New Connection - Utterly Shambolic Service and Constant Issues.

[Cornelius_Smiff]

Had a new connection installed on August 22nd, despite swearing I would never ever use Virgin again due to their awful customer service and technical support.

But, I took the plunge after getting a good deal and being interested in the newer HUB5 and I have to say I am extremely disappointed. 2 days into service and we are having to reset the router at least 10 times a day, which by now I am sure is having no effect. A factory reset seemed to make things seem a little more stable for about 6 hours and now again intermittent drops.

It is not a WiFi issues, Ethernet devices also showing drop outs at the same time.

SSID is now back to default, so it cannot be due to them being renamed.

I hope someone can help me, because if this is not fixed within the next week they can pick up the equipment on the doorstep and we will be cancelling within the 14 day cooling off period. As much as it pains me to say, I would rather take the crappy Sky connection that is 70down and stable over the 1gig line that barely works at all. I also use this for work and I cannot afford to have something so spotty.

Annoyed isn't the word, I guess I was naive in thinking Virgin had changed. I guess not, but I want to believe they will resolve this.

[alexcarey]

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@Cornelius_Smiffschedule wrote:

Had a new connection installed on August 22nd, despite swearing I would never ever use Virgin again due to their awful customer service and technical support.

But, I took the plunge after getting a good deal and being interested in the newer HUB5 and I have to say I am extremely disappointed. 2 days into service and we are having to reset the router at least 10 times a day, which by now I am sure is having no effect. A factory reset seemed to make things seem a little more stable for about 6 hours and now again intermittent drops.

It is not a WiFi issues, Ethernet devices also showing drop outs at the same time.

SSID is now back to default, so it cannot be due to them being renamed.

I hope someone can help me, because if this is not fixed within the next week they can pick up the equipment on the doorstep and we will be cancelling within the 14 day cooling off period. As much as it pains me to say, I would rather take the crappy Sky connection that is 70down and stable over the 1gig line that barely works at all. I also use this for work and I cannot afford to have something so spotty.

Annoyed isn't the word, I guess I was naive in thinking Virgin had changed. I guess not, but I want to believe they will resolve this.

I’m really sorry to hear about your issues with the Virgin HUB5. It’s frustrating to experience frequent connection drops, especially when relying on it for work. Given that both WiFi and Ethernet connections are affected, it seems like the problem might not be isolated to wireless interference but could be related to the router itself or the service connection.

[Cornelius_Smiff]

Yes, this was my assessment. An additional point of frustration is not knowing whether it's the router or the actual connection to the property. If it was the former, I could maybe just about fathom putting it modem modem and getting a separate router.

Have an engineer booked for Wednesday, hoping they can find something. I really want this connection work as intended.

[Cornelius_Smiff]

Seemed to be stable for a few days, so I cancelled the engineer. Now it's back to it's old tricks. Having to reset at least 6 times a day. This is simply unacceptable, I know how this will go. I will fall outside my 14 day cooling off period by the time someone gaslights me by proclaiming not issues can be found and I will be stuck with them for 18 months with no end of issues. I am cancelling, it is not worth the hassle. I swore I would never go with Virgin again, more fool me. Utterly dejected is not the word.

[Ashleigh_C]

Hi there @Cornelius_Smiff 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your new account and I can understand your frustrations here. Can I just confirm have you now booked a cancellation? I would be happy to look into this issue with you if not. 

I do need to pop you a quick private message to grab some details so we can check the Hub on our side. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.