This morning my download speed suddenly dropped from 350 Mbps to 5 Mbps while I was watching a video. I tried first to restart the router (Hub 3) and to do basic troubleshoot (turning off the wi-fi and performing speed tests with only 1 device connected via Ethernet) before contacting the support.
Unfortunately when contacting the support through the Virgin Media Connect app, the only root cause they identified is "an issue with one of my device or my setup". There is apparently no ongoing incident in my area.
We did the same kind of troubleshoot I have been able to do by myself before contacting them. They also made me doing a pinhole reset as well as a factory rester after that but it didn't fix anything.
Now the contact from the support marked the conversation as "resolved" but the incident is not. Aren't this kind of incident escalated when not resolved by the first level of support?
Is there any better channel to contact Virgin Media in order to have the issue escalated? I would like to avoid calling them and lose 1 or 2 hours on the phone...
Would need to check the signal levels if could go to http://192.168.0.1 or if using modem mode http://192.168.100.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it.. try and avoid using screen shots..
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.