Hub 4 Horrible

[Jackiredale01]

Can someone contact me I’ve had nothing but trouble since I’ve upgraded to the ultimate volt bundle. 

[89537kay3]

Hi there!

Sorry to hear about the issues you're experiancing.

What exactly is happening?

[Jackiredale01]

Since we’ve had new hub 4 I think. Only getting 500mb when I’ve signed up to 1 gig and not getting anywhere near. Doesn’t seem any different from previous. Wifi keeps going off. Internet/ social media taking ages to load. Never experienced any of this until we change the hub.. 

[John_GS]

Hi Jackiredale01

Thanks for posting and welcome back to the community.

I am sorry for the broadband issues. You do need a tech visit as your upstream channels are out of spec.

I will PM you now to assist further.

Kind regards,

[John_GS]

Hi Jackiredale01

Thanks for joining me on PM, sending me the details so we can book the tech in for the upstream issue. This visit will be viewable in your online account - virg.in/myVM - within an hour and you can amend/cancel it if needed.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes 🙂

Kind regards,

[Jackiredale01]

I’m still experiencing problems with wifi going off. Can I book a tech visit? 

[Steven_L]

Thanks for coming back to us Jackiredale01 and I'm sorry to hear of the issues that you're having with your connection, I have just looked into this and can see that there is an SNR issue in your area at the moment under reference F010430562 and the current estimated fix date and time is 12pm on Thursday 16th February. We are sorry and our engineers are working hard to resolve this for you.

Kind Regards,

Steven_L

[Jackiredale01]

I was told that I needed an engineer to visit. At the time I was busy with work. Is this possible to get an appointment booked? 

[Matthew_ML]

Thank you for reaching back out, with an SNR outage we wouldn't send a tech out.

What would happen is the Network team would dispatch a team of techs to find and fix the problem.

Normally this is an issue with the green box and not your direct connection. Thanks