Forum Discussion

JMP25's avatar
JMP25
Settling in
3 days ago
Solved

7 days in… is it worth it

7 days in on the 1GB service, the connection to my devices is up and down. Depends who’s doing what…. Never had this on BT 900. So got me questioning the equipment supplied, the service (is it over subscribed and can’t deliver), poor quality installation?, who knows. Too many variables. Spoke with a few in the area who have taken the service on all have said issues to begin with, installation and or service related.

I’ve had a taste of the customer service line this week got me wondering is it really worth it. I’ve heard all the ‘it takes 48 hrs or 10 days to settle down’ depends if you speak to CS or the sales contact. Ditch and switch whilst I still can in the 14 day cooling off?

1gig
Broadband
latency
slow
speed
  • JMP25's avatar
    JMP25
    3 days ago

    I’ve concluded the equipment supplied or network capacity isn’t up to it. Rather than go round and round trying to figure it out I’ve bailed out whilst I still can. Cancellation sorted, switch initiated to another provider. 

    Thanks for your replies, and to those reading this thread in the future ‘if it doesn’t feel right, it usually isn’t’. Look past the sales and customer service spiel and go with your gut instinct whilst you have the chance to do so.

12 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 days ago

    It doesn't "settle down".  But there may be an actual fault limiting the performance. You won't get much support from CS, but if you post details here there is a wealth of advice from expert users. You just have to be careful not to slide over the 14 days

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    Which VM Hub do you have an what version of Software is it running ?

    • JMP25's avatar
      JMP25
      Settling in
      3 days ago

      Many thanks, good to know. I’ve looked at this router and the apps (once I got them working - that’s another story getting a working account etc.)  more times than a need to in the last 7 days. Is this seriously what the next two years could be like?

      It’s a hub5x, running sw 2.40.13-2210.4. 

      Thanks in advance for your replies.

       

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    If you do intend to cancel, do not delay as VM will bring up every hurdle imaginable & it could take a few days to get the cancel instruction accepted by VM and confirmed.

    If your still in need of some assistance, share the details of specific items than need to be resolved. 

    Note Hub 5x does not officially support Modem mode, an important consideration if you have teenagers pestering for a Gaming Router.

  • JMP25's avatar
    JMP25
    Settling in
    3 days ago

    Again, many thanks. Whilst not  issue where kids want a gaming router etc. we have noticed if they play something like Roblox on a tablet, we start to see Instagram hang a bit or web pages become slower to load. 
    like I say it was never a problem before everything just worked. 

    We all sat down to watch things last weekend and it dropped out on us a couple of times. I expect it’s going to do the same tonight.

    I was rather hoping this ‘faster’ 1GB service was going to be faster/slicker.

     

     

     

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    During network issues, keep a very close eye on the VM Hub, any change in the front panel lights may indicate there is a problem with the connection to the fibre service.

    • JMP25's avatar
      JMP25
      Settling in
      3 days ago

      I’ve concluded the equipment supplied or network capacity isn’t up to it. Rather than go round and round trying to figure it out I’ve bailed out whilst I still can. Cancellation sorted, switch initiated to another provider. 

      Thanks for your replies, and to those reading this thread in the future ‘if it doesn’t feel right, it usually isn’t’. Look past the sales and customer service spiel and go with your gut instinct whilst you have the chance to do so.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 days ago

    Another fail for the hub 5x on full big Fibre with no modem mode VM try too hard and will likely want you to try their pods to make you slide over 14 days to not cancel.

    So if you do cancel do please bring up the fact of no modem mode because we can do better given they only test to the hub and thick its fine.

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    3 days ago

    Going from Openreach FTTP to VM FTTP is a downgrade I'm afraid for many boring technical reasons. Others thinking of doing similar please do your homework first. 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      3 days ago

      Really no one should need to do homework for a ISP you get a WAN IP to your device not the ISP equipment anything else the ISP does is a extra and should not take away what a ISP is meant to be providing.

      If ISP are going to make a mess of things it should say so on the package sign up with "we NAT your WAN IP" and "there is no modem mode or bridge mode or IP pass through mode".   

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    Caveat emptor : 

    Two years of XGS-PON and Hub 5x but it still looks like a low functionality beta service.


    • JMP25's avatar
      JMP25
      Settling in
      2 days ago

      Again thanks to all for responses. I cancelled by phone and confirmed no early repayment charges as I am within my 14 day cooling off period. I have initiated a switch with another provider and will also writing to Virgin to confirm my cancellation as a belt and braces approach sending by recorded delivery tomorrow.

      I do hope you all find resolution to Virgin problems and thank you so much for confirming my gut feeling from my short time with them.