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Wifi dropping out and can't make a complaint

I can see some similar issues but our WiFi frequently drops out of an evening. I'm on the top package and have been trying for weeks to register the problem, then register a complaint with no luck via any of the contact options. I have been trying to order a booster for months as well as the speeds in the ground floor rooms (hub is upstairs) are no higher than 25-50mb.

Anyone got any hints on getting someone at virgin to reply to my complaints?

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Re: Wifi dropping out and can't make a complaint


@markruston wrote:

I can see some similar issues but our WiFi frequently drops out of an evening. I'm on the top package and have been trying for weeks to register the problem, then register a complaint with no luck via any of the contact options. I have been trying to order a booster for months as well as the speeds in the ground floor rooms (hub is upstairs) are no higher than 25-50mb.

Anyone got any hints on getting someone at virgin to reply to my complaints?


If you get full speed on a wired connection I'm unsure where a complaint comes in?

Try texting VM on 07533051809.

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Message 3 of 12
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Re: Wifi dropping out and can't make a complaint

first thing you need to find out if its the connection. to so this test the speeds wired

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Message 4 of 12
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Re: Wifi dropping out and can't make a complaint

Because it's not all about wired speed is it. Surely the WiFi service is something  that should be reliable for the devices in the house, the second TV box etc 

I had used that text number and got no reply. I have had another standard reply to the online complaint registered.

Thank you 

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Message 5 of 12
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Re: Wifi dropping out and can't make a complaint


@markruston wrote:

Because it's not all about wired speed is it. Surely the WiFi service is something  that should be reliable for the devices in the house, the second TV box etc 

I had used that text number and got no reply. I have had another standard reply to the online complaint registered.

Thank you 


VM do not and never have guaranteed Wi-Fi speed or coverage.

The problem with Wi-Fi is that it can be brilliant at breakfast time and useless by lunchtime and you haven't changed anything, BUT, something, somewhere has changed, then you can spend hours and even days trying to find a fix for something that can be totally out of your control.

+++++++++++++++++++++++++++++++++++++++++++++++++++

If you remove all the internal walls, water, electronic and electrical devices, metallic pipes and conduits and wrap the whole building in a thick lead shield you will have a good chance of getting decent Wi-Fi from an ISP Hub.

Just a few things that can affect Wi-Fi in the average home …

Mirrors, furniture, fish tanks, people, radiators, walls (some more than others), cordless phones, baby monitors, microwave ovens, fridges & freezers, TVs, next doors Wi-Fi and Wi-Fi equipment, DAB transmitters, the list is endless.

+++++++++++++++++++++++++++++++++++++++++++++++++++

Many people have accepted that the VM Wi-Fi is poor and have purchased third party equipment that is much, much more powerful than the VM supplied kit and once set up have wondered why they waited for so long.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 12
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Re: Wifi dropping out and can't make a complaint

Wired speed is good, when the hub hasn't dropped out, at 472mb. WiFi right next to the hub is only 50mb. Bizarrely getting faster speeds when on guest WiFi not our own at the house. 

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Message 7 of 12
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Re: Wifi dropping out and can't make a complaint

If wired speeds are fine you need to optimise your Wi-Fi setup 


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Message 8 of 12
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Re: Wifi dropping out and can't make a complaint

then there is nothing vm can do if you are getting the speeds wired.

few things you an do.
Make sure your device you are using is 802.11ac.
You can always make wifi better by getting a better router

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Message 9 of 12
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Re: Wifi dropping out and can't make a complaint


@markruston wrote:

Wired speed is good, when the hub hasn't dropped out, at 472mb. WiFi right next to the hub is only 50mb. Bizarrely getting faster speeds when on guest WiFi not our own at the house. 


You can check what band your devices are connecting to by accessing your HUB and selecting the 'Connected devices' section on the left hand side.

You'll see two columns of interest, 'Speed (Mbps)' and the band that the device is connected to.

If the device is connecting to the 2.4Ghz band then the speeds you are seeing are expected.

You can split your SSID (Network Name) into two, as a lot of people do, to forced your devices to connect on a specific band:

 

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Message 10 of 12
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Re: Wifi dropping out and can't make a complaint

Thank you to the last two posters. Seems to have done the trick for the time being. Very much appreciated 🙏 

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