Accessing a real live person

[Balooney2000]

I am experiencing broadband wifi problems in my house and believe my Hub 3.0 is the problem. I have contacted V customer service and received the link, installed the App and done what has been recommended. All I receive is a message to come back in 24hrs if it’s still a problem and I’ll be able to contact an agent. I’m just in a never ending loop - How on earth do you speak to someone?

[jbrennand]

You might get better help on here!

Can we start with this....

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Then if it looks to be wifi only - then on a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room and it’s now called… Wifi Max see…….

https://www.virginmedia.com/wifi-max

You can call  0800 064 3850 to order the first one - or follow instructions on that website - or just wait here for a VM person to respond in a day or two and they will sort the first one for you . If you call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.

[Balooney2000]

Hi. Thanks for the info. I have a single ethernet connection which is the only connected equipment the VM connect App appears to recognise. Otherwise it’s all wireless.  I do have separated SSIDs.  I try scanning with the VM Connect App and it just shows both my 2.4 and 5Ghz connections and tells me I need to be connected - I am connected (on my iPhone)!!  I do have an extender for a poor signal in one room - a Netgear nighthawk X6s -  and now wonder if that is causing the wifi issues. I’ll check out your other recommendations. Thanks. 

[jbrennand]

Can you say exactly what the wifi issues actually are? Is your one ethernet connection all rock solid?

What is the Netgear X6s - is it their Wifi extender - rather than one of their routers?

[Balooney2000]

John, My original post was in frustration at not being able to make contact with a human being at VM and being in a never ending loop with their CS number, hence no detail of issue. In hindsight a bit daft, really……

The problem is that I keep getting intermittent wifi internet access issues where we (my wife OR I) lose connection and cannot reconnect to either of my channels even though the other party may have no problems and can be in the same room. 
The router is stable and anything connected directly to it has no issues.  I have two  connections from the router; one into a Devolo wall socket for a Denon audio amplifier and another for an electric vehicle charging hub, (both of which are to receive software updates) and neither of which has any known issues. I purchased the Netgear Nighthawk X6S (AC3000) which is described on the box as a Tri-band Wifi Mesh  extender in order to resolve a poor wifi signal in one room which is the furthest away from the router.  

Thanks

[Kath_F]

Hi Balooney2000, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,