on 16-03-2023 14:42
Got a new superhub 3.0 a couple of months ago and all was well to begin with. However, over the last 2 weeks my wifi has been completely disconnecting for about 20/30 seconds and this happens all afternoon every day. I work from home so this is beyond inconvenient. Can someone from Virgin check my stats as I'm sure it will be very noticeable and let me know whats happening please. Do I need one of your pods ???
on 16-03-2023 14:45
and i forgot to say that it is only the wifi that is the problem - ethernet connected devices deliver 380mb and are rock solid throughout these wifi dropouts
on 19-03-2023 09:59
Hi there @thedagger
Thank you so much for your post and welcome back to the community forums, it's great to have you here.
I am so sorry that you have been facing issues with your connection. I have taken a look and I can see there are some issues that will require an engineer.
I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
on 23-03-2023 10:13
Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment