Virgin Media Community

[gary_dexter · Accepted solution]

---

@Suprich wrote:

Thanks

So what should I try? Turn off smart wifi and manually set channels? Seems to defeat the benefit of the system...

---

Yes. Disable the WiFi “optimisation” and pick a clear or less congested channel.

Smart WiFi isn’t needed as devices will do their own band steering.

[Suprich]

OK cheers. Will report back if that helps...

[Suprich]

Evening all,

Just by way of an update. Wifi improved for 12-24 hours and then has deteriorated back to how it was, dropping out every 15-20 minutes.

I ran a diagnosis on the router earlier today and it was a blue shading rather than VM red and white. I also ran a network status check and it said hub online but not working fully. I ran same check 3 times, same message.

I've called the engineer who came earlier in the week and he's going to get a new router arranged. 

Dropped packets continue...

My BQM  

😭

[Suprich]

Morning,

Just by way of an update.

Spent 3 hours on the phone to VM this morning. Got disconnected after 2h and had to phone back.

Initially told because I'd had the upgrade to 600Mb, the Hub 3 was no longer compatible. Had to pass me to customer services. Customer services said they'd be happy to send me a Hub 4 for £35. I told them that I have a fault with my router they need to replace, not charge me for an upgrade. Passed back to technical and disconnected after 2 hours.

Phoned back, on hold for 1 hour, spoke to a guy in the UK. Apparently I have a 2nd engineer visit booked for the 23rd. Thanks VM for nobody telling me this!

Apparently there is a known issue with the upgrades to 600Mb affecting equipment and an engineer has to visit rather than just sending me out a replacement router.

😡

[gary_dexter]

---

@Suprich wrote:

Morning,

Just by way of an update.

Spent 3 hours on the phone to VM this morning. Got disconnected after 2h and had to phone back.

Initially told because I'd had the upgrade to 600Mb, the Hub 3 was no longer compatible. Had to pass me to customer services. Customer services said they'd be happy to send me a Hub 4 for £35. I told them that I have a fault with my router they need to replace, not charge me for an upgrade. Passed back to technical and disconnected after 2 hours.

Phoned back, on hold for 1 hour, spoke to a guy in the UK. Apparently I have a 2nd engineer visit booked for the 23rd. Thanks VM for nobody telling me this!

Apparently there is a known issue with the upgrades to 600Mb affecting equipment and an engineer has to visit rather than just sending me out a replacement router.

😡

---

That sounds like a fob off..

[Suprich]

I completely agree.

2 complaints sent on this saga already. 1 had been closed without my agreement...

VM really excelling themselves with this...

[John_GS]

Hi Suprich

Thanks for posting. My apologies for the delayed reply and the service issues. 

I can see we do have a technician visit booked in, please do let me know how the visit goes.

From checking the complaints, one has not been closed per se, it should be closed as duplicate as there's no need to have two complaints about the same issue. The team will be in touch with you soon regarding that.

Kind regards,

[Suprich]

Thanks John_GS, I will report back on Monday after the visit. No doubt a replacement hub won't be brought, but I'll reserve judgement until after the visit. For some reason I appear to be having TV services installed...

My 2 complaints were about 2 separate issues. First was regarding the failure to identify a fault with my equipment when I was identifying the issue to your team and the second was regarding what I consider to be an appaling customer service process. Dropped calls, engineer arriving without promised replacement equipment, trying to be charged to replace faulty equipment... 

At least Amazon can send me a router within 24 hours.

Let's hope the engineer visit on Monday brings some pain relief.

Have a good weekend 

[Suprich]

Just by way of an update, engineer visit first thing this morning and thankfully he had a replacement Hub 3 router with him! 2nd engineer in the space of 3 weeks to tell me that there is a massive router shorter at the minute at VM, which explains why they can't just send out from customer services. They need to send engineers out to check that everything else has been ruled out as the problem.

The wifi drop outs appear to have stopped from the limited 5 hours use today, but the wifi speeds through the new router max out at approx 60Mbps whereas previous router was approx max 400Mbps. Maybe this will stabilise over time, but I won't hold my breath.

One thing I have learnt over the last 3 weeks. Put your Hub 3 into modem mode and plug a decent router into it. Yes, you shouldn't have to, but it made the world of difference in my house.

Asus RT AC86U in my case - currently on promo at Amazon. I can get above 600Mbps wifi on my phone connected to the Asus 5G signal and over 100Mbps 15 metres away at the bottom of the garden.

Either way, VM please consider this closed. 

Thanks