Anyone up on Virgin Broadband tech terminology?

Pyroblaze

Pyroblaze

Pyroblaze

Permabanned
Joined
9 Nov 2008
Posts
510
Location
Pictland
Had all services installed by VM this morning, TV and phone work fine, broadband (20mb) doesn't work and engineer mentioned (lied i think) that he saw a network van 2 doors down so there must be a problem and it will be fixed within the hour.

An hour passes broadband still not on (keeps syncing then flashes ready then goes back to syncing) quick phone call to the installation line folks and they said there is a "problem with the platform it was installed on" and this will probably be fixed within 24 hours but may be up to 5 days.

Is "problem with the platform" just terminology for there's a problem, somewhere or is it specific?

I posted on the VM support forms and was told from my router stats it's the upstream power levels being 61.0 dBmV that's too high and making it loop syncing so tried phoning tech support, but that was some indian chap who said the line needed activated and transferred me to someone who then told me neither customer services nor tech can activate it and it needs to be the engineer and to wait 24 hours.

All of it sounds just generic and ****** to me apart from the guy on the virgin forums mentioned the upstream power, but thats no use to me if indian call centres don't understand me when i say something plain like the broadband is broken (they originally started apologising that the install engineer is late and he's on route now... he'd already been hours before that!).

God i'm regretting this already, told so many different things and no clue what some are or even which one is true, if anyway.
 
Don't bother calling, you won't get anywhere.

Try the support newsgroup if you can get on it, there's a guide on the support forums I believe, or you could ask someone knowledgable on there.

It does sound like a rubbish explanation tbh, I'd pester the newsgroup tecchies and they'll tell you what they know.
 
I 'think' the virgin newsgroups need you to be on a virgin connection to access them, having to use a 3 mobile dongle atm until this gets sorted.
 
Yes I thought that could be a problem, wasn't sure just how bad the connection was for you.

Forums will be the best place after 22nd as the newsgroup is being moved over to there, so sign up now and wait a few days. You could always try to call until you get through to the UK call centre, who are a bit more helpful, but tbh it's more money down the drain that you won't see again, and it probably won't speed up the fix.
 
I had your exact same issue for a week on my Virgin 50 meg connection. Was down to a broken "UBR" at my exchange. Not saying your is the same issue but i had the exact problems of the modem sync'ing, then all the lights resetting.
 
There is a UK callcenter rather than the Indian one. Depends what time of day you phone. The upstream power level is unlikely to be it. It is a little high, but mine is at 57 and my speeds are fine on 20mb...well...I say they are fine, it doesn't always get the full 20mb at peak times since I upgraded the other day but that's another story.
I would keep pestering them basically. Also checkout other cable forums for help.
 
I'll give them until the 24 hours is up in the morning and call the installation people again, at least there it was a scottish lass that will know what i'm saying. Just been told from elsehwre that the downstream power of -7.1 dBmV and upstream power level of 61.0 dBmV is most likely the reason the modem isn't locking on down being way too low and up being way to high.

The engineer never checked any of these things, all he looked at was the lights on the modem. Not a good start and if i really do end up waiting 5 days i can see myself cancelling.

jaybee said:
The upstream power level is unlikely to be it.
Click to expand...

I really wouldnt know, i'm simply going by what i've been told elsewhere. The 256 modem supposedly has 61 as the threshold.
 
Last edited:
Once you are confident that it is a problem with the signal levels get the engineer booked up asap as sometimes they can take days. It will be worth it when it's done. Make sure you are there when they arrive and that you definitely have a fault or you may get charged a call out fee.
 
I got a bit ****ed off and gave in and phoned again via the installation option on 151 and got an english fellow. He had me on and off of hold while he went back and forward between the install engineer department and IT.

Turns out that the engineer did two things wrong, a)shouldn't have left until the modem was locked on and b) input the wrong work codes, both of those meaning they couldn't do anything to fix it from their end. It sounded like the engineer is in a pile, but hard to tell whether that's just to appease me or not.

Anyway, result is that IT will phone me within 24 hours to arrange an engineer out asap to fix it. It sounded like i won't have to wait 5 days, but we'll see when the call comes tomorrow.
 
I thought i'd be smart and call them this morning to find out if a date and time had been arranged rather than wait, ended up with someone who didn't seem to know or care what had been discussed in other calls. After not listening to me and making me reboot the modem, he booked an engineer for tomorrow morning between 8 & 12. So fingers crossed said engineer will have the slightest clue what has been going on and will be able to fix it.

When i was waiting for him to find a date and time that he could book i was all set to ask to be rerouted to customer service and cancel the whole package if he'd came back with a date for next week. Most companies support are kinda rubbish, but Virgins support and service have made a terrible impression on me as a new customer. Their broadband had better be worth it when all is said and done tomorrow.
 
You must log in or register to reply here.
Back
Top Bottom