We have just bought our first home and unfortunately on the days we got the keys to our property, the lid/cover has disappeared and would like it covered asap.
virgin was previously installed when we moved in so chose to stick with virgin have since had the WIFI box delivered, but I cannot seem to get be able to get in touch with Virgin to be able to sort a replacement out!
we have also found our WiFi isn’t operating as fast as it should be!
Help please!!
Try reporting online as: Plastic small termination box / Missing cover.
https://www.virginmedia.com/help/reportingdamage
Speed test with the link below so you can see the speed to the VM Hub
as well as how fast your device draws & sends data.
https://www.samknows.com/realspeed/
( also available as "Samknows Realspeed" app for mobiles )
Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed
As that is a powered RFOG install, I would suggest you cover that up with a temp plastic bag or similar. If you wait here a day or two a VM Mod should pick this up and discuss directly with you if you haven't heard from the above contact.
Hi Charrmae,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
I'm sorry to hear you're having an issue with your WiFi connection. The first thing to do is to have a look here. From that link, you'll be able to check if there's a fault in the area, test your line, replace your equipment or book an engineer visit if it's needed.
There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.
The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following:
Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.
If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here.
If after going through the self-checks, you still need some help, feel free to pop back to us so we can help further.
In terms of the external box, we can arrange a visit to get this sorted for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊
Thanks,
