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Message 1 of 17
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I need a new router! AAARRRGH!!!!!

I cannot get in touch with VM to request a new router.

My existing DOCSIS router is kaput. I lose wired and wireless connectivity all the time. It's been driving me insane!!!!!

Can someone from Virgin PLEASE get in touch. I need replacement hardware ASAP. Preferably with an 802.11ac radio too.

 

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Message 2 of 17
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Re: I need a new router! AAARRRGH!!!!!

they won't just send a replacement without first testing it first.
also, you will get the same model as a replacement, you don't have a choice in what you get.

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Message 3 of 17
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Re: I need a new router! AAARRRGH!!!!!

They better do or I am going to a different ISP.

This Super Hub 2 (Netgear VMDG485) is FUBAR.

Does it do RRM / active channel management? No. Does it support 802.11ac? No. Will the WAN interface stay up? No. I rely on my DSL for my job. 

They can test all they like. I have the monitoring stats to prove latency, jitter and packet loss on the WAN.

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Message 4 of 17
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Re: I need a new router! AAARRRGH!!!!!

you'll get a hub3 as a replacement, so if that doesn't meet your requirements then put it into modem mode and buy your own router that does meet them...

how do you know it's not a line issue? and thus replacing the hub would make no difference?

also, don't make threats of leaving. if you're going to leave just leave.
virgin doesn't provide DSL so not sure what you're relying on for you job, but if you need a business level SLA then you need to pay for one. this is a home package.


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Alessandro Volta
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Message 5 of 17
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Re: I need a new router! AAARRRGH!!!!!

Virgin will supply you with a Hub3 model router.

And as above, virgin is Cable not DSL.

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Message 6 of 17
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Re: I need a new router! AAARRRGH!!!!!

Your monitoring stats mean nothing, if they remotely check your router and everything looks OK there's no reason to change it. 

If you want to go to another ISP then you need to start your 30 day notification period now and look at the competition. 

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Message 7 of 17
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Re: I need a new router! AAARRRGH!!!!!

>Virgin will supply you with a Hub3 model router.

How? Who should I contact?
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Message 8 of 17
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Re: I need a new router! AAARRRGH!!!!!

if you are eligable for a free router swap then you can phone customer services and request it.
however, as said, if it's a line issue then it'll make zero difference.

so how about you try and help youself first, and post your hub stats.

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Message 9 of 17
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Re: I need a new router! AAARRRGH!!!!!

Oh and if you want to whinge about terminology (pedants)....go ahead. It doesn't matter about the delivery medium or signalling - DOCSIS / Cable - DSL / twisted pair. What matters is the fact that it's seemingly impossible to get a response from the ISP to assist.
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Message 10 of 17
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Re: I need a new router! AAARRRGH!!!!!

actually it matters quite a lot.
let's see your "monitoring stats" then.

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