I have been with Virgin for many years and there has been the odd problem but not like this.
Pretty much every day the internet goes down and I have no broadband for hours. It usually happens at night. I have re-booted the box, put it back to factory settings etc, no joy. This is now the 4th week of it happening and as you can imagine I am getting a little frustrated....
But that is nothing compared to the frustration I am feeling actually getting this resolved or even speaking to someone. I have tried the phone (2 hours wait at one point) to be told technical services will call back - they never do. I have tried the web chat - almost word for word response about technical services and guess what? no reply back!
I have now put in a complaint using the online form - and I have to wait up to 28 days for a reply. So looks like I will have another 4 weeks of intermittent broadband. What am I paying my money for?
Luckily I am not in a contract so I think it may be time to just give in and go elsewhere. The customer service is getting worse than the broadband!
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.
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.