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joepagnelli
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How do I book an engineer?

Hiya guys, 

I've been attempting to ring Virgin to get an engineer round as our internet has been shocking for the past few months. 

It's just been impossible so far. I have rung 0345 454 1111, I have gone through the entire process online but it always ends before I can speak to someone.

Is there a specific number or specific way I can speak to someone to get someone round?

Please let me know.

Warmest wishes,

Joe

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conman33158
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Message 2 of 31
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Re: How do I book an engineer?

Best to ring VM on or just after 8am or alternatively you can wait here for a Virgin staff member to pick it up, but this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are.

If you want to wait for a Virgin staff member to pick it up, try not to bump the thread as this will throw you further down the list

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g0akc
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Re: How do I book an engineer?


@joepagnelli wrote:

Hiya guys, 

I've been attempting to ring Virgin to get an engineer round as our internet has been shocking for the past few months. 

It's just been impossible so far. I have rung 0345 454 1111, I have gone through the entire process online but it always ends before I can speak to someone.

Is there a specific number or specific way I can speak to someone to get someone round?

Please let me know.

Warmest wishes,

Joe


Try ringing at 08:00 when it might be less busy.

A VM rep on here may pick this up.

You can also post more details of the issues you've been having and someone here may be able to help.

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
joepagnelli
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Re: How do I book an engineer?

Hiya, thanks so much for your reply. I will call them first thing tomorrow morning at 8am.

I assume everyone is struggling a bit more with internet as more people are working from home.

But we've had a few issues. The connection drops a lot, and even when you're connected it goes from superfast (we're on the 200mbps plan) to just not loading. 

It's been a particular struggle for me as I'm a journalist so due to Covid I've been covering court via video link and it's been incredibly frustrating to have the connection crash consistently. 

We've tried rebooting and resetting everything, and I've disconnected most of my devices but nothing has worked so far.

It's gotten so bad I've been using my mobile hotspot to do work on my laptop and just stay disconnected from the internet as much as I can. 

But I'm not sure what's wrong which is why I'd like an engineer to come round so they can see if there's anything that can be done.

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conman33158
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Re: How do I book an engineer?

It's a never ending story with VM at the minute as the network is dealing with a load like never before with people working from home, home schooling, Netflix, Amazon Prime and Gaming threw into the mix. I think Virgin are hoping after lockdown it will settle down but until then you’re stuck. 

If you like we can take a look at your router stats and you can set up a BQM and we can see what your line is doing 🙂 Just follow the instruction below.

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

DO NOT LOG IN, just click “Check Router Status” at the bottom of the page.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

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joepagnelli
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Re: How do I book an engineer?

Hi, 

When I put that address in there's no option to check router status?

Shall I log-in?

virgin-min.PNG

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conman33158
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Re: How do I book an engineer?

Yes just log in 🙂

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gary_dexter
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Message 8 of 31
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Re: How do I book an engineer?

Do wired connections drop or just wifi?

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joepagnelli
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Re: How do I book an engineer?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14027500001.940256 qam30
22027500000.938256 qam9
32107500000.438256 qam10
42187500000.738256 qam11
52267500000.238256 qam12
62347500000.738256 qam13
72427500000.738256 qam14
82507500001.238256 qam15
92587500001.540256 qam16
102667500000.938256 qam17
112747500000.538256 qam18
122827500000.238256 qam19
132907500000.238256 qam20
142987500000.738256 qam21
153067500001.238256 qam22
163147500001.538256 qam23
173227500001.740256 qam24
183307500001.540256 qam25
193707500002.240256 qam26
20378750000238256 qam27
213867500002.240256 qam28
223947500001.740256 qam29
234107500001.938256 qam31
244187500002.238256 qam32

 

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joepagnelli
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Re: How do I book an engineer?

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.31580
2Locked38.91680
3Locked38.91700
4Locked38.91760
5Locked38.61210
6Locked38.61210
7Locked38.9790
8Locked38.9910
9Locked40.3930
10Locked38.61040
11Locked38.91640
12Locked38.91390
13Locked38.91570
14Locked38.91370
15Locked38.91490
16Locked38.91550
17Locked40.3970
18Locked40.31110
19Locked40.31280
20Locked38.91520
21Locked40.31290
22Locked40.31400
23Locked38.91370
24Locked38.91210
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