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legacy1
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Alessandro Volta
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Message 11 of 15
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Re: Hub 5 - Fast download, terrible ping.

The upstream for you is like a pigs trough
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aidenpilkington
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Tuning in
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Message 12 of 15
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Re: Hub 5 - Fast download, terrible ping.

I am unsure what to do with this information, can you elaborate? 

Is there a way I can get an engineer to come and help me or have some contact with Virgin that isn't them just telling me to restart my router? 

Someone mentioned I could make a complaint on this website but I can't see how to do that?

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Cardiffman281
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Knows their stuff
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Message 13 of 15
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Re: Hub 5 - Fast download, terrible ping.

You can do a complaint online https://www.virginmedia.com/help/complaints

The VM forum team will get to you soon. 

 

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John_GS
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Forum Team
Forum Team
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Message 14 of 15
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Re: Hub 5 - Fast download, terrible ping.

Hi aidenpilkington

Thanks for posting and welcome to the community. 

I am sorry to hear of the broadband issues, from the system checks running I am going to book a tech for you. I shall PM you now.

Best

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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John_GS
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Forum Team
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Message 15 of 15
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Re: Hub 5 - Fast download, terrible ping.

Hi aidenpilkington

Thanks so much for your private message and confirming your address, I have now booked you a visit for the broadband issue – you can check the date and time via your online account - virg.in/myVM - but also do go off the PM sent 🙂 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 MyVM 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

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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