it was a bad connection outside which needed replacement.

Now I have brilliant speeds and fewer outages, but it might be that you have a problem with your connection which makes the outages even worse.

I blamed the network for a long time, but I now can see that it only exacerbated a problem that they pretty easily rectified.

Nialli said...

I have an engineer booked for Tuesday, our second in a month. I see they have updated the status page to report "Good Service" but we ain't seeing it

The Unsung-Hero said...

Ask them about their capacity management and capacity planning process, ask them about their problem management process, ask them if they are ITIL compliant.

Seriously, speaking with this bunch of cowboys is embarrassing - They have THE very worse people facing off to their customers, if only the people I have spoken to on occasion as a service partner of VM were on the front line, more would get done.

mike hogan 63 said...

I live in Holloway having the same problems on my internet have to reboot it twice a say

mike hogan 63 said...

should have been a reboot twice a day on my internet hub box

DaBozUK said...

Sorry to hear you've been having problems. In Reading it's been ok but I did notice internet issues randomly throughout the weekend that usually resolved in a few minutes.

I'm ready to "cut the cord" (metaphorically cable TV wise) as I've got the family hooked on Netflix and other IP based content, so if you find a reliable broadband and phone only solution, let us know!

Nialli said...

All services back to normal this morning. Although "normal" at weekends is not what it should be!

Gruney said...

We had repeated problems over a year long period. It turned out to be related to the power supply to the street box. Once this was fixed it has been fairly reliable.

But what drove me mad is what you have also encountered, that at a time of regular repeat problems they would insist each time on scheduling an engineer to come to the house at great inconvenience to them and to us, when this was completely pointless, and the problem was always fixed at the street box. What a waste of limited resources.

Rick Mills said...

Ours went down earlier this week (St Albans) after near perfect uptime for over 2 years. Phoned up, had a conversation with a lady in India (who enjoyed talking about how it was 9pm out there, and they were in monsoon season...

In any case, she worked her magic, got us back online within 10-15 minutes and we somehow ended up with 20mbps upload speed after that, and the 152mbps upgrade that we weren't due to get yet. Not that I'm complaining.

Irishmanc said...

I believe a lot of the problems are due to the upgrading of the broadband speeds to existing customers or that's what I was told when I called in, I already have my speed upgrade as I changed package and already had a superhub 2. As you are VIP have you had your superhub upgraded to superhub 2? You need that for the new 152mbs some speeds. Plus as your on VIP have you checked if you would be better off on the Big Daddy and replace your V+ box with a TiVo 500, have a word with customer services.

Nialli said...

Thanks all. Pleased to report normal services were restored overnight on Sunday and now both TV and broadband appear good. In fact the broadband now seems to be solid in the evenings too. Not sure who did what but there was no engineer visit and I didn't do anything overnight to restore services.
(And I'll checkout Irishmanc's suggestion that I look at moving to Big Daddy from VIP - however, Mrs Nialli is very attached to the V+ for some reason!)

Nialli said...

Thanks all. Pleased to report normal services were restored overnight on Sunday and now both TV and broadband appear good. In fact the broadband now seems to be solid in the evenings too. Not sure who did what but there was no engineer visit and I didn't do anything overnight to restore services.
(And I'll checkout Irishmanc's suggestion that I look at moving to Big Daddy from VIP - however, Mrs Nialli is very attached to the V+ for some reason!)

Harry Feather said...

Area 14 was out during the Tour De France coverage in my local area.
What is going on with Virgin.
Really really disappointed I missed the live coverage.
Had trouble the week before and they told me to reset my system.
So annoyed.................