Websites don't load, emails don't send. Impossible to speak to humans on phone.
06-09-202211:52 - edited 06-09-202211:59
I've had intermittent issues for several years. Technician this year said it was my fault for turning the hub off regularly. He said he'd fixed it. I haven't turned it off since then except when it stopped connecting last Sunday. After 18 hours it reconnected. The last couple of days, the internet has been getting slower. Today almost nothing will load. BBC supposedly has an invalid certificate. Emails don't send. Connection says I have internet, but nothing loads. I tried restarting laptop several times. Nothing. Tried phoning - phone first says there's a 'complicated' issue that may take a while, gives an option to test the connection, and then either says it's fine or that it cannot test it. No way to talk to a human being. Twitter rep said to post here. I've been with VM for many years and the customer service has got worse and worse and is now apparently nonexistent. How do I get functioning equipment and actual customer support from this company?
Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.
Lets see the connection data - can you do this ________________________________________
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts
If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.