Hi please help I've had your system for 3 weeks and still not managed to stream or work online for a whole day without the internet Drop outs happening. I've had an engineer out who advised we should buy a new router (which was strange as the one you gave me was under a week old). In fact as I'm typing this I've had to switch to mobile data. Please help as I'm about to send the router et all back to head office and resetup my contract with BT which I had 5 years without any problems.
Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens?
Tech saying get your own router implies that they thought it is just a wifi interfence issue and not network connection/faulty Hub related.
If you cancel VM after 14 days from connection you will be subject to early disconnections fees.
Some information on cancelling & early disconnection fees are here...
I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Thanks Alex it's still not solved. It improved slightly for a few days but exactly the same problem again. It's a shambles. I was actually told by one of your team I should upgrade my package and that would solve the problem. Haha this is becoming a joke. I wouldn't mind but I tied into this crap for 18 months. If any one out there is thinking of buying Virgin avoid it like the plague.