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? 😞
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 ?
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.
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.
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.