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loukerr65
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Broadband signal strength

New customer signed up on 20th Dec using the broadband for the first time last week and the signal didn’t even get to my daughters room, called, logged a complaint with both account manager and customer service to which I was told I’d get a call back and nothing!  
Same issues this week, only me working from home and zoom video calls drop consistently and then today, Monday, daughter can’t even get connected to google class room on brand new chromebook for school work. Awful service and customer support!  

im still waiting for my account manager, Martin, or customer service to call me back funny how they have waited till after the 14 day cooling off period!  
missold frauds are words which come to mind!!

I will never recommend this company! 

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japitts
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Message 2 of 24
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Re: Broadband signal strength

It sounds like you have problems with WiFi rather than the broadband connection as such, but do you have any issues with Ethernet cabled connections?

There's a whole collection of suggestions that can be made if so, but VM supply your home with a broadband connection, which your router then converts into wired & wireless connections.

The VM hubs have never been famed for their wireless abilities, but let's check the basics first.

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gary_dexter
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Message 3 of 24
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Re: Broadband signal strength

Residential services don’t have allocated account managers. 


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loukerr65
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Re: Broadband signal strength

Are you seriously suggesting I Ethernet my multiple devices around my home, I’d have cables everywhere and let’s face it I bought and paid for a wireless service which I was sold with the caveat that it’s faster and stronger than sky! 

Woth respect where is the call I was promised 2-3 hours after logging my complaint??

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loukerr65
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Re: Broadband signal strength

I have an account manager with direct mobile number

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japitts
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Re: Broadband signal strength


@loukerr65 wrote:

Are you seriously suggesting I Ethernet my multiple devices around my home,


No, I'm suggesting that connecting an Ethernet device and testing, is a good way of establishing whether your issues are wireless related or broadband related. No broadband ISP will guarantee wireless speeds for the simple fact that wireless is, at best, a dark art and entirely at the behest of your home's construction - which VM have no control over.

It may well be that your home needs additional wireless solutions - boosters, a better router, repeaters and/or a combination of these.

A good point has also been made about account managers though - this community forum is for VM residential services, which don't have them. Are you with Virgin Media on a business or residential account?

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loukerr65
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Re: Broadband signal strength

Residential account thanks, but I do have access to an account manager, not sure why if that isn’t the norm 🤷🏼‍♀️ Again maybe part of the whole fraudulent sale prior to Xmas, targets and all that but maybe I’m being too harsh on the gentleman!?! 

totally understand ref house construction, I moved from sky because of speeds but strength, reliability and range was never an issue. VM hub 3 is in the same location i e used the service with venom myself during the day and had multiple issues with hey video calls and the tea he is def not good! if a booster is required then fine but wouldn’t it be nice if I got a response from the complaint logged as promised?!? 

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gary_dexter
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Message 8 of 24
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Re: Broadband signal strength


@loukerr65 wrote:

Are you seriously suggesting I Ethernet my multiple devices around my home, I’d have cables everywhere and let’s face it I bought and paid for a wireless service which I was sold with the caveat that it’s faster and stronger than sky! 

Woth respect where is the call I was promised 2-3 hours after logging my complaint??


Virgin don’t sell a wireless service.
They sell a cable service.

How you connect and optimise your devices is down to you as a customer.

Check your terms and conditions and contract and you’ll see wireless speeds and connectivity are not supported. 


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japitts
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Message 9 of 24
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Re: Broadband signal strength

I'm going to hazard a guess that the "account manager" could just be the salesperson who sold you the package? And if you have logged a complaint via the online webform, this has a 28day response time.

Others that are better-informed with the WiFi-side of things will be along shortly to advise further - but can you confirm if Ethernet connections are ok?

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gary_dexter
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Message 10 of 24
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Re: Broadband signal strength

Well actually they have 8 weeks to respond (or you receive a letter of deadlock, whichever is sooner) to a complaint before you can escalate it to the governing body responsible for handling complaints beyond the provider in question.  


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