Whirlpool

I am in west Brisbane - 4069

Virgin has been fine for me since we signed up when it was first released however.............

On Saturday morning I got the Cannnot connect - Connect­ Failed - check your settings error. dBms okay at around 90

Tried twice to get hold of support over the weekend - 30 mins on hold before I gave up!

Finally got hold of them this morning from work and they tell me its my machine - bull I work in IT!

Got told to try resetting the modem which I think is rubbish as well.

Anyone else having problems in SE QLD???

What are my options now, any advice please?

Ok at 4055

Are you on R2C19 firmware ?

Thanks for the reply, where is 4055?

I am right on the edge of their wireless broadband coverage but as I said it has always been fine until this weekend.

Why do I need a firmware upgrade?

Where do I get it from?

How do I install it?

4055 is Ferny Grove Brisbane

R2C19 firmware available from Virgin website

www.virginbroadband.com....e/downloads.aspx

has firmware and instructions

Earlier version had connection/freeze problems, also be aware that some of the original modems shipped still have problems on new formware and may need to be replaced

see also

www.vbb.themuses.org

As I understand it and I could be wrong, virgin did some changes to the network in the early days to attempt to fix the dropout problems with earlier version firmware. They probably expect everyone to be updating to R2C19 firmware in their modems and maybe they are removing some of their network "fix's" on their side which is causing the earlier versions of firmware to become unstable.

Edit :Typo's

Nice one, files all downloaded and ready for tonights fixit session.

Even though we have one of the original modems it seems strange that we have only just got problems.

I still thin its the tower but maybe the firmware is needed to match a tower software upgrade??

Thanks for all the help!

You are correct it could still be a tower problem

Good luck with upgrade

If it not in the instructions save your config before you start in case it goes pear shaped.

From memory if you are on the very original firmware R1k10 the configs are not compatable with R2xxxx firmware so you might need to make a copy of any setup changes you did originally ie WIFI setup etc

Big Ben writes...

On Saturday morning I got the Cannnot connect - Connect­ Failed - check your settings error. dBms okay at around 90

Yep me too in 4116 but mine has been going on for some time longer with the Not connected. Connection failed, please check your settings
and i finely got the support this morning i rang them at 7am on the dot had to wait for 10 munits but got through they tried to say it was my settings but after a while i convicted them it wasn't but nothing they could do at that time so it has gone to level 2 support (and they credited me $15 for my inconvenience) but i am still on gprs only every time i try umts it goes to searching i just wounder how long THIS one will take them to fix or they will sweep it under the carpet?

Sounds like a tower problem. Try GPRS and it will probably work.

I'm Ok in Nundah apart from the constant time outs.

Windsor 4030 Nth

Mobile was choppy this morning with chunks missing.

Internet OK.

Well tried to get off GPRS this morning but it still goes to searching when it tries to go to UMTS haven't bothered with the phone, so does any one know where to find out about tower outages not upgrades

Heres the update from last night.

Did the firmware upgrade and still no good. I was on R1K10 firmware so could be an issue there.

Called support and waited on hold for 1 hour - their service is abismal!!!

Got lucky with a really good support tech. Instructed to reset modem, this allowed connection via UMTS and very occasional HSDPA but no pages loading at all. Ping not working, tracert not working meaning no connection to DNS servers! GPRS still works tho dog slow!

Tech has put call in for Optus tech to inspect tower and is also sending new modem in case firmware upgrade not compatible with old one. Time scale for both of these - 2 weeks!!! Unbelievable!!!

Claimed no work has been done on towers but I still think the problem is there!

Will update again tomorrow after I try some more things tonight.

Any suggestions appreciatted.

I'm glad that this wasn't just happening to me. Admittedly I'm not in QLD but NSW and I had the exact same issues as you guys are having. Lasted 2wks. It's not just a virgin issue. I also have a virgin mobile phone and that was also totally unable to use the 3G, when my mobile was on 3G I couldn't call, I couldn't SMS nothing I had to force it onto GSM. Same with my modem. When it was on 3G it wouldn't connect to the internet or do anything but when I forced it onto GPRS it was fine.

Hopefully yours will sort itself out like mine did. Every day for that two weeks I'd try and use my mobile phone, when it didn't work I didn't bother trying my modem, the day it worked I put it back on UMTS and it's been working perfectly fine once again.

Also I can't help but notice I got an over the air update from Virgin, mind you that didn't fix the issue. I tried calling tech support on numerous occasions and was always given the same thing, move modem, reset modem blah blah blah. In the end I got my boyfriend to call up and he got them to credit $20 to my account and also was told that if they can't fix it by a certain date we could cancel our contract with no penalty. It got fixed so we didn't have to go for the second option fortunately.

Unfortunately appears to be tower problem or stuffed modem.

I ordered a replacement modem recently and it arrived in 3 days......so their is hope ????

Navi25 writes...

It got fixed so we didn't have to go for the second option fortunately.

