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How do I book a technician?

Natmac1992
Joining in

My WiFi signal keeps dropping out. I've done a test on my HUB and it says there is an intermittent issue. My post code area is not showing as having any issues. I keep going through the routine of turning off the HUB, checking the wires and sockets

 I've done this multiple times and it's still not working. 

Can someone on here that works for Virgin Media please book me in for a technician to call? The WiFi is pivotal because my husband studies and does online classes. 

Thanks.

 

1 ACCEPTED SOLUTION

Accepted Solutions

Tudor
Very Insightful Person
Very Insightful Person

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

See where this Helpful Answer was posted

5 REPLIES 5

jpeg1
Alessandro Volta

They won't send a technician to sort out your WiFi because they can suggest ways you can improve it, and WiFi speeds are not in any case guaranteed. 

But are you sure that the broadband service is not at fault? That is what you are paying for and is guaranteed. Have you tried as a test connecting a device to the Hub with an ethernet cable to see if that works satisfactorily ? 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Tudor
Very Insightful Person
Very Insightful Person

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

The WiFi strength is not the issue. Its the intermittent signal issue which had been identified via a HUB scan. As I said above, there are no issues in my area. It is my equipment and I need a technician. Thanks for replying

jbrennand
Very Insightful Person
Very Insightful Person

Just a comment... if I were doing online classes, or important Zoom or Team meetings etc - there is no way I would do them on a wifi connection - it is far too flaky for that.  I always connect my laptop to my router on an ethernet cable and get a rock solid connection - wheras my wif connections go down when we switch our new Panasonic Microwave oven on !!  It just the way of wifi! 

So to do an experiment to see where the issue lays, can you determine if your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could actually be network connection/Hub related?

If it is a wifi only issue then see this...

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Gareth_L
Forum Team
Forum Team

Hello Natmac1992.

Thanks for your first post and welcome to our community.

Sorry to hear about the WiFi dropping out and the possibility of having a faulty hub.

We are able to run a system check from here on your hub and can see it has been swapped.

That indicates an engineer has been out. If so, how are things since the visit?

Please keep in touch on here if you need anything else.

Gareth_L