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PJones19's avatar
PJones19
Joining in
7 months ago

Virgin Media Hub 3 Failing, so is your customer service

Hi there, I hate to complain but I am having some dreadful experiences with yourselves at the moment.

For the last week, our internet has been cutting out. Wireless seems to work okay but anything connected with an ethernet cable keeps losing the internet connection. At most we can get it working for an hour, then it cuts out and doesn't come back on. The red light on the Hub 3 is solid and continually showing. 

The Hub is in a cool shady place, away from heat and moisture, but feels a little warm to the touch near the top of the unit around the area where I can see a small metal rectangle in the box through the ventilation holes.

I have tried all of your fixes - switching it on and off, the hard reset through the pin hole through the back, and this won't resolve it. 

I have been trying to get through to get this fixed, but all I have is your automated phone service which keeps taking me through the same tests I have already tried and sends me a link to book an engineer that then sends me back into this endless "reset your box" loop.

I have been able to get through to an agent this morning on your chat app, and after going through the test loop another three times, your agent just disappeared. They had asked me to turn the box off and on again and tell them what the light was doing following their attempt to send a strong signal to my router. I had replied to them after doing this to say that the solid red light is still there, then 20 minutes later I had received no reply from them. Then the chat app just closed down. This is after going through the automated questions and working through this issue with your agent for nearly an hour.

I rely on having working internet as I work from home. Already I have not been able to meet critical work requirements for national infrastructure projects due to this situation, and it is causing a lot of stress and inconvenience.

This Hub is several years old and everything seems to indicate that it is an electrical fault within the box causing it to fail and show the red light. If it is overheating this also presents a hazard to our safety as most house fires are caused through faulty electrical equipment. 

I understand that things break down, but I am very disappointed with your support and unless this is resolved this week I have no choice but to terminate my contract with you and seek a different ISP that can provide a reliable service and better support than this.

5 Replies

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    7 months ago

    This is a common problem with ageing Hub 3s. I have escalated this to the Staff Forum Team as having a red light is a safety issue anyway. They will respond shortly & take you to Private Messaging to get this resolved.

    Bear in mind that Virgin Media is a residential class service, & as such has no Service Level Agreement to fix faults within a set period. If you rely on your Broadband for work it might be worth looking as a Business class service that does carry an SLA.

  • PJones19's avatar
    PJones19
    Joining in
    7 months ago

    Hi there, okay I've gone off for a few deep breaths and a cup of tea. I'm sure you can understand the frustration of going round in circles and being stressed out by not being able to get anywhere by an automated customer help system and disappearing agents. Especially where you're getting called in by your manager because the internet reliability is affecting work. 

    I'm sure you're doing your best with the staffing that you've got.

    I've now received a text to say that some equipment is being delivered on Tuesday from yourselves. I haven't had any other correspondence and the text doesn't detail what this equipment is, so I am hoping that it is a replacement router. Fingers crossed, and to whoever has triggered this action, thank you ❤️ 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      7 months ago

      Hi PJones19

      Thanks for your post and welcome to our community.

      I'm very sorry to hear about the issues you're having with the service :(.

      I'll pop you a private message now so I can look into this and check what the delivery is for. 

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

      • Stephenb85's avatar
        Stephenb85
        Joining in
        7 months ago

        I have the same issue too. Customer services was no help when it was obvious that I had a problem.

        So I thought I would upgrade and get a new upgraded hub.

        It's been since almost a week now and no confirmation of a delivery.

        How can I track this please. I can see anything on the app, but I do have emailed the contract details