it's not working properly .. for me

Hi folks. New here - first post, not sure if it's even the right place or that I'll find my way back, but here goes! It's like a shaggy dog story... NTL cable with Belkin wireless router currently with 2 dell computers running wired from this box. For last couple of weeks had problems with router continually going 'off-line' so had to turn on and off. Replaced router which appears to be OK in itself, but we're having the following problems on BOTH computers [NTL cable (XL)] - and these apply regardless of whether connected through the router or direct to the NTL box. Try downloading files and it starts at a speed of circa 20kps (used to be circa 1200) and just stops after couple of minutes. Can't load XP auto updates as it won't download the files. Streaming hardly works - just a bit of a BBC news video before it stops, streaming radio stops and starts. MSN cuts out after a couple of minutes (end of world for daughter). Upgraded PCGuard but couldn't register cos they're off line, so scrapped it for AVG, have reconfigured internet connection, virus checked both machines but it just won't work. I'm inclined to blame Virgin as both pc's have the same symptoms! Have prepared noose and am holding hammer next to NTL cable box (just kidding on both fronts!) Any suggestion as to what I should try next? Phoning Virgin media is not considered an acceptable option!

If you have a virgin phone then broadband support is now free by dialling 151 i think. If your not on virgin phone it's still only local or national call rate but don't have the number to hand and as it's the weekend the call should only cost a few pence.

Thanks for that. I'm averse to phoning them if I can possibly avoid it as I had a series of really annoying calls previously (waiting 20 minutes for answer on several occasions, and then being transferred direct to a "supervisor" which turned out to be back at the end of the queue for the same push button selections - over an hour on the phone getting nowhere!) But perhaps they've improved? I might try it but the numbers on my latest bill are still the premium rate 09 series! I'm still open to suggestion while I wait for the phone to be answered!

In reply to:

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I might try it but the numbers on my latest bill are still the premium rate 09 series! I'm still open to suggestion while I wait for the phone to be answered!

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Calls to the Tech Support phone line (on 0906 212 1111) are still charged at 25p per minute. There is a 10p connection fee from Virgin Media landlines. Charges from mobiles and other networks may vary. From June 1st, VM will be changing back to a free (from a VM phone) number plus allegedly an 0845 number for the rest of us.

An alternative is to use the Tech Support newsgroup. Many users have found the newsgroup to be the least stressful method. And it's free!

If you've not already setup access to newsgroups on your pc, you may find VM's step-by-step guide to using newsgroups with Outlook Express useful (but beware: the graphics show the old blueyonder.co.uk news server). The server does not require you to log on -- in fact, you won't be able to connect to the server if you add your Account name and password!
The Tech Support group is 'virginmedia.support.broadband.cable' on news.virginmedia.com or text.news.virginmedia.com and is monitored between 8am and 10pm every day. You can usually expect a response within a few minutes but, if the staff are exceptionally busy, it might take as long as 4 hours.

When reporting a problem in the newsgroup, they'd normally require a multiple-file downloads test, but given your problems I suspect the Tech Support staff will be okay with the following tests:

• Your netstat -a (see notes here )
• A ping to www.bbc.co.uk (see here)
• Two trace routes to www.bbc.co.uk (see here)
• Your modem logs and signal levels (see here)
• And a good description of your exact issue
• Make sure that you also mention your VM alias (that's the part of your VM email address before the @ symbol) so that TS can identify your account details on their system.

[All the notes (and more!) have been ripped from Annie's excellent Broadband FAQ: well worth further reading when you've some free time and bookmarking for future reference!]

If you're frustrated and angry with the quality of your service, try not to take it out on the Tech Support staff who are only there to try to help!

Good luck!

When it comes to virgin media who knows what is and whats not working.
Glad to have left them after several years.
Ok if you just surf and e-mail. If you are a heavy user forget it.
XL is in name only.

XL is fine here. I'm sure quite a few have issues, but I don't, so you shouldn't generalise.

Edited by deleted (Mon 05-May-08 12:27:42)

Same here i never have had any issues with the speed of XL. Worked all the time since i had it installed nearly a year ago.