I've just run another speed test. It is even lower than the last one
- download 36.12
- upload 7.13
This has been going on for four weeks now. I have tried the text option 07533 051809 5 times. I never get further than 'Hi, I'm Virgin Media's new bot, etc...'. I say what I want and, hours later, get 'Hi, I'm Virgin...etc' again on a loop.
I've done everything asked of me - run speed tests, rebooted, tried online help. End up getting signposted back to this forum. It is like Groundhog Day. I'm told to download the Virgin Connect app - it does not work with Hub 4! I cannot use the online diagnostic help - it does not work with Hub 4! Why issue equipment that is unsupported?
We used the Hub 3 for years with very few issues and those we were able to fix ourselves using online support, etc. It feels like the Hub 4 has been dumped on us and we are left guessing how to solve the problems that we've had from day 1.
This is affecting our TVs, our laptops, our mobiles and the Amazon Echo devices. First world problems I know but I pay a lot of money for this. I have been a customer for 20 years plus and have never encountered such poor service.
I want to speak to someone at a time that suits me.
I do not want to be checking my emails all day to see if I have a message. For one thing, the connection is so bad that it takes emails a while to come through and I usually get the notification an hour or so after they have been sent. The agent has probably gone home and I'm waiting another week for someone to pick up the loose ends.
Please contact me to arrange a mutually convenient appointment to attempt to resolve the problem.
Post your network logs and power levels for comment. It may be in circuit has issues, especially with the figures you are quoting.
As you have discovered you are one of the many on these Forums having issues with the Hub 4. It's painful reading this thread when so many VM staff are telling you to use the app, when it doesn't work with the Hub 4 !
Anyway, for your own sanity, I would suggest modem mode if you want to sort out wifi issues, and get your own wifi networking kit. ISP supplied kit is okay for most, but it can't always cope with all scenarios. I've always had my own kit and always used VM's hubs in modem mode.
Unfortunately I don't understand why I need more kit to make something work that is supposedly an upgrade on what I had before.
That's just the way it is. ISP kit is built to a price, they are not going to supply £200 routers, However can you please post your power levels and network logs as requested earlier. They should help the community advise further on your issues. As for the wifi issues with Alexa, and if you value your sanity, don't rely on VM wireless performance. A quick read of the threads on this community all suggest using your own wifi solutions which you then own and can use with other ISP's if you ever leave VM. In my own case, I have 2 AP's, one at each opposite end of my property, use modem mode and don't have any wifi issues with my Alexa's. Also anything that can be wired with ethernet cable is.