New Router????

[Magnesium2024]

Hi,

I have called customer service a few times to get a new router as my current one doesnt allow some devices to connect, when i call i go through the technical checks, get told i need a router and to wait 3-5 days and nothing appears, when i call back i am told "ohh the previous person didnt order it right" and i go through the whole process again.

Can someone from here provide help???

[jbrennand]

Does it display the same issues on ethernet cable connected devices - or is it just wifi? If so... what devices specifically are struggling - and what Hub model is it?

If your Hub isnt working properly then the first thing to do is to call it in a fault and see what they say when they check your connection.

Or is that what you have been doing ?

If so, You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Magnesium2024]

Hi,

Could someone from Virgin Media customer care / complaints team please get in touch with me ASAP, i have been calling your customer service teams now for 4 weeks trying to get a new router and everytime im told ill get a new one sent out i call to see where it is and the work order "hasnt been raised" at last count ive made around 30 calls to try and get this resolved (albeit like 5-8 were dropped calls when the phone line went dead).

Thanks

[Cardiffman282]

Awful service. Do consider raising a formal complaint (the link is below). Also keep similar posts to one thread. 

[Tudor]

Why do you need a new hub? They are not normally sent out if you have a fault, it usually involves a technician’s visit.

[Ashleigh_C]

Hi there @Magnesium2024 

Thank you so much for your post and welcome back to the forums. 

As we are still currently in a PM discussing another issue I'll be happy to look into this with you as well there.

I'll pop you a message again just so you are aware I'm happy to look into this with you 😊