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heatherbryson77
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Complaint - signal issues and support

Hi,

Can anyone advise how I can raise a complaint? New customer to Virgin and really unhappy about the signal issues and lack of support.

Many thanks!

 

 

 

 

[MOD EDIT: Subject title changed for clarity]

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Andrew-G
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Re: Complaint - signal issues and support

Don't waste your time on the phone, you probably know how good the telephony is.  There's an online complaints form that you can use, but you need to log into "My Virgin Media" to find it.

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lotharmat
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Re: Complaint - signal issues and support

You can raise it here.

In the mean time - People on here will be glad to help sort any issues out.

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



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Hub 3 - Modem Mode - TP-Link Archer C7

heatherbryson77
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Re: Complaint - signal issues and support

Thank you 🙂
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LSW1927
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Re: Complaint - signal issues and support

Good luck - I’m in the same boat. Telephone support is useless- they will make promises that are never fulfilled (eg an engineer will call within 4 hours). The diagnostics they’re running show no fault and no area outages but the app is telling me there’s an outage in my area! No broadband for 3 days now!

heatherbryson77
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Re: Complaint - signal issues and support

Soooooooo frustrating.......
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g0akc
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Re: Complaint - signal issues and support

Raise a complaint online, but the form, and locations of it, seem to keep changing.  The latest link seems to be this;

https://www.virginmedia.com/shop/contactus/make-a-complaint

You will need to login.

However, it takes weeks for any response, and often the complaints are closed without any real action.

You then need to look at raising a case with CISAS.  That will also take ages (months) to get anything done.  You may at least get some compensation from it, depending what it is you want.

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
lotharmat
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Re: Complaint - signal issues and support

I raised 2 complaints a while back (via the web) - they were dealt with within 3 days each time!

The time does seem to vary quite a bit!



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Hub 3 - Modem Mode - TP-Link Archer C7

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heatherbryson77
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Re: Complaint - signal issues and support

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heatherbryson77_3-1618312638292.png

 

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g0akc
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Re: Complaint - signal issues and support


@lotharmat wrote:
I raised 2 complaints a while back (via the web) - they were dealt with within 3 days each time!

The time does seem to vary quite a bit!

You were lucky 

I’ve just had them ‘close’ a CISAS complaint on the basis that a separate complaint had already been settled - without tackling the new issue at all.

Now I’ve got to ring and start over with CEDR.

It can be exasperating!

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!