Forum Discussion

FineAndDandy's avatar
FineAndDandy
Tuning in
4 months ago

Slow, slow and slow

Apoligies if wrong section.

Recently, I had to contact (3rd Oct)VM customer services due to a drop in Broadband. Currently, I am on the 250mb, but at my phone, this was dropping as low as 10mb!. After the talk, I received a text/email to say that this was being looked into and I would get a response within 30 days. 

I have kept the router Hub 3 running so that the tests could be consistent. I have also run service status every couple of days just to check that all was running ok. The most recent show that all is good but TV. I have followed the suggestions on how to resolve it but still show issues with TV.

Now, part of the report shows that a "New" hub is on its way, but on clicking to see the date expected, nothing happens.

As of today 20th I called customer services to ask about this and when to receive it, which I was told there was no record of this!, this led to my current contract and its end and being discussed. Now I am being offered a "New" contract 1g, "New" Hub 5, but I am expected to pay a setup fee of £35.××.

Now I understand 30 days haven't passed, and I still have issues with broadband speed and not sure whether I will get a "New" Hub3 or not and as I don't want to be tied into a "New" contract (1g) when it not really required when I may or may not receive the Hub 3.

Hopefully, someone here can help as I am really getting tired of the lack of help from customer services. And only solution it to pay more.

Apologies for being long-winded.

    • FineAndDandy's avatar
      FineAndDandy
      Tuning in

      Hi Carl It shows Hub speed of 274mb at Hub but on Mobile 10.4mb See screenshot thanks for replying.

      • carl_pearce's avatar
        carl_pearce
        Community elder

        So nothing wrong with the connection over the VM network.

        Possibly a faulty HUB.

        Could you check the network speed on your phone (You can see an example below):

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If you have a poor connection, that connection needs to be fixed.

    Never, ever, accept an offer of a new contract in order to fix the problem. It won't. 

  • So, your mobile is connecting at 65Mbps, so not much chance of seeing full speed.

    • FineAndDandy's avatar
      FineAndDandy
      Tuning in

      That is my thinking. As I wrote I called support on this at the start of month and really got nowhere.

      I then received a text/email informing me that behind the scenes my connection would be monitored for 30 days and I would hear back. Out of curiosity I ran a service check as work was to be carried out in my postcode on the 16th Oct.

      After this I ran this again and on the page it read that I would be getting a replacement hub sent. This led me to call support to ask when will I receive. So with all that here I am. 

      Thanks for reaching out.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team

        Hi FineAndDandy, thank you for your posts.

        We're sorry to hear about the poor experience you've had and that you feel this way 😔

        In order to provide clarification on the situation, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • Hi FineAndDandy,

    We're glad this has been dealt with for you.

    If you have any further queries, please don't hesitate to contact us.

    Regards,
    Daniel