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KarenB36
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Help.......cannot get my issue resolved

I have really bad broadband speed, followed all the tips etc and guidance online. Lost the broadband completely and out of the blue Virgin called and sent me a free of charge booster. Installed and made the connection a lot worse, 10mb speed ! I pay for 100mb.  I called Virgin support waited 3.5 hours and they said they could see the booster working but I had it unplugged !  They sent me another booster as they said the ones I had must be faulty and then charged me for them !  Still made the connection worse and I was advised that the booster sent was incompatible with my router. Went on chat for 19 hours and they ended the chat without speaking to me...…. I called again and got cut off..... finally raised a complaint, and after 4 weeks was contacted,  I was promised and engineer and a new contract to be set up, I have been a customer since 2012 and they promised to call me back if they cut me off...… cut me off and no call back, complaint was closed !!  Raised another compliant and stopped my direct debit,  I was being charged an incorrect charge by this point and after another few weeks called me,  promised to call back if I was cut off and arrange an engineer...… cut me off and no call back.  All I want is an engineer to fix the speed,  supply compatible boosters, set up a new contract and charge me for the right service.  Unfortunately I cannot go anywhere else as other providers do not supply to my area which isn't rural !   Can anyone help !   

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MikeRobbo
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Alessandro Volta
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Re: Help.......cannot get my issue resolved

If possible 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: Help.......cannot get my issue resolved

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 Advanced Settings > Tools > Network 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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