Terrible customer service

[NickR50]

So cannot log into the router. Type in IP and it goes around and around, occasionally it will move on to the next level and ask for my password. After I enter that it goes around and around - sometimes saying the system is unresponsive and sometimes just kicking me out.

After waiting on WhatsApp for over 90 minutes eventually got someone who simply said that my broadband was working fine and couldn't comprehend that the system is not working properly if it wouldn't let me access my router.

Also, the last Virgin Media engineer who came out to the house told me that the VM Connect app doesn't work and told me to bin it, as they've reported internally that the VM Connet app is virtually useless and doesn't work for most people.

Support from Vigin is so bad, I really truly wish I had never moved to Virgin.

[NickR50]

So been on since 12:28, its now 14:41 and finally the Virgin Media person has said, I need to arrange a call back for you from a different department.

[unisoft]

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@NickR50 wrote:

So been on since 12:28, its now 14:41 and finally the Virgin Media person has said, I need to arrange a call back for you from a different department.

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Assuming you have already power cycled the HUB to refresh everything and retried access, have you tried hard resetting your HUB back to clean installation? Pin hole reset button, hold in for 60 seconds.

It will default back to the original passwords, WiFi access point names and Wifi passphrases. These are normally on a label on the router and/or a plastic card that sits in router housing.

[Client62]

Is this a Hub 4 where at http://192.168.0.1/  the Hub password is entered and then a blank screen is displayed ?

If Yes, uninstall the Connect app from all devices in your home, then press RESET for 60 seconds and leave the Hub powered on to revert to the factory settings.   Note: Powering the Hub off, aborts the reset process.

[jpeg1]

And Virginmedia STILL won't officially acknowledge that their Connect app is broken.

Their staff STILL have it on their scripts to advise customers to use the Connect app.

Customers unaware of the Connect app problem are STILL wasting hours of their time trying to get support from VM.

And VM STILL don't care about their customers. As long as the money comes in every month they are happy. 

[Matthew_ML]

Hey NickR50, thank you for reaching out and I am so sorry to hear this.

Did you manage to speak to the team at all, or are you still needing some help?