I am absolutely desperate for help and at my wits end. I am experiencing terrible wifi speeds which drops constantly. At the moment I am having to reboot the wifi box at least 5/6 times per day and am unable to watch tv due to it being so slow. I have written several complaint emails which have never been responded to and the customer care number seems to be of absolutely no help either. Out of further desperation I made the decision to then upgrade to the fastest and most expensive package that virgin offers and there has been no change in service what so ever. Most months I am paying £85 for a service that only brings me misery and frustration. During a pandemic I now find myself travelling in and out of london each day to go to my work office just so I am able to function in my day to day role.
I am plea to whoever can help - Please send out an engineer to help me and please cut this bill by a significant amount as I am not getting the service I am paying for.
It is possible that VM are in fact delivering what you are paying for (i.e.speeds TO the Hub) but you are having problems getting a stable connection out of it because of simple wifi interference (or similar) issues. To check whether that is the case - or whether it is actually a VM network connection issue - the first step is to always ask this....
If you connect a computer/laptop directly to the Hub by a Cat5e/6 cable - how does that perform? Does that drop out at the same time as the wifi ones do - just run that as a "test".
Also what Hub model is it (printed on its sticker) - I assume its a Hub3 or Hub4 (?) and what do the various lights on the Hub do/show when the wifi connections drop out?
Also, what TV box do you have - TiVo or V6 or 360 - and if a V6 - how is it connected to the Hub and what are the problems - are they on standard TV channels or on catchup or just other online services (Netflix etc).
And finally - when you called in and reported the issue as a fault what did they actually say when they tested your connections (nb - calling at 08.00 is the best time to get through quickly)?
-------------------- 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.