Virgin Media Community

[whiteswan]

Hi

My connection went down last friday - on Monday it came back but has been on and off ever since.

I rang in and was told that a firmware update was pushed out last week and it seems to have affected my router (hub 4) - it now has a green light on it as I have it in modem mode - never had this previously.

I was told as i'm a vulnerable customer (I have monitoring equipment connected to the hospital via internet and these update every hour to alert to any problems) that I would get an engineer within 48 hours who would bring me a Hub 5.

That was Monday - and it's now over 48 hours later - the customer service guy said he would call me back - but never has.

I have had a text message to say engineer attending Friday (?) - I'm a bit lost with all this - hospital want me to go in as they can't see my readings - but I'm a single parent and it's not that easy for me to drop everything.

I just want to confirm engineer will attend Friday with new equipment - I called in again today but I could not get across the problem to the chap I attempted to speak to.

Can somebody from VM pick up on this and possibly help me please ?

Dave

[Tudor]

A green band on the Hub4 is certainly ok when in modem mode, it was the last update that did this.

A VM staff member should reply shortly.

[Kath_F]

Hi Dave, 

Thanks for your post and apologies to hear you've been having an issue with your internet connection. 

Taking a look at things this end, I can see there is an engineer appointment booked for you. 

If you need to view this, please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Keep us posted on how the visit goes and if you need anything else, we're here to help you. 

Many thanks, 

[whiteswan]

Hi

Thanks for the reply - but it doesn't really address the awful communication with customer services or the lack of action on the 48hr visit because I am logged as vulnerable - this was a promise made by yourselves - I didn't ask for it.

I have had a text message this morning saying the visit will be between 12-4pm today - however I did explain that I was only available mornings and the customer service chap assured me that was ok - I have a hospital appointment this afternoon that I don't know whether to cancel or not - I have been trying to call in this morning but it's so frustrating when the customer service people literally do not have a clue and seem to be just reading from scripts.

Dave

[jpeg1]

That's exactly what they do, read from scripts.  And beware - if you are not there when the technician arrives they will charge you £25.

[Akua_A]

Thank you for the update @whiteswan 

We apologise on behalf of our team for any inconvenience this may have caused you. If you wish to raise your concerns with us, please see our complaints code of practice   https://virg.in/comcop Also I have had a look and I can see the appointment took place. Has the issue been resolved by the team? Do you need any further help?

Thanks,

[whiteswan]

The visit did happen..........

The technician was awesome - unfortunately despite being told he would attend with a replacement hub - he didn't have one with him.

He said that there was "noise" on the hub I have already that was causing the problems - he made a call and went to get a replacement hub for me - full marks to him not just going away and making me wait in again for another call on another day.

The Hub 5 he installed is working - but I am not getting anywhere near the 1 gig speed (I did on the previous hub before it went faulty) - this is hard wired straight into my pc with the hub 5 in modem mode using TP LINK DECO MESH SYSTEM - M9+ and also a few M5 nodes.

My max speed has been around 750meg dl - upload is good at 52 meg.

Any advice ?

Dave

[legacy1]

speed seems good you might not hit 940Mb depending on time of day or your router or your Pc so you could test in modem mode without a router.

[whiteswan]

Hi

Thanks for the reply.

I regularly hit over 900 with old router until it went faulty.

Tested at 3am and speed seems to have dropped - and I am in Modem Mode as well.

I was thinking of upgrading my Deco's to ones with 2.5 gig ports - will these get me increased speeds using the 2.5 gig port on the hub 5 ?

Dave

[Ilyas_Y]

Thanks for the reply @whiteswan on here. 🙂

May I ask if you're able to run a speed test via Ookla on here?
Let us know and share the results please.

Kind regards,
Ilyas.