Last hope of fixing our issue. Connections dropping, WiFi and ethernet

[jaluda]

Hi

We have been having issues with our broadband for a few weeks now. The connections keep dropping on both WiFi and ethernet. It is on various devices, Android, Apple, smart TV, smart speakers etc. They can be ok one minute then stop working the next.

We originally had a hub 5 and I did the usual reboot and a few factory resets but that didn't help.

As usual the online help was rubbish as half the time I couldn't connect and when I did it said there wasn't an issue or wanted me to reconnect my devices.

That was the first time I called support on 1st December. After explaining the issue and the agent talking to their manager they said they'd send a new hub out and it would be with us by the following Wednesday. Nothing arrived so I called back on the 8th and spoke to someone else. They said I needed an engineer to visit and said they'd booked one for the 9th.

Well no one arrived. So I contacted Virgin Media on Twitter. They checked and there was no booking made. 

They booked an engineer to visit on the 12th. I actually got a confirmation text for this and they did turn up.

They had a quick look and said we needed a new router but he didn't have one with him. So he booked another engineer for the 14th. They turned up and gave us a hub 4 as they are more reliable than the 5.

It was connected and the engineer left while it was starting up.

When it did start up we had very poor connections, if we could connect at all. Pretty much no internet.

I called support again and they said to do a factory reset on the new hub and that it can take 24 to 48 hours to settle. They also promised to call me back later in the day to see if it was working better.

Well, as with the first two calls this was another time they said they'd do something but didn't. So I have no faith in your phone support at all now.

I contacted VM on Twitter again and they said to give it 24 hours and let them know if it was still playing up.

I gave it longer and messaged them yesterday twice and didn't get a reply, so messaged again today and they said they couldn't access my account easily (which they already had done to book the engineer) and to use the forum.

Please can we have another engineer sent to us? 

It's very frustrating not having reliable internet when you're trying to work and even more frustrating trying to find someone who can actually help and do what they said they'd do.

[jbrennand]

A VM person will respond soon... in the meantime do another reset exactly like this..

___________________________________________

Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

With the Hub switched "on", and co-ax still connected, push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time.

Leave it 5-10' or so... to stabilise... and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. The SSID and passwords will revert to those on the sticker too.

Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.

You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.

See if that sorts it. If not try again and hold the pin for 90 seconds

[Steven_L]

Hey jaluda,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment and for the whole experience that you've had trying to get your issues resolved, this is far from the service that any of our customers should be having. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[jaluda]

Update... I ended up buying a router and switching the hub into modern mode.

It instantly fixed the connection issues and gave everything a speed boost. There has been no issues apart from tonight when I had to reboot the hub again due to "intermittent signal issues" according to the VM website.

Buying a router really wasn't a satisfactory resolution. The hub should be able to be used as a router without all these problems

.

[Matthew_ML]

Thank you for reaching out and letting us know this we are sorry to hear this. 

I can see you are in PM with my colleague please do reach out if you need anymore help on this.