Hi we had virgin media installed 28/07/20. the engineer (Andy 58460)who installed it said the subcontractor who installed the cable to the house from the box was the wrong cable, because we where 150m from the box in the street we needed a better cable for our package. We have tried to ask for this to be rectified via email, complaint online, and rang a guy who said our broadband was adequate and hung up on us. Are we in our rights now to cancel virgin media, as they have no given us the service we ordered? I have two boys and they are complaining that the wifi is dropping out all the time on their xbox, and I've had a movie buffer out when watching Netflix. Not happy. Cheers.
VM usually installs RG6 coaxial cables from the cabinet to premises, but on occasion the length of the cable results in excessive signal loss, so a substantially thicker (but more expensive and less flexible) RG11 cable is used instead. VM should send round another tech to troubleshoot your problem and to assess whether an RG11 cable should replace your current cable. In the meantime can you post some stats. Example (for a hub 3): go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status". Copy and paste the Downstream, Upstream and Network Logs. Mask any public IP address.
So grommielad1, are your ethernet cable connected devices having the same issues - or is it just wii connected ones? Note my lad is an avid internet gamer and would NEVER use a wifi connection - its ethernet via powerline adapters all the time for him.
-------------------- John --------------------
I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I've just run Rg11 cable from my house at great expense. (I had to trench and dig supply ducting for 150m down my private road to the main road) Virgin contracted with me to connect up there and run the other 150m to the cabinet but now they say the distance it too far (300m plus another 20 or so internal),
Most engineers won't even touch customer installed rg11 cable, but even if they did, for that distance you'd need a pit with an amplifier in it, which is too costly for a single installation so you'd be ruled out on budget.
Yes I now know that its not possible! Unfortunately virgin's mis-communication in departments didn't relay that to the install teams I assume?
I was lucky in that I had signed contract for virgin to deliver services, they even supplied the RG11 cable for me to install. All I need to do now it get them to reimburse me for the damages (the costs to me to install their cable) for failure to supply/fulfil the contract.
Unfortunately its very difficult to get a single point of contact at the customer services end so ill probably have to result in going direct to court action as per my solicitors advice.