I called Virgin Media toward the end of April to try to resolve an issue with the Internet connection at my property; we can connect to the router with both a wired and wireless connection with no problem; the problem is that 25-50 times a day (not an exaggeration) the connection just goes 'dead'; for 30 seconds - 2 minutes, the router just doesn't seem to handle data coming in/does nothing.
VM sent 2 engineers out to the property, they did some tests at the property and ran some diangnostics at the green cabinet within the street; they told me that my levels are all over the place and that there could be some damage to the cable underground, they stated that they normally resolve this within 2-3 days but it shouldn't be any more than a week.
Thus far, VM haven't been out to replace or rectify the cable-issue; my original problem still persists.
I decided to call VM yesterday and got put through to a non-UK callcenter, the operative on the phone told me he's got to do a linetest, he did the linetest, told me another engineer needs to attend the property, I asked to speak to a supervisor, he noted down my mobile number and told me I'd get a call within 2-4hours.
Fast forward 24hrs (today), still no phone call from supervisor, decided to call again; got through to a non-UK callcenter, again they told me they need to reset my hub, depsite me insisting every time that this isn't the issue; I told VM that I want to cancel; got put through to a UK-based callcenter, the woman was really helpful, listened to the issue, asked a load of questions, put me on hold and told me that she's going to call an engineer directly, after 2-3 minutes of being put on hold, the call got redirect to a non-UK callcenter, the woman on the phone told me she's reset my hub, the Internet should be working correctly, even WHILST she was on the phone, the Internet dropped and everything was dead for 45 seconds.
I'm going round in circles here, I'm aware of COVID and stuff takes longer to resolve, but I'm being advised of times/dates, callbacks that don't happen, a non-UK callcenter that wants to reset my router everytime, they tell me it's resolve when the issue seems to be a hardware/green box/cable issue, they can reset/line test all they like, it isn't going to resolve the issue.
I asked to get put through to cancellations again and the woman didn't want to put me through.
I'm getting no answers, I'm still paying the £100/month for VM, going round in circles, oh... btw, it also affects TV (obviously), so my experience thus far is pretty dull.
Lets see some data and see if we can spot something amiss and give you the "ammunition" you need when discussing it with VM again.
First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.
Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold for 60 seconds – release pin then leave 10’ to stabilise. The 2 Passwords will revert to the ones on the Hub sticker - so check its there and legible first !
If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).
Also, in the meantime, if you haven't already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.
Lets see the network logs and the BQM after 12h or so.
If those stats are just after the reset - its worrying that postRS errors are appearing after only a few minutes. Can you check and see if they are increasing - say hourly - if they are it may be a noise problem. These can be difficult to pin down as it can be being generated by someone else's connection. Also your upstream power levels are near the maximum recommended limit. See if they change too.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I'm still having issues; I don't need to upset the network log and BQM, had another engineer out, he replaced the router + added a booster, problem still persists but this is the third engineer to confirm the cable needs to be replaced.
I love Virgin Media but after 3 diff. engineers telling me I need a cable replaced and weeks down the line of me still paying full-whack, my faith is wearing thin.
If you wish to leave, cut your losses, and cancel by post. Address is section N of the Terms & Conditions.
Really disappointing that VM are so wretchedly incompetent when it comes to simple customer service. And looking at their appalling reviews on Trustpilot you'll see that (a) this is nothing new or Covid related and (b) it is all public domain, so senior management know, but are quite happy being the worst customer service company in Britain.
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