Constant drop outs

[Spankinmanc74]

We have recently upgraded to 1gig broadband with the hub 5 because our 350 on the hub there was unusable. Now the 1gig is being the same.

we only use the hub 5 at the moment and the reliability is shocking. Why can’t this just work out of the box? 
why should we be paying for something we can’t use? It seems to be an ongoing thing with Virgin, a total lack of customer service and products not fit for purpose. 

[John_GS · Accepted solution]

Hi Spankinmanc74

Thanks for joining me on PM and allowing me to book the tech visit.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Please let us know how the visit goes.