Menu
Reply
  • 13
  • 0
  • 0
jamste1
Joining in
196 Views
Message 1 of 13
Flag for a moderator

Frustrating Connection

Hi

I am starting to get really frustrated with my connection.  On average it drops connection about every 2 hours everyday.

100% constant drop outs from 3pm till around 11pm (happens every hour or more)

I am constantly getting fobbed off by virgin support, and just called again (I ring a lot) and they wont talk to me and only the account holder, yet I have permission to talk...or has all the other 20+ times been a breach virgins end?  I asked to speak to a manager, which there isn't one available he said (hmmm EXPLAINS A LOT!)

So what do I do now?

At what point is the service not up to scratch and I can start making claims? reduction in price?

Also, if I change to the business service, will it be the same?

 

0 Kudos
Reply
  • 1.15K
  • 61
  • 105
dnpark38
Knows their stuff
191 Views
Message 2 of 13
Flag for a moderator

Re: Frustrating Connection

Sounds to me easiest way is for the account holder to speak to them.

VM 50 Mps Broadband and anytime phone.
0 Kudos
Reply
  • 13
  • 0
  • 0
jamste1
Joining in
185 Views
Message 3 of 13
Flag for a moderator

Re: Frustrating Connection

I have spoke with them numerous times about the connection, as my wife has no idea and said I was allowed to speak.

This is the first time they wont speak to me, my wife is currently out at the moment so will wait till she gets home.

 

Also regardless who talks, the problem is not getting fixed - its constantly like this....

0 Kudos
Reply
  • 1.15K
  • 61
  • 105
dnpark38
Knows their stuff
181 Views
Message 4 of 13
Flag for a moderator

Re: Frustrating Connection

An idea would to be when she phones is for her to get them to put on their records you are to speak for her in the future.

My wife is deaf but has hearing aids but she is not good on the phone so she gives authority with organisations for me to phone on here behalf.

VM 50 Mps Broadband and anytime phone.
0 Kudos
Reply
  • 13
  • 0
  • 0
jamste1
Joining in
179 Views
Message 5 of 13
Flag for a moderator

Re: Frustrating Connection

this is my RAGE at the moment, she has!

 

yet this last person said I need the account holder (hence why I have phoned about 20 times before and its been fine) - also there is no manager to talk to and he just put the phone down.

and to make matters worse they still have my wifes maiden name down as the account holder - yet been promised to change numerous times (our 10th year married this year!)

0 Kudos
Reply
  • 1.16K
  • 57
  • 186
chenks
Knows their stuff
173 Views
Message 6 of 13
Flag for a moderator

Re: Frustrating Connection

think you need to calm the rage.
walk away and calm down.
0 Kudos
Reply
  • 13
  • 0
  • 0
jamste1
Joining in
171 Views
Message 7 of 13
Flag for a moderator

Re: Frustrating Connection

I am trying lol

I just want a stable connection.  I work from home some days and I remote desktop and lose connection, which doesn't look good when it takes about 10mins to reconnect.

  Hence me asking if the business connection will do the same?

The area I am in, is massively over subscribed I believe.

I just don't know what to do, where I stand with a connection not staying connected for more than a couple of hours.

0 Kudos
Reply
  • 5.3K
  • 589
  • 832
jbrennand
Superstar
144 Views
Message 8 of 13
Flag for a moderator

Re: Frustrating Connection

Try calling “Retentions” on 150 or 0345 454 1111 (or 0800 9528046)  - options 1-1-4-5 "Thinking of leaving" then “technical issues” – (They are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [08.01 is best!]) you have a better chance of getting a UK call centre (it could still be a 30’+ wait though) who will be more understanding and helpful.  Tell them you are thinking of leaving for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers) or give you best info on the problem and can point you to potential "business" options.


--------------------
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.
0 Kudos
Reply
  • 12.77K
  • 573
  • 2.02K
Forum Team
Forum Team
112 Views
Message 9 of 13
Flag for a moderator

Re: Frustrating Connection

Hi jamste1

Welcome to the forums and thanks for getting in touch Smiley Very Happy

I am sorry to hear you had issues with your services Smiley Sad

If you still have problems with your service please pop back and let me know.

I've been unable to locate your details so I've dropped you a PM

You can find this on the top right.

Thanks again

Karen


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
  • 13
  • 0
  • 0
jamste1
Joining in
97 Views
Message 10 of 13
Flag for a moderator

Re: Frustrating Connection

thanks

 

still having problems

does this tell anymore info?

Version:1.0 StartHTML:000000182 EndHTML:000392093 StartFragment:000379103 EndFragment:000391989 StartSelection:000379103 EndSelection:000391963 SourceURL:http://192.168.0.1/ Hub 3.0

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1443000000-238256 qam5
2659000000-3.737256 qam28
3651000000-4.537256 qam27
4643000000-4.237256 qam26
5635000000-4.537256 qam25
6595000000-3.238256 qam24
7587000000-2.538256 qam23
8579000000-2.738256 qam22
9571000000-3.538256 qam21
10563000000-2.238256 qam20
11555000000-1.738256 qam19
12547000000-2.238256 qam18
13539000000-2.938256 qam17
14531000000-338256 qam16
15523000000-2.438256 qam15
16515000000-1.940256 qam14
17507000000-238256 qam13
18499000000-238256 qam12
19491000000-2.538256 qam11
20483000000-2.438256 qam10
21475000000-238256 qam9
22467000000-2.538256 qam8
23459000000-238256 qam7
24451000000-2.238256 qam6


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9192290121505
2Locked37.617587919827
3Locked37.620950338091
4Locked38.619772627375
5Locked38.218458921158
6Locked38.620726434974
7Locked38.922072057621
8Locked38.922004957485
9Locked38.621924656725
10Locked38.621840150858
11Locked38.921954651960
12Locked38.621461382788
13Locked38.621141585820
14Locked38.920996586197
15Locked38.921083784273
16Locked40.321292382595
17Locked38.920935390566
18Locked38.920687394863
19Locked38.9202638104497
20Locked38.9193425120362
21Locked38.9202220103831
22Locked38.6188551126797
23Locked38.9196384113613
24Locked38.9197554112447

 

12580000048.8512064 qam16
23260000048.8512064 qam15
33940000049512064 qam14
44620000048.5512064 qam13



Upstream bonded channels

1ATDMA0010
2ATDMA00650
3ATDMA00530
4ATDMA0035

0

 

 

 

0 Kudos
Reply