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Barzey
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Message 11 of 74
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Re: Loss of internet/very poor customer service

Yes, I am going to have a look into that for sure. I have 2 x Desktops (New HP i7 Pavillion) & a 10 year old Medion Akoya Phenom and they are connected to Ethernet direct to the VM 3 Superhub. I also have a HP Laptop (used very occasionally)and when used connected to either Ethernet or Wi-Fi. ALL have the Maximum RAM installed. The old trusty Medion mentioned has a Samsung SSD 550 installed alongside the original 1TB Hard Disk and is equally as fast as the i7 anytime.
When VM is not playing up I get around 550 Down & 27 Up on both the Desktops. But the poor old HP Desktops Ethernet Card only goes up to 100 and so I get 92 down & 37 up on that. Everything else in the place 4TV's, 3 VM Boxes, Hive equipment etc runs off the Wi-Fi or the TP RE650 Wi-Fi Range Extender nicely. So you can imagine the fun I have had over the past week since the VM Tech Help guy split the 2.4 and the 5 signals separately without informing me. Just to recap the actual Wi-Fi is running fine when I have a signal. So it is the actual Service coming into the house that has so many problems obviously made worse by the abysmal VM Help Centre people.
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Barzey
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Message 12 of 74
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Re: Loss of internet/very poor customer service

The Poor old Desktop mentioned was meant to be LAPTOP not Desktop, sorry. I should 'proof' the page before I send
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Barzey
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Message 13 of 74
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Re: Loss of internet/very poor customer service

Hope they turn up and even better sort things out. But I suspect that they may try and convince you that the fault is, or was, all down to a problem with your own equipment, don't believe them if they do. (Sorry I even know myself that I have got so very Grumpy now about all this)
They are due here on Tuesday 16th so I too am greatly concerned they wont bother. Anyway please drop us all a quick note if you can to tell us how you got on.
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jbrennand
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Message 14 of 74
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Re: Loss of internet/very poor customer service

So if I have got this correct.... can it be summed up as.... all devices connected on ethernet cables are fine and remain connected ok when wifi connected ones are dropping out.

Correct or not?

If not, what do the various lights on the Hub do/show when the drops happen? The BQM will be helpful if this is the case.

If it is correct, then the fix is quite simple, ditch the Hub's wifi and get your own better quality wireless equipment, I did that 20 years ago and have never looked back

--------------------
John
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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.
Barzey
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Message 15 of 74
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Re: Loss of internet/very poor customer service

Hi 'Jbrennard' All the Wi-Fi system runs fine until the VM starts playing up. Even then it still hangs on until the VM feed eventually drops out altogether, then we loose everything including the phone. As I state the whole system runs fine for a few weeks then suddenly the Download speeds start to slowly drop, then the TV occasionally begins pixelating slightly. Then the speeds begin to drop slower and slower over the next 5 to 7 days and eventually the lot goes except the TV. Even the VOIP phone supply goes off some times. My PC's are connected via the Ethernet Cables direct into the Hub 3 Router. We do have about 8 other items around the place that uses the Wi-Fi signal, but we do not play Games and the like so its surely not that taxing for the 500 Download Service!

Today I am getting between 180 & 250 maximum, the Upload always seems to maintain around 35/37. But worthy of note is that usually after midnight the speeds usually recover back to as they should be 550/37 and hold usually until about 3pm. Then they start falling and get slower and slower whereby it takes as long to get to my Homepage as it did when we were on 54mbits copper wire.

When the system is working as it should, its absolutely fine. But there are by far too many speed drops, drop outs and other faults occurring regularly generally around every 4 to 6 weeks. Its just not viable enough when paying over £100 per month for it. Its not that we play Games and things but whenever we try other things on the TV like Catch Up or to watch a film or Netflix or programmes from the Archive Libraries etc it sometimes begins freezing, stopping & starting. As such we now very rarely bother trying to them. Our TV's are quite the latest 'Smart' ones by the way.

We have decided to sit this out until January and Cancel it all, the letter to VM is already typed and ready to post but I think I would be wise to heed the advice given and wait to post it so that VM receives it at least 30 days before the current contract ends. My goodness I have just realised what a wonderful Christmas & New Year present it will be for us.

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Zak_M
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Message 16 of 74
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Re: Loss of internet/very poor customer service

Good morning @Cfrancis 

 

A very warm welcome to the forums and thank you for taking the time to post. 

 

I am really sorry to hear that you have had some issues with your broadband services. 

 

I have just taken a quick peek at your account and I can see that the engineer is still booked for today, Do you know the time or would you like for me to clarify that for you

 

Hopefully it wont be an issues, but if the engineer isn't able to get this resolved today then please do let us know and we will do all we can to assist you further. 

 

Kind regards,

Zak_M

 

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Cfrancis
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Message 17 of 74
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Re: Loss of internet/very poor customer service

Apparently they're coming between 4-7 today but I will be in contact if they don't. The issue 8s whether your team get back to me, as you see from my post and my account the multiple attempts I've made to get a response. 

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Barzey
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Message 18 of 74
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Re: Loss of internet/very poor customer service

Good morning and thank you so much for taking an interest and posting. I received a text the same day (at 19:49 hrs) that they gave me todays appointment informing me that todays appointment was cancelled and has been put back to the original date & time of Tuesday 16th February! So I really do not know to be perfectly honest. So any confirmation would be greatly appreciated as I am sure you will agree

Sorry just realised that this message was for cfrancis

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Barzey
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Message 19 of 74
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Re: Loss of internet/very poor customer service

Sorry I have just realised that you were corresponding with cfrancis

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Zak_M
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Message 20 of 74
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Re: Loss of internet/very poor customer service

Good morning @Barzey 

 

Welcome back to the forum and thank you once again for your post. 

 

We are sorry to hear that you have had some issues with your broadband connection. 

 

I have taken a quick look into the account and it dose seem as though there is a utilisation issues in the area, this would explain why the speeds increase the later in the evening. 

 

Kind regards,

Zak_M