At wit's end with Virgin BB

[dosel99]

I've been with virgin for years and didn’t have an issue with them that a booster didn't resolve until I moved house almost 7 weeks ago.

Since it was set up I've had no end of issues with the WiFi. I've had to hard wire as many devices as possible but obviously this doesn't help devices connected via WiFi.

I have 2 issues:

The service drops intermittently to the router

The WiFi is pants and randomly stops working

Point 1 seems to be have been resolved somewhat with a new router but point 2 is still ongoing and customer services are the worst I've ever dealt with. It's so frustrating! I've been calling with the same issue since I moved in. We've had an engineer out once and another due this afternoon though I'm not holding my breath.

I emailed a complaint a while ago and they replied saying they're glad my issue is now resolved?!? Any suggestions on how I can get support from virgin??

[jbrennand]

See this....
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If its a wifi only issue (ethernet connections are ok?), if it is - 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 - so its worth trying - 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 and poor value “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 it’s now called… Wifi Max see.-

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

You can call  150 or  0345 454 1111 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 do 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.

[Alex_RM]

Hi dosel99,

Thanks for posting and welcome to our community 🙂

Sorry to hear you've been having some issues with the WiFi.

Have you been able to take a look at the advise from jbrennand?

Let us know if you still need help with this.

Alex_Rm