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I've had to open half a dozen tickets for the same fault (constant disconnects) over the past month. I've had 4 technicians visit, and I've had my modem replaced, but the constant random disconnects persist.
The most recent disconnect was at 00:05 this morning and the modem did not reconnect until I physically rebooted it myself at 11am this morning. So, my Business line was physically DOWN for 11 hours until I manually rebooted it.
Virgin Keep insisting that there is nothing wrong with my line, though have refused to replace the modem again because they feel it's was replaced two months ago so doesn't need replacing again.
Before the latest spate of disconnects, I suffered from constant packet loss and high latency. Shortly after them fixing that, the disconnects started.
Their faults department seem to be numbers driven so constantly close tickets a day or two later even though I still have issues. I keep asking them to keep the tickets open while I evaluate the effectiveness of the latest Technicians visit, but a day or two later the ticket is closed.
They then insist that once a ticket is closed it can�t be reopened and so another ticket number is issued and I have to go through the entire process of explaining the fault again.
Infuriatingly, the latest technician decided that he felt I'd have to just get used to the constant disconnects because that's just how it is, or I should look at installing a dedicated line!
That is not the sort of technical solution I was expecting.
I've also had them refuse to upgrade me to the latest firmware, because they say VOIP and VPN traffic is broken by the latest firmware update!
So even though I resigned myself to the fact that with the GRE tunnel implementation for the fixed IP's, I will never achieve the full speeds I'm paying for, having put up with months of packet loss and high latency, the recent constant random disconnects means that I am paying for a service that I cannot use reliably, and have had to banish it to being my backup line instead of the main line it was installed as.
At the end of my tether I finally rang up Cancellations last week Thursday.
After being bounced about between several people and spending almost an hour on the phone with them, I was told that someone from Cancellations / Retentions would be in touch. I have heard nothing yet!
To say I'm not surprised is an understatement, because this is exactly the kind of service I have come to expect from Virgin Media Business
Edited by markieb (Tue 16-Jul-19 11:43:54)
