Does anyone listen these days? Sadly, in my recent experience, no. I am paying for Virgin 1GiG. Up to recently the broadband has been superb, with average speeds of 1140Mbps, and at one time 1900Mbps! But recently that has fallen to a mere 90Mbps. Less than a tenth of what I have been getting before over ethernet. I rebooted the Superhub4, reset and rebooted, over and over again. Still just 90 over ethernet. I sought help.
I contacted Virgin help, via email, and explained the above, (only getting 90 over ethernet, used to get over 1000, I had done the reboot, then rest and reboot). I tell them I think my router needs replacing, as this has happened once before, since going on the 1GiG service. I got a standard boilerplate answer thanking me for contacting them, reminding me what a wonderful service Virgin Media provides and suggesting I should switch off and on and again.
I remind them that I have done this.
Get another boilerplate reply suggesting I should do a reset.
I remind them that I have done this.
Get another boilerplate on how I can speed up my wifi
I remind them I am talking about ethernet.
Get another boilerplate suggested that wifi booster might help.
I remind them I am talking about ethernet.
Get another boilerplate reply suggesting I should do a reset.
I'm getting annoyed and frustrated and suggest that they have not read my initial complaint and please this to a supervisor to arrange an engineer to come and replace my router.
Get a reply saying they can't help any further and that I need to telephone for some help
Contact Virgin Help by phone. I explain things making an emphasis on ETHERNET. (only get 90 over ethernet, used to get over 1000, I had done the reboot, then rest and reboot). I tell them I think my router needs replacing, as this has happened once before, since going on the 1GiG service.
Yes, you have guessed it. I am advised to reboot my router. Done that! I say.
I am advised to reset my router, Done that! I say.
I am advised on tips to improve wifi. I remind them I am talking about Ethernet.
I am advised to use wifi boosters!
I remind them that only getting 90 over ethernet and that I used to get over 1000, I had done the reboot, then rest and reboot.
Diagnostics are done over the fibre, all things are good, they say. But they aren't, I'm only getting 90 over ethernet and I used to get over 100 and that is what I am paying for. I ask to speak to a supervisor and suggest my router needs replacing, as this has happened once before, since going on the 1GiG service. Sadly, I am advised that my account will be monitored, looking for anomalies in speed over the next 24 hrs and then someone will get back to me.
No one gets back to me.
I ring to cancel my account with Virgin. They are in clear breach of contract. I am transferred to the 'why are you leaving team' and I relate all above.
They run a diagnostic and detect I have a Superhub4 and should have a Superhub5 for my 1Gig service. I relate that the install guy didn't have any 5's on the day and upgraded my 3 to 4. And that after a few months, the 4 had started to smell a bit fishy and had to be replaced, which is why I have been asking for an engineer to come out and replace my router, I explain, almost completely exasperated.
We can't just send out an engineer, we have to follow protocol. As you are not beside your computer equipment, I will have to do a follow-up. Run diagnostics again while I am present. I ask, why is this necessary when my superhub4 has been replaced before as a result of being pushed too hard by the 1 Gig service (according to the engineer)? And, I add, you have admitted that I should have a superhiub5 for my 1Gig service.
Protocol and processes, I am told. So, I await a call tomorrow, Sunday 20 August 2023.
