on 10-05-2019 00:16
I am having nonstop issues with the Super hub 3 router that keeps resetting rebooting itself since the past few weeks. All wired and wifi connections drop until the reboot is complete and then everything starts working again. This happens at least 7-8 times a day sometimes more. Various complaints made via telephone to Virgin Media who don't appear to care. All phones for technical faults are handled by call takers in India who read from a script and it appears that they don't have a clue about the issues. I have resorted to taking the matter through ADR scheme through the regulators to seek Virgin media bosses attention on this issue as they appear to not really be bothered. Virgin Media will not send a tech out or replace the router and frankly are an appalling company to deal with. Any one have a fix for this?
Answered! Go to Answer
on 31-05-2022 09:40
In fairness, the thread was marked as 'Answered' very early on (see page one) but not with what I would call a solution!
on 31-05-2022 09:43
Good point, well made Felim 🙂
If I don't hear anything today I shall start a new thread so it's not a seemingly answered topic.
Thanks, Matrick
on 02-06-2022 16:02
Hi Matrick,
Thanks for coming back to us. I am sorry to hear it's not fixed. Upon doing a system check we do need a technician, primarily to check the cab I think. I shall send you a PM now.
Best,
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on 02-06-2022 22:17
Thank you for following up John
Regards
Matrick
on 03-06-2022 13:14
Hi @Matrick
Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This will be viewable in your online account - virg.in/myVM - within 1 hour - you can also track, change and cancel this via the online account 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
Best,
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on 03-06-2022 14:12
Thanks John, I most appreciate you escalating this and a quick visit being booked.
Best regards
Matrick
on 07-06-2022 17:50
Update:
Fingers crossed that this is the fix and a random firmware upgrade doesn't screw things up again.
Happy for now, thanks John for escalating this, most appreciated 🙂
on 07-06-2022 20:35
The SuperHub 4 has done it’s first dropout and self reboot, will carry on monitoring 😞
on 09-06-2022 20:44
Hi Matrick,
Thanks for coming back to us in the Community and updating the thread with how the visit went.
From what you've said it certainly sounds like positive news.
Please keep monitoring and if you have any further issues, pop back and let us know so we can look in to things further for you.
Thanks,
on 09-06-2022 22:25
Hi Matrick,
Any more dropouts / reboots since Tuesday?
Did it / they happen at a similar time as with the SuperHub 3?