Sorry that you have not had any response with regards to an update from the area field manager regarding the network issue. I have just taken a quick look at your account with the details you have provided from your community profile, and can see no updates have been placed on your account notes as yet.
We chase this again for you, we appreciate your patience with this and will update you as soon as we possibly can.
We do apologise for the poor service received and understand the frustration this matter is causing you. This morning I have emailed the area field managers again asking for further advice with this issue. We have checked from our end and once again nothing is showing why this should be happening.
We have also updated your account and placed a copy of the email I have sent over on your notes. In the circumstances we would like to get a second opinion off the area manager to see what other alternatives we can do to get this matter resolved.
Unfortunately this is not an immediate response and may take a while before we get an answer. This is why we have not posted back since the 21st of June.
As soon as we have anymore information we will get back to you.
Thanks @Jodi_S, I fully understand that you would all prefer I wasn't moaning on an on about 10 weeks of an embarrassingly unstable service.
Yesterday I had an early morning outage when someone little found the button that turns off the power supply, my first outage that came with a comprehensible and believable explanation. It was quite a change from the automated Virgin message that tells me rebooting the useless Hub 3 will definitely fix any problems. I can't think of any company that wouldn't be proud to supply a device that is so flaky that it can be supported by an automated message saying, "have you tried turning it off and on again?".
We were then back to business as usual when the Hub restarted itself for no reason at all mid-morning:
Today we have had our first unexplained restart (no doubt unnoticed by your magnificent monitoring software) 15 minutes ago.
Just to be clear, Sebastian only offered one option (not a solution) and that was to have someone come and replace everything that I currently have. There's no clarity on why I've had the problems that have occurred over the last 2+months, nor any assurance that replacing all the wiring and the Hub would have any effect on that at all, just the single offered option of having someone come and do what the other 6 engineers have already done.
Honestly, if there was any indication that anyone knew what had caused the problem, or that there was any confidence that ripping it all out and starting again would make a difference, then I would onboard.
But there's not.
In his defence, Sebastian was very polite. It's just a shame he wasn't trying to contact me a month ago after Engineer #6 had tried and failed to resolve this, rather than today, after I've sent a note saying i'm done.