Virgin Media Community

[jenfamily1]

I know I seem to be constantly complaining about our Wi-Fi signal dropping out and AGAIN the past two evenings it's been happening again particularly around either 6pm on Wednesday 15th or last night 16th from 9pm onwards. I checked all available methods to see if any work was going on in our area but there was none. Surely just because it happens to be half term around here this week and if there is an increase in others' usage it shouldn't affect us like this!

It's about time Virgin came 'clean' and admitted that if this is the reason why we have to put up with not being able to stream TV or connect to our internet, then so be it I probably can run my long ethernet cable ( as often I have to ) occasionally as long as the hub is working but it's such an inconvenience , causing tripping hazards. I don't know why Virgin often tell us how such improvements have been made when really nothing changes. If a moderator sees this in the future PLEASE can they give me some answers or send an engineer to check everything out ( inc the outside cabling )

[Client62]

The post does not mention if the Hub is well or poorly sited to give good signal coverage to the rooms & TVs where WiFi is required.

Is there just a Hub or are there also WiFi pods / WiFi extenders / or a WiFi mesh to improve the coverage.

If a long cable fixes the issue for a TV, this suggests the WiFi coverage may not sufficient.

[Ilyas_Y]

Hey @jenfamily1, thanks for reaching out to us on the Virgin Media forums. 🙂

I'm sorry to hear about the poor experience you are having with the broadband service. 😞
I've had a look and I can see a lot of drops in the connection which will need further investigating.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[jenfamily1]

Hi & thank you,

I'm aware that my son's bedroom at the back of the house is probably too far from the hub ( which is all we have ) and I overcome the 'drop outs' with a long ethernet but there have been a few occasions where I can't even get the hub which i believe is wired in with co-axial to give access to the internet and I think it's because of a 'drain' with too many users using the service. Anyway one of the moderators looks like he's confirming too many drop outs and is looking into it. Thanks again for your help.

Steve 

[Ilyas_Y]

Hi @jenfamily1, thanks for speaking with us today.

As advised - there are a lot of drops on the line in the connection.
I have booked an appointment to which you can see the details in our conversation or on here through MyVM.
Let us know how it goes with the appointment and hopefully everything is resolved, as well as that - always feel free to reach out to us for any queries you may have.

Kind regards,
Ilyas.

[jenfamily1]

Hi llyas

I'm really sorry if you think I'm messing you about but the appointment was made for this Saturday and was inconvenient, however I phoned Virgin because I couldn't find the appropriate section on the website to change the appointment. The helpful adviser pointed out that the visit would be free subject to certain criteria ( in other word problems I had done to cause the service to not operate ) I appreciate you've said you've noticed several 'drop outs' but since I complained to you 3 weeks ago, everything has been back to normal and I still think it's because of the demand on the fibre broadband at peak times and so I panicked ( not wanting to be charged for the visit ) and cancelled it. I already know my 'hub' is too far from the two virgin boxes upstairs BUT when I messaged you originally I couldn't at the time even get connected to the internet ( wired into my PC )

I wonder if it's best either to assure me no charge will be made whatsoever or leave things until this happens again and I'll inform you

[jenfamily1]

Hi IIyas Y

Since explaining why I cancelled the engineer's visit yesterday, I'd thought if you know of 'drop outs in the connection' and given there have been no changes in the equipment in my home and I have not disturbed anything, couldn't Virgin diagnose any issues from the cabling outside my house? Unless someone knows why 'drop outs' occur in the connection which has nothing to do with my hub being too far from two of the tivo boxes i.e Not able to be connected to the web / emails and there hasn't been any change in the cabling into my home.

[Zoie_P]

Hi @jenfamily1,

We would only book an engineer if we can see issues with your service. As Ilyas has seen issues with your power levels this would have been a valid engineer appointment. We have to advise of charges as per our policy

If you wish to rearrange please pop back to Ilyas I PM to arrange a time more convenient.

Zoie

[jenfamily1]

Hi IIyas,

Further to Zoi's message, I may have inadvertently cancelled the engineer's appointment wrongly ( as per my previous comments ) It seems that you've done your job checking low power levels and that an engineer visit isn't likely to involve me in charges, therefore if you'd like to re-arrange a week day appointment either 8-12 or 12-4 this would be ok. I'm not available this Friday or from 12 noon on Thursday 16th March.

Thank you

Stephen

[Robert_P]

Were you able to make Ilyas aware via Private Message jenfamily1? If you have and not had a response let me know.

Rob