Impossible to speak to anyone at Virgin Media

[Patrick_Rice]

Three days ago it took me over two hours to get an actual agent on WhatsApp.

Last night it took me another two hours in relation to a wifi pod.  After all of that they said they could not help order a second wifi pod just then as I needed to wait until today so the first was processed on the system.

Today it took THREE HOURS to finally get an Agent on WhatsApp.  But in the meantime earlier this morning the VM Connect App now fails to see my hub.  So I made the mistake of telling the agent about that problem first to try and get that bit fixed.

Then when he had finished dealing with that issue and said he would pass it on to Tech Support with a 5 day turnaround time, the agent asked me if there  was anything else they could help with.  The timestamp for this question was 15:15.

I started to type a message explaining my real reason for messaging about the second wifi pod requirement, and posted this with a timestamp of 15:16 - only to learn the Agent hadn't even gave me a single solitary minute to answer his question, and instead had closed the conversation!

Absolutely disgusting customer service.  It now tells me there is at least a 102 minute wait time for an agent.  FIVE HOURS to speak to someone at VM?  Are you for real.

Worse though - I tried ringing up instead therefore - my first experience of contacting VM by phone...  And have discovered that it is actually impossible to speak to VM for real by phone.  Every single way I try to speak to an agent - whether I choose a Technical Issue, a Billing Issue, or any of the other menu choices, the end result is always a "Thanks for calling VM - we have sent you a text message with useful information" - and then an automatic call termination.

What on earth are you playing at Virgin Media.  It shouldn't need NINE hours so far of my time on to WhatsApp Chat, just to order the essential second wifi pod.  

Do you really think that is acceptable customer service?

[Client62]

After the previous post about wanting Modem mode you expended half a life time on getting VM Pods

Quite a U Turn

[jbrennand · Accepted solution]

I never have an issue getting through.   See this re.the options.

There are a few options. Firstly call in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

___________________

[Patrick_Rice]

Er, because as per my post you refer to, there is no Modem Mode?

I'd have thought the two were linked symbiotically and therefore self-explanatory. 😉😂

But don't worry - in typical Virgin Media fashion, after finally getting a response at 17:15 from my WhatsApp that I first commenced at 12:15 - so over five hours later today, VM have told me I was given completely false information yesterday on my two hour chat, and it's actually a further SEVEN DAYS I need to wait before a second pod can be requested.

Amazing organisation this - that they think it's perfectly fine to go a full three to four weeks total duration by then, without Security Cameras, just to ensure their "proper diagnostic processes are met".

It will be hilarious when the next seven day delay is up and I reach out to them (no doubt after another three hours on hold as it were), and they ask "What does the VM Connect App first say"?

And I reply "Do you mean the VM Connect app that you have an existing case open for with me specifically, because it won't actually, er, connect..."

What have I done.......... 😭

[Rosebush18]

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@Patrick_Rice wrote:

Er, because as per my post you refer to, there is no Modem Mode?

I'd have thought the two were linked symbiotically and therefore self-explanatory. 😉😂

But don't worry - in typical Virgin Media fashion, after finally getting a response at 17:15 from my WhatsApp that I first commenced at 12:15 - so over five hours later today, VM have told me I was given completely false information yesterday on my two hour chat, and it's actually a further SEVEN DAYS I need to wait before a second pod can be requested.

Amazing organisation this - that they think it's perfectly fine to go a full three to four weeks total duration by then, without Security Cameras, just to ensure their "proper diagnostic processes are met".

It will be hilarious when the next seven day delay is up and I reach out to them (no doubt after another three hours on hold as it were), and they ask "What does the VM Connect App first say"?

And I reply "Do you mean the VM Connect app that you have an existing case open for with me specifically, because it won't actually, er, connect..."

What have I done.......... 😭

---

Tell me, what is your time and sanity worth? Yes you are entitled to up to three ‘pods’ which are never yours and have to be returned when and if you leave VM; but, as you have noticed, VM make you jump through all sorts of hoops to get them.

So why not purchase your own solution, a meshed WiFi system which is yours, to be configured and used and transferred to another BB supplier as you see fit? Yes OK, you are entitled to ...... ‘free’ of charge. But I’d refer to my original question - ‘just how much is your time and sanity worth?

[Client62]

Preferring Modem mode normally means having a deep preference for owning and managing your own network and Wi-Fi equipment.    As we do.

With a Hub 5x in Router mode and a LAN network in Access Point mode, one can put all the components in place and have configuration and control abilities over your kit. 