Or did you mean unfortunately because the mobile i have is working fine (through 3 but uses the same tower) and still every time i try to go onto umts it says its connected but its not i leave it for about 90 seconds then it goes to searching again so far they haven't given me option 2 for this trouble all i want is the service that i have to pay a high price for (compaired to standard adsl unlimited planes and speed wireless is over priced)

thebutcher writes...

mobile i have is working fine (through 3 but uses the same tower)

It may use the same physical tower but it doesn't use the same equipment.
Totally different network altogether.
If you look in the 3 threads you won't find any bitching about 3's performance, only complaints you will see is their billing problems unlike Virgin's threads which is full of problems of every sort you can think of.

Well still no luck!

Says its connecting via UMTS but no DNS service available and cannot resolve web addresses!

Not happy at all especially after it being so good for so long!

Not going to invest in a cantenna because it was good before so should be again if they fix their tower.

Something really should be done about the awful support centre though - techs are ok but not enough of them obviously - cheapskates!

See web site

www.vbb.themuses.org

under tab "dns errors" may be of some assistance if you have not seen this already re setting up for more reliable operation of the virgin DNS servers.

Also from the VBB modem management console
under "SYSTEM SETUP" then "DIAGNOSTICS" can you ping say www.google.com.au or its IP address 74.125.19.103 ?

Big Ben writes...

Says its connecting via UMTS but no DNS service available and cannot resolve web addresses!

If you think it is DNS then you can change your DNS server to use IInet's or even Telstra DNS servers.

I use one of each.
Under Connection settings, Network Connections, WAN Cellular2, Setting button.
DNS Server - Change drop down box to Use the following DNS Servers.

Primary DNS is IInet : 203.0.178.191
Secondary DNS is Bigpond Qld : 61.9.211.33

If you are in another state then just look up bigpond help and find the DNS server in your state.

If this still doesn't work then you have more issues than DNS.
I won't use Virgin's DNS servers, They're flakey.

You guys are legends, will try that tonight and report back tomorrow!

Well it's been almost a week i am still stuck on GPRS so much for Virgin's starf with pass this problem onto there second levle supprt every time i try to go onto UMTS it says it's connected but then it goes to seriching the only way to get back on to GPRS is a reboot of the modem how ever from the looks of what is happing is wether it is optus or virgin servers that i log into they have placed me into a restricted account (but they will deney it of cause)
i know it is possable i use to set up log in servers fo some bussiness and doing this is realy easy i just want to be able to use the net in the way i pay for it

Also no phone and internet at the same time and some times no phone at all.
i have a goos signel low 60's to mid 70's on GPRS and UMTS so its not that.

thebutcher writes...

Well it's been almost a week i am still stuck on GPRS

I suggest going for a drive to a mate's place and trying it out.
If you can get a signal then you know the tower is up the creek and there's not much you can do until the fix or reset the tower.

Although you are not suppose to move the modem but as far as I'm concerned if they won't help you then you have to try and help yourself, and I don't think moving it to check a signal breaches your contract as long as you don't use it to make calls.

Other's have done the same thing and moved it to find out if it is the tower that is causing the issue.
If you have a laptop even better, take that with you too.

Toongy writes...

I suggest going for a drive to a mate's place and trying it out.
If you can get a signal then you know the tower is up the creek and there's not much you can do until the fix or reset the tower.

WHat good will that do i get a good signal from low 60's to mid 70's on GPRS and UMTS it seems to me that they have put me on a restricted account at the server (which i know is possible) so i cant log into UMTS even though i got a e-mail back fom support
quote(A new modem would most likely have the same result. It must be more due to your geographical location in this case, but investigations are still pending.

All we can advise is for you to be patient while the investigation is pending.)
even though i have been on this since it first came out and after i get a breach letter last month and now this i think it is them trying to get me to quit

ALSO i know where the tower is i am in line of sight 4 to 500 meters away in line with the antenna

thebutcher writes...

WHat good will that do

It would determine if the fault is in your current tower.

That would narrow down the range of possible problems.

deeranger writes...

It would determine if the fault is in your current tower.

That would narrow down the range of possible problems.

If its not a fault it is that Virgin have put me onto a restricted account (which i think is more like it) rather than a fault with the tower

thebutcher writes...

Virgin have put me onto a restricted account

Hey butcher, how'd you spell paranoia? :)

thebutcher writes...

WHat good will that do i get a good signal from low 60's to mid 70's on GPRS and UMTS it seems to me that they have put me on a restricted account at the server (which i know is possible) so i cant log into UMTS

the GPRS signal strength has nothing to do with UMTS/HSDPA signal strength. I would say it is entirely probable that your tower has an issue...as others have said you can test that out by going to another area and trying it. If it works then that puts your modem in the clear ..

johnpon writes...

Hey butcher, how'd you spell paranoia? :

How else would you say i get a breach letter than i can only connect on GPRS yet before the breach letter i was fine just had the usual probs (modem seizing connection dropping and so forth)
so what else would you call it ?
and so far the second level support can not find any thing wrong so what else am i meant to think when i know how easy it is to restrict a internet access from the server

And for the moving the modem what good will that do when their are others in my street with VIRGIN and they are uninfected !!so call me paranoid until they can tell me it is something else i will stick to my story !

thebutcher writes...

so what else would you call it ?

