Virgin Media Community

[Chaddyowl6199]

New virgin member after switching from EE.

At minute it's a disastrous decision. 

Supposedly 200 mbs rather than 67 from EE.

Very poor virgin wifi and even **bleep** poor ethernet system.

How do I get out of this nightmare?

[Andruser]

If you're in your 14 day cooling off period, you phone up and cancel without penalty.

If you're outside that, or would rather persevere, then give us more details of the problem, and we'll see what can be done.  If it's a lag/ping/latency issue, there's a good chance it'll be lockdown related, and will continue for several months.

[Chaddyowl6199]

More than 14 days into contract.

Wifi is poor at best unless stood next to router.

Ethernet cable access none existent at minute.

Customer relations useless

[Andruser]

OK, let's stick to the etherent stuff as a start.  When you say "non-existent", you mean the ethernet connected devices have no internet access at all?

[Chaddyowl6199]

No Internet at all.

When it does work the WiFi is useless.

[Andruser]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that as text, not screenshots, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

[Chaddyowl6199]

This site can’t be reached

192.168.0.1 took too long to respond.

Try:

• Checking the connection

ERR_CONNECTION_TIMED_OUT.

[Andruser]

Have you tried a reset.  ?

[Chaddyowl6199]

Yes,

Also rang virgin and they said they'd ring me back.

😅

They haven't..

[Andruser]

And they won't.  You stand a better chance of winning the lottery than getting a VM callback.

However, I've marked this for the forum staff to advise - they can interrogate the hub remotely (if it's online) and book a technician if required.  Response might take 24 hours or so, depending on workloads.  You're not using it in modem mode are you?