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I just want to speak to a Human Being!

We've tried on numerous occasions to contact VM about our broadband / wifi intermittently dropping off which has now been going on for a couple of months and we're sick of it.  We're paying a lot of money for a service we're just not getting.  We've been with VM for years - maybe almost 20 and we've never known the service to be so bad as it is now.  Out of all the times we've phoned VM we've managed to speak to someone 3 times.  Twice we've been told they will call back and they haven't and the 3rd time, some signal or other has been sent down our line to reset the router but it's made no difference at all.

We've followed all the instructions for checking, resetting etc of our equipment but to no avail.  In addition to that we want to change our package but we don't want to upgrade, which is the only options given to us online.  We really are at the end of our tether.  I can't believe that even though everyone wants to blame the issues on C19, VM can't organise their call centres / handlers better so that they can speak with their customers and sort their problems out.

There are telephone numbers on their website which don't work, they say to contact them through WhatsApp and that doesn't work.  Is there anyone actually out there working for VM in this country? 😞

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Alessandro Volta
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Message 2 of 12
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Re: I just want to speak to a Human Being!

What is your contracted speed ?

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: I just want to speak to a Human Being!

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: I just want to speak to a Human Being!

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 12
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Re: I just want to speak to a Human Being!

Call in at 08.00. Lots of people on here reporting getting through quickly when they do that. Midweek better than weekend !

Call 150 on a VM line - or 0345 454 1111 on others

--------------------
John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 6 of 12
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Re: I just want to speak to a Human Being!

Hi ClareC,

Sorry to see you are having problems.

Follow the advice above it's probabaly a lot more helpful than contacting VM.

Are you based in the UK? Am only asking because VM UK don't have a whatsapp contact.

You can contact VM Ireland via WhatsApp  www.virginmedia.ie/contact/ 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Message 7 of 12
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Re: I just want to speak to a Human Being!

Yes, based in the UK.  We’re not techy people but we’ll give these suggestions a go.  It’s not just for the broadband that we want to speak to someone, we also want to change our package but not to upgrade, which is all that’s offered on VM’s website.  It’s so, so annoying. 

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Message 8 of 12
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Re: I just want to speak to a Human Being!

Call at 08.00 in the morning. Follow options 1,1,4,4.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 12
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Re: I just want to speak to a Human Being!

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1723000000437256 qam36
2507000000537256 qam13
35150000004.837256 qam14
45230000004.537256 qam15
55310000004.537256 qam16
65390000004.137256 qam17
75470000004.337256 qam18
85550000004.337256 qam19
95630000004.337256 qam20
105710000004.437256 qam21
115790000004.137256 qam22
125870000004.337256 qam23
13595000000437256 qam24
146350000004.537256 qam25
156430000004.537256 qam26
166510000004.837256 qam27
176590000004.837256 qam28
18667000000537256 qam29
19675000000537256 qam30
206830000004.637256 qam31
216910000004.537256 qam32
226990000004.137256 qam33
237070000004.337256 qam34
24715000000437256 qam35


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.62645215
2Locked37.68600
3Locked37.68430
4Locked37.39990
5Locked37.610590
6Locked37.613270
7Locked37.315230
8Locked37.315440
9Locked37.615350
10Locked37.315980
11Locked37.318870
12Locked37.319630
13Locked37.322110
14Locked37.62679736
15Locked37.33288909
16Locked37.633201209
17Locked37.633946947
18Locked37.634457258
19Locked37.629816874
20Locked37.33636225
21Locked37.33663189
22Locked37.32955186
23Locked37.32603205
24Locked37.32995204
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Message 10 of 12
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Re: I just want to speak to a Human Being!

 
Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000040.3512064 qam2
23260000039.8512064 qam3
34620002440.8512064 qam1
42579988338.8512064 qam4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0000
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