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Ignored complaint

Joining in

Complaint logged 3/4 weeks ago with intermittent speeds, service, outages and being called a liar (despite showing multiple speed tests under 5mb DL (quoted almost a gb DL)....

Told I'd be charged for a new router as that was the issue.... only a few months into a brand new contract (moved from BT).... after a fight and call for over an hour, got a router free.... 

Router installed, speeds good everything working OK.... however for 3 or 4 months this has been occurring and despite raising a complaint 1) for the horrific experience trying to make contact for weekends on end and 2) less than 10% of expected speeds when joining 3) for being told my home set up was the issue and all was well 4) being sent to Apple over and over as the MAC had connection issues

No complaint response or even acknowledgement of my complaints over the last few months....

I'll hang tight, wait for week 8 then pursue an ADR case which I know costs 350+ and I'll be advising of all call, email, chat, screen shots, breach of complaints policy etc. And leave it with the ombudsman (also the ICO as there has been a data breach).

I just wanted some help and a sorry at first.... but that's not going to cut it now as I've ran out of patience and forgiveness.



This is your first post on this forum.
I do not see any speed tests or other materials highlighting technical problems.

1) Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.

Once the test begins click on: Run full test to see all the stats.
Share a screen shot of the full test for review.

2) Run this internet quality test and post a a screen shot of the results.

3) Check for a local fault

Cal 0800 561 0061 - it is an automated services and yes this is different to the Service Status link and Hub Diagnostics, it can report a fault affecting your street.

4) VM HUB Signal Level Checks

Via connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

Forum Team
Forum Team

Hi @Br1982 

Thanks for posting and welcome to the community.

Sorry to hear of this.

I'll send you a PM now to help.

Best wishes.

Forum Team

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