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Andrew12321
Tuning in

Whatever time zone the person I spoke with was in, its been 5 days since they promised to call back within 24 hours!

Not the first time VM have provided poor customer service.

Maybe I should complain....again? That normally gets a response, and occasionally gets a result. However, I have spoken to a lot of very polite people who always apologise and seem to do their best. It's just that their best is not very good!

6 REPLIES 6

Paul_DN
Forum Team
Forum Team

Hi Andrew12321,

Thank you for reaching out to us in our community and welcome, really sorry to hear you were advised you would receive a call back which never happened, this is very disappointing to hear, and I can assure you that this is not the level of service that we want to provide.

So I can get a better understanding and get you the help you need, please can you expand a little on the issue you are facing?

Regards

Paul.

I have unstable / poor WiFi throughout my home. My VM Pods don't appear to be communicating and the reach of the VM Hub4 is limited. The VM Connect hub reports I don't have broadband, and I cannot log into my account.

vmrunreliable
Superfast

That'll be the problem, their systems cannot cope with different time zones. I have reported it and they have said they will look into it in six months. 

It may not be the level of service you want to provide but it is the level of service you constantly and consistently provide. 

WorstISP
Up to speed

Hi Andrew, you should absolutely raise a complaint. Unfortunately that's the only way to get Virgin Media to shift themselves to do anything.

I feel bad for the workers too, but unfortunately they're under pressure to mark issues as "resolved" rather than get to the root of problems. You see this especially with any kind of intermittent issues

Hey Andrew12321, thank you for reaching out and I am so sorry to hear this.

Please can you try and reboot the pods for me this should fix it.

You can do this by;

Unplug any Ethernet cables attached to the router and wait at least 30 seconds, then plug them back in. Plug the router's power cable back into the outlet. Plug the modem back in and wait until the modem has finished powering on. Wait at least 2 minutes for your Pods' LEDs to stop blinking. Cheers 

 

Matt - Forum Team


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