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MHuddleston
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Help with complaint and fault

HI, 

I really hope someone can help because I'm at my wits end. I've been struggling with WIFI speeds since get-go of having Virgin. I have called and messaged numerous times. I have even had it confirmed from a Virgin Adviser that it is a fault with our router as the LAN speeds are well within a normal range. It's causing me issues with working from home and just stress in general trying to get this resolved for months. My internet package is for 100MBS, with LAN it's anywhere between 60-80MBS average but on any given WIFI I can see about 8 KBS. I can't even load a webpage for work sometimes. 

The original adviser tried to send out a new router but this never arrived the first hurdle began. I called Virgin again and they said they couldn't send another until Yodel said I didn't receive it. Problem is, Yodel lost the package and it was stuck as 'out for delivery' over a hundred miles away. Since then I have attempted to contact Virgin back via telephone (god knows how many times, it keeps hanging up or giving me a text link which doesn't help), I have used chat and recently raised a formal complaint. 

It gets better. I asked for e-mail contact for the complaint as I'm working and EE have been having issues in my area, so they call me. It doesn't connect and they've just sent me a letter saying 'We suggest you reboot your router...' and that the resolution to my problem is: 'Education given.' and to contact them back. 

Honestly, I'm so frustrated right now. I can't call back because it takes me though it once, resets my router remotely, sends a link after it doesn't work and hangs up. Again and again and again. I've just tried again and my phone won't even connect to the number. 

I just need help to speak with someone. I am paying for something which doesn't work and it has been confirmed I need a new router. I am not happy with the compliant 'resolution' but can't even get in contact to tell them! 

I really hope someone here can help. 

Thanks,

Meg 

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gary_dexter
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Message 2 of 10
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Re: Help with complaint and fault

What hub do you currently have?

Have you split the WiFi bands and chosen less congested channels for them?

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MHuddleston
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Re: Help with complaint and fault

Heya, 

It's a Hub 3 and yes I have, one of the first things I tried!

That's one of the main reasons the first adviser agreed to send out another router as I had tried everything they suggested, restart, reset, split, used different channels and I've even tried to put my router into modem mode and used an external router (the last one worked better but the range is shocking so I went back to the Hub 3). No luck!

Thank you,

Meg

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MHuddleston
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Re: Help with complaint and fault

Heya,

It's a Hub 3 and yes I have, one of the first things I tried!

That's one of the main reasons the first adviser agreed to send out another router as I had tried everything they suggested, restart, reset, split, used different channels and I've even tried to put my router into modem mode and used an external router (the last one worked better but the range is shocking so I went back to the Hub 3). No luck!

Thank you,

Meg
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edent
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Re: Help with complaint and fault

If your complaint has been ongoing for 8 weeks or more, you can complain to https://www.cedr.com/consumer/cisas/complainnow/

It might be helpful if you can get Virgin to issue you a Deadlock Letter - but it isn't mandatory.

In terms of fault finding, either your hub is broken or you have really bad congestion. If you have an Android phone, I recommend this app - https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer it will show you just how many wifi hotspots there are near you. If it's fairly clear, then your hub is likely faulty.

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gary_dexter
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Message 6 of 10
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Re: Help with complaint and fault

What router did you get to use in modem mode?

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MHuddleston
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Re: Help with complaint and fault

I've only had the formal complaint open for a little over a month now, the letter says unless I contact them back within 28 days they will close my complaint as resolved - but I can't get in contact!

I'll do that I think, do you know of a way to request this? Is there an e-mail address for them as again, no way for me to get in touch it seems.

Thank you for the link, I'll try that now! Desperate for some form of resolution so I appreciate your help!
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MHuddleston
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Re: Help with complaint and fault

I had a TP-Link TL-WR940N router

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gary_dexter
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Re: Help with complaint and fault


@MHuddleston wrote:

I had a TP-Link TL-WR940N router


I’m not surprised that made no difference. It’s a cheap wireless “n” router so will only broadcast the slower 2.4Ghz band speeds. You’d be lucky to hit 100Mbps on it. More like 50-80 in reality. 


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John_GS
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Message 10 of 10
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Re: Help with complaint and fault

Hi MHuddleston

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issues. 

 

I've checked the system and no issues are showing me. It's giving me some pointers for the WiFi though, saying that some devices are too close to the router which could be hindering the hubs bandwidth. Could these be moved away from the router or connected via Ethernet?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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