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Poor connection on super hub 4

I have a extremely poor connection since being given the super hub 4. I cannot get the speeds I am signed up for (350mbps) and I cannot connect 90% of the time when up stairs in the house. Any one have any idea how to get an engineer appointment as it seems there is no way to contact customer services any more. Apparently the biggest WiFi company in the UK has closed EVERY single customer service centre according to the automated message! I think ideally I need the router moved to a better location which means moving the access point. 

also I was wondering how i have been offered the 1GB internet when my house is still running co axial cable inside and not fibre. Am I being mis sold or will my cable etc be upgraded to manage the higher speeds? 

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Alessandro Volta
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Re: Poor connection on super hub 4

Virgin don’t sell WiFi. They sell fibre/cable broadband.

Your contractual speeds are those that are delivered to the hub and are achievable by a wired device capable of achieving such speeds, not over WiFi.

They won’t send an engineer out for slow WiFi or WiFi connectivity issues. 


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Re: Poor connection on super hub 4

If that was the case then why do they not supply/fit access points all over the house for wired connections? I’m paying for a service which includes a wireless connection. We are in the 21st century after all. Although it doesn’t feel like it with the poor quality internet and poor customer service or lack of! 

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Re: Poor connection on super hub 4


@Andylock1992 wrote:

If that was the case then why do they not supply/fit access points all over the house for wired connections? I’m paying for a service which includes a wireless connection. We are in the 21st century after all. Although it doesn’t feel like it with the poor quality internet and poor customer service or lack of! 


It’s not their duty to provide structured cabling in your property - that’s your job to source and install  

Again the service you pay for isn’t wireless - it’s not in your contract and not in your speed guarantee.

And the majority of “21st century” users will know to hardwire their equipment and not rely on WiFi. 


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