on 22-06-2020 07:47
I’m having problems getting my devices in our bedrooms to stay connected to my router.
I also can’t get a signal in my kitchen either!
Ordered a booster after doing the signal test in every room weeks ago but still haven’t received it.
Ive tried speaking to a member of staff via Message Centre but can’t get the issue resolved.
Does anyone know another way I can get Virgin to answer me?
Fed up paying for a service I can’t use.
on 22-06-2020 08:08
Unfortunately Virgin Media don't support customer's wifi. They provide a hub that offers basic wifi capability, but because there's far too many variables that can affect the quality and speed over wireless, they won't get involved. They do have an extra cost service that claims to do this, but from comments round here the quality of advice is poor. So, as far as VM are concerned you're on your own.
The best and most effective solution is (unfortunately) to spend your own money on a good quality router or mesh wifi system. That's what most of the regulars round here have done, and in my case that's a TP-Link Deco M4 mesh which has permanently banished all moans about the household wifi. At the time it seemed expensive, but looking back it was an excellent purchase and good value.
If and when you ever get the VM booster, then (so long as it's free) give it a try, sometimes they work well, sometimes they don't. If you're paying for it, send it back - the £3-4 a month charge is exceptionally poor value, and over a year you'll have paid half the price of buying an entry level mesh wifi system like the Tenda Nova MW3, and you won't even own the VM booster.
But before spending any money make sure that your cable connection from a device connected to the hub by a network cable is consistent, reliable and offering your full contracted speeds. If the connectivity problems are with the cable connection, then you can spend any amount on a better wifi system and it won't solve the problem.
on 22-06-2020 08:16
Thanks for your reply, I’m now realising why people are so annoyed at the lack of customer service from Virgin.
I’ve only been with Virgin since the February. There is NO WAY I’m spending any money fixing an issue they should be fixing or supplying me with a free booster.
An engineer installed all my equipment so there shouldn’t be an issue with connection.
My contract is for them to supply me broadband and they aren’t so unless they fix it the Direct Debit will be getting cancelled.
on 22-06-2020 08:38
@Claire2578 wrote:Thanks for your reply, I’m now realising why people are so annoyed at the lack of customer service from Virgin.
I’ve only been with Virgin since the February. There is NO WAY I’m spending any money fixing an issue they should be fixing or supplying me with a free booster.
An engineer installed all my equipment so there shouldn’t be an issue with connection.My contract is for them to supply me broadband and they aren’t so unless they fix it the Direct Debit will be getting cancelled.
hmmmm - VM as all other isp's do not guarantee wifi - yes they supply a hub that has wifi but they cannot say it will work thoughout the property - if it works then great - if not its your problem - you will not agree with that but its as it is - as said above there are far too many variable to wifi
your contract with VM is for an internet connection to the hub - thats on a wired test - if you get the speeds you are contraced for then thats correct - if not then it needs sorting
there is a couple of things you can do that may help with wifi - log into the hub and split the wifi bands - just rename one of them - you can then choose which band a device uses - also turn off smart wifi
if that helps great - if not then you need to look at the post above again and think about other wifi equipment
and stopping the DD will get you nowhere - it does not concentrate there mind to resolve the issue - it will mean they put collecion of your bill out to debt collectors and in can and will be added to your credit file as a bad debt which is not good
on 22-06-2020 09:06
Thanks for your reply.
I don’t know a thing about any of the suggestions you’ve added above. I wish I did as it seems it would makes things better.
Im going to call them as this is now ridiculous!
My package is for a certain speed WiFi that I’m not getting therefore Virgin aren’t sticking to their part of the contract.
There is no way I’m paying for broadband and certain tv channels I can’t use.
I left sky for this same reason. When Virgin promised me I wouldn’t have the same rubbish WiFi connection with them as they don’t use phone lines I was so relieved. Trust me it didn’t last long!
Does anyone have a number that actually gets you through to a human?
22-06-2020 09:17 - edited 22-06-2020 09:21
@Claire2578 wrote:Thanks for your reply.
I don’t know a thing about any of the suggestions you’ve added above. I wish I did as it seems it would makes things better.
Im going to call them as this is now ridiculous!
My package is for a certain speed WiFi that I’m not getting therefore Virgin aren’t sticking to their part of the contract.
There is no way I’m paying for broadband and certain tv channels I can’t use.
I left sky for this same reason. When Virgin promised me I wouldn’t have the same rubbish WiFi connection with them as they don’t use phone lines I was so relieved. Trust me it didn’t last long!
Does anyone have a number that actually gets you through to a human?
with respect
the text in red is where you are getting it wrong - regardless of what an agent said or did not say you are not paying for a wifi speed - you are also not paying for wifi coverage - i dont doubt all that was said but its rubbish - no isp can guarantee wifi coverage or speed - your contract is for a specific speed at the hub on a wired connection - even that is down to your equipment - if thats not the correct spec you will not get the available speed
the bit in green is just rubbish - not from you but the agent who sold you the VM package - how the ihub is connected to the system matters not - yes different is['s have different speed packages - but phone lines - underground cables or a piece of string if they could use that does not help the wifi
so you need to start again and answer the basic question - what speed are you paying for and what speed do you get on a wired device
on 22-06-2020 09:37
FYI:
https://www.virginmedia.com/shop/the-legal-stuff/virgin-media-speed-policy
https://www.virginmedia.com/shop/broadband/speeds
If the actual download speed you received to your Virgin Media Hub during the test period falls below our ‘minimum guaranteed download speed’ for 3 days in a row (continuously or intermittently), we’ll confirm that there’s a speed fault, and if we can’t fix the issue within 30 days of your report, you may be eligible to leave us without paying an early disconnection fees.
Don’t forget, our minimum guaranteed download speed is to your Virgin Media Hub, not the device you’re using WiFi on. Even when using a wired connection, some older devices might not support our fastest speeds.
on 22-06-2020 14:54
on 23-06-2020 10:33
Hi Claire2578
Thanks for posting. I am sorry for the WiFi issues. I can see that since posting you've spoke to the team and we've ordered the booster, my apologies for the delay with this also. Please let us know how the booster is and if it sorts the issues out.
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 23-06-2020 10:44
Thanks everyone.
It took over a week but the right team finally helped me.
Fingers crossed there will be no more issues