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Month of problems: Network cuts off - 3 engineers past by - No solution - No help

FULL STORY

A month ago, our problems started. Our internet started to cut off for a minute every 5/10/15min, depending on the moment of the day. This makes it impossible to work for both me and my partner from home. We have video calls every day, which is impossible if the internet cuts out every 5min.

We tried everything to fix the problem with the guidelines online. Nothing helped. We contacted Virgin, and after a full week of calling/mailing we finally were able to get someone on the phone. And Engineer dropped by, didn't find the problem and just switched our hub. Nothing changed. He said to give him a call if it didn't work, so he could send someone else the next day. The Engineer didn't reply anymore...

Again, calling the customer service, again for hours on the phone. They sent a new engineer, who changed a cable. He called back in the evening to check if the problem was still there. It was and he was so friendly to book a new appointment the next day. At that time we were having problems for over 2,5 weeks.

Third engineer came, fix another cable outside of the building. We could call him if the problems still wasn't fixed. Result: Problem still wasn't fixed, we called and texted him but yet again: complete silence.

We're One month further since we first notice the problems and asked for help. Nothing changed, we still are not able to work properly, spend hours trying to fix the problem and calling the help centre (Calculated a total of more than 60 hours of calls to the 150 number the last month) Filled in a complaint as well as asked for a compensation, without any respons. We asked about the complaint/compensation on the phone twice as well, and they would send us an email: Nothing received until this day.

HELP

We don't know to who to turn to at this point. I never witnessed such a terrible costumer experience/service before. They just don't care if our problem gets fixed, as long as we pay our monthly fee... I could live with a problem when we're watching TV in the evening and our movie stops playing because the internet cuts off, but we can't work properly during the day, so we're talking about our income! 

Does anyone has any idea how to proceed from this point? I'm called the full day yesterday without a respons, I'm on the phone from this morning 8 AM - still no reply...

If anyone from Virgin is reading is, can you please contact me immediately! 

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Alessandro Volta
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Re: Month of problems: Network cuts off - 3 engineers past by - No solution - No help

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Month of problems: Network cuts off - 3 engineers past by - No solution - No help

Thanks for the post Mattesp.

 

How are things today? The process would be to book a follow up appointment for you to continue investigating the issue at hand.

 

Thanks, Emily.

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