Do VirginMedia Know What They Are Doing?

[gordon861]

OK, so after the out of the blue email the other week regarding the Hub5 which everyone swore blind didn't exist.  It arrived, it's plugged in and not made a massive difference.

And then Virgin/O2 announce/launch Volt (sort of), again no one seems to know what it is.  But after talking to O2 who seem a bit better informed, I get my O2 data on my phone doubled (no idea what the hell I'm going to do with 100GB though, normally use 2GB), and it turns out the Virgin part of the deal is to shift your broadband speed up to the next tier so M200 become M350.

So after a few calls asking how I get this upgrade they issue a ticket and will get back to me, and today they did.

Email comes in saying that my package now includes Volt M350 and the speed should be going up, not sure how long that's going to take to actually happen though as SpeedTest still says it's M200.

But the real fun comes around lunch today with a text "... your new Virgin kit will arrive on Thu 11 Nov ...", what the hell is going on?  Re-looking at the attachment to the email, it looks like they are sending me a new VirginMedia Hub3!

They just sent me a Hub5 less than two weeks ago, I still have the old Hub3 here that I told them I planned to hang onto until I was satisfied that the new Hub5 was fit for purpose.

I thought the whole point of sending the Hub5 to current Hub3 customers was to try and bring the older customer base more up to date.  If so how is this achieved if they are still sending out new Hub3's?

So I ask again, based on the last couple of weeks, does anyone think Virgin have a clue what they are doing?

[gordon861]

Just for completeness, I have just checked the Yodel website and they do have my delivery set for 15 Nov as mentioned above.

And a couple of emails from Virgin Media on 8 Nov.

The first regarding Volt:

And the second one letting me know changes have been applied and that I won't be required to pay any extra in my next bill:

By the time these emails had arrived O2 had already doubled my data on my phone contract.

[gordon861]

So my new Hub3 has arrived, I now have two Hub3s to keep my Hub5 company, but still don't have my speed upgrade.

I had expected further info/responses from the Forum Team considering I posted all the requested info two days ago.

[gordon861]

Question - How many days of only getting 60% contracted speed do I have to wait for compensation?

[Roger_Gooner]

Check the router status configuration, should read something like Max Traffic Rate 402500089 for downstream. If it doesn't the new configuration file probably hasn't been downloaded.

[Adduxi]

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@asim18 wrote:

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<snip>

But these new "plum" things are designed to pair with just one modem only so they can "improve" your wifi. It's a very bizarre product in my opinion. It makes no sense why anyone would want to use these pods to improve their wifi. I'm not a fan of such items, they will collect the data to "improve" wifi, so it seems to me as if they will start to commercialise WiFi radio Tx power.

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The Plume pods are no different to Amazon, Google et all big named mesh systems.  They will all be trying to monetise the data  🙂 

[gordon861]

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@Roger_Gooner wrote:

Check the router status configuration, should read something like Max Traffic Rate 402500089 for downstream. If it doesn't the new configuration file probably hasn't been downloaded.

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I can't get into the Hub, it's in modem mode, and when I try I cannot get any connection.

[Roger_Gooner]

Use a wired connection and log in with 192.168.100.1. If that doesn't work try a pin hole reset.

[gordon861]

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@Roger_Gooner wrote:

Use a wired connection and log in with 192.168.100.1. If that doesn't work try a pin hole reset.

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In the process of charging an old laptop (with ethernet port) now so I can plug it in and try.  I am not going down the reset and then setup again route.

[risc19]

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@gordon861 wrote:

So my new Hub3 has arrived, I now have two Hub3s to keep my Hub5 company, but still don't have my speed upgrade.

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LOL What?!

[gordon861]

OK so just called VirginMedia Customer Services, their system did a reboot of the Hub5 and resent the signal to increase the speeds and ...

IT'S ALIVE

Still haven't got to the bottom of why they sent me a second Hub3 or why the account pages show the wrong info, but it's all working now.