PATHETIC customer service

[AdrianN]

We've had Virgin broadband for just over 2 weeks on the M250 Fibre Broadband package.  Our wifi drops and resets between 10 - 20 times per day.  We have phoned the call centre and they have told us that we will need to pay for a technician to come out and check for "interference".

Absolutely disgusted that this is how they treat new customers - either a hardware issues or problems with the initial set up, but we need to foot the bill !!??

[Client62]

You don't pay a £25 fee for an engineer visit if there is a fault with the VM cables or the Hub.

[jpeg1]

The call centre tell you rubbish to get rid of you. 

First thing to do is check if the problem is with the broadband feed, or the internal WiFi, because the solution will be different. 

What speed do you get with a device connected to the Hub with an ethernet cable?

[Kath_F]

Hi AdrianN, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that you are having continued issues with your WiFi network. 😔 Checking our systems, I can see all is looking well with the Hub in terms of power and signal levels, uptime and time outs. There are no faults open in your area that may be affecting you either. 

There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here 👉 WiFi Help. 

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

• ⏹ Out in the open
• ⏹ Next to the TV not behind it
• ⏹ Away from large bodies of water (e.g. fish tanks)
• ⏹ Away from baby monitors and cordless phones

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here.

Please keep us posted on how you get on. 🙂

[jbrennand]

See this re. wifi only issues

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Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point, (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[vmrunreliable]

Unfortunately you're knackered. If your broadband has issues at install, it'll never get fixed.