Feeds

Virgin Media deletes customers

Database purge leads to lengthy outages

Boost IT visibility and business value

A purge of unregistered cable modems by Virgin Media, part of a records clean-up, has left hundreds of customers without internet access for up to 10 days.

The programme has been running without problems since February, but in the last two weeks has hit active customers using old hardware.

Virgin Media has been trawling its databases of MAC addresses for devices not matched to registered accounts. A technical glitch caused modems issued by NTL to be frozen out of the network.

Customers wrongly affected by the purge should call customer services to have their modem manually restored to the database. Some have been sent new modems.

A Virgin Media spokesman apologised for the errors and said today: "The vast majority of affected modems were end of life or no longer in service due to disconnected accounts.

"A small percentage of unregistered modems were in use by customers, however due to incomplete records inherited from previous guises of the company, identifying these customers was impossible. The process to reactivate valid customer modems had been running smoothly until about a week ago, when a technical issue meant re-activation was delayed."

He said the technical glitch has been resolved and that staff are working through the backlog of customers disconnected in error.

Customers had speculated that the programme was part of efforts to battle illegal modem cloners, but the firm denied this, saying it merely aimed to spruce its records. ®

Seven Steps to Software Security

More from The Register

next story
Scotland's BIG question: Will independence cost me my broadband?
They can take our lives, but they'll never take our SPECTRUM
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
Bring back error correction, say Danish 'net boffins
We don't need no steenkin' TCP/IP retransmission and the congestion it causes
NBN Co adds apartments to FTTP rollout
Commercial trial locations to go live in September
Samsung Z Tizen OS mobe is post-phoned – this time for good?
Russian launch for Sammy's non-droid knocked back
Telstra to KILL 2G network by end of 2016
GSM now stands for Grave-Seeking-Mobile network
Seeking LTE expert to insert small cells into BT customers' places
Is this the first step to a FON-a-like 4G network?
What FTC lawsuit? T-Mobile US touts 10GB, $100 family-of-4 plan
Folks 'could use that money for more important things' says CEO Legere
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Application security programs and practises
Follow a few strategies and your organization can gain the full benefits of open source and the cloud without compromising the security of your applications.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Securing Web Applications Made Simple and Scalable
Learn how automated security testing can provide a simple and scalable way to protect your web applications.