Modem mode becomes that one final step to take, when available.

[Patrick_Rice]

I've marked that as a Helpful Answer - albeit to re-mention the WhatsApp option to me when my post is already predominantly about the NINE HOURS I have so far spent on that approach, was a bit "cut and paste" in your response maybe.

But I'm glad to hear of the ring up and call possible solution - so like I say, I've marked it as helpful.  Cheers.

[Patrick_Rice]

To be clear...

I have FOUR Huawei AX3 Quad-core mesh routers now sitting unplugged.  My previous network (BT) was fully self-managed.

And this is my preference with VW also, hence my original post elsewhere you are referencing about Modem Mode (and the lack thereof).  But in this such absence, I was therefore trying to stick with the ISP stipulated and recommended solution - wifi pods if needed - as the stop gap to potential eventual proper modem mode (it has helped to the front for the Ring Doorbell, so hopefully will do the same to the rear for my two Blink Cams and lights).

At that point I might then re-utilise my existing equipment, but being on a 2Gb Down/Up symmetric service, they no longer cut it, so when that time comes, I will likely move to WiFi 7 bit by bit (due to obvious high costs).

But for now, I require the second wifi pod, and was disappointed when after two hours on WhatsApp Chat last night to be told I need to leave it until today...

...To then spend a total time of FIVE HOURS today on WhatsApp chat today to then be told "actually that's total bollo%s and you need to leave it yet another week before messaging us for the needed second pod, and then wait around a week again for it to then arrive".  Making a total delay/time with issue, of three to four weeks.

That policy, that system, is quite frankly utterly farcical and ridiculous.  Quite aside all my wasted time to reach this point.

[Patrick_Rice]

I think 4 Huawei AX3 quad-cores count as "having your own meshed wifi system".

But as the Hub 5x still doesn't have a proper Modem Mode, they don't play very well with it - not from my trials last week when my 2Gb service was installed.

Which in turn makes it really simple why I am therefore seeking to secure the approved VM solution for this problem (for now) in the wifi pods - which do work with the Hub 5x by design.

And I have read several different posts on the forum (and even one hinted at in here), as to how it is possible to workaround the lack of Modem Mode on the Hub 5x by running as a router only, and with an Access Point, and how doing so causes no impact at all.

It's well beyond my level of knowledge, but when I put the suggested solutions to my much more knowledgeable friends, they have all said the same thing - a complete load of twaddle - it will have distinct implications running it in such a way, and absolutely absolutely will mean Double NAT'ing, and anyone who claims different is talking tosh.

As they are their words, not mine however, if anyone on here knows how to get around the lack of Modem Mode on the Hub 5x in such a way it DOES NOT Double NAT, and cause potential issues, I would genuinely love to hear it (I will of course be running the suggested solution by my mates for their thoughts too though, as every expert I have spoken to has said the same thing - in the absence of an actual  proper Modem Mode, then any workaround to this will still come with unavoidable impacts and will mean Double NAT'ing.

I say that like I know what that means, when in fact I don't - but I do know we have three Xbox One X consoles in our household, so if it affects them, it's an absolute no no from the outset, as a workaround solution to the lack of modem mode.

But also bear in mind this...  As much as people knock the Hub 5X, it's 4x4 MIMO and whatever other Wifi 6 tech it contains, means that I can hit real world speeds over Wifi of 1700 to 1800 Mbps to my phones in the home (and 1200Mbs or so to an Xbox connected to a VM wifi pod by ethernet out to the console, when I did some tests - I need it long-term for my doorbell though). 

But if I use my own existing Huawei AX3s, the max speed is not as high.  So it actually gives weight to using the 5x as the Wifi Router when compared with my current equipment.  The flipside to that however is that I have four AX3's that can be spread about, to the one single better spec'd Hub 5x - hence the desire and need for wifi pods for now.

So just in case it's still not clear enough here...

1. I WANT to use my own mesh system when possible.
2. Lack of Modem Mode (and lower speed limitations of my own tech) makes this problematic currently however.
3. So in the meantime, I will look to try VM's own intended solution for this issue (pods with the Hub as router).
4. And when MM finally comes (if ever) then I will go back to using my own mesh equipment, until...
5. ...I can upgrade this even higher to WiFi 7 mesh equipment at a future point, to complement my 2Gb service.

That sounds a fairly reasonable gameplan to me - it's just the hoops to jump through to get the necessary wifi pods, that exacerbate this process.

[carl_pearce]

You need more knowledgeable friends.

AP mode, also known as bridge/d mode, does not cause double NATing.