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jbrennand
Alessandro Volta
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Message 11 of 16
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Re: Connection keeps dropping or hub resets

Someone more qualified will comment soon - but you need that engineer back or some VM remedial work. Are you still actually connected ?
One upstream channel struggling on max power, lots of T3's in the log for today and loads of post RS errors that are accumulating over time on all downstream channels - usually means noise on the line somewhere I believe.
Call it in again if you dont get a sensible reply soon from VM staff on here.

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Marantz
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Message 12 of 16
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Re: Connection keeps dropping or hub resets

we are connected but it drops alot

 

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Forum Team (Retired) Gina_M
Forum Team (Retired)
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Message 13 of 16
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Re: Connection keeps dropping or hub resets

Hi, Marantz.

 

Thanks for the post. Sorry to hear that you're having issues with your hub.

 

We would love to help you to get this sorted. We need to arrange an engineers appointment, and we can do this via online chat.

 

Let us know if there's anything else that we can help you with.

 

Thanks,

 

Gina_M

 

 

 

 

 

 

 

 

 

 

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Marantz
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Message 14 of 16
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Re: Connection keeps dropping or hub resets

sorry but still getting the same thing from chat all the time

 

Sorry, but either our team are currently busy helping other customers, or it’s outside our opening hours. Please try again between 8am-9pm Monday to Friday, 8am – 3pm at weekends. Thank you.

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vircom
Super solver
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Message 15 of 16
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Re: Connection keeps dropping or hub resets

If Virgin want people to use On Line Chat and or Phone Support, they need to do 2 things.

1. Make sure there are enough agents available to answer people within a short time. It is not acceptable to have to spend long periods on hold or having to continually have to keep trying to reach On Line Support (especially if this takes days). If you need more than one session this can become a living hell.

2. Make sure adequate fully trained 2nd line support is always available when the 1st line script based "support" fails to solve the problem.

This forum used to be the place to come when the other options failed. The experienced customers still offer a lot of helpful advice but, in many cases, the forum team now appear to be just refering people to the under resourced phone and online options. Personally I would rather Virgin spent a bit more on support rather than pushing faster and faster speeds.
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jbrennand
Alessandro Volta
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Message 16 of 16
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Re: Connection keeps dropping or hub resets

Ignore the mods advice - chat hardly ever works - if they wont help directly - you will have to be brave and call it in cite the discussion/data on here - they will sort you an engineers - eventually

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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