Feeds

Virgin Media's flaky broadband network turns Bolton off

Town hit by multiple outage spasms - but for why?

Top three mobile application threats

Virgin Media customers in Bolton have been moaning about the telco's network since late last year, with some subscribers in the area claiming that the firm's techies have ignored the complaints or blamed the connection problems on individual routers.

But – for once, perhaps – the SuperHub, which has been cheekily dubbed the SuperFail by Register readers, is not the source of the close to three-month-long VM wobbles in the Greater Manchester town.

We've heard about multiple outage spasms lasting up to 15 minutes at a time kicking Bolton folk offline in postcodes that are some distances apart. And the disconnection woes have been happening since December.

Reg reader Brian told us:

When calling tech support they do not acknowledge an issue, usually claiming the fault is with [the] customer-owned router. Various faults calls have been raised and closed but with the exception of a one week reprieve, the fault remains.

All affected users have the fault at exactly the same time, Virgin Media seem unable to diagnose and repair this issue.

Brian said that a forum thread chronicling the town's Virgin Media customers' struggle to stay online shows that the outages have been regular and apparently widespread across Bolton.

Naturally, El Reg wanted to know why Virgin Media's broadband network in Bolton was - unlike its supremely athletic brand ambassador Usain Bolt - failing to consistently, er, bolt from the starting line.

A company spokeswoman told us:

We've been looking into this and I can confirm some of our customers in the Bolton area have been experiencing occasional, short drops in their connection. But this is not a problem with our new SuperHub.

Our engineers have been monitoring performance and were working to resolve the issue straight away. We got everyone’s connection back to normal but, following a fault reoccurring, we’ve done some further work and everything is now as it should be again. We'll keep a close eye on the network in the area over the next couple of weeks to make sure it stays that way.

We apologise for any inconvenience caused to affected customers. Their service should be back to normal now but if anyone is still experiencing problems we'd ask them to call our customer care team in case there's an unrelated issue affecting their connection.

After more than two months of complaints, Virgin Media finally fixed the flaky service just hours after the Reg contacted the ISP. Funny that. ®

Combat fraud and increase customer satisfaction

More from The Register

next story
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
Broadband Secretary of SHEEP sensationally quits Cabinet
Maria Miller finally resigns over expenses row
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
EE dismisses DATA-BURNING glitch with Orange Mail app
Bug quietly slurps PAYG credit - yet EE denies it exists
Like Google, Comcast might roll its own mobile voice network
Says anything's possible if regulators approve merger with Time Warner
Turnbull leaves Australia's broadband blackspots in the dark
New Statement of Expectations to NBN Co offers get-out clauses for blackspot builds
Facebook claims 100 MEEELLION active users in India
Who needs China when you've got the next billion in your sights?
Facebook splats in-app chat, whacks brats into crack yakety-yak app
Jibber-jabbering addicts turfed out just as Zuck warned
prev story

Whitepapers

Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
SANS - Survey on application security programs
In this whitepaper learn about the state of application security programs and practices of 488 surveyed respondents, and discover how mature and effective these programs are.