Hey, butcher, I was only joking, I feel for you. I wish everyone got good service from every ISP. My exerience is otherwise.
I had no phone or internet (even VoIP) for over a month on my ADSL account. Nothing you can do. As my daughter and others have had similar experiences, I started getting paranoid about Telstra de-tweaking lines where folk had had the audacity to move to other providers.
I wonder, however, what V. could gain by munging your service, but not telling you about it. That would be counterproductive,surely. They would want to make it clear to you that your poor service was due to some sin on your part, otherwise you might do damage to their business, with the bad publicity, not that they are short of bad publicity on this forum :)

thebutcher writes...

And for the moving the modem what good will that do when their are others in my street with VIRGIN and they are uninfected !!

Depends how well you know these people. Swap the sim card with them in the modem. The is what does the authentication and if it is the case then you definately know that Virgin has done the dirty on you and that gives you clear ammuninition.

Only trying to help here mate, But what else do you want us whirlpoleans to do, we more than happy to hear about your story but you have to take some sort of action, we can't do that for you.

And if it turns out to be this then it's another thing to put on Virgin's shame file.

You have a way to prove that is it the case 100% beyond doubt and that is to go for a drive or to swap simcard with someone in your street.

Toongy writes...

Only trying to help here mate, But what else do you want us whirlpoleans to do, we more than happy to hear about your story but you have to take some sort of action, we can't do that for you.

I know that i am sorry for the way i posted it last night i had a few to drink and my fingures let loose appoliges to all the people i have offended (yes even virgin) i am very frustrated as at the moment they are the only ones that i can get and they know it .
and as for other people in the street letting me use there sim and modem no they wont there afraid about loosing there service too

thebutcher writes...

appoliges to all the people i have offended (yes even virgin) i am very frustrated

Hey, butcher, no apologies needed here mate, I know exactly how you feel, stiffeners or no :)

I don't know how you are placed for taking your rig on a little drive, but Jaycar have a little inverter for ~$50 that can supply 150W of 240V from your ciggy lighter in the car. That will power your modem no sweat, and if you have or can borrow a laptop, you should be able to do a local tower crawl to see if your probs are tower overload or V malevolence. Write down what you get, so's you can remember and present data to V with more authority. Good luck.

Also i took the modem for a drive into Logan this morning just to see if it was the tower or not and guess what i think i am right about being on a restricted account it did the same thing connected fine on GPRS but after 90 seconds on switching to UMTS it went to searching and
Not connected. Connection failed, please check your settings.

thebutcher writes...

took the modem for a drive into Logan this morning

Just a point that occurred, but you are probably already on top of this, but did you hold the modem out the window and move it all about?
I just wondered how steel car bodies act as a Faraday cage. Although the Telstra adds don't seem to be bothered by German steel :)
I looked up the wavelength of 2.1 GHz and found it's about five-and-a-half inches and it goes through most of everything barring metals.
It's looking sus that V are munging your account. Strange that they don't make this clear to you, and why they've done so. Sort of like beating the sh1t out of a kid and not telling him what he did wrong.

I had it on the dash so just the windscreen between i had full bars on GPRS an low 60's on UMTS

As i stated earlier last month i got a letter saying i was in breach for downloading to much and i posted earlier this month whenever i tried to use my usage i was restricted onto GPRS for 12 hours to the second ( yes i have a program that logs when the internet goes down)

and when it went off line 12 hours latter i went back onto UMTS so its people like me thy don't want to use their monthly downloads so they restrict them (or do people just think i am paranoid ?) and no i don't think they are just out to get me i am weighing up all the facts that i have

johnpon writes...

Just a point that occurred

but you are probably already on top of this, but did you hold the modem out the window and move it all about?

thebutcher writes...

i had full bars on GPRS an low 60's on UMTS

And you reckon that was a different tower to the one at home? (Sorry, I don't know your local geography)
I sound like the gambler who keeps saying "double or nothing" but I would really want to try at least three or four different towers.
Then I would want to swap modems (sorry if you've already done this, I can't remember). I realise your service was good, then changed, but that can be due to your earlier(?) modem not playing nice with later tower upgrades (perhaps?)

johnpon writes...

And you reckon that was a different tower to the one at home? (Sorry, I don't know your local geography

I tried Towers 8 km away from where i live so they are very different and there is NO chance that i could connect to the same tower at home (a very large hill in between)and at least 10 towers as well
At the moment i don't have access to another modem (the neighbors wont let me try) it just seems strange i know (i have been in the it business for well over 10 years ) i have asked Virgin for a replacement modem before they just say no see how it goes and try this and that

thebutcher writes...

i have asked Virgin for a replacement modem before they just say no see how it goes and try this and that

Maybe try a different Tactic. When you call virgin for a new modem tell them it freezes regularly on the R2C19 (your earlier posts mentioned your modem did freeze). This is a known problem and they should not argue re sending a replacement modem.

Try to stay away from mentioning your other problems just stick with the freezing issue, hopefully this will be on the CSR list where only fix is replacement modem and won't give them room to suggest other "fix's".

Worth a try ?

thebutcher writes...

i have asked Virgin for a replacement modem before they just say no see how it goes and try this and that

I've not needed to swap modems, but from my reading, there seems to be a well known problem that when said to V, a new modem is on its way. Anyone know a surefire way to get a modem change from V?

