Menu
Reply
Quinny1
  • 13
  • 0
  • 1
Tuning in
338 Views
Message 1 of 4
Flag for a moderator

Booking an engineer

Getting exasperated now.

Need to book an engineer to come and sort this crap out

Got full house package, and getting 6mbps download and 6 mbps upload. Should be getting 350mbps. Done multiple speed tests

Wife is working at home as an NHS employee, and speeds are dire. She cannot afford to work like this. Tried resetting multiple times, to no avail. Nowhere on the website can you book someone to look at this, and the phone waiting times are obscene.

0 Kudos
Reply
SCA1972
  • 5.89K
  • 662
  • 2K
Very Insightful Person
Very Insightful Person
301 Views
Message 2 of 4
Flag for a moderator

Re: Booking an engineer

If you can't get through on the phone then VM are recommending you send a text to 07533 051809 describing the issue and you should get a response, but it may take a day or two at present. This is a text only service, it does not support voice calls.  
https://community.virginmedia.com/t5/Digital-life/When-and-how-to-use-our-messaging-service/ba-p/425...

 

Were the multiple speed test done on wired or wireless devices?

If you post some hub stats the community might be able to offer suggestions and/or confirm if it looks like you have a line fault.

To get hub stats go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI or a Hub 4, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 559
Forum Team
Forum Team
281 Views
Message 3 of 4
Flag for a moderator
Helpful Answer

Re: Booking an engineer

Hi Quinny1, 

Really sorry for the slow speeds, I can appreciate any frustration this is causing your wife trying to work from home. 

I've had a look into things from here and can see we've booked an engineer for you since you posted. 

 

Please let us know how the visit goes and if you need any help after. 

Thanks. 

 

Emma_C - Forum Team
0 Kudos
Reply
Quinny1
  • 13
  • 0
  • 1
Tuning in
158 Views
Message 4 of 4
Flag for a moderator

Re: Booking an engineer

Hi guys.

Forgot to update.

I am currently sat at home waiting for an engineer to arrive after getting on the phone last weekend at 8am. He is due between 8am and 12 noon. During the phone call, the person I spoke to admitted they had a problem in my immediate vicinity, and would get onto it. Currently only getting around 32mbps download on average.

0 Kudos
Reply