Package change loop of frustration and wireless issue unresolved
05-01-202117:36 - edited 05-01-202117:39
Posting here as a last resort after trying to get through via 150. Then yesterday had a 4 hour open chat session with 'Mark' who was very polite about delays but after several hours and me suggesting he e-mails me the answers I still have nothing. In summary the 2 things/issues I have are:
1. I want to remove TV Service and retain just Broadband M350 and Talk Anytime as a package. TV Channels are little more than Freeview Plus which is free. Chat session 'Mark' said an offer with TV removed was possible but after hanging on for 4 hours I had to sign off the computer and asked him to follow up on e-mail. He acknowleged this but i have received nothing from Virgin.
2. My Hub3 has been dropping the wireless sessions (10's of connected devices) randomly and only fix is to power cycle the router and after that stable again for a few hours. This is happening every day for last 3 weeks. Not getting better and frustrating for work from home experience. I asked chat session 'Mark' if i could either have a replacement Hub3 or if a new package from issue 1 could i qualify for a Hub 4? If i upgrade to M500 maybe but was looking for a fix without spending more money for something that should be working!!! Mark said something about 'Service Assurance Team' but again told me to hold on but after a day of trying phone calls then open chat session I ended up with nothing?
The website just sends you on a loop of Update Your Package when i want to change my package. I have enjoyed great service from Virgin but this is not getting me anywhere. Appreciate the COVID situation but this not the first day of me trying to contact Virgin in last 6 months. Always challenging!
Hopefully a forum/virgin person can help me get somewhere please?
Re: Package change loop of frustration and wireless issue unresolved
Hello warrior19 and I'm sorry to hear about the package change issue and the broadband not being up to scratch. Unfortunately we're not able to make package changes on this Forum as we're primarily a Technical Team however our Customer Services Team can help you with the package change. You may contact them on 150 / 0345 454 1111 and the best times to call are weekdays between 8am and 10am. You can also text them using our Text Service on 07533051809. The replies are not instant but they will be able to help you.
About the broadband issue, I've managed to take a look at your network details using the information we have on here and I can confirm that all the levels are well within their ranges. However I'm having problems checking your wireless network, may I ask whether the Hub is currently in full router mode?