Funny thing with my two modems, my daughter's had the plastic protector over the screen, but mine didn't, suggesting it was second hand. I don't care, as it works fine - demonstrators often have the bugs ironed out.

BTW, what exactly did they say to you in that breach letter?
No explanation that your service will be restricted?

thebutcher writes...

I tried Towers 8 km away from where i live so they are very different

I looked up your postcode 4116 which is Calamvale, correct me if I am wrong.

This is a highly populated area so I would doubt the tower is up the creek. You have tried it on another tower and same results which now only means 2 things. The modem is faulty, Highly unlikely or they have restricted your account. I do agree with you there it's not a hard thing for Virgin to do if they really wanted to.

The fact that your neighbour's works fine points to that too.

My question for you since you are one of those people that went over your limit consistently, Have you changed your habbits or are you one of the defiant ones that will use it in the manner that you see fit.

If you are a defiant one then I can see how Virgin is using bullying tactic to get you to leave, It's still very disgraceful even though it will be a very successful way of doing it.

If you have changed your habbits, then I would be asking Virgin for a replacement modem and tell them what you have found. If they still refuse then I may be willing to come to the party and help you and lend you my modem or we can meet.

Well thanks for all the support i am speechless
First of all 4116 is also Drewvale the tower is on the corner of the Logan motorway south bound entrance and Beaudesert Road i am in line of sight about 4to 500m away the Calamvale tower is about the same distance behind me how ever there is a lot of trees in between and don't get much of a signal from it.
Here is what the snail mail letter stated Quote
Hi there.
It seems form your usage over the last few months that Virgin Broadband is not the right service for you.
Our network has a certain capacity and your usage, which is far over your data allowance, causes the network to be slow for other users.
As such, you're in breach of clause 4(c) of our Acceptable Ues policy which forms part of your Standard Form of Agreement (terms of your service). this clause says 'customers may not use the service in a manner that may interfere with the operations of the service or network.'See virginmobial.com.au/sfoa.html for more details.
In short, you appear to need a plane that allows for extremely heavy usage and unfortunately we don't have any such plans at the moment.
We'll call you within a few days to confirm which of these options you'd like to take up:
1 if you want to keep your Virgin Broadband at home service, you need to reduce your usage immediately and continue in this manner in future. We'll be monitoring your usage over the next 7 days to ensure it remains at a reasonable level for your plan. If you breach the Acceptable Ues Policy during this time, or at any stage in future, we may cancel your service without further notice. A cancellation fee may also apply in this case.
2 Alternative ly, can cancel your service now without penalty. If you want to keep your phone number, you'll need to contact the service provider of your choice and organize to transfer your number to them within the next 30 days during which time your service will be suspended. after this time, your service number will be cancelled and you won't be able to transfer it.

End quote
I rang them after i received this and stated my case to them i said i had contacted the service about time outs and drop outs at that time the tek and i came up with keeping a slow download going in the background but not to go overboard on it (wich at most was 10 gig)
and it started to get to a point where even with the slow download i started getting the dropouts and time outs again until i went over the 4 gig then i could stop the download and use the net normally but on average i used around 7gig then i got this letter so i stooped everything i put up with the drop outs and time outs and when i need to get things i did as i said before downloading over 50 meg saw me disconnected for 12 hours then this and support has no idear on the problem (or thy just don't want to say).

Windsor 4030

72.14.235.104 ping statistics ---
100 packets transmitted, 69 packets received, 31% packet loss
round-trip min/avg/max = 650.267/685.326/821.61 ms

OK all morning then … pages will not load

David V Smith writes...

OK all morning then … pages will not load

It's all ok at 4055 Ferny Grove.

I took Toongy's advise and use IInet & Telstra's DNS's (instead of virgin default) and I get far less of the"Unable to find server" messages.

Well I tried to get onto the internet yesterday afternoon with no luck. I would hit the reconnect button, it would say connected, I go to google and then.... you guessed it, internet dropped out. This happened 4 times then gave up.

Well moving house in 3 weeks, newer area so I hope I can get ADSL and get rid of Virgin.

Windsor N 4030

Phone – drops out goes dead.

Net – Rubbishy service all day – affected by the rain ?

72.14.235.104 ping statistics ---
100 packets transmitted, 0 packets received, 100% packet loss

Ping Stats says it all …

Dave has you signal level dropped ?

Is it less than -95 on UTMS ?

steve99 writes...

Is it less than -95 on UTMS ?

Low 80's and high 70's – 81 77 stuff like that.

Hmmmmm ? got plenty of signal strength should work ok down to -95 probably not the rain, network problem ??? or stuffed modem ?

Network Probably. Modem seems fine.

Haven't been able to connect for the last 2 days. I rang up last night and spoke to some guy who I could barely understand and who seemed to have no idea what I was trying to tell him. He said I was capped and therefore my speeds would be slow, and to try accessing the internet after peak time.

I said yes I know the speed will be slow but I cannot access pages whatsoever, it will sometimes say 'page found' and attempt to load but then it will fail and I cannot view the page! He said to wait until the new month and I wouldn't be shaped anymore.

