Hub 5 connection. 2 Engineers, 1 Specialist and counting!
So where to start….
I have a 1gig Virgin broadband line (500mbps boosted to 1gbps via VOLT). I have to start by saying that up until my last contract renewal not so many Months ago things were fine, I had next to no problems with my connection at all, very rarely would I encounter a dropout. I would 100% of recommended Virgin to anyone. That isn’t the case now however!
We started getting intermittent drop outs in May this year. The connection would drop for maybe half an hour or so a few times per week. These were frustrating but I put it down to maybe Virgin doing some work their end or something like that.
Bare in mind here I have a son who’s doing his A-Levels and a daughter who is going into her GCSE exam year this year, NOT GOOD.
These dropouts started becoming more frequent and really had me questioning things now. Many times Virgins online status check as being fine in the area, it would take me through the usual power down of hub etc. Sometimes this would work, sometimes it wouldn’t.
I ended up getting an Engineer out. He replaced the metal Coax wall connection. He did various line checks and couldn’t see any issues with that. He assured me it should be fine now, giving me his number in case of ongoing problems.
Needless to say, this fixed nothing. I contacted him and he arranged for a different engineer to visit since he wasn’t available. The next engineer arrived and did the usual checks on the line. Didn’t find a thing. He decided the fault must be with the Hub so changed my older Hub to a version 5. I thought that would definitely sort out the problem… nope.
Dont get me wrong, this did help for a bit. I’m not sure if that was just fluke or what but during the first few days things seemed alright. Then again the dropouts started again.
This time we had complete loss of connection. This didn’t just go on for 30 minutes, we’re talking days of absolutely no broadband. Kids are on summer holidays, they both live on their electronic gizmo’s, Nightmare!
At this point I’m really getting fed up. I’m taking note of the time outs and the duration. I’m taking screenshots of the Log from the Hub itself. These screenshots show critical error messages constantly. Various types. My speed checker showed decent download speeds but none existent upload speeds.
Now onto the SPECIALIST engineer who got booked in for me. What can I say?? The guy couldn’t be bothered to look at any of the evidence I had collected, just kind of shrugged it all off as it was nothing. He mentioned my speed check test being irrelevant since Virgin only use Cisco checks. He replaced the external box saying it actually looked okay but had a bit of corrosion on it. Then he mentioned how many 5g channel connection was one of the high power drain ones so he switched it to one of the lower channels to reduce the power.
He went on to tell me if I needed him to contact him on the number he called me on. I said I hadn’t received a call from him, they had my old number on the system. He stood me it was now updated and he would call me so I had his contact number once he had left. He didn’t do this either.
Roll on to today. We’re still getting constant dropouts, nothing has changed. Looks like possibly another engineer visit and all I can think is what’s the point. Virgin customer service is a complete joke and I’m at my wits end with it all now. I pay a considerable amount for a sub par service and it’s no laughing matter.
Has anyone else experienced anything like this? Is there anything I can do to sort this out.
Please help.
