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Trayannwhal
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Online upgrade

Hi everyone,  I have been having internet issues for about 6 weeks.  Constantly trying to get through to Virgin on the phone.  Eventually got through and they can't find a problem but I am still losing signal.  I logged in to Myvirginmedia on Friday and there was an option to upgrade exclusively for existing members to the Big Bundle with a larger wifi mb for an extra £3 ish a month.  I followed the link, filled it in and got an order number and delivery date for yesterday.  Nothing arrived.  Checked my orders on here and it said no open orders.  Spent another 2 hours trying to get through on the phone and eventually did for them to say I cant upgrade online unless I am a new customer and they have no acknowledgement of any order.  They said I could have the big bundle for £80 a month when the one I ordered was £45 with a loyalty discount.  I am so frustrated, if what they say is true that I cannot upgrade online then it is false advertising as the Legal stuff at the bottom clearly said existing customers.  Have any of you tried to order through your offers and upgrades with success?  I need this internet sorting as I am working from home via zoom and keep getting kicked out.  

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MikeRobbo
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Alessandro Volta
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Re: Online upgrade

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - 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 'Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Online upgrade

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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