Grrrr...is anyone else experiencing this?

My MSN connection troubleshooter says it is DNS, so I might try changing the servers when I get home.

Internet flakey last few day but OK last night.

Mobile to Mobile call this morning choppy with 3-4 secs on then 3-4 secs off all through the call.

David V Smith writes...

Internet flakey last few day but OK last night.

Visiting Ashgrove 4060 for a few days and have found fast (> 600kbps) and reliable internet using VB mobile dongle. In fact, MultiPing reports no IIIs – could be the Huawei modem vs the GSII, could be the local tower, could be the network, could just be chance.

Mobile to Mobile call this morning choppy with 3-4 secs on then 3-4 secs off all through the call.

Virgin mobile has seemed reliable for the duration of the visit.

3G signal nothing to write home about at 20 to 60%, but that does not seem to have hurt anything.

Anyone else having problems with Virgin in BrisVegas ?

I cannot get any web pages to load at all using UTMS and the pings are just absolutely shocking.
When I try to open a web page the pings start timing out.

Have had to force it into GPRS at the moment to get some kinda internet.
Ping rates are still a bit shocking but it's working.

Signal strength is -75bDm so nothing wrong with that.

Post Code 4207.

Thanks

Toongy writes...

Anyone else having problems with Virgin in BrisVegas ?

Been ok here at 4055 when i've been on, no net or phone troubles. maybe no one else has VBB in my cell :-)

Hi only new at these forums and don't have any of the IT background you guys have. But have a quick question I am hoping you will be able to answer. Currently have optus DSL and thinking of changing over to VBB for the cost saving but now reconsidering because of all the problems I have read about. Does anyone have any positive feedback on VBB that may assist me with my decision. Thanks

Gareth001 writes...

Does anyone have any positive feedback on VBB that may assist me with my decision. Thanks

Gareth

You need to consider that these forums will generally attract people who are having problems. If you are not having a problem or had problems then you probably will not come to a forum such as this.

I don't have the figures but I would suspect that their are many satisfied customers out their.

Other than having to replace my modem once due to a fault, I am quite happy with the service. (VBB@home)

The VBB@Home service has a 30 day trial period to you can try it out. So this would be the best thing to do.

Note that the VBB mobile broadband service does not have the trial period.

VBB service will be considerably slower than DSL and VBB is not suitable for Peer-to-Peer.

I also am happy with VBB@H, especially when the bill arrives and I pay less for phone and broadband than I did for phone alone.
Like Steve99, I had to replace a modem initially due to phone call drop outs. Since this time (Sep '07) my phone service has generally been excellent. My internet speeds are good (ie. above 500kbps at 600-650kbps) but there are brief periods of 30 seconds when pages will not load (the regularity of these seems to vary from one customer to the next – 10-15/hr for me) – most of the time this doesn't bother me too much but Virgin still tell me they are working on the problem.

The biggest factor seems to be how the service works in your area (variables include no. of customers, tower location, topography, etc.) rather than whether the service works. The service can definitely work – will it for you??

The last comment I would make is that Virgin are yet to replace some equipment that was partly to blame for Virgin mobile and VBB@H customers having great difficulty getting a connection a bit over a month ago. A fix put in place at the beginning of May resolved the problem for me but people talking about having to try 3 or 4 times to make a call makes me wonder how far away we are from a more permanent solution being required.

PS.

Gareth001 writes...

don't have any of the IT background you guys have

No IT background here :)

Gareth, I'll give you my 2 cents worth.

These are the things you need to consider.

Are you are a heavy user of the net ?
If you are a heavy user then stay away from Virgin.

What are your download requirements ?
If you need more than 4GB a month want to push that barrier then forget about Virgin.

If you don't mind waiting over an hour for a support call to be answered.

If you don't mind being left in the dark about what this company is doing and when are they actually going to address their current problems.

If you don't mind being stuck on a 2 year contract when things fall apart after your month trial has ended.

Yes, there are some users out there that are happy with the service, These people seems to be the minority and probably in an area where there is not high demand for the service.

Mine hasn't been too bad overall but in the last week it has gone to the state of totally frustration at peak times and come 12am midnight things become ok again so it's clearly congestion cause the kiddies and most people have gone to bed by then.

I would be looking at other ways to save you money on a DSL connection, Shop around, what is it that you are trying to save on ? Phone calls , then use VOIP.
If you can get Naked ADSL2+ then go for that.

If I could get DSL I would happily pay the difference and I'm sure I could work out something that would be quite comparitive.

It's your choice but I reckon it's playing russian roulette with them, Are you game ?

Gareth

I'm on the original modem, original firmware, in QLD 4021 and have had virtually no dramas since connecting just after launch in Aug 07.

Occasionally I'll need to refresh a page due to what the forum's have termed an intermittent internet interruption (III) and once in a blue moon I need to reboot the modem because it is stuck on searching.

I am entirely happy with the service but I haven't had to use Virgin's customer support at all and by all accounts it's woeful.

