Not sure if this is the right board to post this but here goes.
I'm currently paying 69.50 a month for m200 fibre (which is terrible) and a basic tv package. I'm out of contract so that's not an issue. I went on virgin website and there's an offer for m350 fibre, tv package including sports and cinema for the same price as I'm paying now but it's not available for me because I'm not a new customer. Is there any way I can get round this?
First up, you say the service is terrible, do not under any circumstances change your package or enter a new fixed term contract until the performance issues have been properly resolved. If you tell us what the problem is the forum contributors may be able to help.
When/if the performance is sorted, and you want a better deal read this.
It's the speed and intermittent signal, the fibre drops out all the time. I've had them out once already and the bloke did something to split the signal or something, it worked ok for a while but now it's terrible most of the time. I'll see if I can get another engineer out and see what they say. According to the connect app everything is working as it should but it's definitely not!
Good luck dealing with VM by phone, personally I avoid telephone contact with VM under all circumstances.
If you want, we can take a look at some aspects of the hub's performance if you do the following: Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.