Virgin Media Community

[VMnogood]

Three problems!

1. My HP printer won't work wirelessly anymore. (It was fine for a couple of years.) HP told me in early December this was because of the VM route Wi-Fi settings being over 2 channels. I couldn't resolve the problem and HP said I needed specialist advice form VM. I spent many hours trying to get help. Three times someone in an overseas call centre said I was being put through to the specialist team that would help with the compatibility of the printer with VM Wi-Fi. Three times - I was cut off and never got to speak to any one. I wasted hours and hours on the phone. My printer still can’t work wirelessly.
2. Problems now with the Apple devices in the house. Various error message eg from Apple "weak security"(iPads) or saying the internet connection was disconnected (Apple laptop). Went to VM website, found they knew all about this problem and had (inadequate) instructions how to fix it. I spend an hour on this trying to change the router setting. Couln’d understand the sub settings in the  menu – what to do about 3 separate devices; I couldn’t get this to work. Devices still won't work. Tried to phone VM. You know the rest - total waste of time, got cut off. As VM is well aware that there is a problem with the new Apple operating system and the VM router settings why didn’t they inform all their customers instead of letting us hit the wall? And people like me who aren’t brilliant with tech need help over the phone to sort this out.

3 Yesterday and today I have  found it impossible to log in to my emails on the website and found I couldn't log in to any parts of the site requiring you to sign in.

Are VM trying to commit suicide as a company? I tried to phone to cancel my contract this morning - can’t get through, got cut off. Can't log in to the website to cancel, either.

Unless VM sorts this out VERY QUICKLY I shall be off to Zen, after 20 years with VM and its predecessor, even though it means paying to get my former BT landline fixed and paying a connection fee to the new provider. I've had enough. And I know from experience that even a letter of complaint sent recorded delivery to VM gets ignored. Which? magazine's recent Broadband satisfaction survey result places VM at or next to the bottom for 'ease of contacting' and for 'customer service'

 Is there anyone at VM who can provide actual and effective help, please?

[JitteryPinger]

Best time to call is 8am to get early space in line, 0345 454 1111 options 1-1-4-4

[VMnogood]

Thanks. I tried before 9 this morning and got cut off before anyone answered. That's the usual experience. And when I have got through they don't help more than half the time - pass you on back to a queue form which you eventually get cut off. Appalling.

[jbrennand]

For those issues, you will get better assistance on these fora than talking to CS

The email sign in issues (SSO) is known about and discussed on the email forum (look in there) and VM know about it and are working to fix it.

Solving printer wifi issues has been dealt with many times on this forum. You need to separate the 2.4 and 5 GHz bands by renaming their SSID's - and disable channel optimisation whilst you are in the settings.

The OS14 issue is covered in the pink "sticky" post at the top of this forum - what is it you dont understand? Others have sorted it easily.

[jbrennand]

Email issue...

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/My-Virgin-Media-authentication-issu...

[VMnogood]

I spent an hour last night trying to sort out the modem settings following the VM instructions but failed. There are 5 Apple devices of various ages, all of them with Wi-Fi whihc have previously worked fine via the wifi on but only one showed up on the modem settings page on the VM website. I don’t understand at least half of the jargon that is used here or on their website, or that is on the modem settings.

I don’t think I as a customer should have to be a tech expert. I think that VM, who charge me a lot of money, ought to do their job and sort things out when it’s to do with their equipment and their fiddling around with their settings.

The HP printer worked fine for nearly 2 years until VM changed something without asking me for permission or telling me it had happened. While I was trying to get the Apple devices to work properly via the modem yesterday, I was unable to give my learning disabled severely autistic disabled son any attention.
VM foul up far too often.

I await to hear from a VM technician who will sort this out when they read this post, as it’s utterly impossible to get phone help.

I am no techy, I am elderly, I am having to care for a disabled family member who gets wildly frustrated if the internet goes down. I have lost much of yesterday evening and most of today trying to sort this out. I can now say I absolutely loathe this Company. And they then dare to write to say they are putting up their charges!

I can’t even get through to leave them. While I could write a letter, I bet they will ignore it.

My next task is to see what BT and Zen can offer me. Apparently, Zen has excellent customer service and it's easy to contact them. The only reason to stay with VM is that cable is better than copper wire and, if I left, I'd have to change my email address and let everyone know.

[jbrennand · Accepted solution]

Just for the record.... VM (& all other BB providers) provide a service that is guaranteed TO the Hub and what comes out from it on an ethernet cabled device.

They all expressly exclude guaranteeing wifi connections - as it is so influenced by the external environment. Even BT with its glossy ad's saying wifi is “guaranteed”, also charge £10/month for that and say that if it isn’t sorted they will just give you £100 back. VM try and help with swapping the Hub (just in case!) and providing pods etc., but the reality is, that if the Hub wifi doesnt work well for you then you are far better sourcing your own wireless equipment.

You will get help on here on what would be suitable

You should try separating the SSID's of the 2.4 and 5 GHz wifi bands first as it will help. Follow this protocol its not difficult - I am a pensioner too 🙂

_____________________________________________________________________________

First go into the Hub3 settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it).

Then go to Advanced>wireless>smart wifi - and tick the disable “channel optimisation” box and save settings. 

Then, go to advanced>wireless>security, and rename the 2.4 & 5 GHz network ssid's.  Just type the two new names in to whatever you like and something that will differentiate them (e.g - xxxxx_2 & xxxxx_5) -- use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device.
 
Note all your wifi devices will need re-connecting to the new SSID's and passwords as you have changed thm from previous.

5 GHz is usually better and subject to less interference (and is better for iDevices ) than the 2.4 one - although this one has the better "range" and some older/cheaper/dumber devices (like HP printers) can only use this one. 

You should also use a wifi analyser App to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.
See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.


Also described differently in this link:

https://community.virginmedia.com/t5/Speed/Slow-wifi-connection/m-p/4063642#M213435

[jbrennand]

To cancel - you have 2options....

1. Call 150 from a VM phone or by dialling 0345 454 1111 options 1,1,4,4, from any phone - they are still picking up - calling at 08.00 (09.00 Sun) is the best time to get through quickly

2. In writing to..
Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road,
Nottingham, Nottinghamshire,
NG2 3GG.

Include your name address and all account details and do it by registered mail with a receipt for signature on arrival.

Note there is a 30 day notice period and if you are still within you contracted minimum period they will levy a pro-rata early disconnection charge.