I pull down my 4gb allowance each month and normally get throttled for a day or so at the end and the 128kb is plenty for light browsing. nb current plans are 64kb throttling I think

Would I recommend it? I would suggest it's a gamble especially for someone not tech savvy. If it works in your area ok it is great value. If it doesn't you'll be up for frustration, dealing with support, getting replacement modems, upgrading firmware and at the end of the day it may be none of those things and down to congestion & heavy use in your location.

Remember that I came from dial up and you will be coming from DSL with higher expectations.

HTH
Tony

High Levels of Missed Pings 40% to 50% – 3 or 4 page refreshes needed each session.

Windsor N 4030 – last few day connections problem recurs regularly …

Windsor N 4030

Phone Random Dropouts – Silent Running

This is new to the area, normally phone is OK.

David V Smith writes...

Phone Random Dropouts – Silent Running

This is new to the area, normally phone is OK.

Sounds like you need a new modem Dave

I think the fog does play havoc with the signal.
Have had a few shocking days myself, tonight seems to be ok.
Touch wood.

Howdy Big Ben,
Well i am with optus, and i signed up yesterday, my inzone modem barely connects and the net is unusable, so i went back to the optus shop and i was told that around SE QLD there is around 40 towers are down Im at 4019 by the way, and support said that there is alot of big upgrades happening and its been like this the last week, so hopefully it wont last much longer, and maybe we can get some awesome speeds when the upgrades happen, hope this helps.... I also have full signal strength......

Sounds like you need a new modem Dave

Oh no not another one … It works sort of most of the time.

I think it is a network breathing issue but there are 6 towers around me ?

David V Smith writes...

I think it is a network breathing issue but there are 6 towers around me ?

Dave I have mountains behind me and fairly sure I only get a shot at one maybe two towers Keperra/FernyGrove. Signal varies with rain/fog from about -83 (best I ever get) down to about -91(during heavy rain) hardly ever get a phone dropout carn't say mine has ever dropped back to GPRS & besides III's net is fine. My house has that foil insulation(roof & walls) which no doubt reduces signal but all works well & I don't have external antenna.

I still reckon a new(recycled) modem would be worth a try.

I am close to the main drag – Lutwyche Rd which has plenty of vehicle traffic and on the east side, a number of home units, flats et al.

Despite the network upgrade there is apparently still not enough capacity – Optus Virgin are welcome to build a mini tower in the back yard, next to the corner, if that will help.

I have a strong signal … modem replaced in Jan 08.

Does you Virgin Mobile drop out calls when you are at home ?

Is your virgin mobile ok when you are outside your local cell (ie does not drop calls) ?

If you put your sim from your VBB box in your mobile does it drop calls ?

I would not think a capacity problem would cause calls to drop out, probably result in not being able to make a call or people not being able to call you. But once you have a link it should not drop out unless their is a problem or you go past 90 minutes or it drops while trying to switch cells.

Only thing I can think of now is that you are getting a marginal signal from several cells and it keeps switching, but that does not seem feasible as you said you have good signal -85dB................ ????????????????

Remove double post

Well its back to GPRS only after spending 2 and ¾ hours on hold to the support to be told sorry the towers are down in Brisbane south and there is no E.T.A on when they will be fixed.
Also yes if i take the modem to another tower like the Main exchange at ACACIA RIDGE i get full signals the best i have ever seen low 50's on HASPA and UMTS
So i hope they fix it soon

South of Brisbane covers a lot of territory and towers. That's a pretty bland answer but one you can expect from Virgin.

Did he say any particular ones ?

I'm in Windaroo and mine is ok, Not great, just the usual crappy normal thing but I did have some shocking last couple of days.

Same here @ Forest Lake. The last week peak times have been average 12kb/sec. Off peak times been getting up to 23kb/sec tops. I get good signal here (73 > 85 dbm) even through wet weather.

Rellie has had phone issues in Fairfield. VBB@H phone is engaged if trying to ring in and will not allow a call out.

This is an ongoing issue.

Edit Sunday Update

Windsor N 4030

Recently internet has needed a modem switch off-on to re-establish internet.

David V Smith writes...

Rellie has had phone issues in Fairfield. VBB@H phone is engaged if trying to ring in and will not allow a call out.

This is an ongoing issue.

This has happened for me from day dot. Not just to VBB@H it also happens on my Virgin mobile.

Recently internet has needed a modem switch off-on to re-establish internet.

Have you set the modem to always connected? I had this problem when mine was set to always connected. Now it only needs rebooting twice a week not three times a day.

SS-jag writes...

Have you set the modem to always connected? I had this problem when mine was set to always connected. Now it only needs rebooting twice a week not three times a day.

Yes i did and i took the modem and my laptop up to the main exchange near me and it worked no probs then i rang virgin and he didn't sate which tower was down i guess it was the one at the corner of Logan motor way and Beaudesert rd and he could not even give me a time when it could be back it turned out to be about 18 hours however since then i have to reconnect to the net some times every 15 munites or so i am going to try to play with the dns to fix it but i drought i will.

thebutcher writes...

Yes i did ... drought i will.

Punctuation is free.

Windsor N 4030

Still having internet issues. Works OK, then stops.

Edit Wed 25 June

Net Good, Works Fine.

In general terms, last night was a shocker for the net. Lots of IIIs, had to resort to listening to streaming radio to do some banking. Even then I still got the odd dropped ping in that time.

