on 14-09-2021 12:44
Hi, my VM connection keeps dropping out intermittently, I've run the diagnostics which shows service is fine in the area, and all it does is reboot my router.
I've rebooted my router and hard-reset it with the pin, but issue still present.
Called up customer services, who told me to reset the router, then do a hard-reset. Then said they will call me back next week to see on the issue?
Is there any team that could actually sort this out, rather than just a services of reboots and resets, and waiting around for days on end?
on 22-09-2021 00:48
Still dropping in and out, issues still present
on 24-09-2021 08:38
Hi Singh619
I'll PM you now to book in another visit.
Best,
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on 24-09-2021 08:40
Hi @Singh619
Booked the tech visit as per my previous post.
Can be tracked here
Let us know how it goes.
Best,
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on 04-10-2021 16:18
engineer came out and checked a few things here and at the box down the road again. Still having intermittent drop outs, however just received a text message saying VM are carrying out essential works in the area tomorrow. Hopefully that might sort it out. Fingers crossed.
on 06-10-2021 16:23
Thank you for the update @Singh619.
Please let us know if the intermittent service persists after the essential works and we will do our best to further look into this.
Thanks,
on 08-10-2021 19:10
Still having intermittent drop outs I’m afraid
on 11-10-2021 08:47
Hi Singh619,
Thanks for coming back to us and updating the thread. I'm sorry to hear that things are ongoing for you.
Looking at the area, all work has been completed and nothing showing as ongoing for now. The Hub stats are showing a different story. There are a number of levels that need adjusting to bring back to optimal. We won't be able to fix this remotely so I would need to arrange for another engineer to come to take a look at this for you.
As you've already had a few visits, I'm going to book a principle engineer instead so they can look deeper in to this to avoid the need for another engineer again.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 11-10-2021 13:37
Hi Kath thanks for following up. I've replied to your PM with my details. please note i'm not available tomorrow for an engineer, but anytime after that is fine.
on 13-10-2021 13:44
Hello Singh619
Kath is off this week
Sorry for the delayed reply
Did you manage to rearrange the visit
Gareth_L
on 14-10-2021 09:49
Hi Gareth,
yes thanks, the tech came 30 mins ago.
In essence has changed the router from the superhub 3 to the superhub 4. I'm just in the process of logging into my devices with the new wifi name and password.
The tech has suggested that it will take about 24 hours until it stabilizes as its running updates etc. I will report back next week, but really hoping this sorts it.