Forum Discussion

Adrian1976's avatar
Adrian1976
On our wavelength
10 days ago

State of this.

Never had any issues with my service for over 9 years and I kid you not since I activated the OTS with another provider within an hour my service went downhill over a week and half ago and still hasn't been fixed.

I can barely browse the web and it's no surprise when I had a look at the routers log, They have done nothing to investigate this issue since it the postcode checker said there was an intermittent signal in my area, It's gone worse with no communication whatsoever from Virgin.

 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    10 days ago

    Please provide full stats as per below: 

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
  • Adrian1976's avatar
    Adrian1976
    On our wavelength
    10 days ago

    Incidentally it seems to be getting better after multiple reboots, Will see how long it lasts.

    • Client62's avatar
      Client62
      Alessandro Volta
      10 days ago

      Repeated Hub rebooting is a placebo, not a fix.

      Until VM fix the intermittent fault the problems will persist
      and can be seen as rising number of Uncorrectable errors in your stats : 

       

      • Adrian1976's avatar
        Adrian1976
        On our wavelength
        9 days ago

        Yep, I have been noticing, Getting random drops again, Lag in games and dropping out of them, I give up, Service was fine for some time, No show engineer today, No confirmation no contact no nothing.

        I'm not wasting my time anymore, Will wait for new provider later this month and claim back loss of service for what will be around a month towards the end of this month.

        I used to think Virgin were good and it is when it's working but if something goes wrong it's like pulling teeth trying to contact them to get an issue resolved.

  • Adrian1976's avatar
    Adrian1976
    On our wavelength
    9 days ago

    I agree to some extent, My issue here is we have an 8yr old ADHD autistic child and having reliable internet for him and his tablets is a must, I can't rely on this service anymore.

    VM wouldn't have half as many complaints if their support was half as good as anyone else, After all any company is built up on when things go wrong and how efficiently they deal with it.

    I mean it's a sad state of affairs when my mobile network from Vodafone is more reliable than a home broadband connection, Who'd have thought that 20 years ago.

    • Robert_P's avatar
      Robert_P
      Forum Team
      7 days ago

      Hello Adrian1976

       

      Sorry to hear of the service issues experienced with your broadband, we appreciate you taking the time to raise this via the forums and for providing the additional information.

       

      We have checked the connection and equipment and although the majority of them are where we'd expect them to be, there do appear to be some power level issues which will require a visit.

       

      I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

      Just so you're aware in relation to our Auto Compensation Scheme, this doesn't cover intermittent connection issues and only covers complete loss of service over 48 hours, more details on this can be found here.