I've been running Multiping and logging the stats, I might take advantage of some relative "slack" time at work tomorrow and do up some graphs of my results.

What I can't quantify is the phone issues. We've had the usual congestion time (around 6pm) inability to make calls, but this also extends to other times and also we do get a number of drop-outs. Wife and I were taking down details on a notepad but just got sick of it.

edit: oops, Manly-West/Wakerley 4154

.

Internet connection quality has been an absolute joke at Moorooka, 4105. It's been a challenge just to make this post.

I check the modem status page and it says connected on HSPDA, but the connection is dead. Mainly happens at night between 5pm and 12am. Clicking Disconnect/Connect sometimes brings the connection back, but it dies again soon afterwards.

I've had my modem replaced once which fixed the lockup problems. I've recently upgraded to the most recent firmware (25), but it made no difference. Modem SNR is -85dB.

I wouldn't call them Intermittent Internet Interruptions, they are more like, Frequent Internet Interruptions...

Will the problems with Virgin Broadband ever end!!??

:-(

UberSteve writes...

I wouldn't call them Intermittent Internet Interruptions, they are more like, Frequent Internet Interruptions...

I agree, they are becomming that way.
Mine happens at peak times 8pm to 10.30pm, I can't use the net between those periods or it's just not worth the frustration. I'm likely to break something or pop an artery from anger.

I am recording it and it is consistently like this every night and coming up to 2 weeks at the end of this week.
I don't think it's going to get any better until they upgrade the towers and give more bandwidth.

Probably the best way for you to determine that is to run a continous ping although you need a successful first ping to keep it going and then you can monitor your connection from there.

Just leave that window open. If you can see that you don't have any problems after those peak periods then you know it's congestion in your area so you're pretty much up the creek.

Luckily , I think mine are kiddies and they go to bed at about 10pm in my area. Touch wood.

Toongy writes...

Mine happens at peak times 8pm to 10.30pm, I can't use the net between those periods or it's just not worth the frustration. I'm likely to break something or pop an artery from anger.

Me to since the weekend when they said the tower was down in 4116, at peek time i was havening to disconnect and reconnect at every page, i was trying to view unless i was downloading some stuff in the background ,i don't know if its too many users or just a crappy network (well more than usual ).

Hey I am in 4207 with Optus using a Ericsson W25 wirless router, last few days every few minuites the connection seems to go – the status page says its all good but can not ping or view sites then a while later it comes ok, been going well up to now. Last night got the lastest firmware to see if that helps – has a bit but issue still there, what is your thoughts – hardware or network – I hope the network as router was quite pricey.

I also have a vodafone usb conenction but it works ok (and I thought that vodafone uses optus towers for HSDPA/3G?).

I think that they may use the same towers but thats where the sharing stops. ie vodaphone has its own equipment on that tower, sharing space with similar optus equipment. So its only the physical tower itself that is shared. ( I may be worng but that is what I have been told )

CAH-ORANGE writes...

I also have a vodafone usb conenction but it works ok (and I thought that vodafone uses optus towers for HSDPA/3G?).

As I understand it vodaphone and Optus share some of the same physical site's but have their own separate network & 3G radio equipment.

Windsor N 4030 Thur 26 June 2008

Internet flaky tonight

V Mobile to V Mob call unusable

VBB@H phone to V mobile good

Grrrr. I just give up trying to use the internet between 6pm and 11pm. Apart from having to reboot the modem few times a week and having problems with a firmware upgrade this service was barely acceptable due to the low cost. Over the last month peak time speeds have just degraded to a point were dialup looks attractive.

Maybe all the happy customers are shift workers that miss the worst peak times.

I think the tower serving my area has just died in the arse...

I'm now stuck on a GPRS connection, the modem wont connect via UMTS or HSDPA.

EDIT: Modem is now connecting via HSDPA, and seems reliable. Maybe Optus were upgrading the tower?? One can only hope!!

Modem is now connecting via HSDPA, and seems reliable

Day at the ponies while your luck is still in … : )

All jokes aside however pick me, pick me! Windsor needs some TLC

I suppose the tower upgrades will continue …

Wow, I just read this entire thread and all these problems are exactly like my most recent ones.

1. Mostly (tonight it's ok so far *scared to even type that for fear of jinxing myself*) it's ok when I first get on the net, go to Google or whatever, but then within a few pages or 2 minutes (at the longest), it stops working. It keeps saying internet page not found or something, and yet it claims to be connected and on either HSDPA or UMTS. I have to almost constantly be disconnecting/connecting and usually this works but again only for 2 or so page changes, and sometimes it doesn't work at all.

Also sometimes a page will load but only the very top bit, as if the net has dropped out during the load and couldn't complete the remainder of the page.

2. The phone has been majorly troublesome. It was never 100% reliable in terms of being able to make and receive calls (many times people had been trying to call but it was engaged or the voicemail msg came up as if it was off all together, and sometimes when I'd go to call it'd be engaged but it wasn't at their end), but lately it's been constantly cutting out after 27-60 seconds. RIDICULOUS!

