Issue with Virgin users

[DPS Computing]

If you put "ATTN: Senior Network Admin" in the subject line it should find its way to the right place .

[jc8654]

There's no specific name but as David says, if you mark it for the attention of a senior admin, it will find its way.

[DPS Computing]

Originally Posted by jc8654

There's no specific name but as David says, if you mark it for the attention of a senior admin, it will find its way.

Yep, depending on what time you send in the ticket and whos working it could be a number of people .

[Sco]

How long does it normally take to get a response from a ticket.
I sent it at 9:15am this morning, and still the status says unassigned.

[jc8654]

Where did you send the ticket from i.e. using email, the support system etc.? I'm just curious as I would have thought they would have replied at least telling you what was going on...

[vzAddict]

Hello,

Originally Posted by Sco

How long does it normally take to get a response from a ticket.
I sent it at 9:15am this morning, and still the status says unassigned.

We are already checking this issue with our Network Engineers in Data Center. Also John Rodrick has just updated your ticket and we will update you once we hear anything from our Network Engineers.

[Sco]

About five minutes after posting here, i received an email from John saying

We really apologize for the delay in reply. We are already checking this issue with out data center engineers.

Lets see what comes of it.

Cheers

steve

[Sco]

Blimey , you have to be quick in here

Thanks for the update

Steve

[ajbird]

I have switched to using OpenDNS and most of the frequent VPS Hosting outages we were getting from home have now gone...

may be worth a try?

[jc8654]

Yeah, I did the same a while back as I was getting irritated by Virgin's DNS system. I think it's something from there not propogating back properly but getting Virgin to admit it will be fun! It shouldn't need everyone to change to OpenDNS to get it sorted mind - the people who are the admins sure, but for clients accessing the site, it's not ideal at all.

Originally Posted by Sco

About five minutes after posting here, i received an email from John saying

We really apologize for the delay in reply. We are already checking this issue with out data center engineers.

Lets see what comes of it.

Cheers

steve

I mentioned this to Mark after you posted. He's going to tell the support teams in fufure to make sure they send a reply saying the matter has been passed on to an external support team and eUK are awaiting a reply. That way you know it's being dealt with even if it's not eUK causing the problem directly.

[DPS Computing]

Glad to see your problem is sorted Sco - good luck with your web site hosting .

[Sco]

We here goes a big thanks to everyone who had a part, including this forum on my Dedicated Server issues.

John migrated my Dedicated Server to a different one and all ( touch wood ) issues have vanished.

Also thanks to all the live chat sessions I have had over the last few days, I feel they see my name come up & think, Oh no!! its him again ......

Anyway, as always super fast friendly support

Cheers everyone.

[DPS Computing]

Glad to hear you've had good experiences with support. I'm keeping my fingers crossed that you don't encounter any more problems .

[jc8654]

If you are being affect by this Virgin issue, please email your relevant Virgin support team (ADSL is support@virgin.net but I don't know what Cable is) as if they get lots of complaints about it at the same time they will investigate it.