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poor wifi and lack of customer service

New customer here: 

Called in August to get student M350 deal (w/ free activation) and also a referral code which should have taken £50 off bills. Was set to be installed on the Thursday as confirmed verbally multiple times. 


Gets to Thursday nobody turns up - I look at confirmation and says Saturday and no note made of referral discount. I waited in all day and had to buy datd to hotspot off of my phone so I could WFH. I called Virgin and multiple customer service operators say they will transfer me but hang up. After this happens repeatedly over the course of three hours I look on twitter and looks like many others have this experience. I make a formal complaint and almost three weeks on am still waiting for contact.

Wifi arrives on Saturday - wait in all day again - and does not cover much of the (not massive) house and regularly cuts out. Call customer service to follow up on compliant (missed appt, delayed installation, no joining offer on bill) and am told someone will contact me within a week. Nobody does. 

I wait over a week and call last Wednesday. Customer service useless and once again offer no solutions. Say someone will contact me within 24-48 hours. Nobody does. 

I call today. Once again no solution offered. Nobody seems to have power to assist. I am told I am being transferred to senior customer services but it is retentions who say there is a complaint open so that they can't help and it should take 28 days to reply.

Wasted so much of my time. Still no solution. Conflicting info constantly. Does Virgin have any functional customer service? 

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Re: poor wifi and lack of customer service

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …


Can you set up a Broadband Quality Monitor (BQM) at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.



Can you please

Type ( in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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

My Broadband Ping - 26_Aug_2020
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