I've taken to always copying everything I write in forums such as this, just cause I've become so used to the next page not loading properly and I got sick of having to constantly re-type everything! So now I just paste it and try again. lol

I just don't know why it's suddenly got so bad. A few months ago I had issues with searching problems every single day, but that's gone now, thankfully...although I must admit this is worse.

I'm in 4218.

Dave Lister writes...

I suppose the tower upgrades will continue …

Im over it. Virgin/Optus with their tower upgrades can go f*** themselves.

I'll make my own high speed network out of two tin cans and some string that would be better then this.

How about getting a little mouse to run in a wheel connected to the 2 tin cans, eh? That'd work pretty gosh darn good me thinks!

Well, I did the firmware upgrade so now I've got the latest firmware, and so far it's made no difference. I know it's only been 20 mins, but if anything, it's even WORSE now! Can that happen??

Before, for the first time in weeks, today I didn't have to disconnect/reconnect at ALL over about 2 hours of use. Amazing! (I was watching You Tube clips that were paused/buffering/playing all the time while I was also doing other things, so maybe this kept the connection stable??)

Now it seems stable, though less so, but REEEEALLLY slow. I did a speed test and it's 153. SUCKS!

I think they better pick their act up otherwise they are going down the drain.
Rumour has it that telstra next G is going to be releasing an 8GB plan that is Capped and then slowed down no excess charges.
At at a comparable price. I know there are many of us that don't give a hoot about the phone side of things for value. I am one of them. My calls are mostly overseas so I use VOIP anyway and I'm lucky to make max 5 local/STD calls a month.

If I have to buy their $300 modem so I can share the connection and hook in the VOIP so be it, It's a worthwhile investment and at least I will get support when things hit the fan.

I will be jumping ship once I can obtain what the price is going to be and if it's $60 to $80. Goodbye Virgin.

Only thought I have is will they end up in the same dilema ? They may be good but I have serious doubts it will handle the load of customers influx and could end up in the same boat 6 months down the track.

I am in Redcliffe 4021 and for the last few weeks I have been having all sorts of problems trying to connect. I have to reset the modem every few minutes to be able to browse the web, after a few pages it just times out and nothing responds to ping etc.

Modem jumps between HDPSA and UTMS or it disconnects and tries to reconnect. Often on the web screen it comes up saying that it was unable to connect and to check my settings.

Have upgraded to the latest firmware which did nothing, reset the modem to defaults, unplugged it for 15 minutes and plugged it back in and nothing.

The weirdest thing though is that I play an online MMO, and as long as I connect before web browsing stops working, I can be logged in and playing for hours with hardly any problems. But try to web browse and it dies within 2 minutes.

Have 2 computers connected (one via wireless, one via the network cable) and they both die at the same time and work as soon as I disconnect and reconnect to the network via the web console. So it can't be a software issue on the computers.

Tried calling tech 'support' last night. 1.5 hours on hold on my mobile (didn't trust the home phone and it wont really work if I did get through to someone and they wanted me to reset the modem) and then at 11 on the dot it hangs up on me. Gogo $60 phone call.

Toongy writes...

I will be jumping ship once I can obtain what the price is going to be and if it's $60 to $80. Goodbye Virgin.

Lucky for me I can get a ADSL connection. As a renter, the Virgin package looks great on paper, but just does not work. I'll happily pay Telstra more to save my sanity.

I find that my net connection dies when I've been online for about 5 minutes. When I first go on, it's fine, but seems to then grow "tired" and keeps disconnecting (though never says it's disconnected).

Anyway...what's this Optus thing? The wireless Optus thing that seems the same as the Virgin thing, but not as good value? (like, as opposed to $60 for 2GB or 4GB, it's something like $80 for 2GB?) Would it be any more reliable, or would we have the same problems as it's still the Optus towers?

Sorry, duplicate.

Auran82 writes...

Modem jumps between HDPSA and UTMS or it disconnects and tries to reconnect. Often on the web screen it comes up saying that it was unable to connect and to check my settings.

The modem is supposed to jump between UTMS & HSDPA (in HSDPA when transfering data). Its not supposed to disconnect all the time when in use.

Try setting modem to "always connected" if its not set to that already. In 'quick setup" i think.

Make sure your modem is positioned to get around -95Db or better signal in UTMS mode. Try rotating modem in small increments or moving it closer to a window.

Also try changing the DNS servers (as per Toongy's advise)

Under Connection settings, Network Connections, WAN Cellular2, Setting button.
DNS Server – Change drop down box to Use the following DNS Servers.

Primary DNS is IInet : 203.0.178.191
Secondary DNS is Bigpond Qld : 61.9.211.33

If you are in another state then just look up bigpond help and find the DNS server in your state.

steve99 writes...

Try setting modem to "always connected" if its not set to that already. In 'quick setup" i think.

Try this and see how it works for you. When I did this it caused me to reboot the modem more then when set to auto connect on data.

I did this long ago because it kept dropping out (a few months ago). It's still set on always connected or whatever. A while ago it used to keep going onto GPRS. Hasn't done that for a while. Now it just won't stay connected at all!

Oh, and the phone has been fine since my earlier issues...except only because we've not been using the net at the same time. It seems we can't do both