Our wifi has been dipping in and out, 5/6/7 times a day, since the 4th January. We've carried out all the recommended actions (resetting, checking cables etc) and an online agent got us to increase band width but we are still experiencing issues. It's impossible to get through to someone to resolve.
I notice this seems to be a common issue. Any suggestions on how to resolve?
You should start by testing/confirming that everything works OK when you are connected to the hub via an ethernet cable.. it's inconvenient but worth doing to rule out that there's anything wrong with the underlying connection..
Assuming that everything works ok via ethernet, most of the general "wifi is [Deleted]" problems on this forum result in a recommendation to purchase your own wireless router or mesh system..
Is it worthwhile getting a new router from Virgin as we've had our current one for 3 years now?
It depends on what the testing with the ethernet cable shows.. VM don't provide any guarantees about wifi performance, so if everything works when you're connected via ethernet, you'll face an uphill struggle with VM trying to get them to replace it as all of their testing / information will show that the connection is working fine..
if it doesn't work when connected via ethernet, then there will be some additional troubleshooting to do (including setting up a bqm, which you could do sooner rather than later as it takes a while to get a useful dataset)..
the hub as a modem though, is pretty reliable (i think) so it's more likely to be an issue with wifi or with the connection being delivered to the hub than the hub itself.. though if they send an engineer out cos your connection is broken, they may switch the hub out at the same time..