Intermittent Broadband and very poor customer service
14-06-202110:11 - edited 14-06-202110:37
Hello all, Not the first time this has been posted here I’m sure. Virgin Broadband internet service is great when it works but when it goes wrong it’s an absolute nightmare to get fixed. I’m sad to say that in my opinion virgin have one the worst records for customer service.
My problem started with intermittent internet loss 10 days ago, after a router (super hub 3) swap out, a total of three engineer visits over the last week including one network engineer who did not even have the courtesy to knock on the door and tell me what he had done, he just sat in his van and then drove away an hour later. I still have terrible internet service with power tolerance levels on both upstream and downstream out of acceptable levels but now when I call customer services they look at their simple router checks and tell me it’s all fine yet 30 minutes after levels are off the scale again! I try calling the field operation support team to plead for another engineer and just get told my call cannot be connected due to a fault on their line.(0800-052-5738) I’m now waiting for a “manager” to call me back….. what do I need to do to get this resolved….
Router Log - No ranging response recieved T3 time out
RCS partial service
Sync timing synchronization failures
Channel / Freq / Power / SNR / Mod
1 / 3790000000 / -11.5 / 36 / 256
2 / 2030000000 / -20.4 / 30 / 256
3 / 2110000000 / -20 / 30 / 256
4 / 2190000000 / -19.5 / 27 / 256
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;